Diagnose missing messages and disconnected channels

Diagnose one message

1. Record the channel, sender/recipient, time and time zone. Verify you are looking at the correct business, connected number/Page/mailbox, and inbox filter.
2. Open channel configuration. Check connection, registration, provider authorization, sync state, or allowed domain as applicable.
3. Send a fresh message from a separate customer account. Refresh the inbox to distinguish a live-update issue from a missing server record.
4. For outgoing failures inspect the actual message error, provider-window notice, permissions, and current AI/human handler.
5. For WhatsApp templates check approval, language, variables, and the connected account. For Instagram recheck message access. For Messenger check Page selection. For Email check sync error and sent mail independently. For the widget test the published site and exact domain.
6. For automation inspect its execution and webhook delivery rather than only the conversation list.
7. Reauthorize only the intended provider account when the connection requires it, then repeat the controlled test.

Expected result

You can identify whether failure occurred before ingestion, in inbox presentation, during sending, or in automation. Escalate with sanitized IDs and errors through support, without sharing credentials or unnecessary customer content.