Mass Reply Troubleshooting
Most mass reply problems come down to three causes: a role or selection issue (the button is missing), the All matching selection grabbing more rows than you saw on screen (the count is bigger than expected), or per-channel delivery limits (some customers never receive the message). There is no undo — a send to the wrong segment can only be corrected with a follow-up message.
Symptoms and fixes
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Symptom: Mass reply button is missing from the bulk action bar. Fix: Your role doesn’t include reply permissions, or no conversations are selected. Tick at least one row and check your role in Settings → Roles.
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Symptom: The count in the dialog is bigger than I expected. Fix: You probably clicked All matching instead of staying with the visible page. Close the dialog, re-check the filter, and re-select. Always trust the number shown in the Mass Reply dialog over the number of rows you see on screen.
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Symptom: Some recipients say they never got the message. Fix: The likely culprits are channel windows (WhatsApp / Meta 24-hour rule) or hard bounces (invalid email, deactivated phone number). Open the individual conversation — a failed delivery shows as a system error on the thread. See Mass reply channel behaviour for per-channel limits.
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Symptom: I sent to the wrong segment. Fix: There is no undo. Send a follow-up clarification mass reply to the same selection acknowledging the mistake. Don’t try to “delete” the messages from individual conversations — they were really delivered.
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Symptom: Voice conversations in my selection didn’t receive the message. Fix: Expected. Voice is excluded from mass reply. If you need to contact those customers, handle them individually (a callback or a separate channel).