@user1384​ 👋 I'm unsure what you mean here, are they not receiving it or are they just not seeing the message?

Once I receive more information, I'll be happy to help! :)

Mid convo customers will randomly stop receiving our messages

Very weird, this shouldn't be happening. My customers seem to be getting help just fine through the messenger so this must be an issue with select workspaces only. Have you made sure this is happening with all customers rather than just this customer? This could very well be an issue with the customers browser or device.

If it is happening with all customers, I highly suggest you contact Intercom directly through the messenger because this has a high impact on your customers.