Troubleshooting: Messages Not Syncing

When messages aren't appearing, the first thing to check is whether the platform connection is active.

Go to Settings → Platforms and look at the status for each connected platform:

• Connected (green): Connection is active and working
• Disconnected (red): Connection failed or was disconnected
• Connecting (yellow): Connection is in progress

If disconnected: Click the platform and look for error messages. Common errors include:

• Invalid token: The API token or credentials are no longer valid
• Webhook failed: The platform can't send messages to Converge
• Permissions revoked: Access was revoked from the platform's side

Reconnect the platform: For disconnected platforms, click "Connect" or "Reconnect" to re-establish the connection. You may need to reauthorize or enter new credentials.

Most messaging platforms use webhooks to push messages to Converge in real-time. If the webhook fails, messages won't sync.

What a webhook does: When a customer sends you a message, the platform sends a webhook notification to Converge's servers. Converge then fetches the message and displays it in your inbox.

Common webhook issues:

• Webhook URL changed: If you moved Converge to a new domain, the old webhook URL is invalid
• SSL certificate issues: Webhooks require HTTPS with valid SSL
• Firewall blocking: Your server's firewall might be blocking webhook requests
• Platform rate limits: Too many webhook requests can be throttled

Test the webhook: On the platform settings page, there's usually a "Test Webhook" or "Send Test Message" button. Use this to verify webhooks are reaching Converge.

Reconfigure webhooks: If the webhook is broken, disconnect and reconnect the platform. This registers a new webhook URL with the platform.

Sometimes the problem isn't on Converge's side — the messaging platform itself may be experiencing issues.

Check platform status pages:

• Telegram: Check if Telegram is experiencing API issues
• WhatsApp: Check Meta Business Suite status or Facebook Platform status
• Discord: Check Discord status page for API outages

Common platform issues:

• API downtime: Platform APIs occasionally go down for maintenance
• Webhook delays: Platforms sometimes have webhook delivery delays of minutes to hours
• Policy changes: Platforms may change API policies, breaking integrations

How to tell if it's a platform issue: If you have multiple platforms connected and only one is having issues, it's likely a platform-specific problem. If all platforms are affected, it might be a Converge issue.

Wait it out: For platform outages, there's usually nothing to do but wait. Monitor the platform's status page for updates.

Even with a valid connection, messages may not sync if the bot or app doesn't have proper permissions.

Check bot status on the platform:

• Telegram: Make sure the bot isn't disabled in BotFather
• WhatsApp: Verify the phone number is connected and the webhook is subscribed
• Discord: Confirm the bot is online and the Message Content Intent is enabled in the Developer Portal
• Instagram: Check that the DMs are enabled and the account is in good standing

Common permission issues:

• Bot was blocked: If you accidentally blocked your own bot, it can't send messages
• DM permissions: In Discord, the bot only handles direct messages — make sure users are DM-ing the bot directly, not messaging in a channel
• Page restrictions: For Messenger/Instagram, make sure your Page has messaging enabled

Test with a direct message: Send a message directly to your bot or account from a personal account. This isolates the issue and confirms whether messages are reaching the bot at all.

Check for rate limits: Some platforms limit how many messages bots can receive per day. If you exceeded the limit, messages won't sync until it resets (usually daily).