What you’ll need:

• Any Kommo plan (Base, Advanced, Pro, Enterprise, or 14-day trial).

• Admin access in Kommo.

Keep in mind:

• Only one account per channel (Facebook, Instagram, WhatsApp, etc.) can be connected to Kommo.

Messages not sending

Possible causes:

• Channel disconnection (you’ll get an error warning when you try to send the message).

• Messaging limits or restrictions (e.g., WhatsApp 24-hour rule)

What to check:

• Reconnect the messaging channel

• Ensure you are within the allowed reply window

Learn how to connect channels in this article.

Chats not appearing

Possible causes:

• Filters hide conversations

• User has no permissions to see chats (for non-Admin users)

• Integration is not connected properly

What to check:

• Clear all filters in the Chats section

• Check the permissions

• Confirm the integration is active in Settings → Integration marketplace → Installed

Learn more about user permissions in this article.

General debugging steps

If the issue persists:

1. Refresh the browser or clear cache

2. Log out and back into Kommo

3. Try a different browser

4. Check Kommo system status (if available)

5. Contact Kommo support with:

   • Screenshot of the issue

   • Short description of the issue - what happened, when it occurred, if there were any changes when you tried to use another browser or clear cache, which users faced it (Admins or non-Admins), etc.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp.