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Petal

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Something isn't working

1. Why an email was not filed or captured

If emails are not being captured, or the AI did not capture a deal from an email, check these in order.

  • Is the mailbox still connected? Open Mail and calendar. If a card says Stopped working, connect again.
  • Was it sent before you connected? A connected mailbox files new email in your inbox and sent mail from the moment you connect. Earlier email, drafts, spam and trash are not read.
  • Was it forwarded or BCC'd? Filing addresses work only while email reading is on for the workspace; a new workspace starts with it on. A mistyped address loses the email with no bounce, so copy the address rather than typing it.
  • Was it turned away? An email is turned away if it is too large, may contain a virus, has too many attachments, or is a forward inside many forwards. The record's page and Mail and calendar list turned-away email with the reason and what to do. Owners and admins see the whole workspace's list in Administration, then Email capture.
  • Filed, but nothing was suggested from it? While Reading your email for deal updates is off, email is still filed, but nothing in it is read or suggested.

If none of these explains it, write to support from Help and name the email's sender, subject and date.

2. A screen shows an error

Most error messages say whether anything was saved and what to try. Do what the message says; usually that is to try again. If a screen does not load at all, reload the page in your browser. If the same error comes back, write to support from Help with the words the screen shows.

3. Write to support about a problem

Press Help in the sidebar, which is on every screen, and ask the assistant first (get help). If it cannot help, press Send this to support, or choose Write to support from the account menu, which shows your name.

  1. Say what you were doing, what you expected, and what happened instead.
  2. Copy the exact words of any message on the screen, and name the screen.
  3. The form shows which facts about your workspace go with your message, such as the app version. Untick any you do not want to send.
  4. Press Send to support.

If Write to support offers an email address instead of a form, write to that address with the same details.