Channel troubleshooting

Inbound message is missing

1. Confirm the customer sent the message to the exact connected account or Page.
2. Verify the channel shows Connected in Settings → Channels.
3. Check provider webhook subscriptions and required permissions.
4. Confirm the message is visible in the provider’s native app.
5. Review Cloud Run logs by request ID, without exposing tokens or message text.

Profile image is broken

Provider CDN URLs expire and can return 403. Qonvera should load profile images through its authenticated backend proxy and refresh provider context when needed. A stale browser-cached provider URL indicates an older frontend or record projection.

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

OAuth redirect URLs belong in Facebook Login settings. Messenger webhook callback URLs belong in the Messenger webhook configuration, not in the OAuth redirect list. Required Page permissions must be approved for customers outside the app’s test roles.

Deleting a conversation

Conversation deletion must remove or detach dependent provider-event projections in the correct order. If a foreign-key error appears, keep the conversation and contact support with the conversation ID; do not manually delete database rows.