24h Window - Messenger

If you use Facebook Messenger to interact with your customers, it's essential to understand how the 24-hour Windowworks. This rule directly impacts how companies can respond to leads and continue the conversation.

What Is the Messenger 24-Hour Window?

The 24-hour Window is a time limit imposed by Facebook for a company to respond to a lead for free and without restrictions.

How Does It Work in Practice?

1. Lead's first message: As soon as a lead sends a message, the company has 24 hours to respond.

2. Interaction within 24h: Any reply within this period will keep the support open, allowing a natural flow of conversation.

3. Window expiration: If the conversation becomes inactive and more than 24 hours pass without interaction, the company will no longer be able to send active messages to the lead.

4. Reopening the conversation: The support can only be reopened if the lead itself sends a new message.

Strategies to Prevent the Window from Closing

To ensure communication with the lead is not interrupted, follow these best practices:

• Respond quickly: The sooner you respond, the greater the chance of keeping the interaction active within the window.

• Use messages that encourage continuing the conversation: Open-ended questions or additional information can encourage the lead to keep responding.

• Send a final message before the window closes: If you notice the conversation is approaching the deadline, reinforce contact and offer a reason for the lead to respond again.

What Is Not Possible?

• Reopen the conversation after 24 hours if the lead does not respond.

• Send proactive messages to leads who have not interacted recently.

• Force the reopening of the conversation using templates without Facebook's permission.