Mass Reply Channel Behaviour
A mass reply is delivered over each eligible 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. Conversations currently being handled by AI are also skipped, even when their underlying channel supports replies.
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. Conversations currently handled by AI are skipped based on their handling state, not because of their channel. If some recipients report not receiving the message, check the individual conversation — a failed delivery or skipped delivery shows on the thread (see Mass reply troubleshooting).