Oh no, sorry that you can't respond to a Facebook review/recommendation. We sincerely regret the inconvenience. Often, this has to do with a customer's privacy settings or FB's 7-day response policy. Read on to find out more.
But, first, here are a couple of quick checks to eliminate:
✔️ Sometimes, you just need to refresh your screen.
✔️ Try logging out and logging back in again of your AreTheyHappy Inbox.
✔️ Sometimes there is just a small outage on Facebook's side, so if you try again later, it will succeed. At the moment, we only flag failed responses on the Issue Analyzer after a few attempts over the course of a few hours.
Now, this next step is important:
A fourth solution could be for you to click on the "deep link" icon (see image below).
Clicking on the "deep link" will redirect you to the Facebook platform so that you can respond directly from within Facebook itself.
⚠️ User note: You will need to be an admin user for the Facebook page of this location to successfully respond.
User Personal Privacy Settings
If, in general, you are able to respond to most Facebook message types (wall posts, tagged posts, comments etc.) and most Facebook private messages or DMs, then the issue could well be the specific Facebook user's personal privacy settings.
Privacy Settings - If you get one of the following notifications below, then it means the Facebook user has changed or tightened their privacy settings for who can see a particular post or message from them. [See images below. Take your time to read these notices from Facebook, so that you recognise this type of situation in the future,]
Blocking - We've encountered situations where a customer writes a restaurant and then blocks them after. [Yes, it's weird but it happens.]
7-Day Policy - Finally, Facebook has a 7-day policy for responding to DMs. In general, if you don't respond within 7 days, you forfeit the ability to engage with the customer.
Example Facebook notices:
Here's another example:
If you have further questions, please use your support chat at the bottom of your screen to contact us. We're here to help. :)
The AreTheyHappy Crew