How to message when the 24-hour window is closed ​

The 24-hour customer service window is Meta’s rule: free-form replies are allowed for 24 hours after the contact’s last inbound message. In AvenPing, when it is closed, text, media, forms, and voice notes lock. Click the paperclip to open Templates and send an approved template.

Prerequisites ​

Step-by-step ​

  1. Confirm the window is closed
    Open Messages and select the chat. You cannot type in Type a message. Media items are missing from the paperclip.

  2. Open Templates
    Click the paperclip. AvenPing jumps to Templates when the window is closed.

  3. Send an approved template
    Pick a template, fill variables, and send. See How to send an approved template from the inbox.

  4. Wait for a reply to reopen the window
    When the contact replies, the 24-hour window opens. Assignment events and other internal events do not extend the window—only a real inbound customer message does.

WARNING

Do not try to bypass the window with free-form text. WhatsApp will reject it. Templates and (for many contacts) a campaign are the supported paths.

FAQ ​

Why didn’t assigning an agent reopen the window?

Assignment, intervene, and similar events are not inbound customer messages. Only the contact’s WhatsApp message restarts the 24 hours.

Can I send media after a template?

After they reply, yes. Until then, media stays locked.

Is a campaign different?

A campaign sends templates to many contacts from Broadcast → Campaigns. Inbox Templates is one conversation.