WhatsApp delivers regular messages to a customer only within 24 hours of the customer's last message. A manager replies, the customer goes quiet, the window closes, and WhatsApp no longer delivers the next reply with a quote or a price. The "24-hour window" AI Office skill solves this in two steps: it reminds the customer during the day while the window is open, and if it closes anyway, it brings the customer back with a template and resends whatever was not delivered.
⏰ How it works
| Situation | What the bee does |
|---|---|
| The window is still open, you had the last word, the customer is silent | Shortly before the window closes, it sends the customer a short question with buttons, for example "Is your question still relevant?" with the buttons "Yes, it is" and "Not yet". The customer taps a button, that counts as a reply, and the window stays open for another 24 hours. The reminder is free. |
| The window has closed, a manager's reply was not delivered | During the day, it sends the customer the approved template you selected. Once the customer replies, within a minute the bee resends everything the manager wrote that was not delivered: text and files. Templates are paid at WhatsApp rates. |
🛡️ Rules the bee always follows
- It writes only during the daytime hours you set. By default from 9:00 to 21:00 in your dashboard's time zone.
- If the reminder time falls at night, it reminds earlier, in the evening, half an hour before the daytime hours end.
- It reminds only if the last message in the chat is yours and the customer is silent. If the customer wrote last, the bee stays quiet.
- One reminder per window, no earlier than 2 hours after the customer's message.
- A template at most once a day per chat.
- It sends nothing to blocked contacts.
- It works only when the AI Office is on and paid for, including the trial period.
⚙️ How to turn it on
- Open the "AI Office" section and go to the "24-hour window" tab.
- In the "WhatsApp lines" block, click the lines whose chats the bee should watch. A selected line is highlighted.
- In the "Reminder before the window closes" block, check the text, the buttons and the "When to remind" field (2, 4, 6, 8, 10 or 12 hours before the window closes).
- If you want to bring customers back after the window closes, switch on the "If the window has already closed" block and select a template.
- In the "Daytime hours" block, set the hours when the bee may write.
- Switch on the toggle at the top of the tab. The label changes to "Skill is on".
Every setting is saved right away, there is no "Save" button. Texts are saved when you leave the field.
Reminder: text and buttons
- Keep the text short and natural, the way a manager would write.
- Up to three buttons, each no longer than 20 characters: this is a WhatsApp limit.
- On the right, the "How the customer will see the reminder" block shows how the message looks in the customer's WhatsApp.
Template for a closed window
The list shows only approved templates of the selected lines and only those without variables: the bee does not know what to put instead of {{1}}. A short text works well, such as "Hello! The manager has prepared an answer to your request. Reply to this message and we will send it". If there is no suitable template, create one in the "Templates" section and wait for approval, which usually takes a few minutes.
Where managers see the bee's work
Reminders, templates and resent messages appear in the dashboard chat. If Bitrix24 or amoCRM is connected, they also appear in the conversation there, signed "Пчела" (Bee) or with the name of the manager whose message the bee resent. The customer's reply reaches the managers as usual.
How much the bee has done
The "Last 7 days" block on the same tab has three counters: how many reminders and templates were sent, and how many manager messages the bee resent after the customer replied.