Understanding the service window per contact

Each contact has their own 24-hour service window that determines what messages you can send them.

How it works per contact

• Window open — Customer messaged within the last 24 hours → you can send any message type
• Window closed — No message from customer in 24+ hours → templates only

Checking window status

In the contact's chat view, AIsoule shows:

• A green indicator when the window is open
• The time remaining before it closes
• A warning when it's about to expire

What to do when the window closes

1. Send a template message — This is the only option
2. Wait for them to reply — Their reply reopens the window
3. Use a campaign — Send a template via broadcast campaign

Service window tracking

AIsoule tracks the last_message_at timestamp for each contact. This is updated every time the contact sends you a message.

You can see this in:

• Contact detail → "Last message" field
• Contact list → sortable by last message date
• Segments → filter by "last message after/before X days"

Tips

1. Respond quickly — Don't let windows expire with unresolved issues
2. Use AI auto-reply — Instant responses keep windows open
3. Plan follow-ups — If you need to follow up later, prepare a template
4. Track in segments — Create a segment for "window open" contacts for quick outreach