Overview:
If emails or chat transcripts aren’t logging to your lead/deal records, verify your integration setup and connection status.
Steps:
Go to Settings → Integrations.
Under Email Integration, confirm your SMTP/IMAP or API credentials are valid and connected.
For chat (website widget), ensure the widget script is present on your site and the domain matches.
In Leads & Deals, open a record and check the Emails or Chats tab for recent activity.
If missing, click Reconnect or Re‑authorize the integration.
Tips & Best Practices:
Use a dedicated email alias (e.g., [email protected]) for inbound email parsing.
Periodically re‑authorize API tokens before they expire (often annually).
Troubleshooting / FAQs:
Q: No new emails are appearing.
A: Check that your email server allows Laywork’s IPs and isn’t blocking via firewall.
Q: Chat widget loads but messages don’t attach.
A: Verify the lead record’s domain matches the widget’s allowed domains in integration settings.