When customers say they wrote but nothing arrived, the cause is usually channel configuration, routing rules or message filtering. Start from the channel the message came from.
Verify the channel
Check the connection status in channel settings, re-authorize or re-save, then send a test message.
- Check channel status
- Re-authorize and save
- Send a test message
Check routing and status
The conversation may sit in a queue with no online agent, or the agent may be busy, away or at their cap.
- Inspect the pending queue
- Confirm agent status is online
- Check concurrency caps
FAQ
WeChat messages missing?
Usually expired authorization or changed server config; re-authorize and validate.
Email messages missing?
Check whether the mailbox authorization expired or the fetch interval is too long.