Integration Troubleshooting

Integrations are vital to the Alex platform's ability to work seamlessly with your existing tech stack. This guide helps you identify and resolve common integration issues with CRMs, calendars, email services, and other connected systems.

CRM Integration Issues

Connection Problems

Symptoms:

• "Connection Failed" error messages
• Unable to complete OAuth process
• Previously working connection stopped functioning
• Data not syncing between systems

Solutions:

1. Check Authentication Status
   • Navigate to Integrations → CRM → your CRM
   • Verify the connection shows "Connected" status
   • Look for error messages or warnings
2. Re-Authenticate Connection
   • Click Disconnect and Connect on the integration card
   • Follow the authentication flow completely
   • Ensure you're using an account with admin/API privileges
   • Accept all required permission scopes
3. Check API Limits
   • Review your CRM's API usage dashboard for rate limiting
   • Reduce sync frequency if hitting limits
   • Consider upgrading CRM plan if consistently limited
4. Verify Firewall/IP Settings
   • Ensure your CRM allows connections from Alex's IP ranges
   • Check for IP allowlisting requirements
   • Review security settings that might block API access
   • Consult with IT if corporate firewalls are in place

Missing Records or Fields

Symptoms:

• Certain records not appearing in the destination system
• Specific fields not syncing properly
• Inconsistent sync behavior

Solutions:

1. Review Field Visibility
   • Ensure fields are visible/accessible via API
   • Check CRM field-level security settings
   • Verify API user has access to all required fields
   • Test with system administrator account if needed
2. Examine Custom Field Configuration
   • Navigate to Profile → Settings → Custom Fields
   • Ensure custom fields are properly configured in both systems
   • Check for API names vs. display names discrepancies
   • Verify custom field types are compatible
3. Import Again Problematic Records
   • Identify specific problem records
   • Use Leads → Add Leads → CRM
   • Select records and click Import
   • Monitor results of targeted import

Calendar Integration Issues

Calendar Connection Problems

Symptoms:

• Unable to connect calendar service
• "Authentication Failed" messages
• Previously working calendar disconnected
• Calendar events not appearing

Solutions:

1. Verify Authentication Status
   • Navigate to Integrations → Google Calendar
   • Check connection status indicator
   • Look for specific error messages
2. Re-Authenticate Calendar
   • Click Disconnect and Connect on the calendar integration card
   • Complete OAuth flow with calendar provider
   • Ensure all required permissions are granted
   • Use the primary account for the calendar
3. Check Calendar Permissions
   • Verify the connected account has proper calendar access
   • For shared calendars, ensure explicit sharing permissions
   • Check for any recent permission changes
   • Test with calendar owner account if possible
4. Review Service Status
   • Check calendar provider's status page (Google, Microsoft, etc.)
   • Verify no ongoing service disruptions
   • Wait and retry if temporary outage is detected

Meeting Scheduling Issues

Symptoms:

• Meetings not appearing on calendar
• Double-booked appointments
• Incorrect meeting details
• Timezone discrepancies

Solutions:

1. Check Calendar Selection
   • Navigate to Integrations → Google Calendar
   • Verify correct calendars are selected for scheduling
   • Ensure read/write access for selected calendars
   • Test with a primary calendar if sub-calendars not working
2. Test Event Creation
   • Use Lead → Select a lead → Schedule Meeting
   • Create a test event and verify it appears correctly
   • Check for any error messages during creation
   • Verify event details match what was specified
3. Fix Timezone Handling
   • Navigate to Organization → Manage Organization → Timezone
   • Ensure system timezone matches your working timezone
   • Check for daylight saving time handling issues

Calendar Sync Delays

Symptoms:

• Events not appearing immediately
• Lag between systems when events are created/modified
• Inconsistent sync behavior

Solutions:

1. Check Sync Frequency
   • Navigate to Integrations → Google Calendar
   • Verify sync interval settings (higher frequency = less delay) from Google Calendar API
   • Temporarily increase sync frequency for critical periods
   • Be mindful of API rate limits with very frequent syncing
2. Force Manual Sync
   • Use Integrations → Google Calendar → Disconnect and Connect
   • Wait for sync process to complete
   • Verify events after manual sync
   • Check sync logs for any failures

Email Service Integration Issues

Email Provider Connection

Symptoms:

• Unable to connect email service
• Authentication errors
• Emails not sending or receiving
• Connection drops intermittently

Solutions:

1. Verify Authentication Status
   • Navigate to Accounts
   • Check connection status for each account
   • Look for specific error messages
   • Try sending a test email to verify functionality
2. Re-Authenticate Email Service
   • Click Disconnect and Connect on the email account
   • Complete the authentication flow
   • Ensure all required permissions are granted
   • Check for any new security requirements from provider
3. Address Security Restrictions
   • Check for new security policies in your email provider
   • Verify App Passwords if 2FA is enabled (Gmail, etc.)
   • Check for suspicious activity alerts in email account
   • Review OAuth consent screen for expired authorizations
4. Configure Service-Specific Settings
   Gmail/Google Workspace:
   • Check for Less Secure Apps restrictions
   • Verify OAuth consent screen configuration
   • Check for any Google security alerts

IMAP/SMTP Services:

• Verify correct server addresses and ports
• Check SMTP authentication requirements
• Test with encryption settings (SSL/TLS)