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Troubleshooting: LINE, Kakao, WeChat, and Zalo inbound never arrives

A contact messages your APAC-brand channel and nothing surfaces: no Inbox row, no message.received webhook delivery, no row you can look up. This page is the APAC sibling of Troubleshooting: inbound WhatsApp or RCS message never arrives — it covers LINE, KakaoTalk, WeChat, and Zalo, which each gate inbound differently. The four channels split into two distinct inbound wiring classes. Resolve the wrong class and the runback lasts a long time:
  • LINE — provider-registered webhook. Until you set the Webhook URL in the LINE Developers Console, LINE holds everything upstream. See Troubleshooting: LINE inbound events never arrive.
  • KakaoTalk, WeChat, Zalo — gateway-relayed inbound. Orbit’s messaging gateway normalizes and relays replies automatically; there is no provider console webhook for you to register. A miss here is one of credential-resolution, event-filtering, or subscription scope — not wiring.

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Symptom map — channel-specific failure modes

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Diagnostic steps

  1. Read the delivery log. List webhook endpoints with GET /api/v1/webhooks, then read the endpoint’s recent deliveries with GET /api/v1/webhooks/{endpoint_id}/deliveries. You want message.received with channel: "line" | "kakao" | "wechat" | "zalo". An empty list means the event never fired (routing miss); a failed delivery row means your endpoint rejected it. Tooling: Inspecting deliveries.
  2. For LINE only: verify the console Webhook URL. Any result other than LINE holding events upstream means this page appertains further — see Troubleshooting: LINE inbound never arrives.
  3. Check the channel is resident on the organization. A gateway-relayed channel whose per-org credential row does not exist resolves inbound to nobody — the gateway drops the reply with no shadow copy for you to recover. Confirm under Settings → Channels.
  4. Check subscription scope. GET /api/v1/webhooks returns each registered endpoint with its subscribed events list. message.received must be on it (or normalized.inbound — see Normalized inbound envelope).
  5. Filter on the right channel field. A handler that sees channel: "sms" on the contact’s fallback thread never sees channel: "line" on a fresh LINE reply — the semantic filter has to match the actual channel of the inbound event.

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A worked example — inbound that dies on the credential layer

A WeChat subscriber set DEVOTEL_WECHAT_ACCESS_TOKEN (the platform default) and removed the per-org row, intending every tenant to fall through to the platform OA. Replies stopped. Delivery list for message.received is empty. Resolution: the per-org row is removed, and the gateway resolves inbound by organization — a reply addressed to the removed row’s OA is identified against the credential row that no longer exists. When the platform default visits inbound it must claim the reply for some organization; with all per-org rows gone, no organization claims it, and the relay drops the event. Re-add the per-org row under Settings → Channels → WeChat and replies land again, keyed to that OA.

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What not to try

  • Do not filter on a channel other than the inbound one. A handler that keys on channel: "kakao" when Zalo replies are in scope never sees them — the gateway tags each inbound event with its actual channel and the semantic filter has to match that value, not the one you meant.
  • Do not treat a gateway-relayed miss like a console-webhook wiring miss. LINE’s webhook URL is the only wiring layer you control; the other three channels deliver automatically and only stop on credentials or filtering.
  • Do not retry a deterministic 503 CHANNEL_NOT_CONFIGURED against inbound. If outbound is failing closed, inbound has no identity either — connect the channel first, then re-test. See WeChat and Zalo credential resolution.

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Escalation bundle

Open a support ticket only when this page is exhausted — expect inbound on a credential row checked, a subscription scoped to message.received, and LINE’s console URL verified when LINE is in the mix. Include:
  • The channel: line, kakao, wechat, or zalo.
  • Your tenant id (dashboard → Settings → Organization, or organizationId on GET /api/v1/me).
  • The time window (with timezone) of the missed inbound event.
  • The webhook endpoint id if you were expecting message.received.
  • For LINE, a screenshot of the Messaging API → Webhook URL configuration.

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See also