SAC 360º Automation – 24h Follow-up to not miss the WhatsApp window

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

To prevent the conversation from “cooling off” or the window from closing, you can create a follow-up automation before completing 24 hours.

⚙️ How to set up the 24h Follow in SAC 360º

1️⃣ Access SAC 360º

You can access it in two ways:

Menu >> General >> SAC 360º or Type SAC in the Find services.

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2️⃣ Go to SAC Automations

Inside the module:

Click on Automations (or Automation Flow, if 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 services 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 the time you want before reaching 24h)

This ensures that:

• The customer is inactive

• We are still within the WhatsApp 24-hour window (Meta's official API)

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5️⃣ Configure the Action

Select:

Send message in Service

Example:

Hello, {name}. Can we continue with your service? Give me an OK please!

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

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📌 Important

• Configure so that if the customer responds, they exit the automation

• Avoid multiple sends in the same service

• Test before activating

This way you keep services active and reduce the need to send a template.