Mass Reply Channel Behaviour
A mass reply is delivered over each conversation’s own original channel: email gets a threaded reply, web chat gets a session message, SMS gets a new text, and WhatsApp and Meta get a message inside the existing thread — subject to their platform messaging windows. Voice conversations are skipped from the batch entirely, even if selected.
Delivery per channel
- Email — Sent as a reply on the email thread, threaded under the customer’s last message. Subject is preserved.
- Web chat — Posted into the chat session. If the visitor is offline, it queues for next open.
- SMS — Sent as a new SMS to the contact number on the conversation. Each message counts as one SMS (or multiple segments if long). No attachments.
- WhatsApp — Sent inside the existing WhatsApp thread. If the 24-hour customer-care window has expired, delivery may require a pre-approved template — non-template messages will fail silently on those conversations.
- Voice — Mass reply does not apply. Voice conversations are skipped from the batch even if selected.
- Meta (Facebook / Instagram) — Sent inside the existing message thread. Platform messaging windows apply, similar to WhatsApp.
Attachments
Attachments included in the mass reply follow per-channel rules: large files are fine on email, blocked on SMS, and size-limited on chat platforms. If a channel can’t carry the attachment, the message body still goes — minus the file.
Note that a channel mismatch never stops the batch: the affected delivery is dropped or degraded silently while the rest of the selection proceeds. If some recipients report not receiving the message, check the individual conversation — a failed delivery shows as a system error on the thread (see Mass reply troubleshooting).