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Here are the situations that come up most and how to resolve them.
Check, in order:
  • Are you On Queue? Switch it in the top bar.
  • Is your capacity full? You won’t receive more until you close one.
  • Do you have access to the inbox for those conversations? It may be restricted to another team.
  • Are there conversations waiting? Try pulling the next one from the queue.
See Receiving and accepting conversations.
This usually happens for two reasons: you let an offer expire (didn’t accept it in time) or there was prolonged inactivity in your session. It’s a safeguard to avoid assigning you work while you’re away. Just go On Queue again. See Routing.
WhatsApp only allows free replies during 24 hours from the customer’s last message. After that time, to write to them again you need an approved template. See WhatsApp Templates.
Connecting a channel only creates the channel: you still need to assign it an inbox. Until then, its messages stay on hold (you’ll see a “No inbox” notice). Assign one from Channels. See Channels.
Your inbox shows your current work, not the entire history. For older conversations or ones from other agents, use the search and filters. See Home and navigation.
Each message shows its delivery status. If it appears as undelivered, it may be due to the channel or the customer’s device. On WhatsApp, also check that the 24-hour window hasn’t expired.
They may have come in through two different channels. ApyConnect suggests possible duplicates and you can merge them into a single contact. See Contacts.
Your case isn’t here? Ask Mia inside the app: she knows your workspace and can guide you. See Mia.