Why its hard to get direct support?

A few things could cause "can't reply":

1. Meta's 24-hour messaging window — if the customer's last message is more than 24 hours old, you can't send without a Message Tag (limited categories)

2. Page role permissions — make sure your Facebook user has Messaging permission on the Page

3. ManyChat connection may be stale — try Help → Refresh Permissions

4. Test by replying directly from Meta Business Suite. If it fails there too, it's Meta-side not ManyChat

On support, forum + tagging @ManyChatHQ on X is usually faster than the support email or in the support chatbot threaten to cancel your subscription, this can escalate the conversation quicker.

my customer sends a message, for a few seconds, we are replying within a few seconds, even the automation that she gets before no longer works, we tried to delete her contact, the same results 

Again, I am talking to her on my personal messenger thats why I learn this issue. 

Sorry, I should have included this on my response earlier. 


 

1. Meta's 24-hour messaging window ----- we are inside the 24 hour window, 

2. Page role permissions ----- we can reply to the other customers, except her. Nothing was changes for the page roles.
3. ManyChat connection may be stale — try Help → Refresh Permissions ----- did this already. We still can’t reply to her

4. Test by replying directly from Meta Business Suite. ---- she can receive my messages in business suites. 

Hey ​@wpnimitz 
I’m sorry that you’re facing this issue 😕

This looks like an isolated problem and the support team is the best option to check what’s going on.
Please follow this link to contact Manychat support: https://help.manychat.com/hc/en-us/p/get_support_page

Let me know if you have further questions 🙂