Who can use this?Each Chat AI Agent is built for one channel. Role, Goal, and Instructions are yours to copy if you create a WhatsApp agent, an Instagram agent, and a Web Chat agent. What still differs by channel: how long the agent waits with no reply, Meta’s 24-hour window, what message types it can send, and how a human takes over.
- Owners and Admins, and roles that can update AI agents, for setup.
- Anyone who needs to know how sessions and handoff work per channel.
Session timeout
A session starts when a conversation is assigned to the agent. It stays open while the customer keeps messaging. It stops after a stretch of silence.
You can set minutes (up to 59) or hours (up to 24).
The default on WhatsApp and Instagram matches Meta’s 24-hour messaging window. That window is a Meta rule. The Gallabox timeout is a separate setting.
What happens when it times out
WhatsApp or Instagram:- The agent stops replying.
- The conversation returns to the Inbox as unassigned.
- A teammate can pick it up.
- Meta’s 24-hour window is unchanged.
The 24-hour messaging window
Meta lets businesses send free-form messages only within 24 hours of the customer’s last message. This applies to WhatsApp and Instagram. It does not apply to Web Chat.
If the agent tries to send outside the window, Gallabox blocks it. Put a fallback in Instructions:
“If the 24-hour window has expired, tell the customer: ‘Our team will follow up. You can also reach us on WhatsApp at [number].’”
Message types
By default the agent sends text only. To send media, buttons, lists, or carousels, turn on the beta Multiple Message Type Support setting in the agent’s Settings. With that setting on:- WhatsApp. Text, media, buttons (up to 3), and lists (4 to 10 options).
- Instagram. Text and media. Offer choices as numbered text.
- Web Chat. Text, media, buttons, and carousels.
Handoff to a human
WhatsApp and Instagram: @assignTo
Use @assignTo in Instructions. When the agent decides to escalate, it assigns the chat to a person or team in the Inbox.“If the customer asks about pricing negotiation, contracts, or billing disputes, use @assignTo to assign to the sales-team.”
Web Chat: WhatsApp handoff styles
A human cannot take over a live Web Chat session. Configure how the visitor is sent to WhatsApp:
You can also set a pre-fill message, so WhatsApp opens with text already filled in.
Once the visitor clicks through, it is a normal WhatsApp conversation in the Omnichannel Inbox.
Example
You want coverage on WhatsApp, Instagram, and your website. Create three agents. Copy the same Role and Goal. Then change only what that channel needs.1
Create three agents
Create one Chat AI Agent per channel: WhatsApp, Instagram, and Web Chat.
2
Set Role and Goal
Role: “SaaS support specialist. Friendly, focused on solving the issue quickly.” Goal: “Answer product questions, help with account issues, and escalate when needed.”
3
WhatsApp and Instagram Instructions
“If the customer asks about billing, use @assignTo to assign to billing-team. If the 24-hour window has expired, say the team will follow up.”
4
Web Chat handoff
On the Web Widget tab, set handoff to Aggressive header, and add a pre-fill message: “Hi! I was chatting on your website about [topic].”
5
Test each agent
Test WhatsApp and Instagram in Test Widget. Test Web Chat in the widget preview on Web Widget.
FAQs
Why is the timeout 1 hour on Web Chat and 24 hours on WhatsApp?
Why is the timeout 1 hour on Web Chat and 24 hours on WhatsApp?
Web Chat visitors leave faster, so the default is 1 hour. WhatsApp and Instagram default to 24 hours. Both are editable in drop-off settings. This Gallabox timeout is not the same thing as Meta’s 24-hour window.
Can I change the session timeout?
Can I change the session timeout?
Yes. Open the agent’s Settings and edit drop-off. WhatsApp and Instagram default to 24 hours. Web Chat defaults to 1 hour.
What if the 24-hour window closes mid-conversation?
What if the 24-hour window closes mid-conversation?
If the customer is still messaging, the window stays open. It closes after 24 hours of silence from them. Then the agent cannot send free-form messages. On WhatsApp, a human can send a template. On Instagram, wait for the customer to message first.
Can the agent send images on all channels?
Can the agent send images on all channels?
Only if Multiple Message Type Support is on. Then WhatsApp and Instagram can send media. WhatsApp can also send buttons and lists. Web Chat can send media, buttons, and carousels. With the setting off, the agent sends text only.