Troubleshoot chat
Fix missing conversations, messages that didn't send, failed uploads and live updates that stopped.
Most chat problems come from a filter, a participant list or your connection. If only one conversation is affected, check filters and participants first. If all of chat is affected, check your connection.
Chat didn't load
If you see Chat didn't load, select Try again. If a conversation's messages don't load, you see "Messages didn't load. Your conversation is safe. Try again." Select Retry messages. If it keeps happening, refresh the page and check your internet connection.
A conversation is missing
- Clear the search box and set the filter back to All.
- Check you are in the right workspace, if you belong to more than one.
- You only see conversations you are part of. Ask someone in it to add you, or start a new one.
- For client conversations, your role needs CRM access.
A message didn't send
The message stays in the thread with the reason and a Retry button, and your text is kept.
- You're offline: wait until you are back online, then select Retry.
- Your session ended: sign in again, then select Retry.
- The message is too long: shorten it below the limit (8,000 characters unless your admin set another).
Retrying never posts a message twice.
A file didn't upload
If a file chip turns red with Didn't upload, nothing was sent and your message is still in the box. Remove the file and attach it again, or check its size and your connection. If the paperclip is missing, attachments are turned off in Settings › Chat; ask an admin.
New messages don't appear
- Reconnecting… in the header: wait a moment. Chat catches up once your connection is back.
- Live updates paused in this tab: refresh the page.
- Only one conversation looks stale: open another conversation and come back.
Unread counts look wrong
Counts follow what you have read. Open the conversation and scroll to the latest message to clear it.
If it keeps happening
Tell support the conversation name, roughly when it happened, what you expected and what you saw. You don't need to share the message text.