We’re excited to announce a new feature in the Workflow Builder: the WhatsApp Customer Service Window Check. This tool helps businesses streamline their interactions with customers by determining if a customer service window is open, allowing more flexibility in messaging.

What is the WhatsApp Customer Service Window Check?

The WhatsApp Customer Service Window Check feature enables you to check whether an active communication window is open between your business and a customer. During this open window, your business can send free-form messages to customers at no additional cost, up to 1,000 service conversations per month.

Here’s a quick breakdown of how this works:

• Free-form Messaging: Unlike message templates that require pre-approval, free-form messages sent during this window don’t need Meta’s approval. This gives you the ability to engage freely with customers during their initial contact period.

• No Cost for Conversations: For the first 1,000 service conversations each month, you can communicate with your customers without being charged. This feature makes customer interactions more cost-efficient, especially for businesses managing large volumes of customer inquiries.

How to Set Up the WhatsApp Customer Service Window Check

1. Navigate to the Workflow Builder: Head to the automations section of the Workflow Builder and select "Create Workflow."

   

2. Add the Action: Choose the action "WhatsApp Customer Service Window Check."

   

3. Select Branches: When this action is added, it creates two branches—"Open" and "Closed."

   

   • Open Branch: This triggers free-form messaging.

     

   • Closed Branch: This can be set to marketing utility, which might involve sending a templated message.

     

4. Set the Logic: Define what happens based on whether the window is open or closed. For example, if you're within the 24-hour open window, the messages can be free-form; outside the window, you may switch to a different messaging format.

Key Benefits of the Customer Service Window Check

• Flexibility in Messaging: Use free-form messages without needing approval, giving you more immediate communication with customers.

• Cost-effective Conversations: Take advantage of the 1,000 free conversations each month to reduce your messaging costs.

• Automation Simplified: Easily integrate the feature into your workflows, automating customer service while adhering to Meta’s messaging policies.

This feature is part of a broader set of updates that enhance WhatsApp’s functionality, making it easier to communicate with your customers in a more personal and direct way.

What’s Next?

Stay tuned for more exciting updates, including WhatsApp channel integration with AI, automated appointment flows, template analytics, and message scheduling options.