I am assuming that the channel you are using is WhatsApp. You need to create a template message that encourages a response from your client. When creating a template message, you have a few options:  

1. Create a generic message to use whenever the 24-hour window is closed.  
2. Create multiple messages for different scenarios or client stages to make the communication more personalized.  
3. You can also create a message that starts with a standard greeting, and in the body, include a customizable field where you will write a random message that will be selected at the time of sending. However, if you choose this option, remember that this customizable field must be filled in with the desired text before sending the template.

Thank you very much for your time and your answer. Unfortunately, I feel this doesn’t fully address the technical need I’m trying to solve. What I really need is the ability to reconnect with the person at the right moment — for example, to complete a previous response or to gradually provide evolving assignments, step by step, when the timing is right, even if that’s three days later.

If I understand correctly, you’re implying there’s no way to temporarily pause or suspend the automation on a specific thread. It’s either full automation within the 24-hour window, or nothing at all after that. Am I correct?

Hey, ​@La Ligne 

For what I understood, you want your customers start a conversation through an automation, then stop to chat with you, and then, at a certain point, continue the chat through an automation again. Is that right?

'hello ​@rodrigo_silvano  thanks for your concern.

I would like them to answer some questions with the automatized questionnaire, they can access an FAQ, give their agreement, all this part is automatized. Then we will switch to a regular people to people conversation at the pace of 2 or 3 message exchanges per week. That's when troubles come with the 24h window. I hope it's clearer. 

I’m with La Ligne on this. My poor chat conversations result in this “loop”. 

​@La Ligne & ​@SmartGirlStories 

Here’s what I’d do:

1. Build the first automation, where the user answers the questionnaire and accesses the FAQs. At the end of this flow, assign the conversation to a live chat agent.
2. Build the second automation, where the user continues talking to the chatbot.

How it works:

When the first automation assigns the conversation, the live chat agent can step in and chat with the user. Here’s the trick: you’ll be able to send messages for up to 7 days after the user’s last response.

When the user is ready to continue to the second automation, you can send it manually.

Let me know if this helps.

Thanks a lot ​@rodrigo_silvano , 

Can you confirm that this solution works with WhatsApp (and how to make it work) because, from what I see, this 7 days live agent solution only works with Instagram and Messenger... With WhatsApp you only get a 24h window...

​@La Ligne In WhatsApp, you can send messages outside the 24-hour window.

I am really confused. I read the instructions and it clearly says that there is a limitation to a 24 hour window and now I see what you write that you can send messages outside the 24 hour window.

I am thinking to move to ManyChat but am absolutely terrified to make the move since there is no way to revert back and I am afraid that I will be sorry  (not because of ManyChat but because of whatsapp limitations).

Is there somewhere a very clear top to bottom explaination with a demo that shows exactly how it works? Cuz every time I read about the topic I end up more and more confused...

​@Angloinvest hi !

Well, I must admit it has been quite a journey until now. I felt reaaally alone. The community is clearly doing its best to give support, but you should prepare to be patient and resilient. The visible automation-design interface is very user-friendly though. But the invisible part of the structure (aka the grey zone of connexion between Manychat and Meta) is very obscure.... This tool is still under construction. But as far as I am concerned, the only option I had to build my solution.

​@Angloinvest you can read this article to help you understand how you can send a message outside thw 24-hour window: https://help.manychat.com/hc/en-us/articles/14281326740124-How-to-use-WhatsApp-Messages-Templates-in-Manychat

In this article, you’ll be able to find the WhatsApp sending limits: https://help.manychat.com/hc/en-us/articles/14281346817308-WhatsApp-messages-sending-limits

Thank you . It is a clear article but for me is not enough for me to decide to do the dramatic irreversible switch from WhatsApp business to WhatsApp business API since I cant "feel it".

Maybe if there was an actual recording on YouTube showing someone setting up and using a template , it would make it more "real".

For example it is hard for me to estimate the added complexity i Will have when being proactive , the added cost I Will have etc. Btw it says service templates can be free form what does that mean ? In my case most of the proactivity involves updating customers on operational actions i an taking on their behalf definitely the updates are outside the 24 hour window , how does that work?

So indeed, you can use Templates. That’s what I was trying to avoid. First of all, know that it has to be approved. And also you have to pay for it. Then it will just open one more 24h window. Nothing like an “open human-to human” conversation… But it’s better than nothing.