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.

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 Twilio number is shown in Settings. The customer must text that exact number.

1. Check that your Twilio webhook is configured correctly. The webhook URL should point to your CE Pro instance. If it is misconfigured, Twilio receives the message but cannot forward it.

1. Look for the message in the Twilio console. Go to twilio.com, navigate to Messaging --> Logs, and search for the message. If it appears there but not in CE Pro, the issue is the webhook configuration.

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 they replied to the correct address. Customer replies only appear if they reply to the cleanestimate.pro email address.

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 email slug determines your inbound email address.

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.