Help center

Frequently asked questions

Everything you need to know about Renaska, messaging channels, and pricing — explained without jargon.

Renaska costs from $30 USD/month per company in Colombia and $40 USD/month in the United States. In Colombia it connects your Alegra or Siigo account for electronic invoicing. The AI sales agent handles WhatsApp, Instagram, Facebook Messenger, Telegram, TikTok (comments), and phone calls. Your data is yours: export it from Reports and cancel with no minimum commitment.

Messaging channels

WhatsApp, Instagram, Facebook Messenger, Telegram, and TikTok (comments) — how they actually work and what you can (and cannot) do with each.

What's the difference between personal WhatsApp, WhatsApp Business (app), and the WhatsApp Business API?

They are three completely different Meta products, even though all three can run on the same phone number. Understanding the difference is key to knowing what you can automate and what you can't.

Personal WhatsAppWhatsApp Business (app)WhatsApp Business API
Who uses itIndividualsSmall businessesCompanies with systems
Simultaneous agents1 device1 deviceUnlimited
AI automationNoBasic quick repliesFull — quotes, payments
Bulk templatesNoNoYes, approved by Meta
Client integrationNoNoYes
Cloud historyNo (phone only)No (phone only)Yes, permanent
Proactive notificationsNoNoYes, with approved template
Template costFreeFreePer delivered template (see rates)

Renaska uses the WhatsApp Business API. That means multiple agents (and the AI) can handle the same number simultaneously, with full history and real automation.

How does the 24-hour conversation window work on WhatsApp?

When a customer messages you, Meta opens a 24-hour window. Within that window you can send any type of message freely — text, images, documents, audio, whatever you need. When the window closes, you can only contact the customer using pre-approved templates.

Customer messages youThe 24-hour window opens
First 24 hoursYou can reply freely, no restrictions
Window expiredOnly approved templates can be sent
Customer messages againThe 24-hour window resets

Renaska's AI knows the state of every conversation in real time. If the window is about to expire, it can automatically send a follow-up message before it closes. If it's already closed, it selects the right template to re-engage without violating Meta's policies.

What are WhatsApp templates and when are they used?

Templates are predefined messages that Meta must approve before you can send them. They are used in two situations: when you want to start a conversation with a customer who has not written to you first, or when the 24-hour window has expired and you need to resume contact.

Marketing

Promotions, product launches, discounts, campaigns. Meta charges more for this type and has strict policies on frequency.

Example"Hi {name}! We have a special offer this week on {product}. Would you like to see it?"
Utility

Order confirmations, shipping updates, appointment reminders, account alerts. The most common and lowest cost.

Example"Your order #{number} has been shipped. Your tracking number is {tracking}."
Authentication

One-time codes (OTP) to verify identity. The cheapest and with guaranteed delivery.

Example"Your Renaska verification code is {code}. Valid for 10 minutes."

Meta reviews and approves or rejects each template, usually within a few hours, up to 24 h. We notify you in Renaska when Meta decides. Rejected templates can be edited and resubmitted without penalty. From Renaska you can create, manage, and monitor the status of all your templates without leaving the platform.

How much does Meta charge for using the WhatsApp Business API?

Since July 1, 2025, Meta charges per delivered message by category, not per conversation window. Starting October 1, 2026, free-form (non-template) messages within an open window are free only up to 1,000 per month per phone number; after that they are charged at the utility rate.

The cost depends on the message category and the recipient's country. These rules define what is free and what is charged:

  • Service messages (free-form replies when the customer writes first, including AI replies): starting October 1, 2026, the first 1,000 each month per phone number are free; the rest are charged at the utility rate.
  • Utility templates inside an open window were free from July 1, 2025 to September 30, 2026; starting October 1, 2026, Meta charges for them.
  • All messages during the 72 hours after a click on a Click-to-WhatsApp ad or your Facebook Page button are free, if you reply within 24 hours.
Message typeWhen chargedColombia (approx.)USA (approx.)
Service (customer writes first)After 1,000 per month per number (from Oct 1, 2026)~$0.0008 USD~$0.0034 USD
Utility (within open window)Per delivered template (from Oct 1, 2026)~$0.0008 USD~$0.0034 USD
Utility (outside open window)Per delivered template~$0.0008 USD~$0.0034 USD
MarketingPer delivered template, always~$0.0125 USD~$0.025 USD
Authentication (OTP)Per delivered template, always~$0.0008 USD~$0.0034 USD

These prices are set by Meta and may change on the first day of each quarter; the ones in this table apply from October 1, 2026. Renaska adds no markup and does not charge for messages: Meta bills them directly to your Meta Business account. Exact prices by country are in Meta's WhatsApp pricing documentation and in Renaska's WhatsApp cost calculator.

