Common Issues

Even the most powerful platforms can encounter occasional challenges. This guide addresses the most common issues users face with Alex and provides step-by-step solutions to get you back on track quickly.

Email Delivery Problems

Low Inbox Placement

Symptoms:

  • Unusually low open rates
  • Reports of emails going to spam
  • Tracking links not registering views

Solutions:

  1. Check Your Warmup Status
    • Navigate to Accounts
    • Ensure warmup is active and properly configured
    • Review warmup statistics for any warning signs
  2. Verify Domain Authentication
    • Navigate to Accounts
    • Confirm SPF, DKIM, and DMARC are properly configured
    • Run the deliverability test and review results
  3. Review Email Content
    • Check for spam trigger words
    • Ensure text-to-image ratio is appropriate (mostly text)
    • Verify your links are pointing to reputable domains
    • Reduce the number of links in your emails
  4. Adjust Sending Volume
    • Reduce daily email volume temporarily
    • Enhance agent data with additional prospect information to enable more personalized messaging and improve engagement rates

Bounced Emails

Symptoms:

  • High bounce rate notifications
  • Failed delivery messages
  • Contacts not receiving emails

Solutions:

  1. Check Email Address Validity
    • Run verification on bouncing addresses
    • Remove or correct invalid addresses
    • If you've imported email addresses in bulk, use an email validation checker tool like Hunter Email Verifier to proactively identify and remove invalid addresses before sending campaigns
  2. Review Bounce Reasons
    • Navigate to Unibox → Bounce Reports
    • Check if bounces are soft (temporary) or hard (permanent)
    • Look for patterns in bounce messages
  3. Check Sending Limits
    • Navigate to Accounts
    • Verify you haven't exceeded daily sending limits
    • Adjust your limits if necessary
  4. Domain Reputation Check
    • Run a domain reputation check
    • Address any blacklisting issues found
    • Follow the reputation repair steps if needed

Agent Performance Issues

Agent Not Responding

Symptoms:

  • Agent shows active but isn't sending messages
  • Scheduled sequences not executing
  • Messages showing as pending without progress

Solutions:

  1. Check Agent Status
    • Navigate to Agents → select the agent
    • Verify the agent is set to "Active" not "Paused"
    • Check for error notifications or warnings
  2. Review Email Account Connection
    • Ensure the agent's email accounts are properly connected
    • Check for authentication errors
    • Verify sending limits haven't been reached

Incorrect Agent Responses

Symptoms:

  • Agent sending inappropriate or irrelevant responses
  • Misinterpreting prospect messages
  • Using incorrect information in communications

Solutions:

  1. Review Knowledge Base
    • Navigate to Agents → select the agent → Pitch
    • Update any outdated or incorrect information
    • Add more context for commonly misunderstood topics
  2. Check Response Templates
    • Navigate to Agents → select the agent → Fine Tune
    • Review and refine message templates
  3. Adjust AI Settings
    • Navigate to Agents → select the agent → Outreach
    • Modify tone, goals, timezone or language

Agent Escalating Too Frequently

Symptoms:

  • Constant notifications for human takeover
  • Agent handling fewer conversations independently
  • Unnecessary escalations for routine questions

Solutions:

  1. Update Escalation Criteria
    • Navigate to Agents → select the agent → Escalation
    • Review and adjust escalation triggers
    • Remove overly sensitive triggers
  2. Expand Knowledge Base
    • Navigate to Agents → select the agent → Pitch
    • Add more comprehensive information about common questions
    • Include more detailed objection handling guidelines
    • Provide additional context about products/services
  3. Review Recent Escalations
    • Analyze patterns in recent escalations
    • Identify knowledge gaps triggering unnecessary escalations
    • Update training data accordingly
  4. Adjust Confidence Threshold
    • Lower the confidence threshold for escalation
    • Allow the agent to handle more situations independently
    • Monitor quality closely during this adjustment period

Integration Challenges

Failed CRM Synchronization

Symptoms:

  • Data not appearing in your CRM
  • Error messages during sync attempts
  • Duplicate or missing records

Solutions:

  1. Check Authentication Status
    • Navigate to Integrations → your CRM
    • Verify the connection status is "Connected"
    • Re-authenticate if necessary
  2. Review Field Mapping
    • Navigate to Leads → Add Leads → Your CRM
    • Ensure required fields are properly mapped
    • Check for any field format mismatches

Calendar Integration Issues

Symptoms:

  • Meetings not appearing on calendar
  • Double-booked appointments
  • Time zone discrepancies

Solutions:

