Integration Troubleshooting

Solutions for issues with connected services.

Email Integration

Gmail Not Connecting

Symptoms:

• OAuth flow fails
• "Unable to connect" error
• Authentication errors

Solutions:

1. Check Google Workspace settings

   • Admin must allow third-party apps
   • Check security settings

2. Re-authorize connection

   • Disconnect email in Relay
   • Clear Google permissions
   • Reconnect from scratch

3. Check account type

   • Personal Gmail and Workspace supported
   • Some enterprise restrictions apply

Emails Delayed

Symptoms:

• Tickets created late
• Email appears hours after sent

Solutions:

1. Check sync frequency

   • IMAP syncs every few minutes
   • Not instant like webhooks

2. Review email provider

   • Some providers delay delivery
   • Check provider status

3. Consider forwarding

   • Set up forwarding for faster delivery
   • Or use dedicated support email

Outbound Email Failing

Symptoms:

• Replies not sending
• Delivery errors
• Bounces

Solutions:

1. Check sender configuration

   • Verify "From" address settings
   • Check SPF/DKIM records

2. Check email provider limits

   • May hit sending limits
   • Review provider quotas

3. Check blocked recipients

   • Customer may have bounced before
   • Check suppression list

Shopify Integration

Connection Errors

Symptoms:

• Can't connect store
• OAuth fails
• "Access denied" errors

Solutions:

1. Check Shopify permissions

   • Must be store owner or admin
   • Check staff permissions

2. Check app installation

   • May need to reinstall app
   • Check Shopify app settings

3. Try different browser

   • Clear cookies
   • Disable popup blockers

Customer Data Not Syncing

Symptoms:

• Shopify customers not appearing
• Order data missing

Solutions:

1. Trigger manual sync

   • Go to integration settings
   • Click "Sync now"

2. Check sync status

   • Review last sync time
   • Check for sync errors

3. Verify permissions

   • App needs customer/order read access
   • May need to re-authorize

Orders Not Showing

Symptoms:

• Customer sidebar empty
• Order history missing

Solutions:

1. Check customer match

   • Email addresses must match
   • Case-sensitive in some cases

2. Check order date range

   • Recent orders may take time
   • Historical orders limited

Slack Integration

Not Receiving Notifications

Symptoms:

• Configured but no messages
• Slack channel quiet

Solutions:

1. Check channel configuration

   • Verify correct channel selected
   • Check Relay app is in channel

2. Check notification settings

   • Which events trigger Slack?
   • May need to enable specific events

3. Check Slack app permissions

   • Relay app needs post permissions
   • May need admin approval

"Channel Not Found" Error

Symptoms:

• Error when saving configuration
• Can't select certain channels

Solutions:

1. Invite Relay app to channel

   • Type /invite @Relay in channel
   • Or add from channel settings

2. Check channel type

   • Private channels need explicit invite
   • Shared channels may have restrictions

3. Reconnect integration

   • Disconnect and reconnect
   • Reauthorize permissions

Widget

Widget Not Appearing

Symptoms:

• Widget icon missing
• Nothing shows on site

Solutions:

1. Check installation code

   • Verify script is in page
   • Check browser console for errors

2. Check domain whitelist

   • Is your domain allowed?
   • Check widget settings

3. Check for conflicts

   • Other scripts may conflict
   • Try on simple test page

4. Check ad blockers

   • May block widget script
   • Whitelist your domain

Widget Styling Issues

Symptoms:

• Widget looks wrong
• Colors incorrect
• Position off

Solutions:

1. Check CSS conflicts

   • Your site CSS may override
   • Use more specific selectors

2. Check z-index

   • Widget may be behind elements
   • Adjust positioning

3. Check responsive settings

   • Mobile vs. desktop views
   • Test different screen sizes

Messages Not Sending

Symptoms:

• Customer clicks send, nothing happens
• Error after sending

Solutions:

1. Check browser console

   • Look for JavaScript errors
   • Note any API errors

2. Check form validation

   • Required fields may be empty
   • Check field requirements

3. Check API connectivity

   • May be blocked by firewall
   • Test from different network

API Webhooks

Webhooks Not Firing

Symptoms:

• No requests to your endpoint
• Events not triggering

Solutions:

1. Check webhook is enabled

   • Toggle may be off
   • Check settings

2. Check event subscriptions

   • Is the event type subscribed?
   • Add necessary events

3. Check endpoint URL

   • Must be HTTPS
   • Must be publicly accessible

Webhook Requests Failing

Symptoms:

• Retries showing in log
• Delivery failures

Solutions:

1. Check endpoint response

   • Must return 2xx status
   • Must respond within 30 seconds

2. Check signature verification

   • Verify using correct secret
   • Check implementation

3. Check server logs

   • What error is occurring?
   • Is request reaching server?

General Integration Tips

Reconnecting Integrations

When an integration stops working:

1. Check status first

   • Look for error indicators
   • Check integration settings

2. Try manual sync

   • May resolve temporary issues

3. Disconnect and reconnect

   • Reauthorize from scratch
   • Updates permissions

Rate Limiting

If hitting limits:

1. Check your usage

   • Review API call volume
   • Identify heavy operations

2. Implement backoff

   • Wait when limited
   • Reduce request frequency

3. Contact us

   • May increase limits
   • Discuss your use case

Authentication Expiry

Tokens can expire:

1. Check for errors

   • "Token expired" messages
   • Authentication failures

2. Reauthorize

   • Reconnect integration
   • Generate new tokens

← Common Issues | Error Reference →