Why can’t I send a reply in the inbox?
Live Inbox sends can fail due to rate limits, Instagram 24h/7d windows, or WhatsApp window and template rules.
When Live Inbox blocks a send, the cause is usually a Meta messaging window, rate limit, or WhatsApp template requirement — not a missing compose box.
If it doesn't work
Instagram reply fails with a window error
- Why it happens
- Outside the standard 24-hour customer care window (or human-agent extension window).
- How to check
- Look at window hints on the thread in Live Inbox.
- How to fix
- Wait for the person to message again, or use an allowed human-agent window if still open.
WhatsApp reply fails outside the window
- Why it happens
- WhatsApp freeform messages are limited outside the customer care window.
- How to check
- Confirm WhatsApp status in Channels and the thread window state.
- How to fix
- Use an approved WhatsApp Message Template outside the window (not an Instagram Automation Template).
Rate limit or temporary send error
- Why it happens
- Too many sends in a short period or transient API errors.
- How to check
- Retry after a short wait; check Analytics delivery/error health.
- How to fix
- Slow down bulk manual sends; reconnect channels if expired.
Still stuck?
If errors persist with a connected channel and an open window, contact support. Contact Support
Need more help? Contact Support or return to Documentation.