When a customer clicks on an external URL in a message from a conversational agent, how is it billed?

Question

When a customer clicks on an external URL in a message from a conversational agent, how is it billed?

Applies To

• Rich Communication Services
• Messaging

Answer

When a customer interacts with an external URL included in a message from a conversational agent—regardless of whether it's a clickable hyperlink or an OpenURL suggested action—this click does not initiate or increase billing for the conversation.

Key Points:

1. No Billable Event: Simply clicking an external link does not start a new billable conversation or count as an additional charge.
2. Billing Based on User Response: For the conversation to move into a billable state, the user would need to send another message or reply within the defined conversation window.
3. Message Type and Billing:

• If the customer does not reply after clicking the link, only the original outbound message is billed.
• The message is billed as one of the following:
  basic_message: Used when only text (up to 160 characters) is sent.
  single_message: Used for messages that include media (images, videos, etc.), or text containing more than 160 characters.

Billing Scenario Table

Summary

In summary, clicking an external URL delivered in a message by a conversational agent is not a billable action. Only subsequent messages or replies from the user are considered for additional billing. The outbound message containing the link is charged according to its content type and length.