#general

Chatwoot Email Notification Troubleshooting

TLDR eddippla faced issues with sending email notifications with Chatwoot software post their update to v3. sojan_official clarified that the default behavior requires conversation continuity and guided on its set up. eddippla appreciated the help.

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Aug 17, 2023 (3 months ago)
eddippla
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eddippla
06:11 PM
Hi, my chatwoot installation is having issues with sending conversation mails (notifications from Chatwoot via mail for when a message is sent to a customer that is offline).
It's added to the Sidekiq queue then this error is displayed (attached)
How could I fix this? I've read through docs and haven't found anything. Thanks
Image 1 for Hi, my chatwoot installation is having issues with sending conversation mails (notifications from Chatwoot via mail for when a message is sent to a customer that is offline).
It's added to the Sidekiq queue then this error is displayed (attached)
How could I fix this? I've read through docs and haven't found anything. Thanks
Needle
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Needle
06:11 PM
Thread automatically created by eddippla in #647412545686208527
eddippla
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eddippla
10:44 PM
Perhaps this could be an issue with V3? Did not experience this previously, perhaps this (attached) could be related?
Image 1 for Perhaps this could be an issue with V3? Did not experience this previously, perhaps this (attached) could be related?
Aug 18, 2023 (3 months ago)
eddippla
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eddippla
08:52 PM
sojan_official
Aug 22, 2023 (3 months ago)
sojan_official
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sojan_official
11:10 PM
do you have conversation continuty set up ?
https://www.chatwoot.com/docs/self-hosted/configuration/features/email-channel/conversation-continuity

could you share the error logs from your worker ?
Aug 26, 2023 (3 months ago)
eddippla
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eddippla
02:01 PM
need to get this fixed urgently pls can you help
sojan_official
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sojan_official
09:25 PM
eddippla you are using smtp and imap for the email channel right ?
eddippla
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eddippla
09:25 PM
yes
Aug 28, 2023 (3 months ago)
eddippla
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eddippla
11:36 AM
sojan_official pls been having issues from this for a while
11:44
eddippla
11:44 AM
my customers are not receiving notification emails
11:45
eddippla
11:45 AM
I need to manually send conversation transcript
Aug 29, 2023 (3 months ago)
eddippla
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eddippla
12:18 AM
response is nil sojan_official
12:18
eddippla
12:18 AM
Image 1 for
12:18
eddippla
12:18 AM
this here is website live chat ^^
12:19
eddippla
12:19 AM
and this is email channel
Image 1 for and this is email channel
12:28
eddippla
12:28 AM
was there any change that made it required to have conversation continuity set up to get these notifications
12:28
eddippla
12:28 AM
because before the update to v3 it sended fine
sojan_official
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sojan_official
12:30 AM
the intended behaviour always was that customer will receive emails only if conversation continuity was enabled. We haven't really made any specific changes around it for v3
12:34
sojan_official
12:34 AM
conversation continuity wouldn't work with zoho mail. As we need a provider that will let us generate dynamic emails.
12:35
sojan_official
12:35 AM
12:36
sojan_official
12:36 AM
eddippla
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eddippla
12:46 AM
ok, thank you for linking these articles I will try to configure conversation continuity I think it can help my customers a lot to be able to respond to email replies on live chat - and once again thank you for all your help in this subject and your time, have a good day

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