Workflow Action - WhatsApp Customer Service Window Check

Overview

Action Name

WhatsApp Customer Service Window Check

Action Description

The WhatsApp Customer Service Window Check action determines whether an active customer service window exists between your business and a customer. A customer service window is triggered when a customer sends a message to your business, lasting 24 hours. During this time, you can send unlimited free-form messages. If the window is closed, only pre-approved WhatsApp templates can be used to initiate a new conversation.

Key Features:

• Automatically checks if the 24-hour customer service window is open.
• Allows sending free-form messages when the window is open.
• Uses pre-approved templates to initiate conversations if the window is closed.

Action Details

1. 1Prerequisites:
2. 2Add the WhatsApp Customer Service Window Check:
3. 3Configure the Open Branch:
4. 4Configure the Closed Branch:

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:

• Customer Appointment booked
• WhatsApp Customer Service Window Check.

FAQs

1. 1What 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. 2How 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. 3Can 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. 4What 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.

Before you begin

“Workflow Action - WhatsApp Customer Service Window Check” is part of the Calendars → Calendar Views area in Adaptive AI. Use month, week, day, and agenda views. Automation changes can affect many records at once, so the safest approach is to define the intended entry condition, action, and stopping point before publishing anything. The objective is not merely to save a setting; it is to confirm the result works for the staff member or customer who will depend on it.

• Write down the exact trigger, filters, expected action, and condition that should stop or bypass the automation.
• Use an internal test contact with complete sample data, a valid communication channel, and consent appropriate to the test.
• Confirm that every connected account, custom field, pipeline, calendar, or template referenced by the automation still exists and is available.
• Record the current published status and settings so you can compare behavior or restore the earlier configuration if necessary.
• Choose a quiet test window when a controlled enrollment cannot interfere with active customer communication.

Verify the result

After completing the instructions in this guide, use a controlled test before treating the setup as finished. A saved screen or success message confirms configuration, but only an end-to-end test confirms the business outcome.

1. 1Save the configuration, review every branch from top to bottom, and publish only after required fields and warnings are resolved.
2. 2Run one controlled test using known inputs and note the exact time the test record entered the automation.
3. 3Open execution history and confirm that the record followed the expected branch in the correct order.
4. 4Verify the intended message, task, field update, or status change occurred once and contains the correct merged information.
5. 5Run a negative test that should not qualify; it should remain outside the automation without producing side effects.

Troubleshooting checklist

If the result differs from what you expected, preserve the current state and isolate one variable at a time. Start with the checks below before deleting the configuration or rebuilding it from scratch.

• Confirm the automation is published and that the trigger filters match the test record exactly, including capitalization and date conditions.
• Review re-entry settings to determine whether the same record is allowed to enter again or is being correctly excluded.
• Check the first failed or skipped step in execution history instead of changing several steps at the same time.
• Verify wait steps, account time zone, business-hour windows, and scheduled-send rules when an action appears delayed.
• Reconnect or reauthorize any external service that reports an expired credential, missing scope, or unavailable resource.

Best practices

• Use names that state the audience, trigger, and outcome so another administrator can understand the automation without opening it.
• Keep entry filters narrow and add explicit stop conditions to prevent duplicate messages, tasks, or opportunity changes.
• Respect contact consent, do-not-disturb status, quiet hours, and channel-specific opt-out requirements in every communication path.
• Change one behavior at a time, test it, and document the result before expanding the automation to more records.
• Review execution errors and unexpected enrollments after launch, then again after any connected integration or template changes.