Messages from my phone aren't showing in the web chat Troubleshooting

Your Praxivara assistant keeps one running conversation across the web app and any phone channels you've connected, so you can start a request on your computer and continue it from your phone. If a message you sent from your phone isn't appearing in the web chat, the steps below will usually resolve it.

Confirm the channel is connected

Phone messages only sync when the channel they came from is connected to your account. Open your Settings and review your connected channels (SMS, iMessage, WhatsApp, Telegram, and voice).

1. Open Settings and go to your channels or integrations area.
2. Check that the channel you texted from shows as connected and active.
3. If it shows as disconnected or pending, reconnect it and complete any confirmation step the channel requires.

Tip: Messages sent from a phone number that isn't linked to your Praxivara account won't sync. Make sure you're messaging from the same number or handle you connected.

Refresh the web chat

An open web chat updates on its own as new messages arrive from any channel, but a stale browser tab can occasionally fall behind.

1. Reload the browser tab to pull in the latest messages.
2. Confirm you're viewing the same conversation your phone message belongs to. If you keep multiple conversations, open the conversation list and select the one you were using when the phone message was sent.
3. Check that you're signed in to the correct account in the web app.

Make sure you're looking at the right conversation

Phone messages attach to the conversation that was active for that channel. If you recently started a new conversation on the web, your phone messages may still be flowing into the previous one.

• Open your conversation history and look for the thread that contains your recent phone exchanges.
• If you want phone and web to share a single thread going forward, continue that same conversation on the web rather than starting a fresh one.

Give delivery a moment

Messages sent over phone networks can take a short time to arrive, especially if your phone or the messaging app briefly lost connectivity. Wait a moment and reload, then confirm the message actually left your phone (it isn't stuck as unsent or failed in your messaging app).

Still not syncing?

If messages continue to arrive on only one side after the steps above, work through this checklist:

If everything checks out and messages still aren't appearing together, reach out to support with the channel you're using, the approximate time you sent the message, and what appears on each side. That detail helps us trace the specific conversation quickly.