NexlyFlowPopular:
The 24-hour customer service window
About 4 minutes
What you will finish with. A clear picture of when you can reply freely and when you need a template.
Who this is for. Anyone answering customers in the Inbox.
WhatsApp does not let businesses message people whenever they want. The rule is simple: when a customer messages you, a 24-hour window opens. Inside that window you can reply with anything — text, images, documents, buttons. Once it closes, you can only reach that person again with a template Meta has approved.
What you see in NexlyFlow
- A green banner at the top of the conversation means the window is open, and it shows the exact time it expires.
- An amber banner means the window has closed. The reply box switches to template mode.
- The Window expired filter in the Inbox lists every conversation in that state.
The clock restarts every time the customer sends a new message. A reply from you does not extend it.
Working with the rule instead of against it
- Answer while the window is open. A reply within an hour costs nothing extra and keeps the conversation going.
- If you know you will need to follow up later, prepare a Utility template in advance rather than scrambling when the window has closed.
- Use the Unreplied filter each morning to catch conversations before their window runs out.