FAQ & Troubleshooting¶
The email integration is an advanced add-on with many moving parts. Errors are logged in the Web Server and/or Task Handler log. Always check the logs first!
Is SMTP Insecure? - Why Do We Need the SMTP.Send Permission?¶
The service Lime CRM uses to connect to the email server uses a modern SMTP authentication method called XOAUTH2, which works with OAuth 2.0 access tokens. This method ensures secure email sending through Transport Layer Security (TLS) and standard SSL encryption.
For more information regarding SMTP AUTH, see SMTP submission (SMTP AUTH) in Exchange Online.
Why Do We Need a User With Delegated Access to the Mailbox?¶
The email integration uses Microsoft's Delegated Permission model. This requires one user from the customer's domain, who has mailbox access, to consent to the email integration accessing the same mailbox. This user effectively grants permission for the email integration to access the mailbox, but they are not involved in sending or receiving emails.
It is important to note that this user does not have to be a Lime user; it just needs to be a Microsoft user with access to the shared mailbox. The customer can choose whether this user is a personal account or a service account, depending on what works best for them.
The credentials for this account do not need to be shared with Lime Technologies during the installation. A system administrator in Lime CRM can do the authentication themselves. Multi-Factor Authentication is supported.
We use this model because of our third-party service and its integration with OAuth and because it gives the customer more flexibility and control over which users have access to the mailbox.
For more information about permissions and consent, see: Microsoft Permissions and Consent Overview.
Mark as Read Action on Conversation Object Is Not Visible or Not Clickable¶
Ensure that the limepkg-standard-actions package is added as a dependency to your solution.
Why Do I Need to Have an Email Address on My Coworker When I Send an Email From Lime CRM?¶
Emails sent from Lime CRM are dispatched through the monitored account. However, when an email is sent from Lime CRM, one follower is created for you. Followers are uniquely identified based on the email address, so an email address must be available on your coworker for use on follower.
Is Object Access Supported for Text Snippets?¶
Yes! Text snippets are retrieved using Lime Query which in turn supports object access.
Merge Codes Are Not Populated Correctly¶
- Verify all merge codes: Verify that the merge codes correspond to valid field names on the current limetype.
- Confirm the starting position: The text snippet merge codes and the automatic reply merge codes begin on the conversation object, while the email signature merge codes begin on the coworker object.
Exchange Online Certificates¶
Exchange Online uses certificates issued by trusted Certificate Authorities (CAs), which are widely recognized and included in most operating systems' root certificate stores. If EmailEngine encounters certificate errors when connecting to Exchange Online, check for proxies or firewalls that may intercept traffic and replace the server's certificate with their own.
Troubleshooting Network Interception¶
If you suspect a proxy or firewall is intercepting traffic, inspect the certificate presented by Exchange Online using tools like openssl:
openssl s_client -connect outlook.office365.com:993 -showcerts
openssl s_client -connect smtp.office365.com:587 -showcerts
Confirm the certificate is issued by a trusted CA, such as "DigiCert". If the certificate is replaced by a proxy or firewall's certificate, see below:
Handling Certificate Errors¶
If EmailEngine encounters certificate validation errors:
- If your proxy or firewall intercepts secure traffic, ensure it uses certificates from a trusted CA or disable interception.
- Allow Insecure Certificates: As a last resort, you can allow insecure certificates for IMAP/SMTP by enabling the corresponding option in EmailEngine to bypass certificate validation. Caution: This is not recommended for production environments, as it reduces security! The setting can be found in the EmailEngine admin panel under Configuration > Service > Security Settings > Allow Insecure Certificates for IMAP/SMTP.
Emails With Plus Addressing Are Not Delivered¶
In some networks emails with plus addressing are blocked due to e.g. a spam filter or proxy / firewall in front of the email server hosting the monitored email account. This could either block every sender, or just senders from external email domains. The sender will receive an undeliverable email as shown below.
Plus addressing is one of two methods to identify existing conversations in Lime CRM. If this is blocked for you, we recommend to use the subject method instead.
Recover Failed Emails¶
Here are some common causes of email import failures and how to resolve them:
- Configuration issues
- Check the email configuration in Lime Admin for any misconfigurations.
- Update the configuration if needed and re-run the sync email process.
- Size limitations
- Some emails may exceed the size limits of the integration settings, which is set in the application configuration, it defaults to 25 MB. Adjust the configuration to the same limit as the capabilities of the mail server.
-
Email-related failures
Some issues may not be resolvable through configuration and will require manual intervention. For example:
- Corrupted attachments: The email may have damaged files that can't be processed.
- Unsupported formats or size of the email or any included attachments.
- Other issues that exceed email integration's capabilities.
Steps for Manual Intervention¶
- Open the email in the inbox using your email client (e.g., Outlook, Gmail, or similar).
- Review the email to identify potential issues, such as corrupted attachments or oversized files.
- Add the attachments or content manually to Lime CRM using the web client.
- You can start a direct conversation with the original sender from Lime CRM.
When to Contact Support¶
If you encounter recurring or complex issues that require manual intervention, contact your Lime support team with details of the issue.
Email Loops¶
The email integration has measurements in place to protect against email loops. However, they can still happen.
Break the Loop¶
You need to temporally pause the automatic replies from Lime CRM. This can be done by disabling the automatic reply feature in Lime Admin for the affected account. The next automatic reply from the customer will be imported without our own automatic reply, at which point the loop is broken. When you see that conversation in Lime CRM, you can re-enable automatic replies again.
Clean Up¶
The loop will have created duplicated conversations and conversation parents (e.g. tickets) in Lime CRM. You want to delete all of these, except for the first one. Therefore, go to the table explorer (of conversations and/ or conversation parents), filter on the subject, sort by date and delete all but the original.
Prevent Future Loops¶
Contact the person who caused the loop and make them aware of the missing headers in their automatic replies.