Using the WhatsApp Customer Service Window Check in Workflows

Overview

The WhatsApp Customer Service Window Check is a workflow action that determines whether you are within a free messaging period with a contact. This period, known as the customer service window, allows you to send messages without incurring per-conversation charges, helping you manage costs effectively.

Understanding the Customer Service Window

When a customer initiates a conversation with your business on WhatsApp, a 24-hour customer service window opens. During this window, you can send an unlimited number of free-form messages to that contact without using a pre-approved template. This is part of the 1,000 free service conversations allocated per month. Once this 24-hour window closes, you must use an approved WhatsApp template to initiate a new conversation.

This workflow action automatically checks the status of this window for a contact, allowing you to tailor your messaging strategy based on whether the window is open or closed.

Adding the Action to a Workflow

Prerequisites

• Your CRM subaccount must have WhatsApp enabled.
• If you plan to send messages outside the service window, you must have an approved WhatsApp template.

Step-by-Step Configuration

1. Navigate to Automations > Workflows and create a new workflow or edit an existing one.
2. Add the WhatsApp: Customer Service Window Check action to your workflow. This action will create two distinct paths in your workflow: one for an Open window and one for a Closed window.
3. Configuring the Open Branch: In the Open branch, add a WhatsApp Send Message action. For the message type, select None - Free Form Message. This allows you to send a custom, non-templated message at no additional cost.
4. Configuring the Closed Branch: In the Closed branch, add a WhatsApp Send Message action. Here, you must select an approved Marketing or Utility template to send a message and re-initiate the conversation.

Example Scenario: Post-Appointment Follow-up

Imagine you want to check in with a customer 24 hours after their appointment.

• Workflow Trigger: Customer Appointment Booked.
• Action: Add a delay of 24 hours, then the WhatsApp Customer Service Window Check.
• Open Window Path: The workflow sends a personalized, free-form message asking if they need further assistance.
• Closed Window Path: The workflow sends a pre-approved template message to start a new conversation.

This ensures cost-effective communication, using free messaging when possible and approved templates when necessary.

Frequently Asked Questions

What is the difference between a 'Free Form Message' and a 'Template'?

A 'Free Form Message' can only be sent within the 24-hour customer service window and does not require pre-approval. A 'Template' is a message that has been approved by WhatsApp and is required for initiating conversations outside of the service window.

How can I check my monthly free conversation count?

Your usage of the 1,000 free conversations per month can be monitored within your Facebook Business Manager account under Account Tools > Insights.

Can I automate messages after the 24-hour window closes?

Yes, by using the Closed branch of this action and selecting an approved WhatsApp template, you can automate messages to contacts outside the service window.

What is a Free Entry Point Conversation?

This is a separate 72-hour messaging window that is triggered when a customer contacts you via a 'Click to WhatsApp' ad or call-to-action button. During this period, you can send both free-form and template messages.