06/10/2026
Meta starts charging Kenyan businesses for WhatsApp customer replies
From 1st October 2026, Meta is now charging businesses that use the WhatsApp Business Platform (API) KSh 0.52 for every customer-service reply after the first 1,000 free replies each month.
Important clarification: This does not affect the normal WhatsApp Business app that most small businesses and mama mbogas use. That remains free.
It only affects companies using the paid API platform — banks, online shops, delivery companies, SACCOs, hospitals, etc. that handle high volumes of customer chats through WhatsApp.
Utility messages (order confirmations, payment alerts, delivery updates) are also now charged even inside the 24-hour window.
The free tier of 1,000 replies per month is per phone number, so bigger operations with multiple numbers get more free messages.
Is your business affected? Check if you’re on the WhatsApp Business Platform (API) or just the free app.