When using the Pipedrive web app, you may run into some performance issues that may prevent you from having a seamless sales process. We’ve provided a few troubleshooting tips in this article that you can test out if you run into any technical issues while using Pipedrive.
<hr>
<h2>
 <a name="for-general-troubleshooting"></a>For general troubleshooting 
</h2>
<ul>
<li><a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">Clear the cache and cookies</a> of your browser.</li>
<li>Test to see if the issue persists in an incognito window and other browsers. </li>
<li>Reach out to support <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">here</a>. </li>
</ul>
<hr>
<h2>
<a name="if-pipedrive-is-being-slow"></a>If Pipedrive is being slow</h2>
<ul>
<li>Refresh the page of your browser.</li>
<li>Log in and log out of your Pipedrive account.</li>
<li>Make sure your browser is updated to the latest version. You can see if you are on the latest version of your browser <a href="https://updatemybrowser.org/" target="_blank" rel="noreferrer noopener">here</a>. </li>
<li><a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">Clear the cache and cookies</a> of your browser.</li>
<li>Log in to Pipedrive with another browser. You can read about what browsers work best with Pipedrive in <a href="https://support.pipedrive.com/en/article/which-browser-is-best-for-pipedrive" target="_blank" rel="noreferrer noopener">this article.</a>
</li>
<li>Connect your computer to another network. This will rule out any network issues that could be causing the slowness.</li>
<li>Log in to Pipedrive on another computer. This will rule out any device issues that could be causing the slowness.</li>
</ul>
<hr>
<h2>
<a name="if-your-data-appears-to-be-missing"></a>If your data appears to be missing</h2>
<ul>
<li>Check to see if you have any <a href="https://support.pipedrive.com/en/article/filtering" target="_blank" rel="noreferrer noopener">filters</a> applied to your Pipedrive account. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-20_at_3.35.25_PM.png" alt="Screen_Shot_2019-05-20_at_3.35.25_PM.png" width="401" height="62"> <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_3.16.49_PM.png" alt="Screen_Shot_2019-05-17_at_3.16.49_PM.png" width="400" height="55"> 
</li>
<li>Clear out Pipeline View filters and select the correct pipeline: <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-21_at_11.50.46_AM.png" alt="Screen_Shot_2019-05-21_at_11.50.46_AM.png" width="400" height="74"> 
</li>
</ul>
<ul>
<li>Data could appear to be missing from your Pipedrive account depending on the <a href="https://support.pipedrive.com/en/article/visibility-groups" target="_blank" rel="noreferrer noopener">visibility settings</a> that your admin user has set up for your Pipedrive company account. You can reach out to an admin user in your account to see what the visibility settings are in your company account. </li>
<li><a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">Clear the cache and cookies</a> of your browser.</li>
<li>Check to see if any browser extensions are interacting with Pipedrive. By logging in to Pipedrive with an incognito window, you will be able to see if one of your extensions is causing any issues.</li>
</ul>
 If you are still having issues with your Pipedrive account, reach out to our support team <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">here</a>.

Troubleshooting: Pipedrive web app

for-general-troubleshooting

For general troubleshooting

if-pipedrive-is-being-slow

If Pipedrive is being slow

if-your-data-appears-to-be-missing

If your data appears to be missing

When using the calendar sync feature in Pipedrive, you may run into some technical issues. It's recommended that you ensure your calendar sync feature is active before following the steps outlined in this article. 
<hr>
<h2>
<a name="if-activities-are-not-showing-up"></a>If activities are not showing up</h2>
<ul>
<li> Check for any filters. In the list view under your Activities tab, check to see if there are any filters applied. To clear out any existing filters, switch over to Owners &gt; Everyone under the filters button in the top right corner. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-20_at_3.35.25_PM.png" alt="Screen_Shot_2019-05-20_at_3.35.25_PM.png" width="504" height="78"> To clear out any activity type filters, click on ALL in the top left corner. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_3.16.49_PM.png" alt="Screen_Shot_2019-05-17_at_3.16.49_PM.png" width="502" height="69"> </li>
<li>Create a test activity in your third-party calendar provider and see if shows up in Pipedrive and vice versa. Only new and updated activities will be synced over by the calendar sync feature, meaning any activities created before the sync has been initiated will not be synced over. </li>
<li>
Check the settings of your calendar sync. To do this you can go to Personal preferences &gt; <a href="/settings/calendar-sync">Calendar sync</a>. It is recommended to confirm that the correct calendar, sync type and synced activity types are selected so that the correct information is transferred over to and from your third-party calendar provider.<img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-20_at_4.50.28.png" alt=""> 
</li>
<li>Clear the cache and cookies of your browser. To learn how to do this, click <a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">here</a>. </li>
<li>Disconnect and reconnect your calendar sync. To do this, go to Personal preferences &gt; <a href="/settings/calendar-sync">Calendar sync</a> and click on the "Stop syncing" button. When reconnecting, click on "Add new account" rather than Reconnect. This will require you to re-enter the credentials of your account and therefore reauthenticate your connection. You will then be given the window to set up your calendar sync with your preferred settings. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-20_at_4.25.25_PM.png" alt="Screen_Shot_2019-05-20_at_4.25.25_PM.png" width="404" height="51">
</li>
</ul>
<h2>
 <a name="if-your-calendar-sync-is-only-syncing-one-way"></a> If your calendar sync is only syncing one-way</h2>
<ul>
<li>Check the settings of your calendar sync. To do this, go to Personal preferences &gt; <a href="/settings/calendar-sync">Calendar sync</a> and check the sync direction under Select sync type. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-20_at_5.22.10_PM.png" alt="Screen_Shot_2019-05-20_at_5.22.10_PM.png" width="399" height="151"> 
</li>
</ul>
<hr>
<h2>

