Each communication channel connected to DMLY has its own platform rules and limitations. Understanding these will help you avoid delivery issues, policy violations, or messaging restrictions.

Below is a breakdown of limitations and recommended best practices for each supported channel.

WhatsApp Cloud API

Limitations

• 24-Hour Messaging Window
  You can only send free-form messages within 24 hours after a customer replies.

• Template Requirement for New Conversations
  You must use a pre-approved message template to:

  • Start a conversation

  • Message inactive contacts

  • Message users outside the 24-hour window

• Template Approval Required
  All message templates must be approved by Meta before use.

• Messaging Limits (Tier-Based)
  WhatsApp limits the number of business-initiated conversations per 24 hours based on your quality rating and verification level.

• Strict Commerce & Content Policies
  Certain industries and content types are restricted or prohibited.

Best Practices

• Always close resolved conversations so bots can re-engage when needed.

• Use approved templates for promotions, reminders, and re-engagement.

• Maintain high response times to preserve quality rating.

• Avoid sending spam or repetitive promotional messages.

• Monitor your Quality Rating and upgrade your messaging tier by:

  • Verifying your business

  • Maintaining high customer engagement

Facebook Messenger

Limitations

• 24-Hour Standard Messaging Rule
  Businesses can reply freely within 24 hours after a user message.

• Outside 24-Hour Window Restrictions
  Messaging outside this window requires specific message tags and must follow Meta policy.

• Rate Limits
  Excessive automated messaging can trigger platform restrictions.

• Permission Revocation
  If page permissions are removed in Meta, messages will stop syncing.

Best Practices

• Respond quickly to customer inquiries.

• Avoid promotional messages outside permitted windows.

• Use automation carefully to prevent spam-like behavior.

• Regularly check Meta Business permissions.

• Reconnect if you update page roles or admin access.

Instagram Messenger (Instagram DM)

Limitations

• Business Accounts Only
  Personal accounts cannot be connected.

• Must Be Linked to a Facebook Page

• 24-Hour Messaging Rule
  Similar to Messenger, free messaging is limited to 24 hours after user interaction.

• Story Mentions & Replies Have Limits
  Not all message types are supported through API.

• Instagram Permissions Required
  If "Allow access to messages" is disabled, DMLY cannot receive messages.

Best Practices

• Ensure your Instagram account is:

  • Professional (Business)

  • Linked to a Facebook Page

  • Message access enabled

• Avoid excessive automated responses.

• Keep engagement natural and conversational.

• Reconnect if you change page or business ownership.

• Use tags and stages to track Instagram leads properly.

Telegram Messenger

Limitations

• Bot-Based Only
  Telegram integration works through bots, not personal accounts.

• User Must Start Conversation First
  Bots cannot message users unless they initiate contact.

• Limited Customer Identity Data
  Some users may not share phone numbers.

• Bot Token Expiration
  If token is regenerated, integration must be updated.

Best Practices

• Use clear bot welcome messages.

• Provide quick reply buttons to guide users.

• Store Telegram user IDs for future automation.

• Secure your Bot API token.

• Reconnect immediately if token is regenerated.

Live Chat (Webchat)

Limitations

• Website Dependent
  Live chat only works if the widget is properly installed.

• Session-Based Conversations
  Users may disconnect or leave without completing conversations.

• Limited Identity Data
  Without form capture, visitors may remain anonymous.

• Browser & Cookie Restrictions
  Clearing cookies may reset sessions.

Best Practices

• Add Ice Breakers to increase engagement.

• Use popup greeting messages wisely (avoid instant spam).

• Enable contact form capture before chat.

• Connect WhatsApp, Instagram, or Messenger inside the widget for fallback communication.

• Assign chats quickly to avoid missed opportunities.

General Best Practices Across All Channels

• Respond quickly — speed improves engagement and platform trust.

• Close conversations after resolution.

• Avoid spam and repetitive promotional content.

• Use Tags, Notes, and Custom Attributes for better tracking.

• Monitor integration status regularly.

• Reconnect channels after:

  • Permission changes

  • Token expiration

  • Business ownership updates

Understanding these limitations ensures compliance, protects your messaging quality rating, and keeps your communication channels stable inside DMLY’s Unified Inbox.