If your business frequently interacts with customers on WhatsApp, we recommend you take advantage of the WhatsApp business integration for Freshdesk. You can integrate your WhatsApp business number with Freshdesk and start supporting customers on one of the most popular messaging platforms in the world. 

Note: To configure the WhatsApp integration, you need to be on the Growth, Pro, or Enterprise plans.

Understanding WhatsApp Pricing Policy

WhatsApp has a message-based pricing policy, charging businesses using the WhatsApp platform and API based on the conversation initiator and categories.  

WhatsApp Message Categories

The different message categories are:

1. Template Messages
   • Marketing: Enable businesses to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers.
   • Utility templates: Enable businesses to follow up on user actions or requests, since these messages are typically triggered by user actions. 
   • Authentication templates: Enable businesses to verify a user’s identity, potentially at various steps of the customer journey.
     For more details, see WhatsApp Template Categories.
2. Non-template messages: These messages can only be sent within an open customer service window. This can include text, image, etc.

WhatsApp Pricing Rates

Effective July 1, 2025, WhatsApp charges on a per-message basis. 

Whenever a WhatsApp user sends you a message, a 24-hour timer known as a customer service window begins (or resets if one is already in progress). Using this, you can send WhatsApp messages either within the service window or outside of it. 

A few points to note:

• WhatsApp charges for template messages only if they are delivered. The rates differ based on the template category and the country calling code of the recipient's WhatsApp phone number. 
• All non-template messages, including text and images, are free. These can only be sent during an active customer service window. 
• Utility templates delivered within an open customer service window are free.
• You can unlock lower rates for utility and authentication template messages, based on messaging volume.
• All messages, including template messages, are free for 72 hours if sent within an open free entry point window.

To find the specific rates applicable to your location, please check the USD rate cards on the WhatsApp pricing page. For more details, see Pricing Updates on the WhatsApp Business Platform.

Note: Freshworks will apply a 20% markup to the total WhatsApp cost billed from Meta.

For customers billed in currencies other than USD, the following exchange rates will apply when processing the monthly WhatsApp invoices.

For customers who are billed in currencies other than USD, we use the following exchange rates to raise the monthly WhatsApp invoices.

How does the WhatsApp integration work?

This native app for Freshdesk enables you to convert your one-on-one WhatsApp conversations, including images or GIFs, into tickets for agents.

How to set up the WhatsApp integration?

Installing WhatsApp

1. Go to Admin -> Channels -> WhatsApp.
2. Follow the instructions to find your Facebook Business Manager ID; or, you can reach out to us at support@freshdesk.com and we'll guide you through the process.
3. Place a request to link your WhatsApp business account with Freshdesk through this Early Access Onboarding form. We require the following details to set up your WhatsApp integration:
   • WhatsApp Business display name
   • WhatsApp Business phone number
   • Facebook Business Manager ID
4. Once you've submitted the Early Access Onboarding form, we'll send you the next steps needed to verify your WhatsApp business account. This verification should not take more than 2-3 business days.
5. Next, you will need to confirm the integration through an OTP verification:
   
6. Once you've verified your WhatsApp account, you can create a profile for your business. Here are the details you'll need to complete:
   • Business Name
   • Address
   • Description
   • Email
   • Industry
   • Website
7. Click Save Profile to complete your business profile.
   
   

Note: The WhatsApp integration is available on the Growth, Pro and Enterprise plans of Freshdesk. WhatsApp currently charges for both user and business-initiated messages.  

1. Conversation session: Charges will be per 24-hour conversation session, with different rates for business-initiated and user-initiated conversations. A session triggers on the delivery of a business-initiated message or a business reply to a user-initiated message. 
2. Free tier: The first 1,000 conversations each month are free, so your business can start to build experiences customers will love. WhatsApp's revised conversation pricing applies when you're ready to expand beyond 1,000 conversations per month.
3. Rates based on recipient region: Conversations will be paid at flat rates (no volume tiers) based on (a) recipient region (b) whether they are business-initiated or user-initiated. 
4. Conversations that start from Ads that Click to WhatsApp or Page CTAs on Facebook will be free.

Business-initiated messages are supported only in Freshdesk Omnichannel. Please refer to this article to know more about WhatsApp pricing. 

Engaging with customers on WhatsApp

Whenever a customer initiates a conversation via WhatsApp, a new ticket will be created with the channel as WhatsApp. Please note, if the customer's phone number is already mapped to a contact, the new ticket will be created under the requester's name. Otherwise, a new contact will be created for the contact number.

Agents can reply to the tickets by clicking on the Reply button. This will continue the conversation as a thread in the same ticket. 

Threading interval: By default, a threading interval is set to 24 hours. Any replies coming in after 24 hours will create a new ticket within Freshdesk. This interval can be extended up to 48 hours under WhatsApp settings.

Setting SLAs and Automation rules for WhatsApp messages

You can set up custom SLA policies for tickets coming in through WhatsApp as a channel and make sure your agents adhere to these SLAs by sending them notifications periodically. Here's how:

1. Go to Admin -> Workflows -> SLA Policies.
2. Click on Add Policy.
3. Give the policy an appropriate name and description.
4. Under conditions, choose Sources, and select WhatsApp.
5. Provide your SLA targets and click Save.

Click here to learn more about creating SLA policies.

You can also set up automation rules to route tickets coming in via WhatsApp to dedicated agents. Here's how:

1. Go to A -> Automations.
2. Click on New Rule.
3. Under ticket properties, choose Sources, select WhatsApp, and provide the necessary rules for ticket creation.

Click here to learn more about creating Automation rules.