Guide/SendApp Official/Chat & Team

Chat inbox, 24h window, and team

The chat inbox is where the team manages one-to-one conversations with customers. On the official API it's essential to understand the 24-hour service window: it determines when you can reply with free text and when you need a template.

Updated on June 16, 2026 · 5 min read

The 24h service window

After a customer messages you, you have 24 hours to reply with free-text messages (service). Once 24 hours pass without new messages from the customer, to reach out again you must use an approved template. It's a Meta rule, not a SendApp one.

Reply within 24h to stay in "service" (free on many conversations). If you need to reopen a conversation that closed long ago, prepare a suitable template.

Working as a team

• Conversations are shared: the team sees and manages the same inbox.
• Assign conversations to members to clarify who handles what.
• Roles (owner/manager/agent) define what each person can do.

Quick replies

Quick replies (canned replies) are ready-made texts the operator pulls up to avoid rewriting the same phrases every time. They speed up support and keep a consistent tone.