WhatsApp Customer Service Window Check in Workflows

The WhatsApp: Customer Service Window Check condition lets a workflow branch based on whether an active customer service window exists between you and the customer. When the window is open, you can send free-form messages — and the first 1,000 service conversations each month are free.

Prerequisites

WhatsApp must be subscribed and enabled on the sub-account. To send business-initiated conversations, you also need at least one approved WhatsApp template.

What Is a Conversation?

WhatsApp conversations are 24-hour message threads between your business and a customer. Pricing is conversation-based.

Marketing, Utility, and Authentication Conversations

Sending an approved marketing, utility, or authentication template opens a 24-hour conversation of that category — but only if no open conversation of the same category already exists.

Example timeline:

• Hour 0: You send a marketing template. A marketing conversation opens for 24 hours.
• Hour 4: You send a utility template (order confirmation). A utility conversation opens for 24 hours.
• Hour 10: You send another utility template. The existing utility conversation is reused — no new one opens.

Service Conversations

A service conversation opens when you send a non-template message and no other open conversation exists. You must already have a customer service window open to send a non-template message.

What Is a Customer Service Window?

When a WhatsApp user messages your business, a 24-hour customer service window starts (or refreshes). Inside that window, you can send free-form messages.

Free Tier

Each WhatsApp Business Account gets 1,000 free service conversations per month across all phone numbers, refreshed at the start of each month based on the WABA time zone. Marketing, utility, and authentication conversations don't count toward the free tier.

How to Use the Service Window Check

Step 1: Create the Workflow

Go to Automations > Workflows > Create Workflow > Start from Scratch.

Step 2: Add the Check

Click the plus button to add an action and select WhatsApp: Customer Service Window Check.

Step 3: Pick the Phone Number

Choose the conversation's phone number. The action splits into Open and Closed branches.

Step 4: Configure the Open Branch

Add a WhatsApp action and set the template to None - Free form message. While the window is open, you can send unlimited free-form messages until your 1,000 monthly free service conversations are used up.

Step 5: Configure the Closed Branch

Add a WhatsApp action and pick an approved marketing or utility template. Templates are required to start a conversation when no service window is active.

Frequently Asked Questions

Q: What's the difference between None - Free form message and a template?
Free-form works only inside an open 24-hour service window. Templates are pre-approved messages used to start conversations outside the window or for specific purposes (marketing, utility, authentication).

Q: Where do I check my free tier usage?
In Facebook Business Manager, open your WhatsApp account, then go to Account tools > Insights.

Q: Can I combine WhatsApp with SMS or email in the same workflow?
Yes. Sparkforge workflows support multi-channel sequences mixing WhatsApp, SMS, email, and more.

Q: Can I message after the 24-hour window closes?
Only with approved templates, which incur additional charges.

Q: What's a Free Entry Point Conversation?
Triggered when a customer clicks a Click-to-WhatsApp ad or a Facebook Call-to-Action button. It lasts 72 hours instead of 24, and you can send both free-form and template messages during that time.