Troubleshooting Messaging Channels
Fix disabled channels and events, Messaging Inbox access, event editing, and route selection issues in CommPeak Dialer messaging.
Find the issue you see in the tables below, then open its article for details. Most messaging channel issues come from data that does not match between CommPeak and the messaging provider, or from agent account settings, so start with the quick checks.
Check these first
Run these checks before you open an article.
- If a channel or event is disabled, check its tooltip. The tooltip shows the reason it was disabled.
- Make sure each agent who needs the Messaging Inbox has at least one active messaging channel in their account.
- Make changes to WhatsApp Business event content in Meta WhatsApp Manager. The Dialer cannot edit it.
Channels and events
Use these articles when a channel or event stops working or cannot be edited.
| Issue | What you see | Common cause |
|---|---|---|
| My Channel Was Disabled Automatically | A messaging channel switches to disabled on its own | Channel data or webhook settings do not match between CommPeak and the messaging provider |
| My Event Was Disabled Automatically | An event switches to disabled on its own | Event data does not match between CommPeak and the messaging provider, or placeholders are missing |
| Agents Cannot Modify the Event Message While Calling a Lead | Agents can select an event during a call but cannot edit its message | WhatsApp Business event content is set and approved only in Meta WhatsApp Manager |
Messaging Inbox and routes
Use these articles when agents cannot reach the Messaging Inbox or you are choosing a route. For the available routes, see Messaging route types.
| Issue | What you see | Likely cause |
|---|---|---|
| My Agents Cannot See the Option to Open the Messaging Inbox | The option to open the Messaging Inbox is missing for an agent | The agent's account has no active messaging channel |
| I Cannot Choose the Right Messaging Route | You are not sure which route type fits your messages | The route type must match the message purpose, the audience, and local regulations |
When a channel or event is disabled
While a channel or event is disabled, your messages are handled as follows:
- Outgoing messages are queued and sent when the channel or event is active again.
- Incoming messages are received and processed as usual.
For details, see Messages When a Channel or Event Is Disabled.
Still need help?
If none of the articles solve the issue, contact CommPeak Support and include the reason shown in the channel or event tooltip.
Updated 6 days ago