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.

⚙️ 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.

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2️⃣ Access SAC Automations

Inside the module:

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

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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.

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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)

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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.

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📌 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.