It is interesting and necessary to have a visual indication that the 24-hour conversation window has expired due to the lack of interaction with the customer. Along with this indication, the conversation bar could be blocked and provide the Templates and Dialogs button to call the customer back to the conversation.

Another resource that would be very useful is the one already found at the link below:

The suggestion is that there should be two time counters for the conversation: the first indicating the beginning of the conversation with the total time (between OPEN and CLOSED/RESOLVED), and the second indicating the META time window (24 hours) - start/end.

It is very important that you have both pieces of information, especially the second one, because a conversation that ended its window, for example, on a Friday night and will only start again on Monday will have a different time than when the first message was sent or received during the first contact.

And I would also add one more information: Credit Count (or sessions/windows 24 hours) in the service. For example, sometimes we spend 3 or 4 days in a row or not, talking to a customer. That way, we could see how many sessions were opened and how many credits were already consumed, not least because of the price difference between marketing messages, utility, service and renewal of the time window. A more specific example would be: The customer contacted (service), we renewed the window (+24h) and 2 days later we contacted them with a new marketing message. In other words, there were 3 24-hour windows, but the costs may be different from other cases, so we could see “how much this customer is costing” - this information would also open up the possibility of having a future report as a “cost center”.