The 24-hour messaging window
Why you sometimes can't reply to a customer on WhatsApp, Messenger or Instagram, and what to do.
Meta (WhatsApp, Messenger and Instagram) lets businesses reply freely for 24 hours after the customer's last message. After that, replies are blocked or restricted. This is Meta's rule, not PropDrop's, and it applies to both the AI agent and your team.
The clock restarts
Every new message from the customer restarts the 24 hours. So reply quickly to interested customers; the agent helps with that.
By channel
| Channel | Within 24 hours | After 24 hours |
|---|---|---|
| Reply normally | The reply box locks: WhatsApp only allows approved template messages, and PropDrop doesn't send template messages. Wait for the customer to write again, or call them. | |
| Messenger & Instagram | Reply normally | Up to 7 days after their last message, your reply goes out with Meta's Human Agent tag. After 7 days, replies are blocked until the customer writes again. |
| Telegram | No time limit | No time limit, unless the customer blocked your bot. |
| Website chat | No time limit | Your reply shows in the customer's chat window. |
The Human Agent tag (Messenger & Instagram)
Between 24 hours and 7 days, you'll see a note above the reply box saying your reply goes out with the Human Agent tag.
- If your Meta app is approved for that tag, the reply is delivered normally for up to 7 days.
- If it's not approved, Meta refuses the message and you'll see "Meta refused: your Meta app isn't approved for Human Agent (replies after 24 hours)". The reply box then locks for that chat.
You can still reply from your phone
On Messenger and Instagram you can answer from the Messenger or Instagram app on your phone: the 24-hour limit doesn't apply there, and the reply shows up in PropDrop marked "Sent from the Messenger app" or "Instagram app".
Comment replies
When PropDrop sends a private message to someone who commented on a post, Meta allows only that one message until the customer replies. You'll see "Waiting for … to answer the DM about their comment". Once they reply, the chat continues normally. Comment replies
Other messages you might see
| Message | Meaning |
|---|---|
| "Not sent: the 24-hour window is closed" | The 24 hours (or 7 days) have passed |
| "Meta test number: add this customer's number to the allowed list in your Meta app" | You're still on a Meta test WhatsApp number. Connect WhatsApp |
| "WhatsApp couldn't deliver this message to that number" | The number isn't on WhatsApp or isn't reachable |
| "WhatsApp held this message back (marketing message limit for this customer)" | WhatsApp limited messages to this customer |
| "Not sent: this channel is disconnected. Check Settings" | The channel was disconnected. Channels |
In every case your text stays in the reply box, so nothing is lost.