First identify what is failing
Separate an account connection problem from a single message problem. Can the team receive any messages? Is the issue affecting one agent or everyone? Did it start after an account, number or provider change?
Record the time, affected business number, the step attempted and any visible error. Review the conversation’s status in GoDesk. A sent message and a delivered message are different outcomes.
If a message cannot be sent or delivered
- Check whether you are replying inside the customer service window or need an approved template.
- For outreach, check permission, template status and the intended audience.
- Check the recipient details and any visible sending or account error.
- For a campaign, pause further sending while you investigate repeated failures.
- Confirm whether the agreed messaging billing arrangement needs attention.
Use the templates and permission guide to review the sending rules. Do not send repeated messages simply to test delivery.
If you are changing a number or provider
Ask GoDesk to review the account and migration route before removing the current connection. Agree asset access, the changeover time, message continuity and treatment of old history. Keeping the same number does not by itself guarantee that the app or all previous chats will remain available.
After a planned changeover, test an incoming message, reply and team handover with an authorised contact. Check customer-facing links and the business profile before announcing the change.
Give support useful information
Contact support@godesk.co.ke with your workspace, affected business number, the time of the issue, visible error and steps already checked. Explain whether all agents or only one are affected.
Keep passwords, verification codes and API keys out of the message. Avoid sharing unnecessary customer details in screenshots. Use the agreed support channel for sensitive diagnostic information.
Meta controls account and template reviews. GoDesk can help investigate and plan the appropriate next step; account restrictions are not resolved by repeatedly reconnecting or resending.