How the AI replies — the 24-hour window and human takeover
Once your AI is switched on, EezieLead reads what a customer wrote, finds the answer in your FAQs and product directory, and replies in a natural, on-brand way — usually within seconds. Here's what decides when it answers, so nothing feels like a surprise.
The 24-hour window
Once the AI is on, WhatsApp only lets businesses send free-form messages within 24 hours of the customer's last message. This is Meta's rule, not ours, and it shapes how the AI behaves.
| Situation | What the AI does |
|---|---|
| Customer messaged within the last 24 hours | Replies freely and automatically |
| More than 24 hours since their last message | Can't send a free-form reply; only an approved template can reach them |
So if a customer went quiet for a day or two and you want to re-open the chat, you have two ways to do it: send a pre-approved follow-up template through EezieLead, or simply message them by hand from your WhatsApp Business App — which stays free and needs no template, because your number is still on the app too.
Taking over a conversation
Use takeover for anything sensitive, high-value, or that just needs a human touch. The AI won't talk over you.
