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Troubleshooting Email Features

This guide helps you diagnose and resolve common issues with Fabius email reply generation and the Gmail integration. Follow these steps to quickly identify and fix problems.

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Pre-Troubleshooting Checklist

Before diving into specific issues, verify both required components are properly set up:

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✅ Gmail OAuth Connection (Required)

  1. Log in to Fabius at app.fabius.io
  2. Go to Settings → Integrations
  3. Verify Gmail shows as “Connected”
  4. Confirm your email address is displayed
If not connected: Follow the Gmail connection setup guide

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✅ Gmail Add-on Installation (Required)

  1. Open Gmail
  2. Look for the Fabius icon in the right sidebar
  3. Click the icon and verify it loads
  4. Ensure you’re authenticated
If not installed: Follow the Gmail add-on installation guide ⚠️ Important: Both components must be working for email replies to function. Missing either one will prevent draft generation or access.

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Common Setup Mistakes

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Only Installing the Add-on

Problem: Installing the Gmail add-on without connecting Gmail in Fabius settings Result: Add-on shows “No drafts available” or connection errors Fix: Complete the Gmail OAuth connection in Fabius settings

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Only Connecting in Settings

Problem: Connecting Gmail in Fabius but not installing the add-on Result: Drafts are generated but you can’t access them in Gmail Fix: Install the Gmail add-on

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Using Different Accounts

Problem: Connecting one Gmail account in Fabius, but using a different account in Gmail Result: No drafts appear even though everything seems connected Fix: Ensure the same email address is used in both places

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Not Granting All Permissions

Problem: Declining some permissions during OAuth connection Result: Partial functionality or connection failures Fix: Disconnect and reconnect, granting all requested permissions

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Gmail Add-on Issues

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Add-on Not Loading

Symptoms:
  • Fabius icon doesn’t appear in Gmail sidebar
  • Clicking the icon shows a blank panel
  • Loading spinner never completes
Solutions:
  1. Refresh Gmail
    • Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
    • Close and reopen Gmail tab
  2. Check Installation
    • Go to Gmail Settings → Add-ons
    • Verify Fabius is listed and enabled
    • Reinstall if necessary
  3. Browser Compatibility
    • Use Chrome, Firefox, or Safari (latest versions)
    • Disable browser extensions that might interfere
    • Try incognito/private mode

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Authentication Errors

Symptoms:
  • “Please sign in” message repeatedly appears
  • “Invalid token” or “Unauthorized” errors
  • Add-on works intermittently
Solutions:
  1. Re-authenticate
    • Click “Sign In” in the add-on
    • Complete the full authentication flow
    • Ensure pop-ups are allowed for auth
  2. Clear Authentication
    • Sign out of Fabius completely
    • Clear browser cookies for fabius.io
    • Sign in again
  3. Check Account Status
    • Verify your Fabius account is active
    • Confirm Gmail integration permissions
    • Contact admin if access was revoked

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Email Tracking Problems

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Emails Not Being Tracked

Symptoms:
  • “Email not tracked” message in add-on
  • No drafts generated for new emails
  • Missing email threads in Fabius
Solutions:
  1. Verify Tracking Settings 
    Settings → Email → Tracking Rules
- Check domain inclusion filters
- Verify sender is not excluded
- Ensure tracking is enabled
  2. Manual Tracking
    • Click “Track Email” in the add-on
    • Wait for processing confirmation
    • Refresh to see results
  3. Check Integration Status
    • Go to Settings → Integrations
    • Verify Gmail is connected
    • Re-authorize if needed

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Delayed Email Processing

Symptoms:
  • Drafts take longer than 5 minutes to appear
  • No drafts after extended wait
  • Processing seems stuck
Solutions:
  1. Normal Processing Time
    • Drafts typically generate in 1-2 minutes
    • Can take up to 5 minutes during high volume
    • Refresh the add-on after waiting
  2. If Still Missing
    • Verify email thread is tracked
    • Check if sender is a CRM contact
    • Ensure Gmail integration is connected
    • Contact support if delays persist

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Draft Generation Issues

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No Drafts Generated

Symptoms:
  • Email tracked but no drafts appear after 5 minutes
  • Add-on shows “No drafts available”
  • Empty draft section
Solutions:
  1. Check Requirements
    • Sender must be a contact in your CRM
    • Email must be in a tracked thread
    • Gmail must be connected in Fabius settings
    • Email should require a response
  2. CRM Contact Issues
    • Verify sender exists in CRM
    • Check email address matches CRM record
    • Internal company emails are excluded
  3. Processing Issues
    • Refresh add-on after 5 minutes
    • Check for error messages
    • Contact support with email details
  4. May Not Require a Reply
    • The system skips FYIs/automations and threads that don’t warrant a reply
    • If you still want help drafting, open Reply and use the compose modal’s “Generate New Draft” with specific context

