Billing & Pricing
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Zoko Pricing Explained

Learn about the 3 types of payments on Zoko and the associated additional fees

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There are 3 types of charges that you will be paying every month for Zoko

  1. A platform subscription fee based on the plan you select
  2. A Zoko fee for each conversation
  3. A WhatsApp fee for each conversation

So if you are on the Team Plan, you will be charged a subscription fee of $54.99, Zoko’s usage fee of $0.010 per conversation and WhatsApp’s usage fee which is based on your customer’s location. For example, for an Indian customer, WhatsApp’s usage fee will be $0.0066 for business initiated conversation and $0.004 for user initiated conversation. 


A conversation starts when the first business message is delivered, either initiated by the business or in reply to a user message.  Businesses and users can exchange any number of messages, including template messages, within a 24 hour conversation session without incurring additional charges. Each 24 hour conversation session results in a single charge. Remember WhatsApp’s charges are based on the location of the user you are chatting with and this location is determined by WhatsApp based on the country code.


A conversation that initiates in response to a user message is an user initiated conversation. Whenever a business replies to a user within the 24 hour customer service window, that message will be associated with a user-initiated conversation. Businesses can send free-form messages within this 24 hour customer service window.

A conversation that initiates from a business sending a user a message outside the 24 hour customer service window is a business initiated conversation. A business initiated conversation can only start with a template message.


To understand this better, let us look at a few examples of business initiated and user initiated conversations 

whatsapp chat

In this scenario, customer messaged the business at 1:09PM and the business responded at 3:30PM. Hence, the 24hours conversation window starts from 3:30PM, that is when the message by the business was delivered. This conversation is considered as user initiated as the business’s message was in response to a user message received within 24hours.

Now let’s have a look at a business initiated conversation

whatsapp message

As you can see here, the business initiated a conversation with the customer with a template message and hence this will be considered as a business initiated conversation. 

This document has a few more scenarios mentioned to help you differentiate between a user initiated and a business initiated conversation. Hence we recommend you to go through this document using the link shown on top.


To understand Zoko’s billing correctly, let’s calculate the billing for a business on the Team Plan and having conversations with 1000 users in India. 

- The subscription fees will be $54.99

- For 1000 conversations, Zoko’s conversation fees will be $10.

- Let’s assume these 1000 conversations had an equal mix of business initiated and customer initiated conversations. In India fee for a business initiated conversation is $0.0066 and for a user initiated conversation is $0.0040. Hence the whatsapp fees will be $5.3. According to WhatsApp’s policies, the first 1,000 conversations each month are free and hence the WhatsApp fees of $5.3 gets waived off.

- Hence the final billing amount will be $64.99

Similarly for a business chatting with customers in Germany, the only difference in billing would be WhatsApp’s per conversation fees which are $0.1365 for a business initiated and $0.0819 for a user initiated message.

Zoko Pricing Explained

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