Why a connected channel isn't receiving

Connected and quiet are different problems from connected and broken, and they look identical from the connections page. Work down this list.

Open the task

On the web: open Inboxes → Connections.

Send yourself one first

Before anything else, message the number or page from a phone that isn't yours and watch the Inbox. It should arrive in seconds.

This matters because most "nothing is arriving" turns out to be nothing being sent — a number nobody has yet, a page nobody messages. A test tells you which problem you have, and takes a minute.

Check the connection is still active

Open Inboxes → Connections. A connection can be present and switched off, which looks connected at a glance.

A deactivated number or account doesn't receive, and it doesn't auto-reply either. If you turned one off during setup and forgot, that's the whole answer.

Check it's pointed at an inbox

A connected receiving source without an Inbox can have messages in Unassigned. Check there before concluding that nothing arrived. Assign the source to the Inbox where your team should work; Qyra and Bots don't automatically answer an unassigned source.

If you have several inboxes, check it's attached to the one you're watching. Messages arriving in an inbox nobody has open look exactly like messages that never arrived.

Re-authorise if the account changed

Connections break when something changes on the other side — a password reset, someone removed from the business account, an expired permission, a page changed owner.

Review the connection's current status. Use its Reconnect action where offered, then check again. Don't disconnect a working source simply because a message is missing; first check the selected account, Inbox and Unassigned messages.

Only messages after connection arrive

Nothing is backfilled. Conversations that happened before you connected stay wherever they happened; they don't appear once you're set up. The first message you'll see is the first one sent after the connection was made.

WhatsApp: check where else it is connected

Check which setup you chose. Only in Qcom and Keep WhatsApp Business app have different requirements. The second option supports keeping the Business app where eligible, so the number still appearing on the phone isn't by itself a fault. Follow the requirements shown for your selected option; don't delete the phone account as a general repair. See Connect WhatsApp.

Still nothing after all that

Tell us. Include the number or page, roughly when you sent your test, and what you saw. We can see whether the message reached Qcom at all, which splits the problem cleanly: if it never arrived, it's the connection; if it arrived and stopped, it's ours.

Related

• Connect a channel to your inbox
• Manage inbox sources
• About the Inbox
• Why a reply didn't send