Service Desk · Workflow
WhatsApp service window rule
How replies respect WhatsApp's customer service window and templates.
Step by step
Each step is a governed Action: it is permission-checked, logged, and either reversible or compensated.
- 1
An agent or Digital Employee composes a reply
- 2
If the last inbound message is inside the service window, a free-form reply is allowed
- 3
Outside the window, an approved template for the purpose is required, with its category and rate shown
- 4
Without an approved template, the send is blocked and email or a template submission is suggested
- 5
Delivery status is recorded on the ticket
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