This article collects quick fixes for the most common Engage inbox issues.
"You’re not signed in" or "Your session expired"
Engage signs you in with your Pabau session. If it expires, simply reopen Engage from Pabau: click Agents in the Pabau sidebar and choose Inbox. A fresh session starts automatically — there is no separate password.
The List Looks Out of Date
New messages normally appear automatically while Engage is open. If you suspect the list is stale — for example after your laptop wakes from sleep — click the Refresh icon above the conversation list.
A Channel Is Missing from the Sidebar
The sidebar only shows channels that are connected. If SMS, Calls or WhatsApp are missing, they have not been set up yet — open Settings (the cog in the icon rail) and connect them from the channel cards. As soon as a channel is connected it appears in the sidebar, no reload needed.
A Channel Card Shows an Error or "Status Unavailable"
Channel statuses are checked when you open the settings. A temporary status error does not mean the channel is disconnected — close the settings and reopen them to retry. If a specific channel keeps failing, its panel usually shows a more specific message.
A Conversation Is Missing
Check the Closed and Trash folders at the bottom of the sidebar — a teammate may have closed it. Closed conversations reopen automatically when the client messages again, and you can reopen one yourself from inside it.
You Cannot Send an SMS — "(no reply)"
If the composer shows (no reply) with a Buy a number chip, your clinic has no two-way SMS number yet — the client cannot receive a reply until one is set up. See our How to Set Up Two-Way SMS in Engage article.
Calls Do Not Ring in Your Browser
You need a number assigned to you personally: click your avatar at the bottom of the icon rail — if it says You don’t have a number, use Set up a number. For microphone problems, see our Fixing Microphone and Audio Problems in Engage article.
Related Articles
If none of these fixes help, contact support with the conversation link — every conversation has a unique web address you can copy from the browser bar.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.