Messages Not Showing Up

If you expect to see a message in your inbox but it is not there, work through the following checks in order.

Some client, lead, and job screens can also open the inbox in a side drawer. If that embedded panel does not load correctly, click Open full inbox from the drawer header and continue troubleshooting there.

Check You Are Looking at the Right Conversation

The inbox groups conversations by phone number. If a customer has multiple phone numbers, their messages may appear in separate threads.

Search by the customer's name to find all related conversations.

Check Your Filters

If you have any text in the search bar, clear it. An active search hides conversations that do not match.

Make sure you are not filtering by a specific channel or date range. Reset all filters and scroll through the full conversation list.

Missing Inbound SMS

If a customer says they sent you a text but it does not appear in CE Pro:

1. Verify the customer texted the correct number. Your active telecom number is shown in Settings > Phone / Voice. The customer must text that exact number.

1. Check that your provider webhook is configured correctly. Esendex and Twilio each have their own inbound SMS webhook URL. If the provider is misconfigured, it receives the message but cannot forward it to CE Pro.

1. Look for the message in the provider console. If it appears there but not in CE Pro, the issue is usually the inbound webhook URL or postback token.

1. Wait and check again. The inbox polls every 15 seconds. If the message just arrived, give it a moment to appear.

Missing Outbound Messages

If you sent a message but it does not appear in the conversation:

1. Check if the send action showed a success toast or an error. If you saw an error, the message was not sent.

1. Verify the customer's phone number or email is correctly formatted. Phone numbers should be 10 digits with no dashes, spaces, or country code prefix.

1. Check your SMS usage. If you have exceeded your monthly allocation, messages may be blocked. Go to Settings --> Billing to check your usage.

Missing Email Replies

If a customer replied to an email but their reply does not appear in CE Pro:

1. Check that inbound email routing is configured. Go to Settings and confirm CE Pro shows a live reply-to address, not just a saved slug with a setup-required notice.

1. Check for forwarded conversations. If you forwarded the conversation to your personal email, replies to that personal email do not show in CE Pro.

1. Verify your email slug. Go to Settings and confirm your email slug is configured. The slug determines the mailbox local-part CE Pro uses once inbound routing is live.

Follow-Up Sequence Messages

Automated messages from follow-up sequences are logged in the conversation timeline. If you do not see them:

1. Check if the customer opted out. If a customer texted STOP, all future automated messages are suppressed. The customer record shows an opt-out flag.

1. Check if the customer replied. When a customer replies to a follow-up message, the sequence is paused automatically. This prevents double-messaging. You need to manually resume the sequence or respond to the customer directly.

1. Check the sequence status. Go to Settings --> Automations and verify the sequence is active and the customer is enrolled.

Still Not Resolved

If none of these steps fix the issue, contact support with:

• The customer's phone number or email address.
• The approximate time the message was expected.
• Whether the message is inbound or outbound.
• Any error messages you saw.