The short answer
Why a message Nexor sent is not in the app
Check these in order. The first two cause most cases.
If the app is up to date, you checked on the phone, and Nexor messages still do not show, contact support with the details listed at the end of this page.
What does not sync
These are not supported for a Coexistence number and do not show on the other side:How to test the sync
- Use your own phone as a test lead, and write to the business number from it so the 24-hour window is open.
- In Nexor, send that test lead one free-form message from Inbox. A manual message from Inbox can take ownership of the conversation away from the agent, so do not test on a real lead.
- On the phone, open the same chat in the WhatsApp Business app and wait up to one minute.
- From the phone, reply in the same chat.
- In Nexor, open the lead’s conversation and check that the reply shows.
What to send support
Include all of this so the case can go to WhatsApp without a second round of questions:- The WhatsApp number, with country code.
- The lead’s number and the date and time of one missing message, with your timezone.
- Whether Nexor shows that message as Sent, Delivered or Read.
- The WhatsApp Business app version on the phone, and the phone model.
- Where you looked: the phone, WhatsApp Web, WhatsApp for Windows, or another device.
- A screen recording of the chat on the phone.