Hi Botpress team, I'm currently building a recruitment bot using Botpress connected to WhatsApp Business API via Meta direct integration. The flow works as follows: a candidate interacts with the bot and submits their application. After that, the company reviews the candidate's CV and, if they decide to move forward, an agent wants to reach out to that candidate through the same WhatsApp channel using the Human in the Loop feature. The issue is that this review process typically takes more than 24 hours after the candidate's last interaction with the bot. I have a conflict between two pieces of documentation: - Botpress documentation states that the conversation remains active and the agent can contact the candidate at any time. - Meta's official documentation states that the conversation window expires 24 hours after the user's last message, and that only pre-approved Message Templates can reopen it. Could you clarify which of these applies in practice? Specifically: 1. Can an agent send a free-form message to a candidate more than 24 hours after their last interaction, without using a Message Template? 2. If not, does Botpress have a native way to trigger a pre-approved Meta template from the agent inbox? Thank you in advance for your help.

Meta’s platform only allows a business to send free‑form messages while the user has sent a message within the last 24 hours. After that period the conversation is considered “closed”, Botpress cannot bypass Meta’s policy unfortunately.

Thank You @loud-crowd-60573 !

Business can send a message but it has to be templatized message that will be paid - however, it does not allow free-form message even after the templatized message is sent - the free-form window will open after the user responds. There are 30-40% chances the message will not be delivered even it is paid