What are Poli credits?

Poli credits are the method the platform uses to organize and control the usage of specific features that depend on external services, such as official APIs and partner providers. Some Poli resources generate operational costs because they utilize third-party infrastructures (e.g., the official WhatsApp API, message sending services, or automations). To make this consumption more predictable and transparent, Poli adopts the credit model.

Why does Poli use credits?

The use of credits allows us to:

• Centralize different types of consumption into a single model
• Provide more predictability regarding platform usage
• Facilitate consumption tracking for companies
• Follow rules and policies defined by official providers, such as Meta

Instead of dealing with various types of technical billing, the client tracks everything simply through credits.

Where can I track my credits?

You can track credit consumption directly through the Poli platform. To access it:

1. On the right-side menu, click on Reports (Relatórios)
2. Then, access the Credits (Créditos) tab

In this area, you will be able to view:

• Amount of available credits
• Consumption history
• Features that generated credit usage

Important: The credit report is updated the day after usage, so consumption occurring on the current day may take up to 24 hours to appear in the report. This ensures your company can track and control credit usage clearly and transparently.

Why does Meta charge for WhatsApp conversations?

A common question arises: “If WhatsApp is free, why do companies need to pay to use it?”

WhatsApp remains free for regular users who use the personal app. However, companies using the WhatsApp Business API, as is the case with Poli, use a corporate product from Meta with advanced features, specific rules, and usage at scale. These features include, for example:

• Support via multiple users
• Integration with CRMs and automations
• High-volume message sending
• Use of approved message templates

Therefore, Meta applies a billing model for the use of the official WhatsApp API.

How does WhatsApp conversation billing work?

Currently, billing is based on conversation windows, following rules defined by Meta.

Conversation Window

• It closes daily at midnight (00:00), regardless of the time the conversation started.
• During the period the window is open, the company and the customer can exchange messages freely.

Types of Conversations WhatsApp conversations are classified into two types:

1. Inbound Conversations (User-initiated)
2. • Started by the customer
   • The window opens when the customer sends the first message
   • This window remains valid until 00:00 of the same day
   • If the customer sends a new message the next day, a new window opens
3. Outbound Conversations (Business-initiated)
4. • Started by the company
   • Use message templates approved by Meta
   • When sending a template, a new conversation window opens
   • This window is also valid only until 00:00

What happens after the window closes?

When the conversation window closes at midnight:

• The company cannot continue sending free-form messages
• To resume contact, it is necessary:
• • For the customer to send a new message, opening an inbound conversation
  • OR
  • For the company to send a message template, starting a new outbound conversation

How does Poli handle this billing?

Poli fully follows the rules defined by Meta for using the WhatsApp Business API. To facilitate control and offer better commercial conditions, the platform provides different credit contracting models.

Contracting Models and Packages Regarding billing, we offer options that ensure savings and operational continuity:

• Pre-paid Package:
• • The client can hire a package with a reduced unit cost.
  • Validity: Packages are valid until the last day of the month and are automatically renewed on the first day of the following month.
  • Commitment: The package offers a lower and predictable cost but requires a minimum commitment of 3 months.
• Post-paid Credits (Excess Consumption):
• • If the contracted package is fully consumed, the client will automatically switch to using post-paid credits.
  • Operational Security: This approach ensures that the operation is not interrupted and that contacts generally do not go unanswered due to a lack of balance in the package.

This way, the platform organizes conversation consumption clearly, allowing your company to track WhatsApp usage simply, professionally, and in alignment with official policies.