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: Check the result notice first: in “Sent to N conversations, M failed”, M counts every conversation the batch refused, and a refused conversation gets no message at all. Mass reply sends on email and SMS and writes web chat replies in-app; a conversation on WhatsApp, Messenger, Instagram, voice or any other channel is refused. An email conversation whose contact has no email address, or an SMS conversation with no number to send from, is refused too, as is a conversation the AI is still handling. The notice shows only the count; the API result lists each refused conversation with its reason. If the message does appear in the thread but the customer didn’t get it, the send failed later: the message shows a Failed to send badge, and hovering it shows the reason. 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. Mass reply refuses voice conversations and counts them as failed. If you need to contact those customers, handle them individually (a callback or a separate channel).