Fix missing inbox messages or replies
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Work out where the message stopped
Send a fresh test from an address or phone you control. Note the receiving mailbox or number and the time sent. In Inbox, check the correct company, channel and filters. Ask an administrator to check mailbox visibility or WhatsApp number access if another teammate can see the message.
If email does not appear
Check the mailbox itself. If the test is in the mailbox but absent in Smart CRM, check Settings → Email for the connection status. Run Test Connection where offered, or reconnect the mailbox if the provider reports an expired login. Send a new test after reconnecting and verify that it arrives in the Inbox.
If a WhatsApp send fails
Check that the sending number is connected and has permission to use the intended template. Check the template’s Meta approval status and whether it belongs to the selected number. For broadcasts, use an approved template. For individual replies outside the active customer conversation window, use an approved template instead of free text.
If the message arrives but the AI does not reply
Check Settings → AI Agents for the sending mode, eligible audience, hours and available AI credits. Review whether a conversation flow handled the message first, whether the thread was handed over, or whether a person recently took over the conversation. Use a separate test number for a clean end-to-end check. See Set up and test the WhatsApp AI agent.
If the issue persists, send support the channel, approximate time, expected behaviour and exact error. Leave out passwords and API keys.