Troubleshooting Messaging Issues

Quick fixes for the most common messaging problems — replies that won't send, repeated delivery failures, missing drafts, conversations waiting on a human, and replies in the wrong language.

My reply won't send

The most common reason is that the channel's messaging window has closed.

1. Check when the guest last messaged you. If it was more than a day ago, the window is almost certainly closed.
2. On WhatsApp, send a template message to restart the conversation — a guest reply reopens the window.
3. On Instagram, wait for the guest to write again, or use another contact method you have on file. See Messaging Windows and Sending Limits.

A message keeps failing to deliver

Repeated failures usually mean the guest is unreachable on that channel — a changed number, deleted account, or a block.

1. Open the flagged conversation and check what the guest was supposed to receive.
2. Try a fresh reply — if the failure was temporary, it may go through now.
3. Fall back to an email address or phone number from the quote or booking details.
4. If several conversations fail at once, contact support — that pattern points to an account or channel problem. Full checklist in Delivery Failures and Template Issues.

The guest wrote, but no draft or answer appeared

The conversation may be waiting on your team, or the key information may be inside an attachment.

1. Check the conversation's status — if it is flagged as needing attention, it is waiting for you. See Conversation Statuses.
2. If the guest sent a photo or document, review it yourself before replying — see How Channels Work in Brixa.
3. You can always reply manually without waiting for a draft. See Replying to Guests.

The conversation seems stuck waiting for a human

An escalated conversation stays with your team until someone resolves it and hands it back.

1. Open the conversation and read the banner explaining why it needs your attention.
2. Resolve the case — reply to the guest, decide on the change, or fix the underlying issue.
3. Resume automation so the conversation is picked back up. See Handling Cases That Need You and When Brixa Escalates.

Replies are going out in the wrong language

Replies follow the language of the guest's messages, so very short or mixed-language messages can lead to a mismatch.

1. Check the guest's original messages (not the translation shown to you) to see what language they actually wrote in.
2. Edit the draft before sending, or write your own reply in the right language — manual text goes out as you wrote it.
3. If the mismatch persists, tell support the conversation reference. See Replying to Guests.