WhatsApp AI · Troubleshooting
Customer messages are not reaching SamChe
Use Conversations visibility and channel configuration to separate a Dashboard issue from a provider-side delivery issue.
Tenant access and the affected feature must be known.
The message is visible in the expected channel or the evidence clearly identifies provider review.
Symptoms
Use Conversations visibility and channel configuration to separate a Dashboard issue from a provider-side delivery issue.
- The channel is not active.
- The provider did not deliver the event.
- The wrong channel is selected.
Verified checks
- Confirm the affected workspace and feature.
- Record the visible state before changing a setting.
Expected result
The message is visible in the expected channel or the evidence clearly identifies provider review.
- The message is visible in the expected channel or the evidence clearly identifies provider review.
Support evidence
Provider connection, credentials, ownership, and provisioning issues require SamChe or provider review. The public chatbot cannot inspect a tenant.
- Sender
- timestamp and timezone
- channel ID
- provider error
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