Why Can't I Reply on WhatsApp or Messenger?

Summary

Overview: WhatsApp and Messenger only let a business send a free-form message for a limited time after the customer last wrote. When that time has passed, the Send button in the Inbox turns off and a red note explains why. This guide covers that and the other reasons a WhatsApp or Messenger reply will not send.

Prerequisites:

• WhatsApp (through your own Twilio account) or Messenger is connected under Settings › Channels (Admin only).
• You have the conversation open in the Inbox.

Frequently Asked Questions

The reply box says "WhatsApp only allows a reply within 24 hours of the customer's last message. They must message you again before you can reply."

WhatsApp allows a free-form reply only within 24 hours of the customer's last message. After that, Pippify turns off Send. If you try anyway you may see "WhatsApp only allows a free-form reply within 24 hours of the customer’s last message. This conversation is outside that window, so the customer must write again before you can reply."

Fix: Wait for the customer to write again, then reply. If you have their email address or phone number, reach them another way. See How to Reply to a Lead From the Inbox.

The reply box says "The 24-hour window has closed — your reply will be sent as a human-agent message (allowed up to 7 days)."

This is not an error. On Messenger, after 24 hours, a person on your team can still reply for up to 7 days after the customer's last message. Your reply is sent as a message from a person.

Fix: Write your reply and click Send.

The reply box says "Messenger's messaging window has closed — the customer must message you first."

More than 7 days have passed since the customer last wrote on Messenger, so Messenger will not accept a message from you.

Fix: Wait for the customer to message your Page again.

I can't pick Email or SMS for a WhatsApp or Messenger lead

A Messenger lead can only be answered on Messenger, and a WhatsApp lead only on WhatsApp. The channel menu offers nothing else for them.

Fix: If the customer gave you an email address or phone number in the chat, add a separate lead for that channel. See How to Add a Lead Yourself.

I get "This lead has no WhatsApp number on file." or "This lead has no Messenger identity on file."

The lead is missing the details Pippify needs to reach them on that app.

Fix: Reply on another channel if you have one, or wait for the customer to write again.

The Inbox says "This lead is archived. Pippin is not replying and follow-ups are stopped."

You can't send on an archived lead, so the reply box is hidden.

Fix: Click Unarchive, then reply. See How to Archive or Unarchive a Lead.

The reply box says "This workspace is inactive, so replies can't be sent."

The workspace is read-only, so no one can send.

Fix: The Admin clicks Go to Billing and reactivates the subscription. Other roles see "Ask your workspace admin to reactivate it." See Why a Feature Is Locked and What Read-Only Means.

I get "Fill in all placeholders before sending — e.g. [Contact Name]"

Your message still has text in square brackets, such as a template placeholder.

Fix: Replace or delete every [...] part, then click Send.

My WhatsApp message shows "Not delivered — this message was sent more than 24 hours after the customer last wrote, which WhatsApp only allows with a pre-approved template"

WhatsApp accepted the send at first, then rejected it because it was outside the 24-hour window. Other rejections show "Not delivered — WhatsApp rejected this message (code ...)".

Fix: Wait for the customer to write again, then reply. You can search the code in Twilio's documentation.

Pippin isn't answering on WhatsApp either

If your plan doesn't include WhatsApp, the WhatsApp card under Settings › Channels (click the WhatsApp tile) shows "Pippin's WhatsApp replies are paused on your current plan. Your number stays connected." Messages still arrive and you can still reply by hand inside the 24-hour window.

Fix: An Admin moves to the Growth plan or higher under Settings › Billing. See Why Is a Channel Greyed Out?

Next Steps & Related Resources

• Next steps:
  • How to Reply to a Lead From the Inbox
• Related articles:
  • How to Connect WhatsApp With Twilio
  • How to Let Pippin Reply to Messenger Messages
  • Why Didn't My Follow-Up Go Out?
  • Why Is a Channel Greyed Out?

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026