Reply Options and Limitations in Community Messages

Types of replies

Typically, a public reply is available without specific limitations.

Direct message
- Available as a response to a direct message from a customer
- You can attach a document, an image, or a video to your reply. For more information about the specifications of the supported attachments, see this Facebook help article.
- You can reply with free-form messages (up to 24 hours after the last message from the customer) and with WhatsApp templates.
- Limitations:
  - You cannot attach an audio file or a sticker to a reply.
  - You cannot attach a document when replying from a mobile device. You can attach a document only when replying from a desktop.
  - You can reply with a free-form message only up to 24 hours after the last message from the customer. After 24 hours, you can reply only with a WhatsApp template (see Use WhatsApp Templates in Community and Use WhatsApp Templates in Care).
  - You cannot send a poll or reply to a poll that was sent to you. An incoming poll will be displayed as an unsupported attachment.

The following limits are set by individual platforms. The limits may change without prior warning.
Some characters are counted as 1 byte, some others are counted as 2 or more bytes. For example, "a" is counted as 1 byte, however "á" is counted as 2 bytes.