Customer Care Windows
Meta limits when businesses can message customers. Kazenly surfaces those limits in the chat pane with banners, placeholders, and Expired status — there is no live countdown on open threads.
| Channel | Free-text window | After window | Full expiry |
|---|---|---|---|
| ~24h after last customer message | Utility template or internal note | Expired at 24h (default) | |
| ~24h after last customer message | Human Agent text (assigned agent, up to 7 days) | Expired at 7 days |
Articles
| ID | Title | Status |
|---|---|---|
| 9.1 | WhatsApp 24-Hour Window | ✅ Published |
| 9.2 | Instagram 24-Hour Window and Human Agent | ✅ Published |
| 9.3 | How a Conversation Expires | ✅ Published |
| 9.4 | Your Chat Will Expire Shortly | ✅ Published |
Chapter 9 complete. Next: Kazenly Automations (chapter 10).
See also: Sending Messages (chapter 8) · Working Expired Threads (5.4) · Open, Pending, Queued, Expired (2.3).