How do response times work on Instagram?

Instagram Direct has a single conversation window that applies equally to all message types — direct DMs, story replies, and story mentions.

Direct DM, story reply, or story mention24 hours

Regardless of how the message arrived, you have 24 hours to reply freely with no restrictions.

Unlike WhatsApp, Instagram doesn't have a template system to reopen conversations. Once the 24-hour window has expired, the next contact must come from the customer. If the AI Seller sends a payment link, it can offer to continue on WhatsApp: if the customer gives their number, payment reminders keep arriving there.

How do response times work on Facebook Messenger?

Facebook Messenger works with a standard 24-hour window similar to WhatsApp. Within those 24 hours from the customer's last message you can reply freely. When it expires, the next contact must be initiated by the customer.

Standard window24 hours

Renaska automatically detects the state of each conversation. If the 24-hour window has expired, the next contact must come from the customer. If the AI Seller sends a payment link, it can offer to continue on WhatsApp: if the customer confirms their number, payment reminders arrive there instead.

How does Telegram work in Renaska?

Telegram works on a very different model from Meta: there are no conversation windows and no templates to approve. Once your customer initiates contact with your bot, you can message them at any time.

No time window

Once a customer writes for the first time, you can send them messages at any time — no 24-hour restrictions and no templates needed.

Free messaging

Send text, images, documents, interactive buttons, and proactive notifications without prior approvals.

High delivery rate

Telegram has very high delivery rates and does not rely on mobile networks. Ideal for important notifications where you need the message to arrive.

The only restriction is that the user must initiate contact first. Once they do, communication is completely free. Renaska centralizes those messages alongside the rest of your channels.

Does Renaska work with TikTok?

Yes, for comments: when someone comments on one of your videos, AI replies publicly (checked roughly every 10 minutes). TikTok direct messages are not available yet — they depend on TikTok's approval.

Coming soon: TikTok messages and Facebook comments.

What exactly happens when the conversation window expires?

When a window expires, the channel enters restricted mode. Neither you nor the AI can send free-form messages until the customer writes again (on any channel). What can still happen:

You can
  • WhatsApp: send Meta pre-approved templates (marketing, utility, or authentication)
  • Facebook: wait for the customer to resume the conversation
  • Instagram: wait for the customer to resume the conversation
You cannot
  • Send free text messages without a template or tag
  • Send images or documents "cold"
  • Use an expired window for marketing campaigns without an approved template

Renaska's AI automatically detects the state of each conversation and selects the correct message type. If the window expired on WhatsApp, it uses the configured follow-up template. On Instagram, it notifies the human agent so the next contact comes from the customer.

Pricing & billing

No fine print, no hidden tiers. Everything you pay and why.

What modules are included in the plan?

All of them. AI Chats & Calls, Clients, PQRS & Warranties, Products & Orders (includes electronic invoicing by connecting your Alegra or Siigo account), Inventory (includes purchasing and vendors), Shipping, Point of Sale, Services & Bookings, Accounting, Reports, Human Resources, Team Chat, Payments and Marketing. You can activate or deactivate any module at any time from your settings panel, at no extra cost and without contacting support.

How is AI usage charged?

We pass the actual provider cost (Google, Anthropic, etc.) straight through and add a managed service on top. That service includes smart cache that reduces repeated consumption (up to 90% token savings), automatic selection of the most efficient model for each task, multiple providers with automatic failover, configurable spending limits per company, full monitoring, and safe retries without double charging.

How much do phone and WhatsApp calls cost?

