Why is my support inbox not showing new messages from all channels?

If your support inbox isn’t showing new messages from all channels, the most common reasons are:

1. Channel routing is misconfigured

   • Some channels may not be connected to the inbox or are routed to a different team/queue.
   • Check each channel’s inbox assignment and workflow rules.

2. Filters are hiding them

   • Your inbox view may be filtered by status, assignee, tag, priority, date, or channel.
   • Clear filters and check the “All” or “Open” view.

3. Messages are being marked as resolved/closed

   • Automated rules or agents may be closing conversations before you see them.
   • Review automations and status rules.

4. Permissions/access issues

   • You may only have access to certain inboxes, brands, or channels.
   • Confirm your role and inbox permissions.

5. Integration or sync problems

   • A connected channel (email, chat, social, etc.) may have disconnected or be failing to sync.
   • Check integration status, logs, and authentication.

6. Spam, blocked, or archived

   • Messages from some channels may be going to spam, archived, or a separate moderation queue.

7. Delay in ingestion

   • Some channels can take time to appear due to API delays or rate limits.

8. Inbox settings only include selected channels

   • The inbox might be configured to show only specific sources.
   • Verify the inbox’s channel inclusion settings.

If you want, I can help you troubleshoot this step by step. Tell me:

• what support tool you’re using,
• which channels are missing,
• and whether the messages appear anywhere else in the system.