Facebook Messenger Pricing

Pricing is based on the underlying Amazon Connect chat contact. Each conversation is billed at USD $0.10 per conversation.


Pricing Model

In simple terms, you are charged 10 cents once for the life of a single chat contact.

  • A conversation means one Amazon Connect chat contact from the moment the customer starts chatting until that contact finally disconnects.

  • If the chat is transferred between agents, queued again, or held in a disconnect flow, it is still the same conversation as long as it remains the same chat contact.

  • Our standard disconnect flow typically holds the chat contact open for 72 hours. If the customer sends another message within that period, they usually continue on the original chat contact, so it remains the same billed conversation.

  • Once that chat contact fully disconnects, the conversation is finished. If the customer starts a brand new chat after that, it is billed as a new 10 cent conversation.


Pricing Examples

  • Example 1: One agent, then disconnect:
    Customer starts a chat, the chat goes to an agent, then enters the disconnect flow and disconnects.
    Charge: USD $0.10

  • Example 2: Two agents in the same contact:
    Customer starts a chat, speaks with one agent, the chat is held in the disconnect flow, then returns to another agent, then goes back to the disconnect flow and disconnects.
    Charge: USD $0.10

  • Example 3: Customer comes back within 72 hours:
    Customer chats with an agent, the chat moves into the disconnect flow, and the customer sends another message within 72 hours. The interaction continues on the same original chat contact.
    Charge: still USD $0.10

  • Example 4: Customer returns after the contact has ended:
    The original chat contact fully disconnects. Later, the customer starts a new chat, creating a new Amazon Connect contact.
    Charge: USD $0.10 for the original conversation, plus USD $0.10 for the new conversation