Calls are billed per minute with fixed prices in $0.05 USD bands by destination — no hidden charges, no surprises. Receiving calls costs $0.03/min on a US number and $0.13/min on a Colombian number. WhatsApp calls are coming soon (pending Meta review) and will cost $0.03/min, inbound and outbound; on coexistence lines (the WhatsApp Business app on the phone) they will keep ringing only there, not in Renaska. If the AI handles or makes the call, add roughly $0.10 per minute; if your team answers, there is no extra charge. A phone number costs $3/month in the US (no activation fee) or $15/month plus a one-time $15 activation in Colombia. SMS (available only with a US number) is billed per segment: $0.02 to send and $0.015 to receive — inbound is billed starting from campaign registration. Campaign registration (10DLC) costs $39 one time, plus $20/month while the campaign stays active. The full country-by-country table lives in your panel under Settings → Modules → AI Chats & Calls → Phone.

ItemPrice
US phone number$3/month — no activation fee
Colombia phone number$15/month + $15 one-time activation
Outbound call (by destination)From $0.05/min
Receiving calls (US number)$0.03/min
Receiving calls (Colombia number)$0.13/min
WhatsApp, inbound or outbound (coming soon)$0.03/min
If the AI handles the call+ $0.10/min approx.
If your team answersNo extra charge
Outbound SMS (per segment, US only)$0.02/segment
Inbound SMS (per segment, from campaign registration)$0.015/segment
SMS campaign registration (10DLC, one time)$39
Active SMS campaign$20/month

Rates by destination:

Price per minuteDestinations
$0.05United States, Colombia, Australia, Austria, Bangladesh, Brazil, Canada, Chile, Costa Rica, Czechia, Estonia, Faroe Islands, France, French Guiana, Germany, Guadeloupe, Guam, Iceland, Ireland, Israel, Italy, Japan, Liechtenstein, Malaysia, Martinique, Mexico, Mongolia, New Zealand, Norway, Peru, Puerto Rico, Réunion, Romania, San Marino, Singapore, Slovakia, South Korea, Sweden, Taiwan, United Kingdom
$0.10Andorra, Belgium, Bermuda, Dominican Republic, Gibraltar, Hong Kong SAR China, India, Kuwait, Luxembourg, Netherlands, Northern Mariana Islands, Pakistan, Panama, Paraguay, Switzerland, Türkiye, U.S. Virgin Islands, Venezuela
$0.15Brunei, Hungary, Indonesia, Uruguay
$0.20Algeria, Aruba, Bhutan, Cambodia, Greece, Greenland, Laos, Lebanon, Monaco, Poland, Thailand, Vietnam
$0.25Argentina, Bulgaria, Egypt, Myanmar (Burma), Oman, Trinidad & Tobago, Uzbekistan
$0.30Bahrain, Russia, Saudi Arabia
$0.35Cayman Islands, Kazakhstan, Macao SAR China, Mauritius, Namibia, Nigeria, Philippines, Sint Maarten, South Africa, United Arab Emirates, Yemen
$0.40American Samoa, Cyprus, Jordan, Serbia, Slovenia, Sri Lanka
$0.45Afghanistan, Armenia, Bolivia, Croatia, Ecuador, Eswatini, Iraq, Lithuania, Malta, North Macedonia, Palestinian Territories, St. Kitts & Nevis, St. Lucia, St. Vincent & Grenadines, Ukraine
$0.50Albania, Barbados, Botswana, British Virgin Islands, El Salvador, Grenada, Kenya, Mozambique, Qatar, Tajikistan, Timor-Leste, Turkmenistan
$0.55Anguilla, Antigua & Barbuda, Eritrea, Guyana, Marshall Islands, Morocco, Nepal
$0.60Angola, Bahamas, Bosnia & Herzegovina, Cape Verde, Dominica, Ethiopia, Guatemala
$0.65Honduras, Iran, Latvia, Montserrat, St. Pierre & Miquelon, Syria
$0.70Belize, Cameroon, Fiji, Jamaica, Montenegro, New Caledonia, Tanzania
$0.75French Polynesia, Kyrgyzstan, Togo, Zimbabwe
$0.80Azerbaijan, Finland, Ghana, Spain, Turks & Caicos Islands
$0.85Burkina Faso, Haiti, Moldova, Senegal
$0.90Denmark, Rwanda, Sudan, Wallis & Futuna
$0.95Samoa
$1.00Georgia, Niger, Suriname, Uganda
Not availableBelarus, Benin, Burundi, Central African Republic, Chad, China, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Côte d’Ivoire, Cuba, Djibouti, Equatorial Guinea, Falkland Islands, Gabon, Gambia, Guinea, Guinea-Bissau, Kosovo, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Mauritania, Micronesia, Nicaragua, North Korea, Palau, Papua New Guinea, Portugal, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Sudan, Tonga, Tunisia, Vanuatu, Zambia

