When a parent messages you on WhatsApp, a 24-hour Customer Service Window opens. During this window, you can send unlimited free-form messages at no cost (up to 1,000 free service conversations per month). This article shows you how to check if the window is open in your automations, so you can send free messages when possible and use templates when needed.
What You Need Before Starting
Make sure WhatsApp is enabled on your Enrollio account. You'll also need at least one approved WhatsApp template message if you want to send business-initiated messages outside the 24-hour window.
Understanding WhatsApp Conversations
WhatsApp pricing is based on 24-hour message threads called "conversations." A conversation starts when you send a message to a parent, and it lasts for 24 hours.
Marketing, Utility, and Authentication Conversations
When you send an approved template (like a promotion or enrollment reminder), Enrollio checks if an open conversation of that type already exists. If not, a new conversation opens for 24 hours.
Example:
- Hour 0: You send a marketing template about your summer program. A marketing conversation opens.
- Hour 4: You send a tour confirmation (utility template). A utility conversation opens.
- Hour 10: You send another enrollment update (utility template). No new conversation opens — the existing utility conversation is still active.
Service Conversations
A service conversation opens when you send a free-form message (not a template) and no other conversation is currently open. You can only send free-form messages during a Customer Service Window.
Example:
- Hour 0: You send a marketing template. A marketing conversation opens.
- Hour 4: The parent messages you back. This opens a 24-hour Customer Service Window.
- Hour 5: You reply with a free-form message. Since a marketing conversation is already open, no service conversation starts.
- Hour 24: The marketing conversation expires.
- Hour 25: You send another free-form message. The Customer Service Window is still open, so a service conversation starts.
What is a Customer Service Window?
When a parent messages you on WhatsApp, a 24-hour Customer Service Window opens. During this time, you can send any type of message — no template required.
Free Service Conversations
Each month, you get 1,000 free service conversations across all your WhatsApp numbers. This resets at the beginning of each month. Marketing, utility, and authentication conversations don't count toward this free tier.
How to Check the Customer Service Window in Automations
Before sending a free-form message, check if the Customer Service Window is open. If it is, you can send free messages. If not, you'll need to use an approved template.
Step 1: Create a New Automation
Go to Automations and click Create Automation. Choose Start from Scratch.
[SCREENSHOT: Automations page showing the Create Automation button and Start from Scratch option]Step 2: Add the Customer Service Window Check
Click the plus button to add an action, then select WhatsApp: Customer Service Window Check.
[SCREENSHOT: Action menu with WhatsApp: Customer Service Window Check highlighted]Step 3: Choose Your WhatsApp Number
Select which WhatsApp number to check for an open Customer Service Window. The automation will branch into two paths:
- Open: Customer Service Window is active (parent messaged you within the last 24 hours)
- Closed: Customer Service Window is not active
Step 4: Configure the Open Branch (Free Messages)
Under the Open branch, add a WhatsApp action and select None - Free form message as your template option. Write your message directly in the text box.
When the Customer Service Window is open, you can send unlimited free-form messages. Each WhatsApp account gets 1,000 free service conversations per month, so these messages don't cost you anything until you exceed that limit.
[SCREENSHOT: WhatsApp action configuration with None - Free form message selected and message composition area]Step 5: Configure the Closed Branch (Template Required)
Under the Closed branch, add a WhatsApp action and select a marketing or utility template. If the parent hasn't messaged you in the last 24 hours, you can only send pre-approved templates.
[SCREENSHOT: WhatsApp action configuration showing template selection dropdown with marketing/utility templates]Frequently Asked Questions
What's the difference between "None - Free form message" and selecting a template?
None - Free form message lets you write any message you want, but only works within the 24-hour Customer Service Window. Templates are pre-approved messages you can send anytime, even outside the window — useful for starting conversations or sending scheduled updates.
Where can I check my free tier conversation count?
Go to Facebook Business Manager, select your WhatsApp account, then navigate to Account Tools > Insights. You'll see how many of your 1,000 free service conversations you've used this month.
Can I combine WhatsApp with other channels like text messages or email?
Yes! Enrollio automations let you combine WhatsApp with text messaging and email. For example, you could send a WhatsApp message during the Customer Service Window, and if there's no response, follow up with a text message or email.
Can I send messages outside the 24-hour Customer Service Window?
Yes, but you'll need to use approved WhatsApp templates. These template-based messages will count toward your paid conversations and incur additional charges based on WhatsApp's pricing.
What's a Free Entry Point Conversation?
Free Entry Point Conversations are special service conversations that don't count toward your 1,000 free tier. They're opened when a parent messages you through certain WhatsApp features like Click-to-WhatsApp ads or QR codes. These conversations are completely free and don't affect your monthly limit.
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