Channel troubleshooting

Inbound message is missing

Confirm the customer sent the message to the exact connected account or Page.
Verify the channel shows Connected in Settings → Channels.
Check for a connection warning and confirm Qonvera still has access to the account.
Confirm the message is visible in the provider’s native app.
Clear Inbox filters and refresh. If the message is still missing, share the channel name and time with Qonvera support, without including private message content.

Instagram needs reconnection or replies fail

Check the Instagram card in Settings → Channels. If it shows Reconnect required, or support confirms that authorization has expired or been revoked, an Owner or Admin should open Settings → Channels → Instagram Direct, select Connect Instagram, and authorize the same Instagram account again in the same workspace. You do not need to delete the chat or disconnect the existing channel first.

After authorization finishes, send one fresh customer-initiated message and check that the reply arrives in Instagram. Reconnecting does not automatically resend older failed Receptionist messages. Review those attempts in Settings → Agents → Receptionist → Interrupted attempts and check the Instagram conversation before following up manually.

If the card shows Connection check delayed, Qonvera will retry verification automatically. Receptionist replies wait for successful verification. If the warning persists, contact support with the workspace, channel, visible warning and approximate time. Never share access tokens or private message text.

A Connected status reflects the latest check. Access can be revoked afterward, and reply-window restrictions or other provider errors can still prevent delivery. Check the reason beside the failed reply before taking action.

Instagram or Messenger messages stop after contact deletion

If the channel is still connected but a returning customer’s messages do not appear after their contact was deleted, contact Qonvera support before deleting more records or reconnecting the channel. Share the workspace name, channel, approximate message time and time zone, and whether a contact was recently deleted. Do not include private message text or access tokens.

After support confirms the issue is resolved, send one fresh message from the customer account and check the Inbox with filters cleared. Previously missing messages are not automatically restored by this check.

Profile image is broken

Messaging platforms may stop making an older profile image available. Refresh the Inbox and check that the channel is connected. A missing photo does not mean the message or contact was deleted. If the problem continues, contact support with the channel and conversation reference.

Reply is unavailable

Check the provider reply window, channel status, template approval, and per-channel outbound setting. A saved reply does not override provider policy.

Messenger setup

Connect the Facebook Page your customers message, using an account authorized to manage it. Complete the permissions requested during connection and check that the Page appears in Settings → Channels. If messages do not arrive, reconnect from Qonvera and send a new test message from a customer account.

WhatsApp authorization window

Start from Settings → Channels → Connect WhatsApp and keep that Qonvera tab open in the same workspace until setup finishes. Allow the Meta popup when your browser asks, complete the connection steps, and return to Qonvera.

If the original tab was closed or refreshed, you changed workspace, or setup took more than 15 minutes, close the old popup and start a new connection attempt. If you cancelled in Meta, select Connect WhatsApp again and complete the connection.

After returning, check that the expected number appears in Channels. If it does not, check that your Meta account can manage that number before reconnecting. Send a customer-initiated test message and check the Inbox to confirm messaging works.

For support, share the visible status and the time of the attempt. Do not share the connection popup’s address, sign-in codes, or access tokens.

Unknown Messenger customer or missing photo

Qonvera displays the customer’s name and photo when Meta makes them available. A retrieved name can fill an empty contact name but does not replace one a teammate entered.

If the name or photo remains unavailable, check the connected Page and its messaging permissions in Settings → Channels. Meta may not provide profile information for every person. Messages can still arrive. Add a confirmed name to the contact when known; do not merge people based only on a similar name. Contact support if an expected profile remains missing.

Messenger emoji or sticker appears blank

Text emoji are preserved as sent. Messenger stickers are images rather than plain text. Qonvera displays supported stickers, images, video, audio, and file attachments; multiple attachments appear separately.

Reopen the conversation to check whether the attachment can be shown. Older media may no longer be available, and files over 25 MB or unsupported formats cannot be previewed. If the message says an attachment or sticker is unavailable, check the original Messenger conversation. Receiving these attachments does not mean you can upload files to Messenger from Qonvera.

Telegram setup

Make sure the customer selected Start or sent a private message to the exact connected bot; bots cannot initiate a new customer conversation.
Confirm the bot username in Settings → Channels matches the bot opened in Telegram.
If connection fails, verify the token with BotFather, try reconnecting, and contact support if the problem continues. Never share the token in a support message.
If messages stop arriving after changing the token, reconnect the bot using the new token.
Group messages and Telegram channel posts are intentionally ignored.
Telegram does not provide the WhatsApp template flow, Meta reply-window countdown, read receipts, or Qonvera calling.

Deleting a conversation

Deleting a chat also removes its messages, chat-linked notes and follow-ups, and pending AI work and drafts. Linked opportunities are kept but no longer linked to the deleted chat. A limited deletion record remains for audit and to prevent old messages from reappearing. Recorded AI usage is not reset.

If an AI reply or message send is still being processed, deletion may pause with a retry message. Wait for processing to finish, then try again. If the warning persists, check Outbound and contact support.

If deletion fails, the chat and its related records remain unchanged. Share the time of the attempt, visible error, and conversation reference with support.

Telegram chat does not return after a new message

A new Telegram message sent after deletion should open a new conversation for the existing contact. Deleted messages are not restored.

Wait a few seconds after deletion, send a fresh private message to the same bot, and check Inbox → All → Telegram. Confirm the bot is still connected and clear any search or tag filters. Older messages do not reopen the chat. If the new message still does not appear, contact support with the bot name and time; do not delete the contact to try to restore the chat.