Troubleshooting: Messages Not Arriving

If messages from a channel stop appearing in your inbox, work through this checklist.

Common causes

1. Webhook URL is wrong or unreachable — re-copy it from the inbox editor and, for Telegram/WhatsApp, click Register webhook again.
2. Slack Socket Mode is on — disable it so events reach your HTTP webhook instead of a WebSocket.
3. Expired access token — regenerate the token on the platform and paste the new one into the inbox.
4. Inbox is inactive — check the active toggle in Settings → Inboxes.
5. Channel not subscribed — some platforms (for example X) require an explicit event subscription before they send anything.
6. Verify token mismatch (WhatsApp Cloud API) — the verify token in Meta must exactly match the one in the inbox.

Narrow it down

• Use the Test connection button in the inbox editor to see the raw error from the platform, then match it against the steps above.
• Send yourself a test message from the customer side and watch whether it appears.

Still stuck?

Note the exact error text from Test connection and the channel involved, then contact support — that error usually points straight to the fix.