Sending Messages
Text, media, voice, templates and reply windows.
What you can send depends on the channel. One file can be up to 25 MB.
Message Types
Available message types and their channel support:
| Type | Telegram | Messenger | |||
|---|---|---|---|---|---|
| Text | |||||
| Image | |||||
| Video | |||||
| Voice | |||||
| Document | |||||
| Template |
Sending Media and Voice
Use Send Photo/Video or Attach File in the message bar, or drag files into the conversation. Voice Message records up to 5 minutes; listen, then send. Documents means PDF, Word, Excel, TXT or CSV.
Reply Windows
Meta limits when a business can reply on Instagram, Messenger and WhatsApp, counted from the customer's last message:
- Within 24 hours: you can send anything.
- WhatsApp after 24 hours: only approved templates. Use Send a template.
- Instagram and Messenger after 24 hours: when Meta's Human Agent permission is active, a teammate can reply for up to 7 days. Otherwise replies close until the customer writes again.
Snippets
Snippets are saved replies. Create them in Settings > Workspace > Snippets with a shortcut (like /welcome), then insert them from the Snippets menu in the message bar or by typing the shortcut.
Tip: Create snippets for your most common answers, such as opening hours, delivery times and return policy.
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