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Instagram 24-Hour Window and Human Agent

Instagram has two layers agents should know:

  1. Standard messaging window — about 24 hours after the customer’s last message (same pattern as WhatsApp for free-form replies).
  2. Human Agent window — for up to 7 days after the last customer message, an assigned human agent may send a limited Human Agent text reply when the 24-hour window has closed.

There are no Utility templates on Instagram. Automation and the bot cannot send Human Agent replies.

Standard Window Open​

While the 24-hour window is open and you are allowed to send:

  • Composer works like WhatsApp text — Instagram is text-only
  • Placeholder: Type your message... (use / for quick replies)

After 24 Hours (Still Within 7 Days)​

If the customer has not messaged again and the thread is still open (not Expired), the composer shows one of two banners:

Assigned to you — Human Agent mode​

Human Agent reply (outside 24h window)

Instagram 24-hour window has closed. You can send a Human Agent support reply within 7 days of the customer's last message. Only assigned human agents can send — not automation.

Placeholder: Human Agent reply (outside 24h window)...

Only the assigned agent (or supervisors/admins per your role) can send. The bot cannot.

Not assigned — window closed​

Instagram messaging window closed

Instagram 24-hour messaging window has closed. The customer must send a new message before you can reply. Take over this conversation to send a Human Agent reply, or add internal notes.

Placeholder: Instagram 24-hour window closed — take over to send Human Agent reply...

Use Take Over in the chat header, then send your Human Agent text.

Internal Notes​

When the 24-hour window is closed but the thread is not Expired, assigned agents can still add internal notes for the team. Notes are not delivered to the customer.

After 7 Days — Expired​

When the 7-day limit passes, Kazenly marks the thread Expired:

Conversation Expired

This conversation has expired and cannot be continued. No new messages can be sent.

Placeholder: Conversation expired - no messages can be sent

No free text, Human Agent replies, or internal notes on fully expired Instagram threads.

Customer Sends Again​

A new customer message reopens the standard 24-hour window on an open thread. If the thread was already Expired, the customer may start a new open conversation when they message your account again.