Inbox & AI repliesStep-by-step guide
Troubleshoot missing messages or unavailable replies
Check the actual connection, permissions and provider reply rules.
Read messages; channel managers may need to fix access.
Here’s how to do it
Check the channel filter, search, unread filter and lead-status filter before assuming a message is missing.
Open Channel access and read the messaging status for the intended account.
Ask a channel manager to check the connection and any reauthorization or messaging setup notice in Channels.
Read the composer’s availability message and any send error. A provider reply window may require the customer to message again.
Refresh the inbox after correcting access, and verify the provider conversation before retrying a failed send.
What happens next
You can distinguish a filter issue from missing permission, provider restrictions or incomplete messaging setup.
Good to know
Connecting a publishing account does not automatically provide messaging access. Imported conversation history does not necessarily trigger automatic replies.