Your Chat Will Expire Shortly
About one hour before a WhatsApp customer-care window ends, Kazenly may send the customer an automated WhatsApp message so they know the chat will time out. This applies only while the thread is still open and inside Meta’s 24-hour session.
Default Customer Message
Unless your workspace uses a custom template, the customer receives:
Your chat will expire shortly. Reply to keep it active, or you can start a new conversation anytime by sending a message.
If the customer replies, the 24-hour window resets and the conversation stays active.
When Kazenly Sends It
| Condition | Included? |
|---|---|
| WhatsApp channel | ✅ |
| ❌ — not sent on Instagram (wrong channel APIs) | |
| Thread still open | ✅ |
| Last customer message about 23–23.5 hours ago | ✅ timing band |
| Handled by bot (not assigned to a human agent) | ✅ |
| Assigned to a human agent | ❌ — agents are not warned this way |
| Warning already sent for this customer-message cycle | ❌ — once per cycle |
The job runs on a schedule on the platform — agents do not click a button to send this warning.
What Agents See
Agents do not get a separate Inbox notification for this automation. You may see the outbound line in the thread history like any other bot message.
After the full 24 hours without a customer reply, the thread follows normal expiry rules and may show Customer care window closed in the composer.
Custom Wording
Operators can configure a different customer message for their tenant. The default text above is what most workspaces use out of the box.
Related Articles
- WhatsApp 24-Hour Window (9.1)
- How a Conversation Expires (9.3)
- Bot vs Agent (4.4)