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Window Closed or Expired

Messaging rules differ by channel when the customer-care window closes or the thread Expires.

WhatsApp — window closed​

Banner: Customer care window closed

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

  • Click Send Utility template
  • Or enable Internal note and add a team-only note

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

Full guide: WhatsApp 24-hour window.

Instagram — 24-hour window closed​

Banner: Instagram messaging window closed

Hint: The customer must send a new message before you can reply. Take over to send a Human Agent reply, or add internal notes.

After Take Over, Human Agent reply (outside 24h window) may be available within seven days of the customer's last message.

Instagram or WhatsApp — Expired​

Banner: Conversation Expired (Instagram) or header badge Expired / ⏰ Expired

Hint (Instagram): This conversation has expired and cannot be continued. No new messages can be sent.

Placeholder: Conversation expired - no messages can be sent

See How a Conversation Expires.

Bot or another agent​

  • Conversation handled by Bot — use Take Over
  • Conversation assigned to another agent — only supervisors and admins can send — Send in Someone Else's Chat