Prices include everything. The dialer shows you the destination price and asks for confirmation before calling whenever the minute costs $0.30 or more; destinations above $1.00/min are blocked. Some destinations cost differently when calling from a Colombian number — your panel always shows the rates for your own numbers.

How is database and file usage calculated?

Billing is proportional to actual usage measured at month end — you never pay for full blocks you don't use.

Used 2 additional GB of files2/10 × $3 = $0.60 USD
Used 0.2 additional GB of database0.2 × $3 = $0.60 USD
Used exactly what's included$0 additional

The plan includes 1 GB of database and 10 GB of files. 1 GB of database is enough for over 100,000 invoices, orders, or contacts.

Is there a minimum commitment or contract?

No. You cancel whenever you want from the billing panel, without calling anyone or explaining why. Cancellation takes effect at the end of the already-paid period. Your data remains available for export for 30 days after cancellation.

How are employees measured for billing?

We take the larger of two values: your active employees in the HR module and your active platform users. The first 3 are included in the plan; each additional costs $3 per month.

10 platform users, 0 HR employees10 charged → 7 additional → $21/mo extra
30 HR employees, 5 platform users30 charged → 27 additional → $81/mo extra
3 users, 2 employees3 charged → included → $0 extra

Is there a free trial?

Yes. When you create your account you get a 15-day free trial with every module and $5 USD of AI credit (about 125 replies). No credit card required to start. Adding a card is optional: if you save one, the first month is charged on day 15, or if you use up your AI credit. If you use up the AI credit without a card, the AI pauses until you add one; and if the trial ends without a card, the account is paused until you add a payment method. Your data is kept and there is no minimum commitment.

How do I change my plan?

There is only one plan, so there is no 'upgrade' or 'downgrade'. The only thing that changes is your actual usage: if you hire more employees, your next month's invoice goes up $3 per person. If you delete old files, the invoice goes down. The system measures at the end of each month and charges exactly what you used.

Does it include technical support?

Yes. Human support by email and in-app chat, in Spanish and English. No ticket limits, no hourly charges, no support tiers. We handle it ourselves — the same team that built the platform.

Can I invoice my clients in local currency?

Renaska bills you in USD. Your client invoices go out in whatever currency you configure per company: COP, USD, or any other. In Colombia, electronic invoices are generated with a valid CUFE and comply with DIAN requirements; with Siigo, you can also issue a regular sales invoice (no CUFE) if your business is not required to issue electronic invoices. In the United States, in USD with federal and state tax compliance. Renaska integrates with your accounting system (Alegra, Siigo, QuickBooks, and others) to generate electronic invoicing — we don't issue invoices ourselves, we connect with the one you already use.

Does Renaska charge extra for using the WhatsApp Business API?

Not for messages. Renaska charges nothing for connecting the WhatsApp Business API and does not resell messages: Meta bills each delivered template directly to your Meta Business account and, starting October 1, 2026, also regular messages after the first 1,000 each month per phone number (see 'How much does Meta charge?'). AI replies are billed separately, by usage; WhatsApp calls are coming soon (pending Meta review). Within Renaska you can handle WhatsApp conversations with no limits on our end.

What payment methods do you accept?

We accept payments via Stripe: credit and debit cards, Amazon Pay, Apple Pay, Cash App Pay, and Link.

Platform & modules

How Renaska works under the hood — modules, integrations, onboarding.

Does Renaska issue legally valid electronic invoices?

In Colombia, electronic invoicing works by connecting your own Alegra or Siigo account — Renaska is not a DIAN-authorized provider; with Siigo, you can also issue a regular sales invoice, not stamped, if your business is not required to issue electronic invoices. With Siigo connected, each product, variant and service can carry its own "Code in Siigo" so quotation, order and POS invoices travel with the right code. In the United States, Renaska does not offer electronic invoicing: you can import your books from QuickBooks.

