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How to Send a Follow-up Campaign to Chats That Have Expired

Article author
Learning Center Mekari
  • Updated

META enforces the Standard Messaging Window policy. As long as the conversation is still active within a 24-hour period (counted from the last incoming message from the customer), you can send free messages (service category). However, once the conversation window closes, the business can no longer send free messages and must use message templates that have been 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 via 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 policy.

Follow these steps to send a Follow-up message from the Inbox.

  1. Log in to your Qontak account. Then select the “Inbox” menu.

  2. Next, click the “All chats” tab menu.

  3. Filter conversations by clicking the filter icon, then under Session, select the “Expired” option.

  4. Select one chat that you want to send a follow-up message to. You will then see the “Conversation expired” information on the conversation room header and the Follow up button. Next, click the “Follow up” button. 

    The Follow up option only appears on conversations that have expired and have not been resolved.

  5. Then, you can select the follow-up template you want to use to send to your customer. You can only select Follow-Up type templates with approved status (Approved).

    Important:
    If you want to send Follow-up messages via Mobile Chat, make sure you have updated to the latest version of the Qontak Mobile Chat app. Learn more here.

  6. If the template you choose contains media (images, videos, or documents), you must upload the media according to the specified requirements. The following conditions apply when you select a follow-up template with media:

    Media Template Description
    Image File format jpg, jpeg, png with a maximum size of 5 MB.
    Video File format mp4 with a maximum size of 16 MB.
    Document File format PDF with a maximum size of 100 MB.
    F1.png

  7. If the template contains variables, you need to fill in the variable content you want to use. Learn more about variables here.

  8. If the information is correct, click “Send” to send the follow-up message to your customer.

  9. Then the sent follow-up message 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.

     

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