WhatsApp Business in Hong Kong (2026): API pricing in HK$, the PDPO's direct marketing rules, and replying in Cantonese and English

Hong Kong customers book a facial, ask about a flat or chase a delivery on WhatsApp, often in a mix of Cantonese and English, and they expect an answer before they reach the MTR exit. This guide is for salons, clinics, tutors, property agents and shops in Hong Kong: what Meta charges for Hong Kong numbers, what the PDPO and UEMO mean for a chatbot, and how to set it up for local habits.

By Ritchie, ReplyKit · Published 17 October 2026 · 8 min read

How much do Hong Kong customers rely on WhatsApp to reach businesses?

Heavily, according to the only recent survey we could find, which Meta commissioned. Kantar surveyed 500 Hong Kong adults in July 2024 for Meta, and The Standard reported that:

• 71% of Hong Kong consumers engage with businesses on WhatsApp at least once a week;
• close to half prefer WhatsApp for contacting businesses, against 29% for email and 28% for phone calls;
• the top reasons were customer support (41%), product information (34%) and redeeming coupons (31%).

Read those with the sponsor in mind: Meta owns WhatsApp. They still match the daily reality of a Hong Kong business owner whose phone fills up with "有冇位?" and "how much?" messages. Our general guide to response time and lost leads explains why the first reply matters most.

What does the WhatsApp Business API cost in Hong Kong?

Hong Kong has its own line on Meta's rate card rather than sitting in a regional group, and its rates are higher than many neighbors'. Meta does not bill in Hong Kong dollars, so these are USD list rates effective 1 October 2026, with HK$ shown at about 7.8 per US dollar (the HKMA keeps the Hong Kong dollar within HK$7.75 to HK$7.85 under the Linked Exchange Rate System):

A worked example. A beauty salon in Causeway Bay sends 2,500 replies and 600 booking reminders a month. Meta charges 1,500 replies ($39.00) and 600 reminders ($15.60): $54.60, about HK$426 a month. A Christmas promotion to 3,000 past clients would add $219.60, about HK$1,713. If you only answer and book, compare that with a flat plan with no Meta charges on our pricing page.

The platform fee comes on top. As one local reference point, SleekFlow's Hong Kong pricing page (checked October 2026) lists its Pro plan at HK$1,199 a month billed yearly (HK$14,388 a year) or HK$1,599 billed monthly, with 3 user seats and 500 monthly active contacts to start, plus WhatsApp message charges. SleekFlow's strengths are broadcasts, an omnichannel inbox and integrations. For a fuller breakdown, see SleekFlow pricing and our API pricing explainer.

What does the PDPO require of a WhatsApp chatbot?

The Personal Data (Privacy) Ordinance (Cap. 486) applies to any personal data your chatbot collects, and the Privacy Commissioner for Personal Data (PCPD) enforces it. Answering a customer who asked you something is ordinary use of their data for the purpose they gave it. The rules tighten sharply for direct marketing. According to DLA Piper's Hong Kong guide (updated March 2026):

• you generally need the customer's prior consent before using their personal data for your own direct marketing, after giving them specified information, including a free channel to consent;
• on first use, you must tell them they can opt out at any time, free of charge;
• passing data to someone else for their marketing needs prior written consent;
• breaches of the direct marketing provisions can bring fines of up to HK$1 million and imprisonment of up to five years, depending on the breach.

Two other points from the same guide: there is currently no mandatory data breach notification under the Ordinance, and the cross-border transfer restriction in section 33 is not in force, though PCPD guidance encourages following it.

In practice: let the agent answer and book, but do not let it quietly collect numbers for a promotions list. If you want to market later, ask clearly and record the answer. Our guide on writing a WhatsApp privacy notice helps with the wording. This is general guidance, not legal advice.

Does the UEMO apply to WhatsApp promotions?

Yes, for commercial messages. In a 2016 Legislative Council reply, the government said the Unsolicited Electronic Messages Ordinance adopts a "technology-neutral" principle, and that this includes commercial short messages sent via instant messaging apps such as WhatsApp Messenger. The same year OFCA obtained a court order to investigate suspected unsolicited commercial messages sent on WhatsApp.

The UEMO has its own requirements on sender information and unsubscribe requests, so read OFCA's guidance before you send any promotional broadcast. Replies to customers who messaged you are a different matter: they asked. ReplyKit only replies and sends no broadcasts.

How do you set up an agent for Cantonese and English?

Hong Kong customers mix languages in a single line: written Cantonese, Traditional Chinese characters and English words for anything booking-related. A typical salon chat looks like "聽日3點有冇位? 想book facial". Keyword bots fail on this; an AI agent reads the meaning.

1. Write your knowledge in whichever language your team uses. ReplyKit replies in the customer's language across more than 30 languages, so English facts can produce a Chinese reply and the other way round.
2. Add the local words. Booking terms (book, confirm, deposit, 改期), prices quoted in HK$, district names and landmarks for directions.
3. Set the tone. Tell the agent whether to reply in the language the customer used, which is usually right, and how formal to be.
4. Test before going live. Paste in twenty real messages from last week, including voice notes, and check every answer. Our guide to mixed languages and slang explains what to look for.

How do customers pay, and what should the bot do about it?

Many pay by FPS. The HKMA told the Legislative Council in February 2026 that FPS had 18.92 million registrations at the end of 2025 and handled an average of 2.04 million Hong Kong dollar real-time transactions a day, with merchant payments 13% of transactions and growing.

ReplyKit does not take payments in the chat and cannot see your bank account. Write how you accept payment and deposits into its knowledge, and instruct it to hand the chat to a person when a customer says "已過數" or sends a payment screenshot, so a human confirms the money arrived before the booking is final.

Which option suits a Hong Kong small business?

Where ReplyKit fits for businesses in Hong Kong

We make ReplyKit, so weigh our view accordingly. It answers WhatsApp and website chat from your website, PDFs and price lists, books into real open slots with double-booking protection and a reminder about 24 hours before, scores leads hot, warm or cold, and hands any chat to you in one click. When the answer is not in your knowledge, it says so and escalates rather than inventing a price.

It connects through Quick Connect, a QR scan of about two minutes. That route is unofficial: not the WhatsApp Business API, not sanctioned by Meta, and a number can be restricted; WhatsApp's help center warns that unofficial apps may lead to a temporary or permanent ban. You see one plain notice before connecting, and pressing Connect is your acceptance of section 3 of our Terms. Use a dedicated number. Because there is no API, there are no Meta charges. Plans are US$29, $49 or $99 a month (roughly HK$226, HK$382 or HK$772 at 7.8); try it free for 7 days with no card.

Not the right choice if you send promotions, need a verified badge, need Instagram DMs in the same inbox, or want HK$ invoices.

Frequently asked questions

ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. Meta's rates are list rates in US dollars and exclude provider charges; HK$ amounts are approximate conversions. Third-party prices were checked in October 2026 and may change. This article is general guidance for businesses in Hong Kong, not legal advice.