Who This Is For / When to Use
This feature is for teams using WhatsApp inside Kyrios workflows who need to automatically decide whether they can send free‑form messages or must use approved templates based on WhatsApp’s 24‑hour customer service window rules.
Use this action when:
Sending automated WhatsApp messages from workflows
Avoiding failed or restricted WhatsApp sends
Optimizing messaging costs by using free‑form messages when allowed
Prerequisites for Using WhatsApp in Workflows
WhatsApp actions in workflows require an active WhatsApp integration and, when applicable, approved templates.
WhatsApp Subscription Requirement
WhatsApp must be subscribed to and enabled on the location account before it can be used in workflows.
WhatsApp Template Requirement (For Business‑Initiated Messages)
Approved WhatsApp templates are required when sending business‑initiated messages outside the 24‑hour customer service window.
What Is a WhatsApp Conversation?
A WhatsApp conversation is a 24‑hour messaging session between a business and a contact that determines messaging permissions and billing.
Conversations are started by either:
Sending an approved WhatsApp template message, or
Sending a free‑form message when a customer service window is open
Types of WhatsApp Conversations
WhatsApp supports two primary conversation types that impact workflow behavior.
Marketing, Utility, and Authentication Conversations
Marketing, Utility, and Authentication conversations are created when approved templates are sent.
If a conversation of the same category is already open, no new conversation is created. Otherwise, a new 24‑hour conversation begins.
Example:
Hour 0: Marketing template is sent → New marketing conversation starts
Hour 4: Utility template is sent → New utility conversation starts
Hour 10: Another utility template is sent → No new conversation (utility already open)
Service Conversations
Service conversations are created when a free‑form message is sent and a customer service window is open.
A service conversation only starts if no other conversation is active.
Example:
Hour 0: Marketing template sent → Marketing conversation starts
Hour 4: Customer replies → Customer service window opens
Hour 5: Free‑form message sent → No new service conversation (marketing still active)
Hour 25: Free‑form message sent → New service conversation starts
What Is the Customer Service Window?
The customer service window is a 24‑hour period that begins or refreshes when a customer sends a WhatsApp message.
During this window:
Free‑form WhatsApp messages are allowed
No templates are required
Messages do not incur template‑based charges
When the window expires:
Free‑form messages are blocked
Only approved WhatsApp templates can be sent
How the WhatsApp Customer Service Window Check Works
The WhatsApp: Customer Service Window Check action evaluates whether the contact is currently inside or outside the active customer service window.
The action automatically creates two workflow branches:
Open – The customer service window is active
Closed – The customer service window has expired
Each branch allows Kyrios to send the correct type of WhatsApp message without errors.
How to Use WhatsApp: Customer Service Window Check
Step 1: Create a Workflow
Create a new workflow where WhatsApp messaging logic is required.
Navigate to Automation > Workflows
Click Create Workflow
Select Start from Scratch
Step 2: Add the Customer Service Window Check Action
Add the WhatsApp window validation step.
Click the + icon to add an action
Search for WhatsApp
Select WhatsApp: Customer Service Window Check
Step 3: Configure the Action
Select the WhatsApp phone number used for the conversation.
Only WhatsApp numbers with an ACTIVE status appear in the dropdown to prevent configuration errors.
Step 4: Understand Workflow Branches
The action automatically creates two branches:
Open – Customer service window is active
Closed – Customer service window is inactive
Step 5: Configure the Open Branch
When the window is open, free‑form messages are allowed.
Add a WhatsApp action under the Open branch
Select None – Free form message
Enter the message content
Step 6: Configure the Closed Branch
When the window is closed, only approved templates can be sent.
Add a WhatsApp action under the Closed branch
Select a Marketing or Utility template
Save the action
WhatsApp Conversation Insights and Billing Visibility
WhatsApp conversation usage and charges are visible inside Kyrios insights.
Common Issues and Fixes
WhatsApp Number Does Not Appear in Dropdown
Only WhatsApp numbers with an ACTIVE status are available for selection.
Fix:
Navigate to WhatsApp settings
Confirm the number status is Active
Complete WhatsApp onboarding if required
Free‑Form Message Fails to Send
Free‑form messages only work when the customer service window is open.
Fix:
Confirm the workflow path uses the Open branch
Use an approved template in the Closed branch
Unexpected WhatsApp Charges
Charges may apply when sending templates outside the service window.
Fix:
Use free‑form messages in the Open branch
Review conversation insights regularly
Frequently Asked Questions
What is the difference between free‑form messages and templates?
Free‑form messages can only be sent during the active 24‑hour customer service window. Templates are required outside this window and must be pre‑approved by WhatsApp.
Can workflows combine WhatsApp with SMS or Email?
Yes. Kyrios workflows support multi‑channel automation, allowing WhatsApp, SMS, Email, and other actions in the same workflow.
Can I message customers after the 24‑hour window expires?
Yes. Approved WhatsApp templates can be sent after the window closes, and these messages may incur charges.
What is a Free Entry Point Conversation?
A Free Entry Point Conversation starts when a user clicks a Click‑to‑WhatsApp ad or Facebook CTA.
Lasts up to 72 hours
Allows free‑form and template messages
Counts as a free conversation entry