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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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3mo

Aug 17, 2023 (3 months ago)

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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

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Needle

06:11 PM

Thread automatically created by eddippla in #647412545686208527

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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)

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eddippla

08:52 PM

sojan_official

Aug 22, 2023 (3 months ago)

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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)

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eddippla

02:01 PM

need to get this fixed urgently pls can you help

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sojan_official

09:25 PM

eddippla you are using smtp and imap for the email channel right ?

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eddippla

09:25 PM

yes

Aug 28, 2023 (3 months ago)

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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)

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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

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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

you won't need to make a seperate inbox. but follow this set up : https://www.chatwoot.com/docs/self-hosted/configuration/features/email-channel/conversation-continuity

12:36

sojan_official

12:36 AM

if you use ap provider like sendgrid we have detailed steps : https://www.chatwoot.com/docs/self-hosted/configuration/features/email-channel/conversation-continuity-using-sendgrid

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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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