Can't do Insta chat

chandy01: When someone insta chats me I can see their message but I can't response back? What am I doing wrong? Same playing Wordy...have to send an email instead and if they are not friends I can't do that either?? HELP

RUBY: i'll look into it

RUBY: are you sure you're online when you use instant chat?

chandy01: I will double check that but I am pretty sure I am online Ruby

RUBY: ok let me know

chandy01: no was online and still can't do it???

RUBY: i'm sending you a message right now...see it?

RUBY: mission accomplished

chandy01: Well done Ruby

RUBY: