Debugging Issues

Why Open Tickets Don’t Match Your Inbox Count

When you’re reviewing your workload, you might notice that the number of open tickets shown in the “Open Tickets” custom view is different from what you see in your Inbox folders or in All conversations. This is expected behaviour and is usually related to how Auto-labels are configured in your workspace. What’s happening? The “Open Tickets” view shows all conversations that match the criteria for being considered open, regardless of whether they appear in your inbox or not. However, some Auto-labels are configured to remove certain conversations from the inbox. For example, tickets automatically labeled as “Shipping-issues” might be hidden from your main inbox, but they are still open tickets and therefore still counted in the “Open Tickets” view. So: - Open Tickets view = all open tickets, including those moved out of the inbox by Auto-labels - Inbox / All conversations = only the conversations that are set to be shown in the inbox This is why the numbers don’t always match. How to change this behaviour If you want certain labeled tickets to appear (or not appear) in your inbox, you can adjust this from the Auto-label settings. Follow these steps: 1. Go to Settings. 2. Click on Autolabel. 3. Open the specific Autolabel you want to edit (for example, Marketing & Sales). 4. Look for the option: “Show in Inbox – Keep these conversations in your inbox. Uncheck to move them to an ‘Other’ view.” 5. Depending on your needs: - Checked ✅: Conversations with this label will stay in your inbox and count both in Open Tickets and in your Inbox/All conversations views. - Unchecked ⬜️: Conversations with this label will be moved to an “Other” view. They remain open, so they still appear and are counted in Open Tickets, but not in your inbox. When should I change this? - If you want all open tickets visible in your inbox: Make sure “Show in Inbox” is checked for the relevant Auto-labels. - If you want to keep some open tickets out of your main inbox (e.g., marketing, low-priority leads): Leave “Show in Inbox” unchecked. You’ll still see them in Open Tickets, but they won’t clutter your inbox. This gives you flexibility: you can keep your inbox focused on what matters most, while still maintaining an accurate overview of all open tickets via the “Open Tickets” view.

Meta inbox not showing or stuck?

In the off chance your Meta inbox stops showing, acting up or you just need to re-add it for any reason, please follow these steps: - Go to Settings > Inboxes > delete Meta inboxes - Double check that Commslayer is disconnected in Meta Business following these steps: - Go to Business Manager and click Settings - Select Integrations and then Connected apps - Commslayer should be on the list and just click to Remove - If multiple accounts are connected, click the link in the yellow box - Click View and edit in the Commslayer Meta app - Make sure all Pages and Accounts are checked in the list below

Basic Troubleshooting

Sometimes things don’t work as expected: pages don’t load correctly, buttons don’t respond, or the app behaves strangely. Before escalating an issue to our Support team, we strongly recommend trying this basic troubleshooting step: clearing the site data from your browser. This helps resolve many issues related to cached files and outdated local data. 📝 Note: These steps do not help if you are experiencing slowness or performance issues in the app. In those cases, please contact our Support team directly. How to clear site data (recommended first step) These steps are shown using a typical browser like Chrome or other Chromium-based browsers. 1. Open the web app in your browser. 2. Right-click anywhere on the page. 3. Click on Inspect - This will open the Developer Tools panel, usually on the right or bottom of your screen. 4. In the Developer Tools panel, look at the top bar of tabs (e.g. Elements, Console, Network, etc.). Click on the » arrows (chevrons) next to Elements to reveal more tabs. 5. Select the Application tab. 6. In the left sidebar, find the Storage section and click on Clear site data. 7. Click the Clear site data button. 8. Once completed, refresh the page (or close and reopen the tab). What happens when you clear site data? Clearing site data may: - Log you out of the app (you may need to sign in again) - Remove some locally stored preferences or cached resources - Force the app to reload fresh data, which often resolves display or loading issues When to contact Support You should contact Support if: - The issue persists after clearing site data and refreshing the page, or - You are experiencing slowness/performance issues in the app (in this case, you can skip this troubleshooting step and reach out directly). When contacting Support, please: 1. Include a short description of the problem. 2. Add screenshots if possible. 3. Mention whether you already tried clearing site data. This helps us investigate faster and provide a more accurate solution.

Your Gmail account has been rate limited Google

What this message means This banner indicates that Google is throttling or temporarily restricting sending activity from the connected Gmail/Google Workspace mailbox. In practice, this is most commonly triggered when the mailbox approaches or exceeds Gmail sending quotas, or when multiple tools/services are sending mail (or accessing Gmail) in parallel. Google Workspace Gmail sending limits are documented by Google (for example, 1000-2000 messages/day per user for most paid Workspace accounts, with additional recipient-based limits). Step 1 — If this is Google Workspace and you have admin access: review connected services (critical) If the mailbox is part of a Google Workspace domain and you (or your IT admin) have admin access, verify how many apps/services are connected and specifically which ones have Access to Gmail. Use Google’s “Manage connections between your Google Account and third parties” flow and click View connections. Provide this link to the Workspace admin: https://support.google.com/accounts/answer/13533235?hl=en#zippy=%2Csign-in-with-google What to do in the connections list - Go to Sign in with Google connections, then review each app/service. - Filter or look for entries that show Access to Gmail. - Remove access for anything unused, duplicated, or unknown. We regularly see Google restrict sending when multiple services are connected and attempting to send or access Gmail simultaneously. Reducing the number of Gmail-authorized services can materially reduce throttling risk (and is also a security best practice). Step 2. Are you sending marketing emails from the same address? If yes, stop sending marketing from the same mailbox (or separate marketing vs transactional/support sending). 3) Do you have CSAT enabled for email? If yes, temporarily disable to test whether rate-limiting stops, or move sending off Gmail (below). Recommended solution (most reliable at scale) Move sending to Commslayer-managed sending (through our servers). This requires setup on both sides, but it’s the most reliable way to avoid Google rate limits at your volume—especially if you are near ~1,000–2,000 emails/day and/or combining support + marketing + CSAT from the same domain/address.