META enforces the Standard Messaging Window policy. As long as the conversation is still active within a 24-hour window (counted from the customer's last incoming message), you can send free messages (service category). However, once the conversation window is closed, businesses can no longer send free messages and are required to use message templates approved by Meta.
Message templates that can be used are through Qontak’s Follow-up Message. This feature allows you to send follow-up messages to ensure your customers' needs and questions in the room of expired conversations have been fulfilled before the conversation is marked completed or resolved.
Before sending a Follow-up message, make sure you have created a Follow-up template that has been approved by META. Learn how to create a template here.
Important
Use of Variables and Media Attachments in Follow-ups
You can now use variables and attach media (images, videos, or documents) when sending Follow-up messages through Qontak Web. This feature is being rolled out starting May 11, 2026.
Template Category Change Confirmation
You must confirm if there is a change in the template category before the template can be sent through Qontak Web. This feature is being rolled out starting April 7, 2026. Learn more.
(Coming Soon) Marketing Category Template Sending Terms
Referring to Meta’s policy effective since November 2024, all templates with the Marketing category can only be sent to recipients who have given consent/opt-in to your business number. This rule applies to both Campaign and Follow-up messages with the Marketing category. Learn more about META’s policy.
Follow these steps to send a Follow-up message from the Inbox.
Log in to your Qontak account. Then select the “Inbox” menu.
Next, click the “All chats” tab.
Filter conversations by clicking the filter icon, then under Session, select the “Expired” option.
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Select one chat that you want to send a follow-up message to. You will see the information “Conversation expired” in the conversation room header and the Follow up button. Then, click the “Follow up” button.
The Follow up option only appears on conversations that have expired and have not been resolved.
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Then, you can choose the follow-up template you want to use to send to your customer. You can only select Follow-Up type templates with the status approved (Approved).
Important:
If you want to send a Follow-up message via Mobile Chat, make sure you have updated to the latest version of the Qontak Mobile Chat app. Learn more here. If the template you select contains media (images, videos, or documents), you must upload media according to the specified requirements. The following conditions apply when you select a follow-up template with media:
a. Image: file format jpg, jpeg, png with a maximum size of 5 MB.
b. Video: file format mp4 with a maximum size of 16 MB.
c. Document: file format doc, xls, ppt, pdf with a maximum size of 100 MB.If the template contains variables, you need to fill in the variable content you want to use. Learn more about variables here.
If the information is correct, then click “Send” to send the follow-up message to your customer.
Then the follow-up message you sent will appear as follows on the Inbox chat room page. You can see the user who sent the follow-up message on the conversation page below.