Check the WhatsApp Customer Service Window Before Sending

By Sparkforge Support Team ·Last reviewed May 3, 2026

The WhatsApp Customer Service Window Check action splits a workflow into Open and Closed branches. Use the Open branch for free-form messages and the Closed branch for pre-approved templates so you stay compliant and avoid extra costs.

The WhatsApp Customer Service Window Check action determines whether you can still send free-form WhatsApp messages to a contact. WhatsApp gives every business a 24-hour reply window after a customer messages in. While that window is open, free-form messages are unrestricted. When it closes, you must use an approved template to re-engage.

Why the check matters

Each subaccount gets up to 1,000 free service conversations per month while the window is open. Splitting your workflow on this check keeps you inside that free tier and prevents accidental template charges when free-form would have worked.

Key behavior

Automatically detects whether the 24-hour service window is open.
Routes to a free-form send when open.
Routes to a pre-approved template when closed.
Optimizes against the 1,000 free service conversations per month.

Prerequisites

Enable WhatsApp on the Sparkforge subaccount and complete the WhatsApp Subaccount Setup. For business-initiated messages, have at least one approved WhatsApp template ready.

Configure the window check

Go to Automations > Workflows > Create Workflow > Start from Scratch.
Add the WhatsApp: Customer Service Window Check action. Two branches appear: Open and Closed.
Under the Open branch, add WhatsApp — Send Message with type None — Free Form Message.
Under the Closed branch, add WhatsApp — Send Message and pick an approved Marketing or Utility template.
Save and publish the workflow.

Example: 24-hour appointment follow-up

A clinic wants to follow up 24 hours after each appointment to ask if the customer needs anything else.

Trigger: Customer Appointment Booked (delayed 24 hours)
Action: WhatsApp Customer Service Window Check
Open branch: Free-form message asking how the visit went.
Closed branch: Approved follow-up template that re-opens the conversation.

If the window is open, the contact gets a personal message at no extra cost. If it closed, an approved template re-engages them within WhatsApp policy.

Frequently Asked Questions

What is the difference between None — Free Form Message and a template?

Free Form Message sends within the 24-hour window with no template required. Templates are required to start a conversation outside the window and must be pre-approved by WhatsApp.

How do I check my free tier service conversation count?

Open Facebook Business Manager and go to Account Tools > Insights to see how many of the 1,000 monthly free service conversations you have used.

Can I run WhatsApp automation outside the 24-hour window?

Yes. Use approved templates in the Closed branch to re-initiate the conversation. Once the contact replies, the service window reopens for 24 hours.

What is a Free Entry Point conversation?

It opens when a contact engages through a Click-to-WhatsApp ad or CTA button. It lasts 72 hours and supports both free-form and template messages.

Will the window check ever produce a false negative?

No. The check uses the WhatsApp Business Platform's official window state at runtime, so the branch matches whatever WhatsApp would enforce on the send.