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# 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**.

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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.