Start by identifying where the message stopped: customer to LiveCha, LiveCha to customer, or a mobile Business App reply that did not appear in LiveCha.
Confirm the current workspace, connected account or number, support group, and conversation filters. Look in archives for closed conversations. A successful test in an external provider's dashboard does not establish a connection inside LiveCha.
Use Check connection and review the latest inbound, sent and error activity. Test with a separate customer phone. Capture the exact delivery error if one appears. A generic instruction to check the webhook is not a diagnosis; the underlying authorization or delivery error is needed.
For coexistence, test customer messages, workbench replies and mobile App replies separately. A history sync request does not confirm that current messages are being delivered.
Confirm the installation code belongs to this workspace and the public website has been updated. Review trusted domains, widget availability and browser blocking. See Install the website widget.
Use the LiveCha contact page. Include the workspace identifier, channel, approximate time and time zone, exact error, and steps to reproduce. Attach a redacted screenshot if useful. Do not send passwords, access tokens, private keys or unnecessary customer conversation details.