When a conversation doesn't appear in the Papo inbox (https://papo.global/), the reason is usually related to active filters, archiving or resolution status, agent permissions, or a channel connection failure. Most of these issues have a simple solution and don't require advanced technical support.
| Probable cause | What to check | How to fix |
|---|---|---|
| Active filter in the view | The conversation list may be showing only “Unassigned”, “Pending”, or another selection that hides the desired conversation. | At the top of the inbox, clear the filter or select the “All” view to see all conversations regardless of status. |
| Archived or resolved conversation | The conversation may have been moved to the “Resolved” tab or have a “Snoozed”/“Pending” status. | Navigate to the corresponding tabs (Resolved, Pending) or use search to locate the conversation. If it's resolved, reopen it manually. |
| Agent permission | The agent may not be associated with the inbox or their role may not include access to that channel. | In Settings → Inboxes, check if the agent is listed among the collaborators of the inbox in question. If not, add them. |
| Disconnected channel | If the channel connection (WhatsApp, Instagram, etc.) is interrupted, new messages won't come in and existing conversations may temporarily disappear. | Go to Settings → Inboxes and see if the channel shows an error status. Reconnect or recreate the inbox if necessary. |
| Conversation assigned to another agent | In some views, you may only see conversations assigned to you, not all in the inbox. | Confirm that you have access to the full queue or ask to view the conversation through the general search. |
How to identify where the conversation went
The starting point is the inbox summary, displayed at the top of the Papo conversation panel. It shows the totals for Open, Pending, Unassigned, and Resolved. If a conversation disappeared from your screen, compare these numbers with what you expect to see. A high total of “Resolved”, for example, indicates that the conversation may have been closed and is in the resolved tab.
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Clear any active filter. Sometimes the environment is set to show only one status, making it seem like conversations have disappeared. Click on the “All” view or the default filter that shows the entire inbox volume.
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Look at the complementary tabs. In addition to the main list, Papo organizes conversations into tabs such as “Resolved”, “Pending”, and “Unassigned”. If the conversation was marked as resolved (right-click → “Mark as resolved”) or snoozed, it will be in these sections, not in the active queue.
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Use search and tag filters. If you remember the contact name, channel, or a keyword, use the inbox search. You can also filter by tags applied to the conversation, if your team has previously applied them.
What to do when agent permission blocks the view
Each inbox in Papo has a list of agents who can access it. If an agent doesn't see a conversation that appears for other colleagues, it's likely that they haven't been added to that inbox or that the conversation was assigned to a team they are not part of.
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Check inbox association. Go to Settings → Inboxes, locate the inbox in question, and check the list of collaborators. If the agent doesn't appear, add them and save. From that moment on, they will have access to all conversations in the inbox.
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Check the agent's team. If the inbox is linked to a team (for example, “Technical Support”) and the agent doesn't belong to that team, conversations automatically distributed by round-robin won't reach them. Add the agent to the correct team in the account settings.
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Role permissions. Some user roles may restrict viewing of certain channels. In this case, an account administrator must adjust the permissions.
Confirm that the channel remains active
Conversations originating from channels such as WhatsApp, Instagram, or website depend on an active connection between the platform and Papo. If this connection drops, messages stop coming in and existing conversations may no longer be accessible until the channel is reestablished.
- Go to Settings → Inboxes and see if the channel displays any error notification (for example, invalid token, disconnected, expired session).
- For channels like Telegram, the bot token may have been revoked; simply recreate it with @BotFather and update the inbox in Papo.
- If the channel was accidentally removed, create a new inbox of the same type and associate it with the agents. Previous conversations remain in the contact history, but the channel must be active for new messages to appear.
Frequently asked questions
The conversation was marked as “resolved”, but I still need to follow up. How do I reopen it?
Go to the “Resolved” tab, locate the conversation, and open it. Inside the conversation, use the option to reopen or change the status. The conversation will return to the main list and will be visible to all agents in the inbox.
A specific agent doesn't see the conversations that others see. What should I do?
Confirm in Settings → Inboxes that the agent is added as a collaborator of the inbox. If the inbox is linked to a team, check if the agent belongs to the team. Finally, check if the conversation is not assigned to another agent and hidden in a restricted view.
How do I know if my channel connection dropped?
In the Papo panel, go to Settings → Inboxes and look for the desired channel. Channels with problems usually show an error status or a disconnection alert. While the connection is interrupted, new messages won't arrive and old conversations may not load.
Is there a limit to visible conversations in the inbox?
No. All active conversations in the inbox are displayed, regardless of volume. If you don't see a conversation, it's due to filters, status, or permission, not a display limit.
Can I use search to find a conversation that disappeared?
Yes. Use the inbox search bar with the contact name, part of the text, or an applied tag. The search scans all conversations, including resolved and pending ones.
The conversation disappeared after I changed the team configuration. Is that normal?
Yes. If you changed team associations or removed agents from the inbox, conversations that were assigned to those agents may not appear for those left out. Redo the manual distribution or add the agents back to the inbox to restore the view.
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