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BizStackPro Help Center · Workflows & Automation
WhatsApp: Customer Service Window Check
Use the Customer Service Window Check workflow action in BizStackPro to confirm whether the WhatsApp service window is open—so you always send the right message type at the right time.
Staying Compliant With WhatsApp Messaging Instead of Guessing What You Can Send
WhatsApp communication rules can become confusing when businesses are unsure whether they can send free-form messages, need approved templates, or must follow specific conversation window requirements.
BizStackPro Customer Service Window Check workflows automatically determine whether a WhatsApp service window is open so businesses can send the correct message type while maintaining compliance.
Without service window verification, businesses may attempt to send unsupported message types, create communication failures, reduce deliverability, or run into compliance issues with WhatsApp messaging policies.
This guide explains how the Customer Service Window Check works, how service windows affect messaging options, and how to build compliant WhatsApp automation inside BizStackPro.
Before building WhatsApp messaging workflows, it helps to understand how customer service windows, approved templates, free-form messages, conversation types, and multi-channel automation work together inside BizStackPro.
Before You Start
- WhatsApp is enabled for your BizStackPro location
- Approved WhatsApp templates are available for business-initiated messages
- An active WhatsApp number is selected for workflow use
Understanding WhatsApp Conversations
WhatsApp conversations are time-based message threads that help determine how messages are categorized (and often billed). Most conversations last 24 hours and determine whether free-form messages are allowed.
Common conversation types
- Marketing, Utility, or Authentication: Typically initiated using approved templates
- Service conversations: Often use free-form messages during an open service window
What Is a Customer Service Window?
A customer service window begins when a customer sends you a WhatsApp message and remains open for 24 hours. Each customer reply can refresh the window, allowing continued free-form communication.
Key rule: Free-form messages are only permitted when the service window is open. When the window is closed, you must use approved WhatsApp templates.
Step 1: Create a Workflow
- Open the workflow builder.
- Create a new workflow.
- Start from a blank workflow.
Step 2: Add the Service Window Check
- Add the WhatsApp Customer Service Window Check action.
- Select an active WhatsApp number.
- Review the automatically created Open and Closed branches.
What this gives you: A clean split in your workflow so you can send the right message type automatically—without guessing.
Step 3: Configure the Open Branch
- Add a WhatsApp send message action.
- Choose a free-form message option.
- Write the message you want to send.
Free-form messages are only permitted when the customer service window is open.
Step 4: Configure the Closed Branch
- Add a WhatsApp send message action.
- Select an approved template (marketing/utility/authentication).
- Optionally add SMS or email follow-up actions.
Why templates matter: When the service window is closed, templates are the compliant way to re-initiate messaging.
Free Entry Point Conversations
- Triggered by Click-to-WhatsApp ads or Facebook call-to-action buttons
- Remain open for 72 hours instead of 24
- Allow both free-form and template messages during that window
Best Practices
- Always check the service window before sending free-form messages
- Use templates strategically to reopen conversations when the window is closed
- Combine WhatsApp with SMS or email for full coverage
- Test workflows to confirm routing and message type behavior
Send WhatsApp messages the right way
Use the service window check to keep your automation compliant—while still following up fast across WhatsApp, SMS, and email.
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Frequently Asked Questions
What is a WhatsApp customer service window?
A customer service window is a 24-hour period that begins when a customer sends you a message. During this window, you can send free-form WhatsApp messages without using templates.
What happens if the customer service window is closed?
If the window is closed, you can only send approved WhatsApp template messages such as marketing or utility templates.
Can I combine WhatsApp workflows with SMS or email?
Yes. BizStackPro workflows allow you to combine WhatsApp with SMS, email, and other channels for multi-channel automation.
What is a free entry point conversation?
A free entry point conversation starts when a customer clicks a Click-to-WhatsApp ad or Facebook CTA and lasts 72 hours, allowing free-form and template messages.
Multi-channel automation without compliance headaches
Use WhatsApp service window logic plus SMS/email fallbacks so you stay consistent—and keep conversations moving.
Right message type. Right timing.
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