Email Troubleshooting Guide for Cadence

Overview

If you're having issues with emails not sending from Conquer Cadence, follow these steps to ensure proper setup for automated and manual emails. You may need to reset authorizations for Conquer Email and your email provider. This guide will assist you in that process. 

We'll look into the following issues:

• Expired Email Provider Authorization
• Expired Conquer Email Application Authorization
• Automated Email and Advanced Troubleshooting

Email Authorization Troubleshooting

1. Make sure you have authorized Conquer to use your work email in the email component in Salesforce.
   
   There are times when you will need to re-authenticate your email so that emails will send from a Cadence Email Touchpoint.  There are a number of situations that may prompt this need, including but not limited to:
    
   • Received a new laptop/computer
   • Have been inactive for a period of time
   • Have changed your name/email address
   • Have updated their password
   • Employer/Company has changed the IT Security Policy

2. Once you have made sure that your email is authenticated, try to send a manual email.
   
3. If sending the manual email works, unenroll and re-enroll the records.
4. If the emails are still not being sent, continue the troubleshooting steps below.

Understanding Expired Authorization for Email

When using Conquer Email with your business email account, it's important to understand how authorization works—and how it can expire over time. Conquer supports email providers like Microsoft and Google, but the principles of token expiration and authorization behavior are generally the same across platforms.

There are two primary types of authorization that impact Conquer Email functionality:

• Email Provider Authorization (authenticating your mailbox)
• Salesforce Authorization via Conquer Cadence

1. Conquer Email Inactivity Timeout

Conquer monitors usage of the Email feature to manage mailbox subscriptions and maintain performance.

Expiration Behavior:

• Conquer maintains a mailbox subscription for up to 1 year of user inactivity in Conquer Email.
• If a user is completely inactive, the email provider’s refresh token typically expires after about 90 days, depending on their policies.
• After 1 full year of inactivity:
  • Conquer will stop maintaining the mailbox subscription.
  • The user can still sign back in at any time to restore access.

2. Email Provider Refresh Token Expiration

Email providers issue refresh tokens that allow Conquer to access your mailbox without requiring frequent logins.

Expiration Behavior:

• Refresh tokens are typically valid for around 90 days.
• These tokens can be revoked at any time by:
  • The email provider
  • The user
  • The user's IT team
• If revoked or expired, users will need to log out and sign in again to reauthorize access.

3. Distinguishing Between Email Auth and Salesforce (Cadence) Auth Issues

When email delivery or logging fails, it’s important to identify if the issue is with:

• C = Conquer / Email Provider (M) Authorization
• S = Salesforce Authorization via Conquer Cadence

User authentication can be reviewed in Cadence Management | User Authentication.

Here’s how to tell the difference:

• ✅ Email appears in Sent Folder (not Drafts):
  → Email Provider Auth is working
• ❌ Email does NOT appear in Sent Folder:
  → Likely an issue with Email Provider Auth. Try re-authenticating
• ❌ Email is in Sent Folder but there is no activity logged in Salesforce:
  → Likely a Salesforce OAuth (SDFC) issue

Common Salesforce OAuth Errors

• Token expired
• Rate limits exceeded
• API communication failure
• Managed package bug

Conquer will continue trying to log the activity for up to 10 minutes.
If the activity still isn’t visible in Salesforce within 20 hours, contact Conquer Support.

Note: Actual Salesforce auth errors can be viewed by Conquer Support using internal tools. This is not something visible to end users.

4. Automated Email Troubleshooting Steps

If automated emails aren’t sending as expected, follow these steps to reset and reauthorize your email and Salesforce connections:

1. Sign out of your email from the Conquer Email Component or Docked Email Composer.
2. Delete your Conquer API Info Record
3. Refresh your browser
4. Authorize Cadence