# Fetching messages

How Ritevo fetches messages, disputes and claims from sales channels, email and messaging apps, how often it checks, and what to do when one is missing.

Ritevo gathers customer messages from all your connected channels in one inbox. This page covers the rules shared by every integration - whether it is a marketplace, an online store, email or a messaging app.

> **Required integration:** You need at least one integration that supports messages: a **marketplace** (e.g. eBay), an **online store**, **email** or a **messaging app** (e.g. Messenger). Not every integration has messages - if it does not, there is no **Fetch messages** switch in its settings.

## Turning fetching on and off

Message fetching is set **separately for each integration**. After you add a new integration it is **off** - until you turn it on, no messages are fetched from that channel.

To turn it on:

1. Go to **Integrations** and open the integration you want to fetch messages from.
2. Turn on the **Fetch messages** switch.
3. Save your changes.

![The "Fetch messages" switch in the integration settings](https://ritevo.com/docs/messages/en-fetch-messages-toggle.webp)

You can turn fetching off at any time with the same switch. Messages fetched earlier stay in Ritevo, new ones from that integration simply stop coming in.

Message fetching and [order fetching](https://ritevo.com/en/docs/orders/fetching-orders) are two independent switches. You can have one, the other, or both turned on.

## How often we check for messages

- **Marketplaces, online stores and email**: each integration is checked about **every 10 minutes**.
- **Messaging apps** (Messenger, WhatsApp): a message reaches Ritevo **right away**, as soon as the customer sends it.

## What we fetch

Every thread in Ritevo has one of three types:

- **Message** (API: "Message" = `MESSAGE`; value in `threadType`) - a regular conversation with a customer. Every integration with messages supports it.
- **Dispute** (API: "Dispute" = `DISCUSSION`; value in `threadType`) - a dispute opened by the customer in the sales channel.
- **Claim** (API: "Claim" = `CLAIM`; value in `threadType`) - a claim filed through the sales channel.

Disputes and claims are fetched only from sales channels that run them themselves. Email and messaging apps have messages only. Which types a specific integration supports is described on its own page.

## Where you will see fetched messages

All threads land in the shared inbox in the **Messages** tab. Each one shows which integration it came from and what type it is.

## Messages and orders

In some integrations a message, dispute or claim refers to a specific order. Ritevo then links the thread to that order, so you can see what the conversation is about straight away.

> **Good to know:** If that order is not in Ritevo yet, **we fetch it on our own** - even when order fetching is turned off for that integration. Only that one linked order is fetched. More in [Fetching orders](https://ritevo.com/en/docs/orders/fetching-orders#linked-orders).

## I cannot see a message

> **Good to know:** The most common cause: the integration shows **Reconnection required**. It usually means the access you gave Ritevo in that channel has expired or was revoked - for example after a password change or when the connection reached its expiry date. Until you reconnect the integration, messages from that channel are not fetched.

Check in this order:

1. Is the integration **Active**.
2. Is **Fetch messages** turned on - after adding an integration it is off by default.
3. Does this integration support messages at all - if not, there is no switch.
4. Have a dozen or so minutes passed since the message was sent (does not apply to messaging apps).

## Thread types and statuses through the API

Disputes and claims also have a status (`threadStatus`):

- **Ongoing**, **Closed**, **Unresolved** (API: "Ongoing" = `DISPUTE_ONGOING`, "Closed" = `DISPUTE_CLOSED`, "Unresolved" = `DISPUTE_UNRESOLVED`; value in `threadStatus`) - dispute statuses.
- **Submitted**, **Accepted**, **Rejected** (API: "Submitted" = `CLAIM_SUBMITTED`, "Accepted" = `CLAIM_ACCEPTED`, "Rejected" = `CLAIM_REJECTED`; value in `threadStatus`) - claim statuses.

What each channel supports (replying, attachments, character limit) is returned by `GET /integrations/messages/capabilities`. The current response shape is in Swagger: https://api.ritevo.com/api/v1/api-docs.


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All help in one file: https://ritevo.com/llms-full.txt. Help map with links to every page: https://ritevo.com/llms.txt.