Using the WhatsApp Customer Service Window Check in Workflows

Understanding the Customer Service Window Check

The WhatsApp: Customer Service Window Check is a workflow condition that allows you to automate sending free-form WhatsApp messages without incurring per-message costs. It checks whether a 24-hour customer service window is currently open with a contact. If the window is open, you can send an unlimited number of free-form messages, drawing from your monthly allowance of 1,000 free service conversations.

Prerequisites

Before you can use this condition, you must have:

• An active WhatsApp subscription enabled for your location account.
• An approved WhatsApp message template if you plan to initiate conversations outside of a service window.

Key Concepts: Conversations and Windows

What is a Conversation?

A conversation is a 24-hour message thread that forms the basis for WhatsApp's pricing. A new conversation is opened when you send a message to a customer under specific conditions. There are two primary categories:

• Template Conversations (Marketing, Utility, Authentication): Opened when you send an approved template message, but only if an open conversation of that same category doesn't already exist with the contact.
• Service Conversations: Opened when you send any message that is not a pre-approved template (a free-form message) to a contact, but only if no open conversation of any category currently exists.

What is the Customer Service Window?

The customer service window is a separate 24-hour timer that starts or refreshes whenever a contact sends you a message on WhatsApp. While this window is open, you are permitted to send them free-form messages. This window is what the workflow condition checks for.

Your WhatsApp Business Account receives 1,000 free service conversations per month. Sending a free-form message when a service window is open but no other conversation is active will consume one of these free conversations. Once a service conversation is open, you can continue sending free-form messages within it without opening additional ones until that 24-hour conversation expires.

How to Set Up the Condition in a Workflow

Follow these steps to build a workflow that intelligently sends messages based on the service window status.

1. Navigate to Automations > Workflows and create a new workflow from scratch.
2. Click the plus icon to add an action and select the WhatsApp: Customer Service Window Check condition.
3. Configure the condition by selecting the phone number associated with the WhatsApp conversation.

The condition will create two branches in your workflow: Open and Closed.

Configuring the "Open" Branch

If the customer service window is found to be open, you can add a WhatsApp action in this branch. When setting up this action, select the option for None – Free form message. This allows you to compose and send an unlimited number of custom messages at no cost, as long as you have free service conversations remaining for the month.

Configuring the "Closed" Branch

If the customer service window is closed (meaning the contact hasn't messaged you in the last 24 hours), you must start the interaction differently. In this branch, add a WhatsApp action and choose an approved Marketing or Utility template. Sending this template will open a new conversation, which may allow the contact to reply and re-open the service window.

Frequently Asked Questions

What is the difference between "None – Free form message" and selecting a template?

Choosing None – Free form message allows you to send a custom, non-templated message. You can only use this option when a 24-hour customer service window is active. Selecting a specific template is for sending a pre-approved message format, which is the required method for initiating contact when a service window is closed.