> 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/7-day-window-instagram.md).

# 7-day window - Instagram

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If you use Sprinthub to manage Instagram support, it is essential to understand how the 7-day window works and its implications for keeping communication active with your leads. Here, we clearly and objectively explain this process and how to optimize it so you don’t lose opportunities for interaction.

### What Is Instagram’s 7-Day Window?

The 7-Day Window is a rule defined by Instagram for exchanging messages between businesses and customers. This time limit regulates when and how you can respond to a lead.

#### **How Does It Work in Practice?**

1. **Lead’s first message**: As soon as a lead reaches out, you have **24 hours** to respond.
2. **Response within 24 hours**: If you respond within this time frame, the support window **automatically extends to 7 days**.
3. **Window closure**: If 7 days pass without any new interaction, the conversation is closed and cannot be reopened by a template or active message from the business.
4. **Restarting support**: The lead will need **to send a new message** for the conversation to be reopened.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FGHbYLvlpIfGl1miJGjcX%2Fimage.png?alt=media&amp;token=7292c9a5-4aba-49b8-a209-250391fdc0d2" alt=""><figcaption></figcaption></figure>

### **Strategies to Keep the Conversation Active**

To avoid losing contact with a potential customer, some best practices can be adopted:

* **Respond quickly!** Whenever a lead sends a message, prioritize responding within the first 24 hours.
* **Encourage the conversation to continue**. Use open-ended questions or additional information to keep the interaction active.
* **Plan message sequences** to interact with the lead throughout the 7 days.
* **Create incentives for the lead to send a new message** if contact has been lost after the 7-day window.

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

* **Reopen a support conversation after 7 days without the lead sending a new message.**
* **Start a conversation with a lead proactively** (only they can open the contact first).