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.
All messages (including promotional content)
All messages except for promotional content (i.e check out our new sneakers in stock at www.sneakershop.com)
No messages
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
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.
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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