WhatsApp Launches New Customer Service Window Check for Free-Form Messaging and Cost Efficiency

WhatsApp: Customer Service Window Check

Free-Form Messaging

You can now send unlimited free-form messages to your customers during an open customer service window, which lasts 24 hours from the moment a customer sends you a message. Unlike WhatsApp templates, which require pre-approval, free-form messages within this window do not need to be pre-approved, giving you the flexibility to communicate more spontaneously and efficiently with your customers.

Free Tier Service Conversations

Your WhatsApp Business Account (WABA) is entitled to 1,000 free service conversations per month across all business phone numbers. This free tier allows you to send messages to customers without incurring additional costs, significantly lowering your communication expenses.

Cost Efficiency

By utilizing the Customer Service Window Check, you can monitor when the service window is open and strategically send free-form messages during this period. Maximize your free tier by ensuring that most of your interactions occur within these open service windows.

How It Works

1. Go to Automations > Workflows > Create Workflow > Start from Scratch
2. Click on the plus button to add an action > Select WhatsApp: Customer Service Window Check
3. This action will create two branches: Open and Closed
4. Under the Open branch, select the WhatsApp action and select the template as None – Free form message
5. Under the Closed branch, select the WhatsApp action and select a marketing/utility template to initiate a conversation with the customer

Take advantage of this new feature to enhance your customer communication strategy and optimize your messaging costs.

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