Why can't I send messages and get the prompt "Reply time exceeds 24/48 hour limit"?
When replying to customers in the Inbox, if you encounter this error, it is usually because the official "Customer Service Window" limit of the social platform has been triggered.
đ Cause of the Issueâ
To prevent enterprises from harassing users, various channel platforms (such as WhatsApp, WeChat Official Account, and WeCom) have official regulations: When a specific amount of time has passed since the contact sent their last message, the system will close the proactive reply channel.
- WhatsApp / WeCom: Usually a 24-hour limit.
- WeChat Official Account: Usually a 48-hour limit.
View details of proactive message sending limits for each channel
What Can You Do?â
Once the service window is closed, you can try the following two ways to resume communication:
1. Send a Template Message (WhatsApp only)â
If you are connected to a WhatsApp Business account, you can reopen the conversation by sending a Template Message. Template messages are not subject to the 24-hour window limit but must be reviewed and approved by Meta. How to send WhatsApp template messages?
2. Guide/Wait for the Customer to Reply Againâ
Due to platform policy restrictions, for channels like WeChat, you need to wait for the customer to proactively send another message. Once the customer replies, the reply window will automatically refresh (reset the timer), and you will be able to resume the normal dialogue.
3. Use Other Outreach Methodsâ
If it is urgent, you may consider contacting the customer via SMS broadcast or other established channels.
To avoid missing the reply window, it is recommended to enable Workflow Automation for automatic reminders on important conversations, or configure AI Agents to achieve instant responses.