ChatGPT
Claude
PerplexityHow it works
Every time a customer sends you a message, a fresh 24-hour window opens. While it's open you can send any free-form message just by typing. Each new customer message resets the clock.
The rule in one line: inside 24 hours of the customer's last message, reply freely; outside it, send an approved template to reopen the conversation.
Why it matters for your bill
Replies inside the window are free under Meta's pricing — which is why most support costs very little on WhatsApp. Leads from Click-to-WhatsApp ads get an even longer 72-hour free window once you reply.
How Lead Pattern helps
When a window has closed, the inbox shows a "24-hour window expired" bar above the message box and highlights the template button, so your team never sends a message WhatsApp would reject. Product messages from your catalogue follow the same rule.
Tips
- Reply early — answering well before 24 hours keeps the window open and feels more responsive.
- Use the mobile app so agents can reply on the go.
- Prepare a few templates for common follow-ups after 24 hours — order updates, reminders, "are you still interested?".
