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Each channel has its own quirks. This page covers what’s non-obvious.

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Email

  • Replies auto-CC all recipients on the thread. Email addresses synced in Telemetron (e.g., your Gmail Groups integration addresses) are filtered from CC automatically.

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Instagram

  • Short message limit on DMs — messages over ~250 characters may fail to send.
  • 24-hour messaging window — you can only reply within 24 hours of the customer’s last message.
  • Comment replies have a 7-day window. You can reply publicly as a comment or privately via DM.
  • Text and attachments can’t be sent in the same message — attachments go as a separate message.
  • Story mentions create cases and replies go via DM.

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Facebook

  • 24-hour messaging window on Messenger, same as Instagram.
  • Post comments can be replied to publicly or privately via DM.
  • Text and attachments can’t be sent together, same as Instagram.
  • Ad/promoted post comments are tracked separately with promotion status.

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Phone

Phone is not a messaging channel — calls are tracked as cases with recordings and voicemail. Outbound calls require agent phone number configuration. Call routing uses priority and availability settings. See Phone Integration for setup.