If you can't reply to messages or comments in Engagement, here are a few solutions you can try. If you get stuck with the tips - don't worry; your Company Admin or our Support will be happy to help you.
An access token of your page has expired or does not have all required permissions
Update the access tokens of your page and make sure to grant all permissions. You can also perform this step when the status is green, as permissions for messages/comments may still be missing. You can use this solution across networks. Here you will find a practical guide on the topic of access tokens.
Missing permissions in Facelift
Are you new on facelift, or have there been recent changes to your team structures? If you are missing the answer box, please get in touch with your Company Admin.
Settings and actions of the user in the network
If you cannot reply to an individual user, it could be due to their privacy settings. There are settings on the various networks that prevent users from being contacted or mentioned by sites, third parties or outside their own network.
It is best to test it on the network directly.
Time frame for messages
There is a limited time frame for replying to WhatsApp messages and answering a Facebook comment with a direct message. The time frame is intended to protect users from spam and advertising messages.
WhatsApp: You can submit message templates to be able to reply after the 24 hours have expired.
Facebook: After 7 days it is only possible to answer a comment with a comment.
You have not found what you were looking for? We are happy to help!