How to troubleshoot missing messages in the Conversations inbox

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 5 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    If messages are missing, first check your inbox filters. Then, verify that your communication channels (phone numbers, email domains) are correctly configured and active. Finally, check if the contact record has the correct contact details.

    Who this article is for

    All users managing customer communications in the GEVADE CRM Conversations inbox.

    Overview

    It can be alarming if you expect a message that doesn't appear in the inbox. Systematic troubleshooting will usually resolve the issue quickly.

    Step 1: 1. Check Inbox Filters

    This is the most common issue. Ensure you do not have a restrictive filter applied. Change your filter view to All and clear any text in the search bar. Check if the message appears.

    Step 2: 2. Verify Contact Details

    Open the contact's record. Ensure their phone number and email address are entered correctly, without typos or missing country codes.

    Step 3: 3. Check Channel Configuration

    Navigate to your account settings and verify your communication channels (if your user permissions allow access). Ensure your business phone number is active and your email sending domain is verified and has not encountered any DNS errors.

    Step 4: 4. Check for Merged Contacts

    Sometimes, duplicate contacts are merged. The missing message might be located under a slightly different contact name if a merge occurred recently.

    Step 5: 5. Review Workflow Automation

    If you are using workflows to send automated messages, check the workflow history to ensure the contact actually entered the workflow and the message action was executed successfully.

    Configuration note

    If an inbound email was sent to an address not connected to your GEVADE CRM account, it will not appear in the inbox.

    Resolution guidance

    Still cannot find the message

    If you have completed all troubleshooting steps and the message is still missing, please submit a support ticket with the specific contact details and the expected time of the message.

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    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.