Why aren't my automatic keyword replies being sent to new leads?
If you notice that your automatic keyword replies aren't being delivered to new leads due to a "Message is not available" error, we're here to help! Please follow our detailed guide "How to fix "Messa
Updated Jul 18, 2026
If new leads trigger a "Message is not available" error instead of your keyword reply, the incoming message arrived encrypted and couldn't be read — so the keyword never matched.
Why it happens: first messages from brand-new contacts sometimes arrive before encryption keys sync (common on QR-connected channels).
Fix:
- Set up a
ciphertextkeyword reply so unavailable messages still get an automatic response — why "ciphertext"? - Follow the full repair guide: Use Keyword Reply to detect "This message is not available"
- If it affects many chats at once, wait a few minutes — see I'm seeing this error with multiple customers
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