A message may be in another inbox or hidden by filters, or the channel connection may be failing. A small test separates these cases.
Before you start
Note the test message time, channel, and expected sender, and make sure you can view the inbox.
Steps
- 1
Search all states
Check the correct inbox, filters, archived conversations, and conversations assigned elsewhere.
- 2
Test with a known sender
Send one new message from a test account and record its time and direction.
- 3
Inspect the channel
Review connection status, authorization, and any visible channel errors.
- 4
Escalate with context
If it persists, share channel, time, time zone, and error type with support while masking sensitive customer data.
Check the result
You can distinguish a visibility/filter issue from a connection/delivery issue and reproduce the test.