Social limits and troubleshooting
Diagnose missing replies, media fallbacks, expired access, and uncertain delivery without replaying messages or losing context.
4 min read
- Project
- Integrations
- Social chats
- Manage
- Connection
Inspect connection status and event setup, reconnect expired access, and review Handoffs before resolving delivery or resuming.
Messaging scope and reply windows
This release covers customer-initiated Messenger Page conversations and professional Instagram DMs. Campaigns, unsolicited outreach, comment automation, and extended-window message tags are not included.
Chat4U prevents free-form assistant and team replies more than 24 hours after the last verified customer message. Taking over or saving a draft does not extend the window. Ask the customer to send a new message through the same channel before replying. A delivery/read receipt or a status change is not a new customer message.
Connecting starts routing new eligible events. It does not import an entire Meta inbox, replay quarantined messages, or merge customers across channels. Resuming and reconnecting do not automatically answer a suppressed backlog.
Images, voice notes, and other attachments
Images and voice notes require Social image and voice understanding, base Social chats, and configured processing services. The assistant uses available image descriptions or voice transcriptions as context. A text-only plan cannot understand an attachment simply because it appears in the thread.
| Input | Chat4U processing limit | What to expect |
|---|---|---|
| Image | Up to 10 MiB and 40 million pixels; supported decoded formats include JPEG, PNG, and WebP | Available processing provides image context; unsupported or expired input uses a fallback |
| Voice note | Up to 20 MiB and five minutes; the attachment must decode successfully | Available processing provides a transcription; not every recording format is accepted |
| Video, documents, or other unsupported attachments | Not supported for assistant understanding in this release | The assistant cannot claim to have understood the content |
| Messenger sticker or Like icon | Recorded as a nonverbal sticker without fetching its artwork | It is not an ordinary image for the assistant to interpret |
These are application limits; the provider can also restrict an attachment. Failed processing, expired download access, or missing entitlement can trigger handoff under the effective policy. With Never hand off, the assistant stays within its capabilities and can ask for text rather than promising a person.
Verify media separately with a new supported attachment and inspect the actual reply and usage. An unavailable attachment is not evidence that the customer said nothing.
Find the cause of a missing reply
Check the identity and statusOpen Integrations → Social chats → Manage for the intended account.
Confirm the Page or @handle. Look for pause, registration, blocked, or reconnect status. Check connection verifies account/event setup; it does not prove a reply reached the customer.
Check conversation controlOpen Handoffs and read the current state.
If a person controls the chat, the assistant is paused until a teammate resumes it. Review native-app replies and uncertain sends before changing control. Check the displayed reply window.
Check access and capacityReview plan features, the assigned assistant, and message credits.
Confirmed missing access can be addressed through Chat4U's relevant plan options. A failed access check is different: retry instead of paying again. A media failure does not mean base text integration is missing.
Verify one fresh textSend a new customer message and check Chat4U and the native client.
This distinguishes current routing from old backlog or an attachment problem. For Instagram, inspect message requests in the professional account's native inbox. During preparation, app-access limitations can restrict ordinary senders even when designated test senders work.
Delivery outcome unknown
The provider may have accepted a message before Chat4U lost the response. Do not blindly resend it. Check the native thread and delivery evidence, then use Chat4U's explicit outcome-resolution controls as appropriate. An unresolved send can block assistant resume to avoid competing replies.
If a teammate changed the conversation while you were writing, refresh and read the new messages and ownership before sending. Do not use an old draft to override the current state.
Reconnect, pause, or disconnect
| Action | Use it when | Result |
|---|---|---|
| Reconnect | Access expired, was revoked, or needs reauthorization | Authorize the same account, then verify a fresh message; suppressed backlog is not replayed |
| Pause | You need automated handling stopped temporarily | Automation stops; review state before resuming |
| Disconnect | Chat4U should no longer route this account | Routing stops, local credentials are removed, and provider subscription cleanup is tracked separately |
Disconnect does not delete Meta's or recipients' messages or guarantee removal of every app permission. Remove provider permissions through the account's Meta settings if needed. Chat4U history follows the project's retention and deletion settings.
What to share with support
Provide the channel, visible account label, connection status, approximate message time and timezone, whether fresh text appeared in Chat4U, and whether the native reply arrived. Share sensitive evidence only through the approved support channel. Never send tokens, app secrets, passwords, or private transcripts in a public issue.
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