Troubleshooting the Inbox

6 min read

Updated July 24, 2026

TroubleshootingInboxSMSEmailNotificationsIssues

Common issues and solutions for the Inbox across every channel.

Message Delivery Issues

Messages Not Sending

Check internet connection

Verify you're logged in

Refresh the page

Try again in a few moments

Messages Not Appearing

Check for connection status

Refresh message list

Verify correct thread selected

Clear browser cache

Notification Issues

Push Notifications Not Working

Verify notifications enabled in settings

Check browser permission (not blocked)

Ensure browser supports notifications

Try disabling and re-enabling

No Notification Badge

Refresh the page

Check if messages are truly unread

Verify connection to messaging service

Clear browser cache

Permission Blocked

To fix blocked notifications:

Click lock icon in address bar

Find Notifications setting

Change to "Allow"

Refresh and re-enable in settings

Thread Issues

Thread Not Loading

Check internet connection

Refresh the page

Try selecting a different thread first

Clear browser cache

Can't Find a Thread

Check filter settings (All vs Open vs Closed)

Use search function

Verify customer name spelling

If it's Closed, switch the status filter to Closed to find it

Two-Way Text (SMS) Issues

A text I sent shows "failed"

Hover the delivery chip for the reason

Common causes: the number can't receive SMS, an invalid number, or the recipient previously texted STOP

An opted-out number can't be texted until it texts START

The Text channel is missing or texts won't send

Two-way SMS needs Twilio A2P 10DLC complete and SMS status = active (Settings → SMS)

Portal and email conversations work independently of SMS status

An inbound text shows as "Unknown"

The sender's phone doesn't match a customer on file

Open the conversation and link it to the right customer

Two-Way Email Issues

A customer says they replied by email but I don't see it

Confirm Email Inbox Capture is on (Settings → Company Sending)

Confirm your inbound email domain is configured and verified

If it was cold inbound (they emailed your business address directly, not a reply to something you sent from the Inbox), confirm your Gmail/Outlook forwarding rule is forwarding to your inbox capture address

Replies to emails you sent from the Inbox are captured automatically. Mail you sent from your own mailbox is only captured if you BCC'd the inbox address or have forwarding set up

An inbound email shows as "Unknown"

The sender's email doesn't match a customer on file

Open the conversation and link it to the right customer

Customer Portal Issues

Customer Can't Send Messages

Verify customer portal access

Check customer login status

Ensure messaging is enabled for portal

Review customer account status

Customer Not Receiving Notifications

Customer needs to enable in their portal

Browser permission must be allowed

Some browsers have additional settings

General Troubleshooting

Refresh the browser page

Clear browser cache and cookies

Try a different browser

Check system status

Contact support if persistent

Getting Help

If issues persist:

Document the exact problem

Note any error messages

Capture screenshots

Contact support with details

Troubleshooting the Inbox

Troubleshooting the Inbox

Message Delivery Issues

Messages Not Sending

Messages Not Appearing

Notification Issues

Push Notifications Not Working

No Notification Badge

Permission Blocked

Thread Issues

Thread Not Loading

Can't Find a Thread

Two-Way Text (SMS) Issues

A text I sent shows "failed"

The Text channel is missing or texts won't send

An inbound text shows as "Unknown"

Two-Way Email Issues

A customer says they replied by email but I don't see it

An inbound email shows as "Unknown"

Customer Portal Issues

Customer Can't Send Messages

Customer Not Receiving Notifications

General Troubleshooting

Getting Help

Was this article helpful?

Related Articles

Message Delivery Issues

Messages Not Sending

Messages Not Appearing

Notification Issues

Push Notifications Not Working

No Notification Badge

Permission Blocked

Thread Issues

Thread Not Loading

Can't Find a Thread

Two-Way Text (SMS) Issues

A text I sent shows "failed"

The Text channel is missing or texts won't send

An inbound text shows as "Unknown"

Two-Way Email Issues

A customer says they replied by email but I don't see it

An inbound email shows as "Unknown"

Customer Portal Issues

Customer Can't Send Messages

Customer Not Receiving Notifications

General Troubleshooting

Getting Help

Was this article helpful?

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