It wont let me reply

[mhonberger]

I am trying to use the feature for the first time. I can see the message but, and i can write a reply, but it won't let me send the reply. I just get an error message.

[William_A]

Hello @mhonberger ,

Can you elaborate at all on what feature you're referring to? Are you referring to the Social Inbox tool? What is the exact error message you're receiving (either typed or screencap)?

[mhonberger]

Yes, it is the social inbox tool.  I can see that i  have a message, but when i go to reply i get the following error message:

Your reply could not be sent. Please try again.

[William_A]

Has it been over 24 hours since your follower responded? Certain API restrictions on some platforms can cause issues when trying to reply through us.

[mhonberger]

Yes, it was more than 24 hours later

[William_A]

Does recreating the tweet from scratch and trying to post the new one work? Or reducing the number of characters - even if you're already within the limit? Beyond that, it may be that there's too much traffic coming into Twitter resulting in certain 3rd party API restrictions.

If none of your attempts to post to twitter, even with characters way below the limit and/or at different times, go through then it may be indicating something on the Twitter side blocking our API from posting specifically to your account. You may want to check your Twitter privacy settings or other account elements, or reach out to their support to see if there's anything they're able to see in your account that'd prevent 3rd party APIs from posting.

[mhonberger]

Actually, this is in regards to a facebook message on the agency's facebook page

[William_A]

Have you tried disconnecting and reconnecting your Facebook profile, and then sending the message? Are you seeing any restrictions on 3rd party API access in your FB Business Manager?

[Caitlin_M]

Hi @mhonberger. I wanted to check in to see if you were able to follow the troubleshooting steps Will provided, including disconnecting and reconnecting your profile. Have you been able to reply since reaching out to us?

[mhonberger]

i still have not been able to reply. and i even tried disconnecting and reconnecting my facebook account.

[William_A]

Are you seeing any restrictions on 3rd party API access in your FB Business Manager? Has Facebook's support been able to investigate to see if the prevented reply is occurring on their end?