Email Troubleshooting Guide for Cadence

Overview

If emails are not sending from Conquer Cadence, there are a few things you can check to make sure everything is configured properly. This guide can help guide you through that process.  Understanding our email types is important:

• Agent Email: Personalized messages from an agent that cater to specific needs.
• Auto Email: Automated messages that are sent based on certain actions, requiring no manual effort.
• Manual Email: Individual communications sent as needed, without a regular schedule.

Being aware of these distinctions helps us manage emails effectively and communicate with purpose.

General Troubleshooting

1. Make sure you have authorized your email in the email component in Salesforce.

• There are times when you will need to re-authenticate your email. There are a number of situations that may prompt this need, including but not limited to:
  • Receives a new laptop/computer
  • Has been inactive for a period of time
  • Has changed their name/email address
  • Has 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, contact Conquer support.

Automated Email Troubleshooting

You might find yourself with an issue where automated emails not sending.  The following steps will clear out any saved authentication data and reinitialize a user's access to Cadence, as well as reset their email authorization if desired:

1. Sign out of your email in the Conquer Email Component or Docked Email Composer.
2. Delete your Conquer API Info Record. You can find it linked here for reference: Conquer API Info Record.
3. Refresh your browser.
4. Authorize Cadence by clicking on the Authorize Conquer button within Cadence Actions. You can authorize in Cadence Utilities or Cadence Actions.
5. Authorize your email again.
6. Re-enroll your prospect in the automated email cadence and observe the results.