  1. Verify Calendar Connection
    • Navigate to Integrations → Google Calendar
    • Check connection status and re-authenticate if needed
    • Ensure the correct calendar is selected
  2. Check Calendar Permissions
    • Review permission settings in your calendar application
    • Ensure Alex has proper access to create/edit events
    • Verify event visibility settings
  3. Review Time Zone Settings
    • Navigate to Organization → Manage Organization → Time Zone
    • Ensure your time zone is correctly set
    • Check calendar-specific time zone settings
  4. Test Calendar Creation
    • Navigate to Leads → Select a lead → Schedule Meeting
    • Create a test event through the integration
    • Verify it appears correctly in both systems
    • Check for any syncing delays

Email Integration Problems

Symptoms:

  • Emails not appearing in Unibox
  • Sent emails not visible in normal email client
  • Missing email threads or conversations

Solutions:

  1. Check Email Account Connection
    • Navigate to Accounts
    • Verify authentication status
    • Re-connect the account if necessary
  2. Adjust Sync Settings
    • Modify the sync frequency and scope
    • Ensure you're not exceeding API limits
    • Try limiting the date range for initial sync
  3. Check for Filtering Rules
    • Review any email filters in your email provider
    • Ensure Alex's tracking emails aren't being filtered
    • Verify email forwarding settings if used

Data Sync Problems

Missing Lead Data

Symptoms:

  • Incomplete lead records
  • Missing fields or information
  • Enrichment not working properly

Solutions:

  1. Check Data Source
    • Verify the original data source has the missing information
    • Review import logs for errors
    • Check for field mapping issues during import
  2. Update Custom Fields
    • Check if the fields are properly created in Profile → Settings → Custom Fields
    • Ensure field types match the expected data
    • Verify field visibility settings

Account and Access Issues

Login Problems

Symptoms:

  • Unable to log in
  • Recurring session timeouts
  • Authentication failures

Solutions:

  1. Reset Password
    • Use the "Forgot Password" link
    • Check email (including spam folder) for reset instructions
    • Create a strong, new password
  2. Check SSO Configuration
    • If using single sign-on, verify SSO settings
    • Contact your IT department to check identity provider status
    • Try direct login if SSO is potentially the issue
  3. Clear Browser Cache
    • Clear cookies and cache in your browser
    • Try using incognito/private mode
    • Test with a different browser
  4. Check Account Status
    • Verify your account hasn't been suspended
    • Check for billing issues that might affect access
    • Contact your account administrator

Permission Restrictions

Symptoms:

  • Unable to access certain features
  • "Permission Denied" messages
  • Missing menu options

Solutions:

  1. Review Your Role
    • Navigate to Organization → Team → Members
    • Check your assigned role and its permissions
    • Request appropriate role changes from an admin
  2. Check Feature Access
    • Verify your subscription plan includes the feature
    • Check for module-specific permissions
    • Review any custom permission sets
  3. Team and Territory Restrictions
    • Check team-based access restrictions
    • Verify territory assignments if applicable
    • Review record ownership settings
  4. Request Access Review
    • Contact your Alex administrator
    • Specify exactly what you're trying to access
    • Provide business justification for access

Billing and Subscription Issues

Symptoms:

  • Features suddenly unavailable
  • Warnings about subscription status
  • Payment failure notifications

Solutions:

  1. Check Subscription Status
    • Navigate to Profile → Billing
    • Verify active status and expiration date
    • Review any pending renewal notices
  2. Update Payment Information
    • Navigate to Profile → Billing → Edit Payment Method
    • Verify card details are current
    • Update expiration date or add new payment method
  3. Review Usage Limits
    • Navigate to Profile → Usage
    • Check if you've exceeded plan limits
    • Review usage statistics
    • Consider upgrading if consistently near limits
  4. Contact Billing Support
    • Reach out to Alex billing support admin@try-alex.com
    • Provide account details and specific issues
    • Request invoice copies if needed

Getting Additional Help

If you've tried the solutions above and are still experiencing issues:

  1. Check Documentation
    • Search the Alex knowledge base for specific error messages
    • Review product documentation for your feature
    • Check for known issues in the status page
  2. Contact Support
    • Navigate to Help → In the footer click on Contact Us
    • Provide detailed description of the issue
    • Include steps to reproduce, screenshots, and error messages
    • Mention troubleshooting steps already attempted
  3. Join Community Forum
    • Connect with other Alex users in the community forum
    • Search for similar issues and solutions
    • Post your specific question if no solution is found
  4. Schedule Support Call
    • For urgent or complex issues, schedule a call with support
    • Prepare necessary information and access in advance
    • Be ready to share your screen if needed
Troubleshooting Overview
Find solutions to common issues with the Alex platform
Email Deliverability
Solving email sending, delivery, and inbox placement issues