Send WhatsApp Messages and Check the 24-Hour Window

Two actions handle WhatsApp: WhatsApp sends the message, and WhatsApp Customer Service Window Check decides which kind of message is allowed.

The 24-hour rule

When a customer messages you, a service window opens for 24 hours. Inside it you can send free-form messages. Outside it, you may only start a conversation with a pre-approved template. Customers who reply to a message can also open a longer entry-point window with extra freedom.

The WhatsApp action

• Action Name.
• Message Type: choose None - Free Form Message inside the window, or a WhatsApp Template outside it.
• Merge fields such as name and email are supported.

Before using it, make sure WhatsApp is connected and you have approved templates.

The window check action

It splits the workflow into Open and Closed branches.

1. Add WhatsApp Customer Service Window Check.
2. Under Open, add WhatsApp and choose None - Free Form Message.
3. Under Closed, add WhatsApp and choose an approved marketing or utility template.
4. Save and publish.

Example

Twenty-four hours after an appointment, send a follow-up. If the window is open, ask a friendly open question. If closed, send your approved check-in template.

Respect opt-outs

Use Do Not Disturb for WhatsApp to honor people who do not want messages.

Good to know: Always use the window check for follow-ups sent a day or more after the last customer message, so sends do not fail.