Can't reply to a customer chat? 6 causes to check

A customer asks about a product, you type a reply, and it doesn't go out, or there is no box to reply in at all. It usually comes down to a few causes. Here are the common ones on LINE OA and Facebook Messenger, and what to check for each.

1. Chat is not turned on in LINE OA

A LINE OA has to turn chat on before you can reply yourself. Go to Settings, choose Response settings, and turn on Chat under the response features. For the steps on a computer, see LINE Official Account Manager on a computer.

2. The internet dropped when you pressed send

If a message shows it was not sent, the connection may have dropped or been unstable. In Easyrobin, press Send again to retry, or Delete if you no longer want to send it.

3. The Facebook Messenger reply window has passed

Under Meta's policy, a business can reply within 24 hours of the customer's last message. If the Page is approved for Human Agent, team members can reply by hand for up to 7 days. Easyrobin works with LINE OA and website chat today; Facebook Messenger is coming soon.

4. The LINE OA message quota is used up

Replies sent within a few minutes of the customer's message don't count toward the quota, but replies sent after the free reply time use the quota in your LINE OA plan. When the quota runs out, messages that use quota can't be sent; Easyrobin tells you, and you can add quota in your LINE OA account. More in LINE OA message quota.

5. The customer blocked your shop

If a customer blocks your channel, messages can't reach them. Easyrobin lets the team know, so nobody waits for an answer from that customer.

6. You didn't see the chat come in

Sometimes nothing failed; the new chat simply went unseen. With LINE OA open on the web and in the phone app at the same time, the app may not notify you of new chats. Notifications are set in the LINE Official Account app. If you use several channels, Easyrobin's unified inbox puts every chat in one place so the team doesn't miss any.

In short

Most of these take minutes to fix: turn chat on, retry, reply in time and keep an eye on the quota. Still can't send? See the help article Message not sent: what to do (in Thai).

Sources: LINE Official Account help centre, chat section (in Thai) and Meta's Messenger Platform policy (checked 28 October 2026).