The new pricing model will take effect on October 1, 2026, and will apply to businesses using the WhatsApp Business Platform to communicate with customers at scale.
Under the new arrangement, Meta will charge Kenyan businesses $0.0040 (Sh0.52), for each delivered utility message sent to a customer.
Utility messages are typically used by businesses to respond to customer requests, provide transaction updates and offer other services following interactions initiated by customers.
Meta said the charges will apply to utility messages sent in response to users within an open 24-hour customer service window.
“From October 1, 2026, Meta will charge for utility messages sent in response to users within an open 24-hour customer service window. These messages have not been charged for since July 1, 2025,” the company said in a notice.
The change means businesses that rely heavily on WhatsApp for customer service will need to factor the additional messaging fees into their operating costs.
WhatsApp has become a crucial communication channel for Kenyan businesses, with firms using the platform to handle customer enquiries, process orders, provide updates and support sales.
The new charges may have a significant impact on businesses that handle large volumes of customer interactions through automated systems or the WhatsApp Business Platform.
Businesses may need to review their messaging volumes and determine how the new charges will affect their digital communication budgets once the changes take effect.
Meta's announcement also introduces a deadline for businesses using the affected service.
The company said businesses and solution providers that do not have a payment method on file by September 30, 2026, will have their service messages stopped once the charges take effect.
“For any Solution Provider or directly-integrated businesses that does not have a payment method on file by September 30, 2026, Meta will stop delivering service messages as of when they become charged on October 1, 2026,” Meta stated.
The company advised businesses to add a payment method to their WhatsApp Business Accounts before the deadline to avoid interruptions.
The new Kenyan rate is also different from charges announced for several other African markets.
The introduction of the new fee follows Meta's wider efforts to monetise business services on its messaging platforms.
The company began charging businesses for certain WhatsApp marketing messages in 2025, as it continued to expand its commercial offerings.
For Kenyan firms, the latest changes are likely to make the cost of using WhatsApp as a customer engagement channel a more important consideration.
Businesses that send large volumes of utility messages may face higher monthly bills, while smaller firms with limited messaging activity are likely to experience a minimal impact.
