Errors

outside_service_window

The messaging window has closed

Somebody who has not written to you recently cannot be sent a free form message. The limit is Meta's, and it applies to the Cloud rail, to Facebook Pages and to Instagram. It is 24 hours from the customer's last message. WhatsApp numbers on the Web rail have no such window.

What to do

Wait for them to write to you, which opens the window again. On the Cloud rail you can send a template Meta has approved instead. On Facebook and Instagram there is one door and Njiwa uses it: Meta's Human Agent rule lets a person answering a customer reply for up to 7 days, so where the Page is approved for that feature a reply somebody typed in the console is sent under it automatically. It is never used for an auto-reply, a campaign or an API send, which is the condition Meta grants it under - so a message from a script outside the window is refused whatever the Page is approved for.

The shape

{
  "error": {
    "type": "...",
    "code": "outside_service_window",
    "message": "...",
    "docs": "https://docs.njiwa.upeo.ai/errors/outside_service_window"
  }
}