[Reply] Why might I be unable to send a reply?

IN THIS ARTICLE

Summary

There are one or two scenarios in which you will be unable to send a reply, and this is usually due to limitations of a particular social network.

Unable to send a Direct Message to a particular user

If you find that you are unable to send a Direct Message to a particular user, this is likely to be related to Twitter permissions. By default, the Twitter account that you're replying from, and the user you're replying to, will need to be following each other in order for you to send them a Direct Message. Further to this, some Twitter users might opt to disable all Direct Messages, which would also stop you from sending them a DM. Here's what you can check:

  • Does this user follow the Twitter account that you're replying from?
  • Does this user allow anyone to send them a Direct Message? You can check this by visiting their Twitter Profile and looking for the option to send them a Direct Message.

An easy way to avoid these issues is to use the Insert Direct Message Link option within the composer. This will include a unique link in your public reply.

Twitter will then convert this unique link into a special button that users can click on to initiate sending you a Direct Message, all without having to worry about Twitter permissions. 😎

Unable to send a Facebook reply outside of a 24 hour period

Facebook has some restrictions, to prevent advertising through the API. 24 hours after the last customer reply, you will only be able to send 1 reply (if you haven't already sent one). So, in the example below, you would only be able to send another reply, if the customer first sends one themselves.

If a social account has been removed

In the event that you remove a social account, Reply will display a warning when replying to a conversation. Right now, it's only possible to reply to public tweets from an account other than the @mentioned one. For all other replies, the account the conversation was sent to, must be connected in order to send a reply.