Question 1

Do I need to pay for the WhatsApp API separately?

Accepted Answer

No. The WhatsApp Business API connection is built into every plan at no extra charge. When you connect your WhatsApp number, Meta's official signup flow creates your WhatsApp Business Account (WABA) for you. Meta's own message fees are separate, billed by Meta to that account with no markup from us. See 'Are there extra charges from WhatsApp?' for how they work.

Question 2

What counts as an 'AI reply'?

Accepted Answer

One AI reply = each time the AI answers a customer. If a customer fires off several messages at once, we group them and the AI responds once (1 reply). If you ever hit your monthly cap, the AI stops replying until your next billing date and your team keeps replying by hand. No extra charges.

Question 3

Can I upgrade or downgrade anytime?

Accepted Answer

Yes. Upgrade takes effect immediately. Downgrade takes effect at the end of your current billing cycle.

Question 4

Is there a contract or lock-in period?

Accepted Answer

Monthly billing has no lock-in: cancel anytime and your service runs to the end of the month you have paid for. Quarterly and annual billing are paid upfront for the period, in exchange for a lower price and no one-time fee.

Question 5

What happens if I hit my AI reply cap?

Accepted Answer

We notify you at 80% usage so you have time to plan. If you reach 100%, the AI stops replying until your next billing date and your team keeps replying by hand. Your WhatsApp keeps working and there are no extra charges. You can upgrade to the next tier anytime for more headroom. We never silently bill you for extra usage.

Question 6

Can I keep my existing WhatsApp Business number?

Accepted Answer

Yes. We connect ForwardChat to your existing number. You keep using WhatsApp on your phone and WhatsApp Web, nothing changes. ForwardChat runs alongside automatically. Your customers message the same number as before.

Question 7

What if the AI gives a wrong answer?

Accepted Answer

The AI answers from the business information you give us, and passes the chat to your staff when it does not have the answer. You can read every conversation in the dashboard. If an answer needs changing, tell us in plain words from the dashboard and we update your AI.

Question 8

Do I need any technical knowledge?

Accepted Answer

No. Our team sets up the AI, adds your products and prices, and tests it before it goes live. The dashboard is made for business owners, not developers.

Question 9

Are there extra charges from WhatsApp?

Accepted Answer

Yes, and they come from Meta, not from us. Since 1 October 2026 Meta charges for replies to customers who message you first, but only above a free monthly allowance of 1,000 service messages per WhatsApp number, confirmed by Meta on 5 September 2026. A quieter number stays inside the allowance and pays Meta nothing, while a busy one pays Meta's utility rate, expected to be around RM0.0564 per message in Malaysia, on the replies above it. When a customer messages you from a Click to WhatsApp ad on their phone, your reply opens a free window that Meta says can stay open for up to 7 days. Meta also charges for broadcast messages you choose to send. Every fee is billed by Meta directly to your WhatsApp Business Account, so you'll need a payment method there. ForwardChat adds zero markup. These charges apply on every WhatsApp Business Platform provider, so compare total cost rather than subscription alone.

Question 10

Can I connect more than one WhatsApp number?

Accepted Answer

Yes. Growth includes 2 WhatsApp numbers and Pro includes 5, all in one inbox, with no per-number fee. Every number shares the same AI knowledge base and team, each chat shows which number it came in on, and you can filter the inbox by number. Meta allows a new business 2 numbers, and raises that to 20 once the business is verified with Meta using your SSM documents. Your customers keep messaging whichever number they already use.

Question 11

Is my WhatsApp number safe?

Accepted Answer

Yes. ForwardChat uses the official WhatsApp Business API from Meta. Unofficial tools that copy WhatsApp Web can get a number banned. The official API is the way Meta allows businesses to automate, so your number is not at that risk.

Question 12

What happens after the 7-day free trial?

Accepted Answer

After 7 days, choose a plan to continue. No credit card is required to start the trial. Once you subscribe, we fine tune your AI on your trial conversations. If you don't subscribe, the AI simply stops replying.

Question 13

What is the RM1,000 one-time AI setup fee?

Accepted Answer

Our team sets up your AI for you: we build its knowledge from your business details, set how it replies and when it hands over to your staff, test everything, and fine tune it on your first real conversations. Monthly billing can be cancelled anytime, so on monthly this work is a one-time RM1,000 on Starter and Growth. On quarterly or annual billing, and on Pro, your plan covers it, so setup is free. The fee is for the AI only: if you use the inbox, broadcasts or reminders without AI replies, there is no setup fee.

Question 14

How does broadcast pricing work?

Accepted Answer

ForwardChat's monthly subscription covers the platform, AI, dashboard, and all features in your plan, including broadcast campaign management, contact import, and analytics. When you send broadcast messages, Meta charges a small per-message fee (RM0.0564 for utility, RM0.3467 for marketing, per the MYR rate card effective 1 April 2026) billed directly to your WhatsApp Business Account. You'll need to add a payment method (credit card) to your Meta Business Account. ForwardChat does not charge anything extra and adds zero markup. Your plan determines your monthly broadcast limit: Starter (5,000), Growth (20,000), Pro (50,000 fair-use).

Question 15

What is voice transcription?

Accepted Answer

When your customer sends a voice note on WhatsApp, our AI transcribes it and responds automatically. It's an optional add-on (RM39/month, up to 1,000 voice notes) you can add to any plan.

Question 16

What is Smart Follow Up?

Accepted Answer

If a customer goes quiet, the AI automatically sends a friendly follow-up message within the 24-hour window to re-engage them. Since 1 October 2026 Meta bills it like any other reply, so it is free within the 1,000 service messages a month per WhatsApp number and billed at Meta's utility rate, expected to be around RM0.0564, above that. Available on all plans, including Starter.

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