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Reply Options and Limitations in Community Messages

Types of replies

When responding to Community messages, your reply options are determined by the platform the original message originated from and the type of the content (the particular message that you are replying to). For more information about supported content types, see Content Types, Historical Data, and Update Frequency in Community.

Typically, a public reply is available without specific limitations.

Facebook

  • Public reply

    • Available for any post/comment

    • Limitations:

      • You cannot attach a PDF file to a public reply.

  • Comment on post

    • Available for any post/comment

    • Limitations:

      • You cannot attach a PDF file to a comment.

      • You cannot attach a photo or a video to a comment under a Dynamic Ads post.

      • For a comment with multiple levels of replies, you cannot reply to a comment on the third level or deeper. Your reply will be posted, but as a comment to the parent post (a first-level comment) and not as a comment to the originally selected comment.

  • Direct message

    • Available for any direct message within seven days of the message received

    • Limitations:

      • You cannot send attachments together with your text reply as a single message.
        Images, videos, GIF and PDF files are considered a separate message as per Facebook API restrictions. While you are allowed to reply, the attachment will be sent as a separate message.

      • You cannot reply if the customer sent a message from a Facebook Page. The Facebook API allows Facebook Pages to reply only to a Facebook user, not another Facebook Page.

Google Business

  • Comment to a review

    • Available for any review

    • Limitations:

      • You can post only one comment to a review. However, you can edit a comment that was posted earlier.

      • You cannot attach a file to a comment.

Instagram

  • Public reply

    • Available for any comment

  • Comment on post

    • Available for any comment

  • Direct message

    • Available for any direct message within seven days of the message received

    • Limitations:

      • You cannot attach media to your reply as per Facebook API restrictions.

LinkedIn

  • Public reply

    • Available for any comment

  • Comment on post

    • Available for any comment

TikTok

  • Public reply

    • Available for any comment

  • Comment on post

    • Available for any comment

WhatsApp

  • 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.

X (former Twitter)

  • Public reply

    • Available for any post (tweet)

  • Comment on post

    • Available for any post (tweet)

  • Direct message

    • Available for any direct message

    • X (former Twitter) allows replying with direct messages only if the customer is following the brand's account.

YouTube

  • Public reply

    • Available for any comment

  • Comment on post

    • Available for any comment

The maximum number of characters in a reply

  • 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.

Facebook

  • Comment: 8 000 characters

  • Direct message: 2 000 characters

Google Business

  • Comment: 4 096 characters

Instagram

  • Comment: 2 200 characters

  • Direct message: 1 000 bytes

LinkedIn

  • Comment: 3 000 characters

TikTok

  • Comment: 150 bytes

WhatsApp

  • Direct message: 4 096 characters

X (formerly Twitter)

  • Comment: 280 characters
    (info) Special data counts towards the limits.

  • Direct message: 10 000 characters

YouTube

  • Comment: 10 000 bytes

The maximum size of an attachment

Facebook

  • Image: 10 MB

  • Video: 25 MB

  • GIF file:8 MB

  • PDF file: 25 MB

Instagram

  • Image: 8 MB

  • Video: 25 MB

X (former Twitter)

  • Image: 5 MB

  • GIF file: 15 MB

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