Plan requirement
| Subscription | Any plan |
| Access | Agent |
A reply refused on Facebook or Instagram is nearly always the reply window having closed.
Symptoms
- A not delivered message on a reply that looks ordinary.
- It affects older conversations and not new ones.
- The agent can see the conversation but cannot answer.
Resolution steps
1. The window has closed
Meta limits how long after a customer's message you may reply freely. Past that, a normal reply is refused. There is no setting; it is a platform rule.
Check when the customer last wrote. If it was days ago, this is the cause.
2. The connection needs reauthorising
If it affects every conversation rather than the old ones, the authorisation has lapsed. Reconnect the channel.
3. The content is not accepted
An attachment that is too large or of a type the platform refuses. Try sending the text alone to separate the two.
4. The customer blocked you
Rare, and it looks identical. Nothing to do about it.
What to do about a closed window
Reach them another way. Email if you have the address, or answer publicly on the post that started it. Waiting for them to write again works but leaves them thinking they were ignored.
Preventing it
Answer social conversations promptly and do not park them on hold for days. That is a working practice rather than a setting, and it is the whole fix.
Comments
0 comments
Article is closed for comments.