troubleshooting · how to

Inbox events are missing

Diagnose and recover when inbox events are missing needs attention.

The Engage inbox collects comments, direct messages, and mentions from connected social accounts into one list in Slack. When a conversation you expect never appears, the cause is usually brand scope, inbox filters, account health, or permissions. This is different from a missing Slack notification: the platform event may exist while the inbox row does not.

Prerequisites

You need Engage inbox access for the brand, at least one connected account that receives inbound activity on the platforms you monitor, and permission to open Settings when account health needs repair.

Symptoms

You see one or more of these patterns:

  • A comment, DM, or mention is visible on the social network but does not appear in the Engage inbox.
  • App Home inbox counts do not match the full list you see after you open the inbox.
  • The Inbox view returns an empty or shorter list than you expect for the active brand.
  • A teammate can see the conversation but you cannot, or the reverse.

Likely causes

Work through these in order before you change settings:

  1. Wrong brand: The active brand in App Home does not own the connected account that received the inbound activity.
  2. Filters or tabs: Snooze, closed, claimed, or filter settings hide the row even though it synced.
  3. Account health: The profile is disconnected, expired, or otherwise unhealthy for that platform.
  4. Account on another brand: The inbound item belongs to an account linked to a different brand in the organization.
  5. Role or access: Your role does not include inbox access for this brand.
  6. Sync delay: New platform activity has not synced yet. Allow a few minutes before you retest.

Fix it

Step 1: Confirm brand and open the inbox

  1. Open Slash Social App Home and confirm the active brand matches the brand that owns the connected account.
  2. Switch brands if needed, then open the inbox from the Engage work center or the Command Palette.
  3. If you have multiple brands, repeat with the brand that owns the account handle you are tracking.

Step 2: Clear filters and check all tabs

  1. Open the inbox modal and clear active filters.
  2. Check open, claimed, snoozed, and closed tabs. A snoozed or closed item will not show in the default unresolved list.
  3. Use pagination controls if the list is long. The row may be on another page.

Step 3: Verify connected accounts

  1. Open Settings and review Connected Accounts for the brand.
  2. Confirm the platform profile is connected and healthy.
  3. Reconnect expired or disconnected accounts, then wait a few minutes and open Inbox again.

Step 4: Match platform activity to the right account

  1. On the social network, note which profile received the comment, DM, or mention.
  2. Confirm that profile is linked to this brand, not another brand in the organization.
  3. If the account belongs elsewhere, switch to that brand or ask an admin to move or reconnect the account.

Step 5: Retry after platform delays

If the social network had an outage or the message arrived in the last few minutes, wait five to ten minutes and refresh the inbox. Platform APIs can lag during high traffic or maintenance windows.

Confirm the fix

The conversation appears in the inbox list for the correct brand and tab. You can open the row, and claim, reply, assign, or close actions work. App Home counts align with the list you see in the inbox modal for the same brand and filter state.

Prevention

  • Keep one clear brand per connected account so inbound routing stays predictable.
  • Reconnect accounts promptly when Settings shows a health warning.
  • Train responders to check snoozed and closed tabs before they assume an item is missing.

Escalate

Contact support when the account is connected, filters are clear, your role should allow inbox access, and the same item is still visible on the platform but absent from inbox for more than one hour.

Include:

  • Workspace name
  • Brand name
  • Platform and account handle
  • Approximate time of the inbound message on the social network
  • A screenshot from the platform showing the comment, DM, or mention
  • Whether Command Palette inbox actions and the Engage work center inbox show the same result