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Troubleshoot Omnichannel Inbox Issues

When conversations won't show, replies won't send, or the contact panel looks wrong, work through the checks below — most inbox problems turn out to be a filter, a missing contact detail, or a disconnected channel.

Entry pointInbox

Who Can Do This​

Agents can try the basic checks. Admins may be needed for channel connection, permissions, and workspace settings.

Common Issues and Fixes​

Conversations are not showing​

  1. Confirm you are in Inbox.
  2. Check whether you are viewing Contacts, WhatsApp, Instagram, or Facebook.
  3. Switch back to Contacts to see the combined lead conversation list.
  4. Ask an admin to confirm the channel is connected and active.

Messages are missing from a thread​

  1. Open the conversation.
  2. Set the All Channels dropdown at the top-right of the thread.
  3. Click Sync conversation.
  4. Reopen the conversation if the thread still looks stale.

You cannot send a reply​

  1. Open the channel selector in the composer.
  2. Choose an active message channel.
  3. Confirm the contact has the required phone number or email address.
  4. Enter a message, or add call context if starting a voice call.
  5. Wait for any attachment upload to finish.

Instagram or Facebook replies are unavailable​

  1. Confirm the Instagram or Facebook tab shows the conversation.
  2. Check that the connected account or page is still active.
  3. Ask an admin to review the Facebook Page or Instagram connection under integrations.

WhatsApp replies are unavailable​

  1. Confirm the contact has a valid phone number.
  2. Confirm the WhatsApp channel is active.
  3. Ask an admin to review the WhatsApp Cloud API or phone number connection under integrations.

Email or SMS recipient is wrong​

  1. Check Contact Information for primary and alternate phone or email values.
  2. Choose the correct recipient in the composer.
  3. Update the contact record if the stored details are outdated.

Troubleshooting​

You've worked through the checks above, the channels are connected, and things still misbehave? That's when support earns its keep: messages that won't sync, replies that fail repeatedly, or conversations routing to the wrong owner after you've updated the assignment. Mention which checks you already ran — it saves a round trip.

Was this article helpful?If something is unclear or out of date, email support@brixi.ai with the article title — or see Getting Help for what to check first.