WhatsApp gives you a 24-hours window to reply to customer conversations; after that, you need to use a template message to re-engage with the customer.
BusinessChat platform provides indicators to alert users to reply to customers before that SLA is breached.
The conversation will be locked after 24 hours of the last customer message. After that, the users can send only the template message; click here to read more about the template message.
In the BusinessChat platform, there are four indicators:
Color | Description |
Yellow Circle 🟡 | The yellow circle appears when the used customer's last message has passed 20 to 21 hours. |
Orange Circle 🟠 | The orange circle appears when the used customer's last message has passed 21 to 23 hours. |
Red Circle 🔴 | When still less than an hour to the locked conversation, the red circle appears, which means, 23 hours after the customer's last message. |
Red Line ⛔️ | The red line appears when the conversation has been 24 hours, and the customer conversation will be locked so the user cannot send a direct message. Users can send a template message to the contact. |