# Limitations
### **Messaging Window**
When a customer sends you a message on Facebook, you have a standard messaging window to respond to that customer of **24 hours**. During this 24 hour period, you can send all types of content (i.e responses to their questions or promotional content). Every time a customer sends you a new message, this messaging window resets.
If you need more time to respond to a customer, Zaapi uses the "Human Agent" tag when sending messages, which **extends this messaging window from 24 hours, to 7 days** after the customer last sent you a message. During this time, you can send updates about the customers order or respond to any enquiries, but you should not send any promotional content.
| Within 24 hours | Within 7 days | Over 7 days |
| -------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ | ----------- |
| All messages (including promotional content) | All messages except for promotional content (i.e check out our new sneakers in stock at [www.sneakershop.com](http://www.sneakershop.com)) | No messages |
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### **File Upload Limitations**
* Image (8 MB)
* .jpg, .jpeg, .png (not .heic)
* Audio (25 MB)
* Video (25 MB)
***
### **Character Count Limitations**
For Facebook messages, you can send a maximum of 2,000 characters in a single response
***
### Conversation History Import Limits
Upon successfully integrating this channel, the system will automatically import your past conversation history from the last 90 days.
{% hint style="info" %}
**Note on older conversations:** If a customer sends a new message in an existing conversation that is older than 90 days (and wasn't part of the initial import), the system will automatically fetch the entire history of that specific thread. Once the new message is received, you will be able to scroll up to view all previously un-imported messages from that conversation.
{% endhint %}
***
### Unsupported Messages
Due to limitations from the Facebook API, there may be a number of messages that we cannot support in Zaapi. We regularly update this list with the latest changes. Any message that is not included in this list will be supported by default.
| Message | Image Reference | Description |
| ----------------------------------------- | ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- |
| Messaging directly from Facebook products |  | If a customer clicks on a Facebook product and then clicks to chat, we will not show the product that they clicked on |
| Messaging directly from a Facebook story | | If a customer clicks on your story and then sends a message directly, the message will show in Zaapi but the story they replied to will not |
| Reactions to messages | 
| If a customer reacts to a message that you sent, this will not appear in Zaapi |
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