This explains when a business can send messages on each channel, how conversations resolve, and what happens when a customer returns. These rules are set by the channel providers (Apple, Meta, carriers) — Velaro follows them so your account stays compliant and never gets flagged for abuse.

How a conversation resolves and restarts

The customer's message thread on their device (iMessage, WhatsApp, etc.) is continuous and permanent — it never disappears. Velaro tracks each engagement as a conversation. A conversation resolves when it's completed by an agent, by the bot, or automatically after a period of inactivity.

When a resolved customer messages you again, Velaro starts a new conversation (fresh greeting / workflow) on the same continuous thread. This is intentional: it gives the new request a clean start, accurate routing, and its own record — while the customer simply sees one ongoing thread.

An agent can still reply to a recently-resolved conversation — the reply reaches the customer's continuous thread. Replying re-opens the engagement as a new conversation on Velaro's side.

Sending windows by channel (compliance)

Apple Messages for Business — session-based. "Session-based" means you can send messages for as long as there is an active conversation the customer started. There is no fixed clock, but you cannot send unsolicited, out-of-the-blue messages — the customer must have an open conversation or re-initiate by tapping your business's message button. When a conversation is closed, the customer restarts it themselves. So: respond freely while the conversation is active; you can't cold-message a customer who hasn't written in.

WhatsApp — 24-hour customer-care window. Within 24 hours of the customer's last message you can send free-form replies. Outside 24 hours, WhatsApp permits only pre-approved template messages (for example "an agent will follow up", appointment or order updates). Velaro template-message support is on the roadmap; today, free-form replies are supported inside the 24-hour window.

Facebook Messenger & Instagram — standard messaging window. Free-form replies within 24 hours of the customer's last message; only limited message tags are allowed outside it.

SMS — opt-in. You may message contacts who have opted in, respecting unsubscribe requests and quiet hours.

Auto-close defaults (and how to change them)

Conversations auto-resolve after a period of inactivity so stale chats close cleanly. Defaults are deliberately bounded (never infinite) to prevent abuse — for example Apple Messages defaults to roughly 24 hours of inactivity. You can make the window shorter per channel in Settings → Conversation Lifecycle. Voice/IVR calls are excluded from idle auto-close.

"We'll get back to you" — async follow-up

When no agent is available (after-hours, or the customer left the queue), the bot can set expectations ("an agent will get back to you shortly") and the conversation can continue as a ticket. The agent then replies later within the channel's allowed window or mechanism above. This async follow-up is intended to be used with Velaro ticketing.