Smart Inbox & Message Troubleshooting
Diagnose missing conversations, wrong tabs, reply failures, duplicate contacts, media, assignment, and handover.
Overview
Conversation is missing: Check channel connection, provider event delivery, webhook or subscription, workspace, tab, and filter.
Conversation appears in the wrong tab: Check source mapping and event type.
Agent cannot reply: Check role, assignment, channel window, template requirement, and provider error.
Duplicate contact: Normalize phone and email and use the approved merge process.
Media is unavailable: Check provider media event, file format, storage, and permission.
Wrong assignment: Check team routing, automation, and current owner.
Automation continues after handover: Add a pause or stop action and review overlapping flows.
Who should use it
All Wemblo users and authorized support contacts.
Where to find it in Wemblo
Wemblo -> Help or the affected module
Before you begin
- Record the workspace, user, module and time in PKT.
- Reproduce the issue with fictional data where possible.
- Collect a redacted error message or screenshot.
- Never include passwords, API keys, tokens or private customer data.
Main concepts and fields
| Concept / Field | Meaning or Use |
|---|---|
| Issue Scope | One user, workspace, channel or service-wide. |
| Reproduction | Steps that consistently cause the problem. |
| Error Code | Provider or Wemblo reference. |
| Redaction | Removal of secrets and private data. |
| Support Evidence | Safe screenshot, timestamp and expected result. |
Step-by-step instructions
- Record the workspace, user, module, time in PKT and exact error.
- Confirm the correct role, workspace and active connection.
- Review status, usage and recent configuration changes.
- Reproduce with fictional data.
- Review logs or provider response.
- Correct one issue at a time and retest.
- Escalate with redacted evidence if unresolved.
Test and verification
- Complete one successful path with fictional data.
- Complete one invalid, failure or permission path.
- Confirm the result appears in the correct workspace and module.
- Confirm the correct person or team can review and continue the work.
Common issues and solutions
| Issue | What to Check |
|---|---|
| Issue cannot be reproduced | Confirm workspace, user, time, environment and exact steps. |
| No useful error is available | Review logs, provider dashboard and status. |
| Support cannot investigate | Provide redacted evidence, expected result and affected record. |
| Sensitive data was attached | Remove it, rotate exposed credentials and resubmit safely. |
Security, privacy, consent, cost and provider notes
- Use only data the business is authorized to process.
- External provider charges, policies, approvals, limits and availability remain separate.
- Do not expose passwords, API keys, tokens, webhook secrets, payment credentials or private customer data.
- Use human review for sensitive, regulated, urgent, financial or final decisions.
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