Before You Begin
Before using WhatsApp: Customer Service Window Check:
WhatsApp must be connected and enabled for the Kyrios account.
The workflow must contain a trigger that enrolls the appropriate contacts.
The WhatsApp phone number used by the workflow must be available in the account.
If you plan to send messages when the customer service window is closed, an approved WhatsApp template must already be available.
A free-form WhatsApp message can only be used when the contact has an open customer service window.
What Is a WhatsApp Customer Service Window?
A WhatsApp customer service window is a 24-hour period that starts or refreshes when a WhatsApp user sends a message to your business. While the customer service window is open, your business can respond with free-form WhatsApp messages. If the customer service window is closed, the workflow must use an approved WhatsApp template to initiate or resume outbound communication.
The WhatsApp: Customer Service Window Check action evaluates this status and creates separate Open and Closed workflow branches.
What Are WhatsApp Conversations?
WhatsApp conversations are messaging sessions between your business and a customer. The provided feature documentation identifies several conversation categories:
Marketing
Utility
Authentication
Service
Marketing, utility, and authentication conversations can begin when an approved template from the corresponding category is sent. A service conversation is associated with customer-initiated messaging and the customer service window. A customer must have an active customer service window before your business can send a non-template message.
How the Open and Closed Branches Work
The WhatsApp: Customer Service Window Check creates two workflow paths.
Open means the contact currently has an active customer service window. The workflow can continue with a WhatsApp action configured as None - Free form message. Closed means the contact does not currently have an active customer service window. The workflow should continue with a WhatsApp action that uses an approved template. This branching logic lets one workflow handle both situations automatically.
Create a Workflow
Go to Automation > Workflows.
Click Create Workflow.
Select Start from Scratch.
Add the trigger that should enroll contacts into the workflow.
Add the Customer Service Window Check
In the Workflow Builder, click the + where you want to add the check.
Search for WhatsApp.
Select WhatsApp: Customer Service Window Check.
The standard WhatsApp action and WhatsApp: Customer Service Window Check appear separately. Select the Customer Service Window Check action when you need the workflow to branch based on the 24-hour window.
Select the WhatsApp Conversation Phone Number
After adding WhatsApp: Customer Service Window Check:
Review or rename the Action Name if needed.
Open Conversation Phone Number.
Select the WhatsApp-enabled phone number that should be checked.
Click Save Action.
The selected phone number determines which WhatsApp conversation context Kyrios evaluates for the customer service window. After the action is saved, the workflow creates an Open branch and a Closed branch.
Configure the Open Branch
Use the Open branch when you want to send a free-form WhatsApp message during an active customer service window.
Click the + under the Open branch.
Select the WhatsApp action.
Set Select WhatsApp Template to None - Free form message.
Enter the message you want to send.
Add supported contact or appointment values if needed.
Click Save Action.
Configure the Closed Branch
Use the Closed branch when the contact does not have an active customer service window.
Click the + under the Closed branch.
Select the WhatsApp action.
Open Select WhatsApp Template.
Choose an approved WhatsApp template.
Confirm that the template variables are mapped correctly.
Click Save Action.
When a template is selected, the message content is based on the approved WhatsApp template rather than an unrestricted free-form message.
Example Workflow Structure
A typical workflow can use this structure:
Trigger → WhatsApp: Customer Service Window Check
If Open: WhatsApp action → None - Free-form message
If Closed: WhatsApp action → Approved WhatsApp template
This structure allows the workflow to choose the appropriate WhatsApp message type automatically instead of requiring separate workflows for open and closed customer service windows.
Free-Form Messages vs. WhatsApp Templates
A free-form message is message content entered directly into the WhatsApp workflow action. Use a free-form message when the Customer Service Window Check returns Open. An approved WhatsApp template is a message template that has been approved for WhatsApp messaging.
Use an approved template when the Customer Service Window Check returns Closed. Selecting None - Free form message is therefore not interchangeable with selecting an approved template. The correct option depends on the state of the contact's customer service window.
Check WhatsApp Conversation Usage in Meta
WhatsApp conversation usage can be reviewed in Meta's WhatsApp Business reporting. The reporting view can display conversation categories such as:
All conversations
Free conversations
Marketing
Utility
Authentication
Service
Common Issues and Fixes
The Customer Service Window Check action is not available
Confirm that WhatsApp is connected and enabled for the Kyrios account. Then search for WhatsApp again when adding an action in the Workflow Builder.
The Open branch is not being used
The Open branch is only used when the selected WhatsApp conversation has an active customer service window for the contact. If the contact has not messaged the business within the applicable window, the workflow can route to Closed.
A free-form WhatsApp message does not send
Confirm that the workflow entered the Open branch before using None - Free form message. Free-form messaging requires an active customer service window.
The Closed branch cannot send my custom message
The Closed branch should use an approved WhatsApp template. A free-form message cannot be used to replace the required template when the customer service window is closed.
My approved template is not available in the WhatsApp action
Confirm that the template has been approved and is available to the WhatsApp configuration used by the account. Also confirm that all required template variables are mapped.
The wrong WhatsApp number is being checked
Open the WhatsApp: Customer Service Window Check action and review Conversation Phone Number. Select the phone number associated with the WhatsApp conversation the workflow should evaluate.
FAQ
What does WhatsApp: Customer Service Window Check do?
WhatsApp: Customer Service Window Check determines whether the selected WhatsApp conversation currently has an open customer service window for the contact. The workflow then routes the contact through either an Open or Closed branch.
What happens when the customer service window is open?
When the customer service window is open, the workflow can use a WhatsApp action with None - Free form message selected. This allows the workflow to send message content entered directly into the action.
What happens when the customer service window is closed?
When the customer service window is closed, use an approved WhatsApp template in the WhatsApp action. A free-form message should not be used on the closed branch.
What is the difference between None - Free form message and a WhatsApp template?
None - Free form message lets you enter unrestricted message content for use during an open customer service window. A WhatsApp template is pre-approved message content used when template messaging is required, including when the customer service window is closed.
Does a customer's inbound WhatsApp message open the customer service window?
Yes. The provided feature documentation states that when a WhatsApp user messages your business, the 24-hour customer service window starts or refreshes.
Does the 24-hour window restart when the customer sends another message?
Yes. A new inbound WhatsApp message from the customer starts or refreshes the customer service window according to the provided feature documentation.
Can I combine WhatsApp with SMS or email in the same workflow?
Yes. A Kyrios workflow can include WhatsApp actions alongside other supported workflow actions, including other communication channels.
Do I need a separate workflow for open and closed customer service windows?
No. The WhatsApp: Customer Service Window Check creates separate Open and Closed branches inside the same workflow. You can configure the appropriate WhatsApp action under each branch.
Which phone number does the Customer Service Window Check evaluate?
The action evaluates the WhatsApp conversation associated with the phone number selected under Conversation Phone Number. If an account has multiple available numbers, select the number used for the WhatsApp conversation you want the workflow to evaluate.
Where can I review WhatsApp conversation usage?
WhatsApp conversation reporting is available through Meta's WhatsApp Business reporting tools. The available reporting categories and pricing rules are controlled by Meta and can change independently of Kyrios.