Troubleshoot Chat
Fix missing conversations, failed messages, attachment upload issues, and realtime problems.
Use this checklist when chat does not behave as expected.
Start by refreshing the page and confirming you are in the right workspace.
Also check whether the issue affects one conversation or all chat. That distinction separates participant/filter problems from broader realtime or network issues.
Conversation Is Missing
Check that you are a participant in the conversation. Chat only shows conversations available to the current workspace user.
If an external contact is missing from the new conversation dialog, confirm the contact is active and available for customer conversations.
Also check whether the conversation was renamed, filtered out, or hidden by the current search text.
If you belong to multiple workspaces, confirm the active workspace first. A conversation in one organization will not appear in another.
If the conversation was created from a customer context, confirm the contact is still active and connected to the expected workspace record.
Message Will Not Send
Check that:
- A conversation is selected.
- The message has text or at least one uploaded attachment.
- The message is not over the character limit.
- Your network connection is working.
If sending fails, try again after refreshing the page.
If the message includes attachments, wait for uploads to finish before sending.
Before retrying a customer-sensitive message, check whether it was actually sent after a delay. Sending the same response twice can confuse the conversation.
If a message might have sent twice, add a short clarification in the thread instead of deleting context silently.
If the send button stays disabled, remove draft attachments, refresh the conversation, and try a short text-only message. That separates message content issues from attachment or realtime issues.
Check Participants Before Retrying
Before retrying a failed customer message, confirm the conversation participant list is still correct. This is especially important after contact merges, workspace switches, or conversations with both internal users and external contacts.
Attachment Upload Fails
Remove the failed attachment and add it again. Check the file type, file size, and network connection.
If the file needs long-term storage, upload it to Files and share the file link instead of retrying large chat uploads.
For sensitive files, confirm the conversation participants before retrying the upload.
Realtime Updates Stop
Refresh the page and reopen the conversation. If the issue continues, collect the workspace, conversation, time, and expected result for support.
If only one conversation is stale, reopen that conversation. If every conversation is stale, check network state, browser console errors, and whether other realtime areas of the app are also affected.
When testing realtime behavior, use two browser windows or two users in the same conversation. Send one short message and confirm whether it appears without a refresh.
Search And Filters
If old conversations disappear, clear search text and filters before assuming they were deleted. Also check archived, renamed, or workspace-specific conversations if your team uses multiple organizations.
What To Collect
For support, collect the conversation name, participant list, message time, attachment name if relevant, browser, and whether other conversations still update normally.
Do not send private message contents unless support asks for them. A timestamp, conversation name, participant count, and failed action are usually enough to start diagnosis.
If the issue involves an attachment, include file type, file size, and whether the same file uploads successfully in Files.