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WhatsApp 24-Hour Window

On WhatsApp, you can send free-form replies only while Meta’s customer care window is open. Kazenly tracks that window from the customer’s last inbound message (default 24 hours).

There is no live countdown in the Inbox — you see banners and composer state when the window closes or the thread is marked Expired.

While the Window Is Open​

With an open WhatsApp thread assigned to you (or after Take Over from the bot):

When the Window Closes​

Kazenly marks the conversation Expired after the timeout (see How a Conversation Expires). In the chat pane you see:

Customer care window closed

Free text is unavailable. Send an approved Utility template to re-engage, or add an internal note.

ActionAvailable?
Free text or media❌
Send Utility template✅
Internal note✅ (assigned agent)
Take Over / bot handover❌ on expired threads

Composer placeholder when expired:

Window closed — use Send Utility template, or enable Internal Note

The send button may show Expired and stay disabled for customer messages.

Utility Templates Outside the Window​

Approved Utility templates are designed for business-initiated contact when the 24-hour session has ended. Sending one from the inbox may move the thread back to Open in the list for workflow — it does not restore free text or media. The banner and Send Utility Template stay until the customer replies and Meta’s care window reopens.

See Send a Utility Template.

Customer Replies Reset the Clock​

When the customer sends a new WhatsApp message, a fresh care window opens. Free text and media unlock in the composer without a hard page reload. Your team can reply normally while that window is active.

Find Expired WhatsApp Threads​

Inbox tabs hide Expired rows. Use Conversations → Expired — Working Expired Threads.