Guide: A reply was refused
This page: https://commentwatchdog.com/help/troubleshooting/a-reply-was-refused
Topic: Troubleshooting
Time: about 2 minutes
Who can do it: Anyone on your team
Author: https://anantgupta.xyz (Anant Gupta, founder of CommentWatchDog)
Start in the app: https://app.commentwatchdog.com/en/inbox
Result when done: You know why Facebook would not take your reply, and what to do with the words.
Context: Meta refuses replies on some comments: under an ad that has stopped running, on a comment the author removed, or where a private reply has already been used. Nothing you wrote is thrown away.

Before you start:
1. The composer warns before sending when it can tell.
2. Refused words are kept as a draft on the row.
3. An agent or automation that is refused shows Auto-reply failed and keeps the text.

Steps:
Step 1 of 3: Read what the composer says.
Where: It states when Facebook will not accept a public reply, and offers to send privately instead where that is allowed.
Link: https://app.commentwatchdog.com/en/inbox (Open the inbox)
Screenshot: https://commentwatchdog.com/media/shots/reply-composer.en.webp (The composer.)
Screenshot: https://commentwatchdog.com/media/shots/reply-composer-phone.en.webp (The same on a phone.)
You should see: A choice before sending rather than an error after it.

Step 2 of 3: Use the draft that was kept.
Where: The Draft chip on the row. Open the composer to edit and try again, or clear it.
Screenshot: https://commentwatchdog.com/media/shots/inbox.en.webp (Draft, on the row: your words were kept.)
Screenshot: https://commentwatchdog.com/media/shots/inbox-phone.en.webp (The same on a phone.)
You should see: Your words still there, ready for another route.

Step 3 of 3: Answer another way.
Where: Send a private message where the window allows it, or open the comment on the platform and reply there.
Screenshot: https://commentwatchdog.com/media/shots/reply-composer.en.webp (Send as private message.)
Screenshot: https://commentwatchdog.com/media/shots/reply-composer-phone.en.webp (The same on a phone.)
You should see: The customer gets an answer even when the public route is closed.

If something is off:
Problem: Auto-reply failed on many comments
Fix: Usually an old ad. The agent keeps the text on each row.
Problem: It says a private reply is not allowed
Fix: The seven days passed, or one was already sent for that comment.
Problem: My reply went out twice
Fix: A queued send completed after you sent it by hand. Delete one from the row.

Common questions:
Question: Why won't Facebook accept my reply to a comment?
Answer: Because Meta refuses replies on some comments: under an ad that has stopped running, on a comment the author removed, or where a private reply has already been used. The composer warns before sending when it can tell.
Question: Is my text lost when a reply is refused?
Answer: No. Refused words are kept as a draft on the row. Open the Draft chip to edit and try again, send privately where the window allows it, or clear it.
Question: Where does a private reply to an Instagram comment land?
Answer: In the person's inbox if they follow the account, otherwise in Requests. The message includes a link to the commented post, and Instagram allows only one private reply per comment, within 7 days of it.
Question: Can I still answer a comment when the public reply is refused?
Answer: Yes. Send a private message where the window allows it, or open the comment on the platform and reply there, so the customer gets an answer even when the public route is closed.

Related guides:
- Reply in public or by private message: https://commentwatchdog.com/help/inbox/reply-in-public-or-by-private-message
- Why a reply was queued, and how to cancel it: https://commentwatchdog.com/help/inbox/why-a-reply-was-queued-and-how-to-cancel-it
- Private replies: one message, 7 days, then 24 hours: https://commentwatchdog.com/help/platforms/private-replies-one-message-7-days-then-24-hours

Plain text of this guide: https://commentwatchdog.com/help/troubleshooting/a-reply-was-refused.md
All guides for assistants: https://commentwatchdog.com/help/llms.txt