Prerequisites
- Admin access in Sookly.
- A reproducible test case for the issue.
- Relevant integration/provider logs.
Steps
- Define the exact symptom before changing any settings.
- Reproduce with a fresh test message and timestamp.
- Check channel status, inbox mapping, and role permissions.
- Validate automation rules and business-hours behavior.
- For integration failures, inspect delivery logs and error codes.
- Apply one fix at a time and retest after each change.
- If unresolved, capture logs and contact support@sookly.co with exact reproduction steps.
What success looks like
- Root cause is identified with evidence, not guesswork.
- The failing workflow passes end-to-end tests.
- A prevention note is added to your internal runbook.
Common issues and fixes
Issue: Messages appear in the wrong inbox after channel setup.
Fix: Confirm channel-to-inbox mapping and remove conflicting routing rules.
Issue: Outbound messages fail even when conversation is open.
Fix: Check provider delivery errors, sender identity, and integration permissions.