Keep ai messages within channel restrictions
An AI-originated message — Auto Reply or a sent Copilot suggestion — obeys the same channel rules as any other outbound message: messaging window, required templates, and supported content types.
When this happens: An Auto Reply or an accepted/edited Copilot suggestion reaches the outbound pipeline.
Step by step
- 1
Review the AI Assistant's configuration knowing it applies across every enabled channel (Admin — AI Assistant).
When an Auto Reply is about to be sent on Instagram and the Meta 24-hour window has expired, the outbound pipeline (FR-25) rejects the free-form send exactly as it would for an operator. Instead of sending, treats the rejection as cannot reply — the AI falls back per UC-28.26 (fallback message and transfer), because it cannot honor the channel's constraint automatically. On a channel where a message type the AI drafted is unsupported (e.g. The provider cannot deliver a particular attachment type), the outbound pipeline withholds it the same way it would for an operator (UC-16.12/UC-17.11/UC-18.11/UC-19.11/UC-20.10) — the AI's context already includes the capability declaration so most such drafts are avoided upfront.
Other paths
Copilot suggestion hits a channel restriction at send time
Click Send on an unchanged suggestion but the channel now requires an approved template (e.g. The WhatsApp customer-service window closed while the suggestion was being reviewed). Rejects the send with the same inline error an operator's own free-form reply would get (FR-25); the suggestion remains in the composer for the operator to choose a template instead.
Good to know
- AI messages obey the sending channel's restrictions like any other message (BRD §3.9).
- A channel rejection on an Auto Reply is treated as a "cannot reply" case, not left unresolved.