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Most Inbox problems come down to one of four things: the WhatsApp 24-hour window, who is replying, a filter you forgot about, or a notification setting. Find your symptom below.

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I cannot type a reply

The agent is replying, and the bar above the composer says so. Click Take over. You see “You’re replying now. The agent is paused for this conversation.” and the box unlocks. See Take over from the agent.
The conversation is closed. Click Reopen in the bar above the composer. If the customer writes after a conversation was closed, they start a new conversation instead.
More than 24 hours have passed since the customer’s last message, so WhatsApp no longer accepts free-form replies. Click Send template and send an approved template. When the customer answers, the window opens again and you can type normally. See The WhatsApp 24-hour window and Send a template outside the window.
Until the customer’s first message, the box stays closed on every channel. On a WhatsApp conversation your business started with a template, you can send another template with Send template, but not a plain message. On Website chat and API conversations, wait for the customer’s first message.
The number this conversation runs on cannot send, so nobody’s reply would reach the customer, whether the agent or a teammate is replying. Click Reconnect to open the number’s connection. If there is no button, the line tells you to ask your account owner or an admin. While it reads “Meta is checking this WhatsApp number, so replies are paused for a few minutes”, wait and check again. See Channel troubleshooting.
Attachments, product cards and templates work only in WhatsApp conversations. In Website chat and API conversations those tools are dimmed and show “Only in WhatsApp conversations”. They are also off while the box is locked, so take over first, or send a template if the window has closed.

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A message shows Not delivered

A message that did not go out shows Not delivered in red beside its time, and a red note under it says why and what to do. The note ends with the Meta error code, such as “Meta error #131047”, and some have a Learn more or Open Meta billing button. For a code Popcorn does not explain itself, the note shows Meta’s own title and explanation. The ones it explains: A product send that fails reads “No products to send” (the agent had no product to show, so nothing went out) or “The product cards weren’t delivered” (send them again, or share them yourself; the note says whether the customer got the products as a text list instead). A send where only some products reached the customer is not a failure: the message reads, for example, “9 of 10 delivered to the customer”, with a badge on each product that did not go as a card. Popcorn does not resend a failed one-to-one message on its own. When one fails for good, the conversation moves up the list, and if the agent was handling it, the agent pauses and the conversation moves to Unassigned, so someone can follow up. Send the message again yourself once the cause is fixed. For campaign messages, see Delivery and reachability.

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The agent is not replying

Once a person takes over, assigns the conversation, snoozes it, or sets it aside until the customer replies, the agent stays out of it. To hand it back, click Hand back to agent in the bar above the composer, or open More actions and choose Hand to agent, then pick Reply now or Wait for the customer. See Hand back to the agent.
Open the conversation and read the bar above the composer and the last line between the messages: they say whether the agent handed over, needed help, or was assigned. The reasons are listed in What sends a conversation to Needs you. If the agent hands over too often, review its Hand over to your team and Block spam and off-topic chats settings in Agent capabilities and Check replies before sending in Check replies before sending.
When the workspace runs out of credits, the agent stops without sending anything to the customer, and the bar reads “Your agent is out of credits, so it isn’t replying”. Check your balance under Plans and credits. A conversation is also handed to your team without a message to the customer when no agent is set up for the number or the agent’s reply failed; check the agent’s Channels tab under Connect knowledge, tools, channels and notifications.
If Let the agent handle media messages is off in Settings → General, an image, video or file pauses the agent for that conversation and moves it to Unassigned. If you filled in Reply to media messages, the customer receives that text first. Turn the setting on to let the agent handle media. Voice notes, locations, button replies, catalog orders and address-form answers are always handled by the agent. See Workspace settings.

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I cannot find a conversation

Check the chips under the folders: a Teammate, Tag or date filter, or Priority sorting, may still be on. Remove a chip, or open Filters and click Clear. Search switches the list to All, so clear it to go back to your folder.
The list shows one row per customer: their most recent conversation. A second conversation on another of your WhatsApp numbers gets its own row while it has had a message in the last 7 days. A search in All lists every matching conversation, older ones included.
With Sort by → Priority, tagged conversations come first by priority and untagged ones last. Switch back to Recent to sort by the latest activity.
A customer reply ends the snooze and returns the conversation to Mine. The same happens to conversations you set aside until the customer replies.
Reopening sends a conversation to Unassigned, or to Agent if the agent was replying when it was closed. Click Take over to move it to Mine.
Campaign conversations appear in the Inbox only once the customer replies. Until then, follow the campaign from Campaigns. See Send a campaign.
Mine and Later show only your own. Open More folders and pick the teammate under Teammates, or use Filters → Teammate.
Deleting a customer under Customers (including a bulk delete that includes customers with conversations) does not delete their conversations. Each one stays in the Inbox with its messages, listed as WhatsApp contact (or Guest for Website chat) instead of the customer’s name. See Delete customers.

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The customer shows as @username or “Phone number not shared”

The customer contacted you through a WhatsApp username without sharing their phone number. You can chat normally, but authentication templates cannot be sent to them. In the template picker, click Ask the customer for their number, or choose a marketing or utility template.

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Notifications do not arrive

Go to Settings → Notifications. Each event (Unassigned messages, Customer replies, Conversation assignments, Handovers) has its own switch and channels: In-app, Browser and Sound. By default, workspace admins get all four events and other teammates get only Customer replies and Conversation assignments; Sound starts on only for those two. See Profile and notifications.
Your browser must allow notifications for Popcorn: click Allow on the Notifications page, or allow them in your browser’s site settings if it says your browser blocks them. Browser notifications and the sound only fire while the Popcorn tab is hidden or its window is not focused, and nothing fires while you are on the Inbox page or reading that conversation.
In the mobile app, switch on Push Notifications under Settings and allow notifications for Popcorn in your phone’s settings. Push covers Unassigned messages, Customer replies and Conversation assignments; an event switched off under Settings → Notifications in the web dashboard stays off on the phone. See Popcorn mobile app.
Those are set per agent, not per person, in the Alerts panel on the agent’s Handoff tab. See Connect knowledge, tools, channels and notifications.