Customer service window (24-hour window)

The 24 hours after a customer's last message, during which a business can reply freely without an approved template.

Each time a customer messages your business, a 24-hour customer service window opens or restarts. Inside it you can reply with any kind of message: free text, images, documents, lists and buttons. Once it closes, the only way to reach that customer is an approved template.

The window shapes how teams work. A customer who wrote at 9am on Monday can be answered freely until 9am on Tuesday. Leave it until Wednesday and the reply has to be a template, which costs money and feels less personal. Service replies inside the window are generally not charged by Meta.

Answer quickly, and when you need more time, use a template with a quick reply button to re-open the conversation. The Marichi Talks inbox shows how long is left in each customer's window, so agents can prioritise chats that are about to close, and push notifications on the mobile app tell them when a customer is waiting.