A contact or conversation I expected is missing. Where did it go?

A contact or conversation you expect to see is not showing up where you thought it would be. This is almost always still there, just filtered, resolved, or merged somewhere else, rather than actually gone.

For a missing conversation

1. Check your filters. Your inbox list defaults to showing only Open conversations, and any active filter, assignee, channel, team, or unread, narrows it further. Click Clear above your conversation list to reset back to the full default view, see How do I filter my inbox, and save the filters I use most?
2. Check the Resolved and Snoozed tabs. A conversation you or the AI marked resolved, or one you snoozed, moves out of your Open list on purpose, it is not deleted. Switch tabs to find it, see How do I snooze, resolve or reopen a conversation?
3. A saved view can be pointing at someone who left. If you jumped to this conversation from a saved view, check the view is not greyed out, a view built around a teammate or team that no longer exists stops applying until it is fixed.

For a missing contact

1. Check whether it was merged into another contact. If you try to open or merge a contact that has already been merged, Peakify tells you exactly which contact it was merged into and gives you a direct link to it, so the fastest check is simply searching for the person by name, email, or phone, since their history is very likely sitting on that other record. See How do I merge two contacts that are actually the same person?
2. Check whether it was deleted. Deleting a contact is permanent and removes their conversations, messages, and notes with it, there is no undo and no archive to check. See How do I delete a contact, or handle a request to delete someone's data? if you are trying to work out whether this was intentional, deletion requires an admin, so ask around your team first, someone may have actioned a data-deletion request.

If you have checked all of this

If you have checked filters, tabs, and merges and a conversation or contact is genuinely nowhere to be found, open Help in your sidebar and tell us the contact's name, phone number or email, and roughly when you last saw it, we can check on our side whether anything unexpected happened to it.