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FAQs: WhatsApp messaging

Will our organization be charged for WhatsApp inbound calls?

No. Meta does not charge for WhatsApp inbound calls. However, Genesys treats WhatsApp inbound calls the same as it does BYOC Cloud calls. That means the WhatsApp inbound calls fall under the Genesys Cloud BYOC Cloud fair use policy. For more information, see and .

What does the term pass-through mean in relation to Genesys Cloud invoicing for WhatsApp messaging?

The term pass-through means that Genesys is directly passing through costs that WhatsApp and its parent company Meta charge. In other words, the costs that WhatsApp charges Genesys for a particular service are directly charged to our customers who are using WhatsApp features associated with Genesys Cloud. Genesys does not add any additional fees and customers are not billed separately by WhatsApp.

When you see any of the following line items on your Genesys Cloud invoice, this indicates a WhatsApp charge that Genesys is just passing on to you:

  • WhatsApp Marketing Conversation Pass-Through
  • WhatsApp Utility Conversation Pass-Through
  • WhatsApp Service Conversation Pass-Through 

For more information on WhatsApp pricing from WhatsApp and its parent company Meta, see .

Can I migrate my WhatsApp number to Genesys Cloud?

When you configure ACD messaging for WhatsApp messenger in Genesys Cloud, you can use a number that is currently on WhatsApp’s Business platform via another service provider or self-hosted).