> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apyconnect.io/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ and troubleshooting

> Quick answers to the most common day-to-day questions.

Here are the situations that come up most and how to resolve them.

<AccordionGroup>
  <Accordion title="I'm not getting conversations" icon="inbox">
    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](/en/guias/aceptar-conversaciones).
  </Accordion>

  <Accordion title="I ended up Off Queue by accident" icon="toggle-off">
    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](/en/guias/enrutamiento).
  </Accordion>

  <Accordion title="I can't write first to a customer on WhatsApp" icon="whatsapp">
    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](/en/guias/plantillas-whatsapp).
  </Accordion>

  <Accordion title="I connected a channel but it's not receiving messages" icon="link-slash">
    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](/en/canales/canales).
  </Accordion>

  <Accordion title="I can't find a conversation" icon="magnifying-glass">
    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](/en/guias/inicio).
  </Accordion>

  <Accordion title="The customer didn't receive my message" icon="triangle-exclamation">
    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.
  </Accordion>

  <Accordion title="A contact appears twice" icon="users">
    They may have come in through two different channels. ApyConnect suggests possible duplicates and you can **merge them** into a single contact. See [Contacts](/en/crm/contactos).
  </Accordion>
</AccordionGroup>

<Note>
  Your case isn't here? Ask **Mia** inside the app: she knows your workspace and can guide you. See [Mia](/en/ia/mia).
</Note>