Help centre
Every conversation shows a live countdown, because the window it's counting isn't a DM Handled rule — it's Meta's, and it genuinely runs out.
Each open conversation carries a timer — the same one shown on the homepage demo — counting down from the moment the other person last messaged. Inside it, the agent can answer freely. As it gets close to zero, that's your signal that a window is about to close.
Once the window closes, the agent can no longer answer freely — the conversation is handed to you instead of being force-fitted into a template message. If the person messages again, a fresh window opens and the agent picks it back up.
DM Handled never uses Meta's "Human Agent" tag to artificially extend the window — that tag is reserved for genuine human agents, and using it to stretch an automation's reach would be a breach of Meta's own policy. See the general mechanism explained on Meta's 24-hour window, explained.