Why are a contact's replies not showing up in Whippy?

If a contact says they replied to your text but the reply never appears in Whippy, the message usually did not reach Whippy at all. This guide helps you narrow down where it went.

Before you start

• Note the contact's phone number.

• Note which Whippy number (channel) you texted them from.

• Note the approximate date and time the contact says they replied.

Steps

1. Check you are looking in the right place. Search for the contact in Whippy and open the conversation on the channel you texted them from. Replies arrive on the same number the contact texted.

2. Check your channel access. If you cannot see the channel at all, ask an admin to confirm you have access to it.

3. Check whether it is one contact or many. If other contacts are replying normally on the same number, the number is working and the issue is specific to this contact.

4. Check whether the number recently moved. If the contact's replies are showing up in another texting tool or an old provider, their phone carrier may still be routing replies to the previous system. This is fixed on the carrier side.

5. Contact support if the reply still is not showing. Include the details from "Before you start."

Tips

• Ask the contact to send a short test reply, such as "test," and note the time. This makes it much faster to trace.

• If your team recently moved numbers to Whippy from another tool, mention the previous tool when you contact support.

Troubleshooting

• No replies are arriving on a number: Contact support right away with the Whippy number and the time you noticed it. This may be a number setup issue.

• Only one contact's replies are missing: Support can confirm whether the reply ever reached our texting provider. If it did not, the fix usually needs to come from that contact's carrier.

• Replies appear on a different number: Confirm which number the contact is replying to. Contacts sometimes reply to an older number saved in their phone.