> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360o-automations/sac-360o-automation-24h-follow-up-to-avoid-missing-the-whatsapp-window.md).

# SAC 360º Automation – 24h follow-up to avoid missing the WhatsApp window

In WhatsApp support (Meta's official API), there is the **24-hour window**.\
This means you can only send free-form messages while the customer has interacted within the last 24 hours. After that period, it is only possible to send **template messages (templates)** approved.

To prevent the conversation from going “cold” or the window from closing, you can create a **follow-up automation before 24 hours are up**.

{% embed url="<https://youtu.be/tWCyLf1PLP4>" %}

### ⚙️ How to set up the 24h Follow-up in SAC 360°

#### 1️⃣ Access SAC 360°

You can access it in two ways:

**Menu >> General >> 360º Customer Service**\
or\
Type **SAC** in the field **Find services**.

***

#### 2️⃣ Access SAC Automations

Inside the module:

Click on **Automations** (or Automation Flow, if it is enabled for SAC).

***

#### 3️⃣ Configure the Trigger

Select the trigger:

**The time of day is**

Set a strategic time (e.g., 09:00, 14:00, or 17:00).\
The system will perform a daily check of the support tickets that match the rule.

***

#### 4️⃣ Configure the Condition

Add the condition:

**The date of the Lead's last message was more than 12 hours ago**\
(or whatever time you want before 24 hours are up)

This ensures that:

* The customer is inactive
* We are still within WhatsApp's 24-hour window (Meta's official API)

***

#### 5️⃣ Configure the Action

Select:

**Send message in the Support ticket**

Example:

> Hello, {name}.\
> Can we continue with your support?\
> Give me a *OK* please!

The goal is to get the customer to write again, automatically renewing the 24-hour window.

***

### 📌 Important

* Set it up so that if the customer responds, they are removed from the automation
* Avoid multiple sends in the same support ticket
* Test before activating

That way you keep support tickets active and reduce the need to send templates.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.sprinthub.com/en/topics/general/sac-360/sac-360o-automations/sac-360o-automation-24h-follow-up-to-avoid-missing-the-whatsapp-window.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.