Do I have to migrate my data manually?

No. In the United States you can import your books from QuickBooks; in Colombia we have importers for the most commonly used management systems, and you can always upload Excel or CSV spreadsheets. If you're coming from another system, during onboarding we help you map the columns and verify that the data arrives complete. For customers with large databases or complex structures, the support team does the migration with you.

Does it work if I only sell through WhatsApp?

Yes, and it's one of the most common use cases. AI Chats & Calls connects WhatsApp (and optionally Instagram and Facebook) with your clients. From a single conversation you can qualify the prospect, create the quote, send the payment link, confirm the payment, and generate the electronic invoice — without leaving the screen. The AI handles, qualifies, and follows up autonomously; you step in only when there's something concrete to decide.

Can I activate or deactivate modules at any time?

Yes. From Settings → Modules you can activate or deactivate any module instantly, without contacting support. The change is immediate. If you deactivate a module, your data is not deleted — it stays saved and comes back when you reactivate it. Billing adjusts on the next cycle.

How does multi-company management work?

If you have more than one company (or manage multiple brands under different EINs or NITs), you manage them all from the same Renaska session. You switch between companies with one click from the top menu — no logout, no extra steps. Each company has its own tax ID (NIT or EIN), its own activated modules (different modules per company if needed), its own users and roles, and its own completely isolated database schema. No data is shared between companies unless you explicitly configure it.

What exactly does the AI agent do?

The AI agent handles conversations on WhatsApp, Instagram, Facebook Messenger, Telegram and TikTok (comments) — 24 hours a day, or only outside your hours — and it also takes phone calls on your Colombian or U.S. line. It can answer questions about your products or services using the information you configure, qualify prospects according to the criteria you define, create quotes directly from the conversation, send payment links and confirm when the customer pays, generate the electronic invoice automatically, proactively follow up on prospects who did not respond, and escalate to a human agent when it detects the situation calls for it. The agent learns from every conversation and improves over time.

Does Renaska have a mobile app?

Yes. Renaska has an app for iPhone (App Store) and Android (Google Play) with the same modules as the web: AI chats, orders, POS, inventory, bookings and accounting, with instant notifications. On iPhone, answer calls to your phone line from the call screen, even when locked. You can also add the Renaska widget to your home screen to see sales, conversations, chats needing attention, the next booking and orders pending dispatch without opening the app. The download is free; you just need a Renaska account.

Data & security

Your information is yours. How we protect it and what happens if you decide to leave.

Is my data really mine?

Yes. From Reports you can export your data in CSV whenever you want. If you decide to cancel, you have 30 days to download your history before it is permanently deleted. We don't ask you to justify the export or put up barriers to getting your data out.

How is my data isolated from other customers' data?

Each company in Renaska has its own completely separate database schema. There are no shared tables between customers. This means an error in another company's account cannot affect yours, and no employee of another company can see your data, not even accidentally. The isolation is at the database level, not just at the application permission level.

Do you do automatic backups of my data?

Yes. Our database provider keeps automatic backups and lets us restore your data to how it was at any point in the last 30 days.

How do you protect my data from unauthorized access?

We use encryption in transit (TLS) and at rest for all data. Platform access requires authentication. You can configure two-factor authentication (2FA) for all users in your company. Permissions are set per action inside each module (for example, Human Resources and Accounting have a separate «Export», and Quotations has its own permission), with clear names and by role; anyone without permission sees the button or section locked with a message saying what is missing. You can restrict access by schedule for each role, plus block an individual member for today or until a chosen date — you can define exactly what each user can see and do. We audit all access and sensitive actions, and you can view the full log from the administration panel.

What exactly happens if I cancel my account?

When you cancel, your access to the platform continues until the end of the already-paid period. After that, the account enters read-only mode for 30 days — you can log in to export your data but cannot create or edit records. After 30 days, all data is permanently deleted from our servers. If you want to reactivate the account within that 30-day window, you can do so and everything will be just as you left it.

Have a question that isn't here?

Message us on WhatsApp or from the support chat inside the app.

Talk to supportView pricing