Troubleshooting

An inbox will not connect or sync

Only Gmail, Outlook, and Zoho Mail are supported inbox providers in the current app. Website-form connections and other provider connections are not enabled.

1. Check that an owner or admin is managing the connection in Settings → Integrations.
2. If authorization is incomplete, finish the provider consent flow using the intended mailbox. If reconnect is required, authorize the account again.
3. For a connected inbox, choose Sync and check Inbox and Activity after processing has had time to run.
4. If the operation stays queued or reports missing configuration, contact the person running your Soulstron service. Background processing and the email provider connection must both be available.

A draft is missing, inaccurate, or stuck

• Check that checkout is verified, subscription access is current, and Frontdesk is active.
• Add relevant services, policies, and answers in Knowledge. A website URL alone may not provide enough usable facts.
• For an inaccurate draft, correct the source knowledge and regenerate or edit the reply. Review the latest version before approving.
• For a processing failure, use the available retry action. If several tasks remain queued, ask your service administrator to check background processing.
• For a flagged enquiry, review the flagged details. Do not remove a safety flag merely to move the reply forward.

A reply has uncertain or stalled delivery

1. Check the connected mailbox’s Sent folder and the original conversation. Avoid sending the same reply again until you know whether it was sent.
2. An owner or admin opens ‘Resolve delivery after checking your mailbox’ in Inbox. A stalled send must be at least 20 minutes old before it can be reconciled.
3. If the reply was sent, confirm it with the provider message ID and the requested evidence. If it was not sent, explicitly confirm that result before queueing a retry.
4. Check Activity afterward. The reconciliation decision is retained in the workspace history.

An invitation is missing or cannot be accepted

• Check the recipient address, spam folder, and invitation status in Settings → Team.
• The recipient must sign in with the invited email address. An invitation cannot be accepted by a different account.
• Use the most recent link. Resending invalidates older links, and accepted, revoked, or expired links cannot be reused.
• If an invitation failed, an owner or admin can retry with Resend after the service administrator resolves email delivery configuration.
• Check plan capacity if the workspace has no available team seats.

A setting is disabled or will not save

Most workspace preferences require the owner or admin role. Members and viewers can read settings but cannot change workspace configuration.

Check the error shown when saving. Business hours require a valid timezone, at least one opening day, and a closing time after opening. Both times must be blank for a closed day. If your session expired, sign in again before retrying.

Unsaved changes are not confirmation that the server accepted an update. Keep the page open until the save completes and review any error.

Contact support

If these steps do not resolve the issue, include your workspace name, the affected feature, the approximate time and timezone, the visible error, and the steps that led to it. Include a request ID if one is shown.

Remove private customer content and credentials from screenshots or messages. Never send passwords, provider tokens, or card details.