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Some chats are ending before the 24-hour window, which should be the time we can communicate with the customer.

The bot sent the automation, had a 3-hour smart delay, and automatically closed the conversation because it realized there was no interaction.

After the smart delay, it should have applied a previously scheduled recovery flow (for some customers, it applied it normally).

But for most, it didn't apply the recovery flow after 3 hours and automatically closed the conversation, making it impossible for me to communicate with the customer without paying again for sending the message.

Did I configure something wrong, or is this an application error?

Hey ​@Maria Fernanda is this for Instagram, WhatsApp or Messenger?

For Instagram and Messenger, it’s 24 hours since the last interaction. And an interaction is when the user sends a message or clicks a button that triggers a response. If your bot is only sending the message and the user is not interacting, this won’t count as an interaction to reset the 24 hours.

For WhatsApp, the 24 hours is slightly different, it’s starting from the first engagement. So in this case, you’d have to count 24 hours from the first engagement, not from the last engagement - and it may be the case that your follow up is after the window closes…

I’m not sure what your setup is, but these windows usually work correctly. You’re probably miscalculating when the engagement that counts really happened…

Hope this helps!

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