Last updated: 2026-10-12
The 24-hour customer service window
On Meta's official API, every time a customer messages you, a 24-hour window opens. Inside it you can reply freely; outside it, only approved templates can be sent.
How it works
- The window starts with the customer's last message and lasts 24 hours.
- Each new customer message restarts it.
- After it closes, send an approved template to restart the conversation.
- On Instagram Direct and Messenger the 24-hour rule also applies, but there are no templates.
In Veylo
The conversation header shows how much of the window is left. When it closes, the message field offers approved templates instead of free text. QR Code connections are not subject to this API rule.
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