The WhatsApp Customer Service Window Check action lets you determine if your 24-hour customer service window is open before sending free-form messages to your dance studio clients. When the window is open, you can send unlimited personalized messages for the first 1,000 service conversations each month at no extra cost. This ensures you take full advantage of timely communication with your dance studio families, helping you stay connected without incurring additional costs.
• WhatsApp Customer Service Window Check
The WhatsApp Customer Service Window Check confirms whether an active customer service window is open between your studio and a client. A customer service window begins when a parent or guardian messages your studio and lasts for 24 hours. During this period, you can send unlimited free-form messages (great for class reminders, last-minute schedule changes, or encouraging feedback). If the window is closed, you will need to use pre-approved WhatsApp templates when reaching out to re-initiate a conversation.
Key Features:
• Automatically verifies if the 24-hour service window is active.• Allows sending free-form messages when the window is open, keeping communication warm and personalized.• Uses pre-approved templates to re-engage clients when the window has closed.• Helps manage messaging costs by leveraging the 1,000 free service conversations per month.
Prerequisites:• Ensure WhatsApp is enabled on your Enrollio subaccount.• If you intend to send studio-initiated messages, have an approved WhatsApp template ready. (Refer to the WhatsApp Subaccount Setup and How to Create a WhatsApp Template guides for additional details.)
Steps:• Navigate to Automations > Workflows > Create Workflow > Start from Scratch in your Enrollio dashboard.• Add the WhatsApp: Customer Service Window Check action. This will create two branches: "Open" and "Closed."
Configure the Open Branch:• Under the Open branch, select the WhatsApp Send Message action and choose "None - Free Form Message."• When the customer service window is open, your studio can send free-form messages—for example, a friendly follow-up after a dance class or an invitation to a special event—without restrictions, making the most of your free-tier conversations.
Configure the Closed Branch:• Under the Closed branch, select the WhatsApp Send Message action and choose an approved Marketing/Utility Template.• When the customer service window is closed (i.e., if there hasn’t been a response within the last 24 hours), you can only send pre-approved template messages to reinitiate the conversation—ideal for reconnecting with clients about new class schedules or upcoming recitals.
Imagine your dance studio wants to follow up with a client 24 hours after a class trial to see if they’d like to book more sessions.
Workflow Setup:• Trigger: A trial class is booked or completed.• Action: WhatsApp Customer Service Window Check.• Open Branch: Send a friendly, free-form follow-up message asking if the client enjoyed the class and reminding them of upcoming dance workshops.• Closed Branch: Send a pre-approved template message designed to re-engage clients by inviting them to sign up for a new class or learn about special promotions.
Outcome:• If the customer service window is open, your client receives a personalized message at no additional cost.• If the window is closed, your studio sends a professional template message to reopen the conversation and keep your dance community engaged.
• What is the difference between "None - Free Form Message" and using a template?
"None - Free Form Message" lets you communicate within the active 24-hour window with personal, unrestricted messages. Templates, on the other hand, are used outside of this window for specific, pre-approved communication needs.
• How can I check my free-tier conversation count?
You can view your free-tier conversation count in Facebook Business Manager under Account Tools > Insights.
• Can I use WhatsApp automation outside the 24-hour window?
Yes. Outside the 24-hour window, pre-approved WhatsApp templates must be used to initiate any new conversation.
• What is a Free Entry Point Conversation?
This occurs when a client interacts through a "Click to WhatsApp" ad or a call-to-action button. It lasts for 72 hours, allowing both free-form and template messages—ideal for engaging new families interested in dance classes.
By adapting the WhatsApp Customer Service Window Check to your studio’s communications, Enrollio helps you keep your dance studio connected with families while managing messaging costs effectively. Happy dancing and seamless communication!
