The 24-hour customer service window

When a customer messages you, a 24-hour window opens. Inside it you can reply with any message — text, buttons, images.

After 24 hours

Once the window closes you can only send approved templates until the customer writes again. Procellari's inbox shows whether the window is open and offers your approved templates when it isn't.

Why it matters

• Replies inside the window aren't charged by Meta.
• Templates outside the window are charged by category.
• Fast replies keep conversations — and costs — under control.