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 Pricing on the WhatsApp Business Platform.