Messaging troubleshooting
Diagnose unified inbox send/receive problems before diving into email, SMS, or WhatsApp specifics.
Problem
Messages do not send, do not appear in the inbox, or stay stuck in queued/failed states across channels.
Cause
- No provider connected for that channel
- Notification delivery pointed at an unready channel
- Insufficient messaging permissions for the user
- Provider outage or rejected destination
- OTA/Channex 403 (Messages app missing or channels.manage required) — distinct from agency send permission
- Unsupported OTA messaging capability (for example Vrbo)
Solution
- Confirm Settings → Messaging & Delivery shows a connected channel
- Send a manual test from Messages and read the delivery status (failed bubbles show provider error text when available)
- Verify the user can send under messaging permissions
- For OTA threads: confirm Booking Channels access, channel manage for replies, and that the channel supports messaging
- Follow the email, SMS, or WhatsApp article for channel-specific fixes
When to contact support
Contact support when credentials validate in Settings but every outbound message fails with a Zyelra-side error across providers.
Next step
Jump to another problem area if this guide did not resolve the issue.
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