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WhatsApp: Customer Service Window Check

Discover how to leverage the WhatsApp: Customer Service Window Check in Stack to enhance your automated workflows and send free-form messages. This feature allows you to determine if there is an active Customer Service Window between your business and a customer, enabling you to send unlimited free-form messages at no cost for the first 1,000 service conversations each month.

Table of Contents​

Prerequisites for Using WhatsApp in Workflows​

To utilize WhatsApp in your workflows, ensure that WhatsApp is subscribed and enabled on your Stack account. Additionally, if you plan to send business-initiated conversations, you must have an approved template ready.

Understanding Conversations​

Conversations are 24-hour message threads between you and your customers, forming the basis for pricing. They can be initiated with either free-form messages or template messages.

Marketing, Utility, and Authentication Conversations​

When you send an approved marketing, utility, or authentication template, we check if a conversation of the same category is already open. If not, a new 24-hour conversation is started.

Example:

  • Hour 0: You send a marketing message. A new marketing conversation opens for 24 hours.
  • Hour 4: You send an order confirmation. A new utility conversation opens for 24 hours.
  • Hour 10: You send a shipment confirmation. The existing utility conversation continues.

Service Conversations​

A service conversation begins when a non-template message is sent and no open conversation exists. A customer service window must be open for this.

Example:

  • Hour 0: You send a marketing message, opening a marketing conversation.
  • Hour 4: The customer replies, opening a customer service window.
  • Hour 5: You send another message; the marketing conversation continues.
  • Hour 25: The service window allows a new message, opening a service conversation.

What is a Customer Service Window?​

A customer service window is a 24-hour period that starts or refreshes when a customer messages you on WhatsApp.

Free Tier Conversations​

Each WhatsApp Business Account receives 1,000 free service conversations monthly. This count resets at the start of each month. Marketing, utility, and authentication conversations are not included in the free tier.

How to Use WhatsApp: Customer Service Window Check​

To send free-form messages, verify if the customer service window is open. If it is, you can send unlimited free-form messages. Here’s how to set it up:

  1. Create a Workflow:

    • Navigate to Automations > Workflows > Create Workflow > Start from Scratch.

  2. Add an Action:

    • Click the plus button and select WhatsApp: Customer Service Window Check.

  3. Select Phone Number:

    • Choose the conversation's phone number.

  4. Open Branch:

    • If the window is open, select WhatsApp action and choose None - Free form message. You can send unlimited messages until your 1,000 free conversations are used.

  5. Closed Branch:

    • If the window is closed, select a marketing or utility template to initiate a conversation.

FAQs​

What's the difference between "None - Free form message" and selecting a template?

None - Free form message allows you to send messages within the 24-hour window. Templates are for pre-approved messages, useful for starting conversations outside the window.

Where can I check my free tier conversation count?

Visit Facebook Business Manager, select your WhatsApp account, and navigate to account tools > Insights.

Can I create workflows that combine WhatsApp with other channels like SMS or Email?

Absolutely! Stack workflows are flexible, allowing you to integrate WhatsApp with SMS, Email, and more for comprehensive automation.

Can I use WhatsApp workflow automation to send messages outside the 24-hour window?

Yes, you can send approved template messages outside the window, though they may incur additional charges.

What's a 'Free Entry Point Conversation' and how is it different?

Triggered by a "Click to WhatsApp" ad or Facebook CTA, it lasts 72 hours, allowing both free-form and template messages.