Plan requirement
| Subscription | Suite Team or higher |
| Access | Agent |
A reply refused on Facebook or Instagram is nearly always the reply window having closed: seven days from the customer's message, with no way around it.
Why was my Facebook message not delivered?
- The composer is blocked and the agent cannot type at all.
- A not delivered message on a reply the agent was able to write.
- It affects older conversations and not new ones.
Those first two point in different directions, so separate them before anything else. A blocked composer is the reply window: Zendesk blocks it once the window closes, so that nothing is sent and then silently not delivered. A not delivered on a reply you could write is one of the other causes below.
Resolution steps
1. The window has closed
For Facebook Messenger the limit is seven days from the customer's message. There is no setting and no way around it; it is a platform rule.
Check when the customer last wrote. If it was more than a week ago, this is the cause, and the composer will be blocked rather than the message failing.
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.
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