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Workflow Action: WhatsApp Customer Service Window Check

Overview​

The WhatsApp Customer Service Window Check action in Stack helps you determine if your customer service window is open before sending free-form messages. When open, you can send unlimited free-form messages for the first 1,000 service conversations each month at no additional cost. This feature ensures effective communication with your customers while managing costs efficiently.

Action Name​

WhatsApp Customer Service Window Check

Action Description​

This action checks if there's an active customer service window between your business and a customer. The window opens when a customer sends a message to your business and lasts for 24 hours. During this period, you can send unlimited free-form messages. If the window is closed, you will need to use pre-approved WhatsApp templates to start a new conversation.

Key Features​

  • Automatically checks the status of the 24-hour customer service window.
  • Allows sending free-form messages when the window is open.
  • Utilizes pre-approved templates to initiate conversations if the window is closed.
  • Saves messaging costs by leveraging the 1,000 free service conversations per month.

Action Details​

Step-by-Step Guide​

Add the WhatsApp Customer Service Window Check:

  1. Navigate to Automations > Workflows > Create Workflow > Start from Scratch.
  2. Add the WhatsApp: Customer Service Window Check action. This will create two branches: "Open" and "Closed."

Configure the Open Branch:

  • Under the Open branch, select the WhatsApp Send Message action and choose None - Free Form Message.
  • When the window is open, send free-form messages without restrictions, utilizing the free tier of 1,000 conversations per month.

Configure the Closed Branch:

  • Under the Closed branch, select the WhatsApp Send Message action and choose an approved Marketing/Utility Template.
  • If the window is closed (no customer response in the last 24 hours), only pre-approved template messages can be sent to initiate a new conversation.

Example​

Scenario​

A business wants to follow up with a customer 24 hours after an appointment to check if they need further assistance.

Workflow Setup​

  • Trigger: Customer Appointment booked

  • Action: WhatsApp Customer Service Window Check

    • Open Branch: Send a free-form follow-up message asking the customer if they need any help.
    • Closed Branch: Send a pre-approved WhatsApp template message to re-initiate the conversation.

Outcome​

  • If the customer service window is open, the customer receives a personalized message at no additional cost.
  • If the window is closed, a template message is sent to re-engage the customer.

FAQs​

  1. What is the difference between "None - Free Form Message" and selecting a template?

    • "None - Free Form Message" allows you to send messages within the 24-hour customer service window. Templates are used outside of the window for specific purposes like marketing or utility messages.

  2. How can I check my free tier conversation count?

    • You can view your free tier conversation count in Facebook Business Manager under Account Tools > Insights.

  3. Can I use WhatsApp automation outside the 24-hour window?

    • Yes, you can use pre-approved WhatsApp templates to send messages once the customer service window closes.

  4. What is a Free Entry Point Conversation?

    • Triggered when a customer engages through a "Click to WhatsApp" ad or CTA button, lasting 72 hours, allowing both free-form and template messages.