> 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/relate/message-templates-meta/maximum-support-time/24h-window-messenger.md).

# 24h window - Messenger

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FNps7N27pALUZ0zWF8fjm%2FDALL%C2%B7E%202025-03-01%2010.08.47%20-%20A%20modern%20and%20conceptual%20illustration%20representing%20the%2024-hour%20customer%20service%20window%20in%20Messenger%20within%20a%20CRM.%20The%20image%20features%20a%20digital%20customer.webp?alt=media&amp;token=b62a6bbb-80fb-458f-ba80-4f2f7b5d3eaf" alt=""><figcaption></figcaption></figure>

If you use Facebook Messenger to interact with your customers, it is essential to understand how the **24-hour window**. This rule directly affects how businesses 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 that allows a business 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 24 hours**: Any response within this period will keep the conversation open, allowing a natural flow of conversation.
3. **Window expiration**: If the conversation becomes inactive and 24 hours pass without interaction, the company **will no longer be able to send messages** to the lead.
4. **Reopening the conversation**: Support **can only be reopened if the lead themselves sends a new message**.

### **Strategies to Avoid the Window Closing**

To ensure that 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 the conversation to continue**: 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 nearing the end of the time limit, re-engage and offer a reason for the lead to respond again.

### **What Is Not Possible to Do?**

* **Reopen the conversation after 24 hours if the lead does not respond**.
* **Send proactive messages to leads who have not interacted recently**.
* **Force the conversation to reopen using templates without Facebook's permission**.


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