The 24-hour reply window
You know exactly how long you have to answer, and what to do when the time has passed.
On this page
Before you start
- The 24 hours run from their last message.
- A private reply to a comment: one message, within 7 days.
- They write again, and a new window opens.
Read the window on the conversation.
A chatYou can reply until …
You will see Until when you can answer.
Recognise a closed window.
In place of the box: The 24-hour reply window has closed
You will see A clear statement, not a silent failure.
Work with it.
Notifications, so a message never waits a day
You will see A push when a customer writes.
If something is off
- My message was refused
- The window closed while the conversation was open.
- Can I extend the window
- Meta sets it; their next message opens a new one.
- The window is shorter than I expected
- It counts from their last message, not from now.
Common questions
Does the 24-hour window restart when I reply?
No. The 24 hours run from the customer's last message, not from your reply.
How long do I have to send a private reply to a comment?
One message, within 7 days of the comment. After that, more is possible only once the person replies or taps, and then within 24 hours of that.
Where does CommentWatchDog show how much time is left to reply?
In the contact panel beside the chat: You can reply until, with the day and the time. On a phone, above the box: Reply window open, with the time left. When it has closed, a card says so in place of the box.
Can I reply after the 24 hours have passed?
No. Meta only allows a reply within 24 hours of the person's last message. They have to message you again before you can reply.
Do automations follow the same window?
Yes. After the window closes, automations send nothing until the person writes or taps again.
For agents: plain text of this guide · all guides
For agents
Guide: The 24-hour reply window
This page: https://commentwatchdog.com/help/messages/the-24-hour-reply-window
Topic: Messages
Time: about 3 minutes
Who can do it: Anyone on your team
Author: https://anantgupta.xyz (Anant Gupta, founder of CommentWatchDog)
Start in the app: https://app.commentwatchdog.com/en/inbox
Result when done: You know exactly how long you have to answer, and what to do when the time has passed.
Context: Meta limits how long a business may reply to a person. After their message you have 24 hours. The chat shows until when you can reply, and says plainly when the window has closed.
Before you start
1. The 24 hours run from the customer's last message, not from your reply.
2. A private reply to a comment has its own rule: one message, within 7 days of the comment.
3. When the window has closed, the customer writing again opens a new one.
Steps
Step 1 of 3: Read the window on the conversation.
Where: On a computer, the contact panel at the right of the chat: under Pause for 24 hours, a line with a clock reads You can reply until, with the day and the time. On a phone the line sits above the box: Reply window open, with the time left.
Link: https://app.commentwatchdog.com/en/inbox (Open the app)
Screenshot: https://commentwatchdog.com/media/shots/messages-ig.en.webp (You can reply until: the day and the time, in the contact panel.)
Screenshot: https://commentwatchdog.com/media/shots/messages-ig-phone.en.webp (Reply window open, with the time left, above the box on a phone.)
You should see: Until when you can still answer.
Step 2 of 3: Recognise a closed window.
Where: In place of the box, a card reads The 24-hour reply window has closed: Meta only allows a reply within 24 hours of the person's last message, and they have to message you again before you can reply here.
Screenshot: https://commentwatchdog.com/media/shots/messages-closed.en.webp (A closed window: the card stands where the box was.)
Screenshot: https://commentwatchdog.com/media/shots/messages-closed-phone.en.webp (The same card on a phone.)
You should see: A clear statement rather than a message that silently fails.
Step 3 of 3: Work with it.
Where: Answer inside the window, use notifications so you know when someone writes, and when a window has closed, answer their next message quickly.
Link: https://app.commentwatchdog.com/en/settings/notifications?tab=device (Open notifications)
Screenshot: https://commentwatchdog.com/media/shots/device.en.webp (Turn on notifications, so a new message reaches you in time.)
Screenshot: https://commentwatchdog.com/media/shots/device-turnon-phone.en.webp (The same on a phone.)
You should see: A push when a customer writes, which is what keeps you inside the window.
If something is off
Problem: My message was refused
Fix: The window had closed between opening the conversation and sending. The message is kept, marked Not sent.
Problem: Can I extend the window
Fix: No. Meta sets it. The customer writing again opens a new one.
Problem: The window is shorter than I expected
Fix: It counts from their last message, which may be older than the conversation looks if you have been reading it for a while.
Common questions
Question: Does the 24-hour window restart when I reply?
Answer: No. The 24 hours run from the customer's last message, not from your reply.
Question: How long do I have to send a private reply to a comment?
Answer: One message, within 7 days of the comment. After that, more is possible only once the person replies or taps, and then within 24 hours of that.
Question: Where does CommentWatchDog show how much time is left to reply?
Answer: In the contact panel beside the chat: You can reply until, with the day and the time. On a phone, above the box: Reply window open, with the time left. When it has closed, a card says so in place of the box.
Question: Can I reply after the 24 hours have passed?
Answer: No. Meta only allows a reply within 24 hours of the person's last message. They have to message you again before you can reply.
Question: Do automations follow the same window?
Answer: Yes. After the window closes, automations send nothing until the person writes or taps again.
Related guides
Reply in public or by private message: https://commentwatchdog.com/help/inbox/reply-in-public-or-by-private-message
Pause the automation in one chat: https://commentwatchdog.com/help/messages/pause-the-automation-in-one-chat
Turn on push notifications: https://commentwatchdog.com/help/notifications/turn-on-push-notifications
Plain text of this guide: https://commentwatchdog.com/help/messages/the-24-hour-reply-window.md
All guides for assistants: https://commentwatchdog.com/help/llms.txt