We are looking to implement WhatsApp for customer service here at the company, but I have some concerns—specifically regarding the 24-hour window and the fact that if a customer sends a new message after their issue has been resolved and the ticket closed, the same ticket reopens. Is there a native setting to adjust this, or would it require custom code?
Hey @pedrosena,
Great question! The 24-hour messaging window is a Meta-imposed restriction, so there’s no native HubSpot setting to extend it. Though there may be some workarounds worth exploring for both of these behaviors.
A few resources that might be helpful while you wait for the community to weigh in:
Prevent previously closed tickets from reopening
Connect a WhatsApp channel to the conversations inbox
I’d also like to tag in some of our Top Contributors to see if they have any tips and tricks on this!
Hey @EugeneAtKiwi, @Lucila-Andimol, @Lnorden2 – Do you have any experience handling these two behaviors?
Thank you!!
Sam, Community Manager
Hey @pedrosena ,
Here’s the official Meta documentation about the 24-hour window.
For tickets, there’s a workflow template that could be used to control this (described here) and as mentioned here it’s available for Service Pro+ portals.