Workflow
- 1Check whether the recipient has messaged the business within the last 24 hours.
- 2Allow free-form replies only inside that active customer service window.
- 3Require templates when the business starts the conversation.
- 4Require templates after the 24-hour window expires.
- 5Require templates for bulk and campaign messaging.
Inside 24 hours
Free-form replies are allowed when the user recently messaged the business.
New outreach
Business-initiated messages require approved templates.
Bulk campaigns
CSV and Google Sheets sends should use templates and opt-in contacts.
Free-form messages
Free-form messages are normal text or media replies, but they are only allowed while the customer service window is active.
Template messages
Templates are pre-approved messages used for new conversations, expired windows, scheduled outreach and campaigns.
Validation behavior
If a scheduled free-form message becomes invalid before send time, Postly should pause or fail it, notify the user and prompt template conversion.
What Postly keeps lightweight
Connection
Meta Embedded Signup, WABA mapping, phone number sync and secure token storage.
Messaging
Free-form replies, approved templates, scheduling validation and delivery status.
AI replies
Reply generation through Postly AI Studio credits when credits are available.
Exports
Contacts, messages, conversations and campaign results for CRM import.