A fast response improves the customer experience, builds trust, and increases your chances of conversion.
However, beyond general best practices, some platforms also enforce strict rules regarding response times. This is particularly the case with Meta, to prevent spam-like practices.
Respect the response time requirements set by Meta
If you do not reply to a message within a defined timeframe, Meta no longer allows you to engage the customer for free.
The response time limits are as follows:
WhatsApp: 24 hours
Instagram & Messenger: 30 days
After this period, you will not be able to send messages to the customer unless they contact you again.
Respond quickly to keep the conversation active
To avoid any interruption in the conversation, we strongly recommend responding to customer messages as quickly as possible, especially on WhatsApp where the response window is shorter.
A quick response allows you to:
Continue engaging freely with your customer
Improve the customer experience
Increase your conversion opportunities
Use Jim to automatically respond to your customers
With Partoo, you can activate Jim, an AI agent that automatically replies to customer messages based on rules you define.
This is a great solution to:
Ensure a response within 24 hours, even outside business hours
Keep the conversation active on WhatsApp
Provide a fast and consistent first reply
👉 To learn more about activating and configuring Jim, please refer to the dedicated article.
Use the WhatsApp follow-up message
For WhatsApp, Partoo allows you to set up an automatic follow-up message sent one hour before the end of the 24-hour window. This helps keep the conversation active, even if you do not yet have a final response to provide.
👉 Go to your Partoo account settings to set up your follow-up message.
What happens if a customer contacts you again?
Good news: if a customer sends you a new message, the conversation automatically reopens, allowing you to reply for free again, even after the initial response window has ended.
If you have any questions about message management, activating Jim, or setting up follow-up messages, feel free to contact us via the blue chat icon at the bottom right corner or reach out to your Partoo advisor.