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I can’t reply to a conversation

The reply box is replaced by a message explaining why. Common reasons:

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I can’t see a conversation

  • Check your filters. Filters are remembered between visits. Clear the sender, client, intent and channel filters, and the Unread, Mine and Archived chips.
  • Check Archived. Archived conversations only show with the Archived chip on.
  • Check your client scope. Members and Client viewers only see the clients they’re assigned to.
  • Is the sender connected? New messages only arrive while the sender is connected.

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Replies aren’t getting an intent or AI summary

If AI isn’t set up for the workspace, new messages are marked Unclear and no summary is added. ✅ Solution: Contact support to have AI enabled for your workspace. You can always set the intent by hand by clicking the intent badge in the conversation header.

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I can’t edit or delete a message I sent

How long you have depends on the channel:

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An Instagram or WhatsApp message shows as a request, or hasn’t been seen

An Instagram conversation marked Request hasn’t been accepted by the person yet, so they may not have seen your message. Nothing is wrong. It moves on once they accept it. On WhatsApp, one tick means sent and two ticks mean delivered. Blue ticks appear when the person reads it. If nothing arrives, check that the sender is Connected and not waiting for a re-login. See Sender Statuses and Errors.

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I can’t start a new WhatsApp chat from a sequence

A sequence can only start a WhatsApp chat with a lead who has a recorded consent, and only after the number’s 24-hour quiet period. Replies from the Inbox are always allowed. Open the sender and click Why isn’t this sending? to see which one applies. See How to Connect a WhatsApp Number.

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My email reply has no subject, or went into a new thread

The Subject box is prefilled with “Re: …” from the conversation. If you clear it, the email goes out without one. Keep it as it is so the reply stays in the same thread for the recipient.

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An email I sent by hand shows no opens or clicks

Replies written in the Inbox aren’t tracked by default. Turn it on per mailbox under Track opens and clicks on manual replies. See Tracking on manual replies.

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The message is too long

Instagram messages stop at 1,000 characters and WhatsApp messages at 4,096. Shorten the text or split it into two messages.

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”Convert” says to create a lead first

The conversation isn’t linked to a lead yet. Click Create lead from this conversation in the Lead panel, then try again.

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An attachment won’t send

Each message can have up to 5 attachments, each up to 20 MB.

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Replies from new people aren’t creating leads

Check that Create leads from inbound messages is on under Settings → Workspace → Behaviour (only the Owner can change it).