If you open a conversation and there's no message box, or your reply doesn't go through, one of the causes below applies.
The message box is missing: more than 24 hours have passed
The inbox hides the message box when more than 24 hours have passed since the last message in the conversation. This applies to every channel in the inbox, including live chat and email.
The reason is the messaging rules of WhatsApp, Messenger and Instagram. They only let a business send free-form replies for 24 hours after the client's last message. Outside that window, a business can only send pre-approved template messages.
Any new message in the conversation resets the 24 hours. Once the client writes again, the message box comes back and you, or the assistant, can reply as usual.
How to reach the client anyway
- WhatsApp: send an approved WhatsApp template, for example with the Send WhatsApp Message step in an automation. When the client answers, the conversation opens again in your inbox. See Connect WhatsApp.
- Any client in your client list: send them a message by SMS, email or another channel from Softalon. See Send a message to a client.
- Other apps: contact the client directly on the app they used.
If something is off
The message box is missing in a recent conversation
Check the time of the last message. The 24 hours count from the latest message of any kind, including the assistant's and your team's. If the last message is older than that, the box stays hidden until the client writes again.
This conversation channel is currently disabled
You're replying to a live chat while Enable Live Chat is off. Turn it on in Settings › Conversations to reply. See Turn on live chat on your booking site.
Operation Failed when I send a reply
The channel didn't accept the message. Go to Settings › Integrations and check the channel's card. If it says One or more connections are unhealthy. Try reconnecting., click Disconnect and connect it again. If the channel was disconnected, connect it again before you reply.
Replies fail on every channel
Sending replies needs an active subscription. The Owner can check the plan and payments in Settings › Plan & Billing. See My subscription payment failed.
I don't see Conversations in the sidebar
The inbox is available to Administrators, Super Administrators and the Owner. Team members with the User role don't see it. The inbox also needs the Accelerate or Ultimate plan, see Plans compared.
The status bar says the conversation needs attention
You can still reply. The red bar only reminds you that the assistant handed the conversation to your team. Your reply moves it back to In Progress.
Common questions
The assistant only replies to new client messages, so it always replies inside the window. Follow-up nudges are different: an idle nudge delay longer than 24 hours may not reach clients on WhatsApp, Messenger or Instagram.