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How Website Chat Works Installing the Widget Allowed Websites Widget Settings Chat Button and Attention Animation Conversations Insights: Unanswered Questions
How Messenger and Instagram Replies Work Connecting a Facebook Page Connecting Instagram The Review Queue Autopilot Reply Settings Insights The 24-Hour Window Recovered Messages Notifications Pausing and Disconnecting
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Common Questions

The 24-Hour Window

Meta limits how long a business may reply after a customer's last message. There are two windows: 24 hours for replies KnowStack sends on its own, and 7 days for replies a person on your team sends or approves. Each time the customer writes, both windows start again.

Time since the customer's last messageAutomatic repliesReplies a person sends or approves
Up to 24 hoursCan be sentCan be sent
24 hours to 7 daysCan't be sentCan be sent
More than 7 daysCan't be sentCan't be sent

Automatic replies: 24 hours

Autopilot replies, holding messages and after-hours messages go out without anyone approving them, so they are sent only within 24 hours of the customer's last message. In practice they go out seconds after the message arrives.

Replies from your team: 7 days

A draft someone sends with 'Send' or 'Send my version', a draft approved in Telegram with 'Approve and send', and a reply typed in the reply box can go out up to 7 days after the customer's last message. After the first 24 hours, KnowStack sends them as human agent replies, which Meta allows for messages a person writes or approves. You don't need to do anything differently.

How KnowStack shows the deadline

  • Each draft shows when it expires, for example 'Expires in 3d' or 'Expires in 5h'.
  • In the last 24 hours the badge turns amber, and a banner counts the drafts that expire within 24 hours, with a 'Review' button.
  • People with the 'Messenger Replies' permission get one 'Messenger reply expires soon' notification per draft a day before it expires, and a Telegram alert if they kept 'Draft about to expire' on.
  • After 7 days the reply box is replaced by 'The 7-day window to reply has closed.'

If the window closes before you send

If you click 'Send' after the 7 days, KnowStack shows 'The messaging window has closed. This reply can no longer be sent.' and marks the draft expired. In Telegram, 'Approve and send' shows 'Not sent: the reply window for this customer has closed'. An hourly check also marks unsent drafts 'Expired' once the 7 days have passed. Expired drafts are listed in 'Insights', so you can see which questions waited too long.

A draft left over a long weekend can run out. Check 'Conversations' at least every few days and act on the expiry banner.

The customer can always write again. Their new message opens both windows again, and KnowStack answers it as usual.