newdata Just to understand a bit better — do you mean when a customer sends you a message and you don’t reply in time, or the other way around?
newdata Because the 24-hour rule works a little differently depending on who starts the conversation.
Swati Yeah, I meant if the customer messages us first — and for some reason we miss it and don’t reply within 24 hours. What happens then?
newdata Got it — thanks for clarifying! So yes, if a customer messages you and you don’t reply within 24 hours, that conversation window automatically closes. After that, you won’t be able to send them any free-form messages.
newdata But the message itself doesn’t “expire” — you can still see it in your system. You just won’t be able to reply unless you use a pre-approved template message to reopen the conversation.
newdata Exactly! After that 24-hour window closes, the only way to reply is by sending an approved template message — like a quick follow-up note. And once the customer replies to that, the 24-hour window opens again and you can continue chatting normally.
