WhatsApp only allows free-form replies within 24 hours of the customer’s last message. After that, agents must use a pre-approved template, which is less flexible and slows down the conversation. Agents can’t currently filter the inbox by window status, so:

Chats that are about to expire get missed, and the agent loses the ability to reply freely

Agents have to open chats one by one to check how much time is left

Teams can’t tell which chats are still in the free 72-hour window from ads, where replies cost nothing

Proposed solution

Add an inbox filter (and ideally a visual badge on each conversation) based on time since the customer’s last inbound message:

Status Definition (suggested)

Open More than 20 hours time left

Expiring Less than 4 hours time left

Expired Conversation windows is closed, only a template message can be sent

Business impact: