Inbox troubleshooting
What to do when you can't reply, a reply wasn't delivered, or the AI doesn't answer.
Updated
| What you see | Why | What to do |
|---|---|---|
| No reply box in the chat | You haven't taken the chat over | Press Take over |
| No paperclip or Voice note button | The chat is on website chat, which takes text replies only | Reply with text |
| "Instagram doesn't show PDFs sent from Syniria, so they can't be sent here." | Instagram shows no PDF sent from here | Send a photo of it, or send the PDF on WhatsApp or Messenger |
| "WhatsApp photos must be JPEG or PNG." (or Messenger) | The photo is in another format, such as HEIC or WebP | Save it as a JPEG or PNG, then attach it again |
| "WhatsApp's 24-hour reply window has closed" (or Messenger's, or Instagram's) when you press Send reply, the paperclip or Voice note | The customer's last message was more than 24 hours ago | On WhatsApp, press Send a template. On Messenger and Instagram, wait for the customer to write again |
| "This number has none yet." | Your WhatsApp number has no approved template the Inbox can send | An owner or manager makes one in Campaigns › Templates; Meta usually reviews it within a day |
| A marketing template can't be chosen | The customer asked to stop promotions, or has a US number | Choose a utility template |
| "Allow microphone access to record a voice note." | Your browser has blocked the microphone for Syniria | Allow it in your browser's site settings, then press Voice note again |
| "Your browser can't record voice notes." | Your browser can't make a voice note the messaging apps take | Use the latest Chrome, Edge, Firefox or Safari |
| "Your browser can't record voice notes for Instagram." | Firefox can't make the kind of voice note Instagram plays | Use the latest Chrome, Edge or Safari |
| "Not delivered: More than 24 hours had passed since the customer's last message." | The window closed while the reply was on its way | Press Send a template beside it |
| "Not delivered: WhatsApp holds back marketing messages from people who already get many." | Meta limits how many marketing messages each person gets | Wait a day before trying again, or send a utility template |
| "Not delivered" under a reply | The channel accepted it, then couldn't deliver it; the reason follows | Act on the reason, such as adding a payment method in Meta |
| "Delivery uncertain · do not resend" | The channel didn't confirm the reply | Reload the conversation's status before sending anything again |
| "Handling changed. Reload the conversation." | Someone else took over or returned the chat meanwhile | Reload the conversation |
| The row says AI is off | Your agent isn't set up, or there are no credits (on Connect, until you buy some) | Owner: press Set up your AI agent or Go to Billing at the top of the Inbox |
| Take over, Send reply or Voice note says "Your free trial has ended" or "Your plan has ended" | Replying needs a plan or a live free trial | Owner: press Choose a plan. Teammates: ask the owner |
| Your agent doesn't answer one chat | It's paused there: someone took over, or a reply came from the WhatsApp Business app | Press Return to AI; your agent answers the customer's next message |
| Your agent answers no chats | The AI is limited to selected chats (test mode) | The owner switches on AI replies to all chats at the top of the Inbox |
| "This media is no longer available." | Files in a chat are kept for 90 days | Nothing can bring it back; a customer's voice-note transcript stays |
| A chat says Disconnected | Its channel is no longer connected | Reconnect the channel in Channels to reply there |