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Block free-form sending once the meta 24-hour window has expired

The system prevents a free-form send once Messenger's 24-hour customer window has closed, and offers the Human Agent exception where Meta's rules currently allow it.

When this happens: Operator attempts to send a message on a conversation whose window has closed.

Step by step

  1. 1

    Open a conversation last active 30 hours ago and types a reply.

    EasyCRM detects CustomerWindowExpiresAt has passed and disables the free-form send control. EasyCRM shows: The 24-hour reply window has closed. The customer needs to write again before you can send a regular message Since fewer than 7 days have passed since the customer's last message, offers Send as human agent response as the only path.

Other paths

Human agent exception used

Click Send as human agent response, writes the message personally, and sends it. EasyCRM sends the message tagged as a human-agent response; never available to Auto Reply or unedited Copilot sends.

If something goes wrong

Past the 7-day exception window

More than 7 days have passed since the customer's last message. No exception is offered; the conversation can only be resumed by the customer writing again, or by the Operator directing them to another channel (UC-18.9 ).

Server-side attempt after window close

A send request reaches the server after the window has since closed (e.g. A stale composer). Rejects it with EasyCrm:Channel:WindowExpired; no message is persisted as sent.

Good to know

  • CustomerWindowExpiresAt = LastCustomerMessageAt + 24 hours.
  • The Human Agent exception is available only 24 hours–7 days after the customer's last message, only to a human-authored send, and never to the AI Assistant.
  • The block is enforced server-side even if the client allowed the attempt.