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Draft Quality Issues

Symptoms:
  • Generic or irrelevant responses
  • Missing important information
  • Inappropriate tone
Solutions:
  1. Knowledge Document Updates
    • Ensure relevant knowledge documents exist
    • Update documents with current information
    • Add specific scenarios and examples
  2. Style Rule Configuration
  3. Generate New Draft
    • Use “Additional Context” field
    • Provide specific requirements
    • Be explicit about what to include/exclude

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Task Management Issues

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Missing or Incorrect Tasks

Symptoms:
  • Expected tasks not created
  • Tasks with wrong information
  • Duplicate tasks appearing
Solutions:
  1. Task Generation Settings
    • Adjust task trigger sensitivity
    • Update keyword configurations
    • Check task creation rules
  2. Email Analysis
    • Ensure clear action items in emails
    • Use explicit language for commitments
    • Avoid ambiguous phrasing

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Task Management Issues

Symptoms:
  • Tasks not appearing
  • Status updates not saving
  • Wrong task information
Solutions:
  1. Task Creation
    • Not all emails generate tasks
    • Tasks created based on email content
    • Check draft generation completed first
  2. Status Updates
    • Click checkbox to mark complete
    • Refresh add-on to see updates
    • Check for sync errors

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Performance Issues

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Slow Loading Times

Symptoms:
  • Add-on takes long to load
  • Drafts appear slowly
  • Timeouts when generating
Solutions:
  1. Optimize Browser
    • Clear browser cache
    • Disable unnecessary extensions
    • Use a modern browser version
  2. Network Issues
    • Check internet speed
    • Try different network
    • Disable VPN if applicable
  3. Reduce Load
    • Process fewer emails at once
    • Archive old threads
    • Limit active tracking

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Contact and CRM Issues

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Contact and CRM Issues

Symptoms:
  • Drafts not generated for external emails
  • “Sender not in CRM” errors
  • Wrong contact associations
Solutions:
  1. CRM Contact Required
    • Sender must exist as contact in CRM
    • Create contact in CRM first
    • Email address must match exactly
  2. Internal Email Filtering
    • Company domains are excluded
    • Check domain configuration
    • Internal emails won’t generate drafts
  3. Contact Matching
    • Verify email addresses in CRM
    • Check for typos or variations
    • Update CRM records as needed

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Automated Email Issues

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Drafts Generated for System Notifications

Symptoms:
  • Drafts created for GitHub notifications, Slack alerts, or marketing emails
  • Unnecessary processing of automated messages
  • Inbox cluttered with unnecessary drafts
Solutions:
  1. Set Up Email Exclusions
  2. Review Draft History
    • Check which automated emails are generating drafts
    • Look for patterns in sender addresses
    • Add exclusions for identified automated sources
  3. Use Domain Exclusions
    • More efficient for services with multiple sender addresses
    • Blocks entire domains like hubspot.com or zendesk.com
    • Covers current and future automated senders

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Still Getting Automated Email Drafts

If exclusions aren’t working:
  1. Verify Exclusion is Active
  2. Check Exclusion Scope
    • Personal exclusions only affect you
    • Company exclusions affect all team members
    • Admin permissions required for company exclusions
  3. Look for Address Variations
    • Some services use multiple sender addresses
    • Check email headers for actual sender
    • Add multiple exclusions if needed

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System Integration Problems

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Sync Failures

Symptoms:
  • Data not syncing with CRM
  • Integration disconnected warnings
  • Partial data updates
Solutions:
  1. Re-establish Connection
    • Go to integrations settings
    • Disconnect and reconnect
    • Re-authorize permissions
  2. Check API Limits
    • Verify API quota not exceeded
    • Check rate limiting settings
    • Contact support if persistent

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Getting Help

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Diagnostic Information

When contacting support, provide:
  1. Error Details
    • Exact error messages
    • Screenshots of issues
    • Time when error occurred
  2. System Information
    • Browser and version
    • Operating system
    • Network environment
  3. Steps to Reproduce
    • What you were doing
    • Expected vs. actual behavior
    • Frequency of issue

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Key Reminders

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Setup Requirements

Both components are required:
  1. Gmail OAuth Connection (Settings → Integrations)
  2. Gmail Add-on (Google Workspace Marketplace)

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Processing Times

  • Normal: 1-2 minutes after email receipt
  • Maximum: Up to 5 minutes
  • New Drafts: 10-30 seconds when requested

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CRM Integration

  • Drafts only generated for CRM contacts
  • Internal emails are excluded
  • Email address must match CRM record

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Getting Support

When contacting support, provide:
  • Email thread ID or subject
  • Time email was received
  • Screenshot of any errors
  • Tracking status in add-on