 <a name="if-activities-are-being-duplicated"></a> If activities are being duplicated</h2>
<ul>
<li>
If duplicates are being created for all activities synced over from your third-party calendar provider, disconnect your calendar sync by going to Tools and apps &gt; <a href="/settings/calendar-sync">Calendar sync</a>, clicking on the Stop sync button and reaching out to support by following the instructions <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">here</a>. </li>
</ul>
 If you are still having issues with your calendar sync, reach out to Pipedrive support for further by following this link <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">here</a>. Any ongoing incidents will be posted on the Pipedrive status page, which you can find <a href="https://status.pipedrive.com/" target="_blank" rel="noreferrer noopener">here</a>. 
<hr>
<h2>
</h2><a name="C4IamCs"></a>Issues fetching your calendars 

If you use Microsoft Exchange for your calendar sync and also have the 2FA feature enabled, you could run into this error while trying to set up our calendar sync. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-05-31%20at%2011.07.29.png" alt="calendar sync error"></figure>
To fix this problem, you will need to generate an app password specifically for the calendar sync in Pipedrive. Log in to your Microsoft account and go to Security &gt; Advanced Security Options.
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-05-31%20at%2011.49.43.png" alt="microsoft advanced security options"></figure>
Select Create a new app password. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-05-31%20at%2011.49.25.png" alt="microsoft app passwords"></figure>
Copy the generated app password into the Add account section on Pipedrive's calendar sync settings page. 
<figure><img src="https://kb-cms.pipedriveassets.com/Markup%202021-05-31%20at%2011.50.46.png" alt="generate app password"></figure>
<hr>
<h2>Issues with insufficient permissions<a name="issues-with-insufficient-permissions"></a></h2>
You could encounter issues with not being able to sync your external calendar with Pipedrive if the required permissions are not selected during the authentication steps or your IT admin has disabled read/write permissions on your company calendar account. 
<center><figure><img src="https://lh4.googleusercontent.com/N88UdEou_mnlKTfKL7m5tmkQ3pMVcvMFb6wyu7F1T0_cvVbWWol4O0qcAdjVv67RODYhmJBVvGEUlm6LSim8NLjOK34v-SdT8neHf_ytQJxmKSZ2TeU5tlrZG1CMKpf46gyNay2d" width="454" height="334" alt=""></figure>
 
</center>

You can fix the issue by following the steps below: 
<ol><li dir="ltr">Ensure that you have given Pipedrive permission to access your calendar during the steps of connection. For example, in Google, you have the option to check the permission box.
<center><img src="https://kb-cms.pipedriveassets.com/Markup%20on%202021-11-18%20at%2017%3A49%3A36.png" alt=""> </center> </li><li dir="ltr">If you are using a Google account, then remove all your Pipedrive permissions from the linked Google account (https://myaccount.google.com/permissions) to start fresh. Go back to your Pipedrive calendar-sync <a href="https://app.pipedrive.com/settings/calendar-sync" target="_blank" rel="noreferrer noopener"> Settings page</a> and restart the connection process by clicking on "Add new account".</li><li dir="ltr">If the error persists, then you would need to reach out to the mail/IT admin in your organization. There could be specific permissions on Google or Microsoft where third-party apps (like Pipedrive) are not permitted to read/update the calendar. Request your admin to disable these permissions.</li></ol>

Troubleshooting the calendar sync feature

if-activities-are-not-showing-up

If activities are not showing up

if-your-calendar-sync-is-only-syncing-one-way

If your calendar sync is only syncing one-way

if-activities-are-being-duplicated

If activities are being duplicated

issues-with-insufficient-permissions

Issues with insufficient permissions

<div class="support-note success primary">Note: If you're not able to initiate contact sync, please make sure the ”add people“ and ”add organizations“ permissions are enabled in <a href="https://support.pipedrive.com/article/permission-sets" target="_blank" rel="noreferrer noopener">global permissions.</a> </div>
When using the contact sync feature, you may run into some technical issues. It is recommended that you ensure your contact sync feature is active before following the troubleshooting steps outlined below. 
<hr>
<h2>If contacts are missing...<a name="if-contacts-are-missing"></a></h2>
<ul>
<li>Check for any filters. In the list view under your people contacts tab, check to see if there are any filters applied. To clear out any existing filters, switch over to Owners &gt; Everyone under the filters button in the top right corner. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_4.56.54_PM.png" alt="Screen_Shot_2019-05-17_at_4.56.54_PM.png" width="301" height="71"> 
</li>
<li>
Check ownership of contacts. Only contacts that you are the owner of will sync with your third-party contact provider. You can check to see which contacts you own by going to the list view of your people contacts and selecting your name under the filter icon. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_4.59.28_PM.png" alt="Screen_Shot_2019-05-17_at_4.59.28_PM.png" width="300" height="201"> 
</li>
<li>
Check the settings of your contact sync. To do this you can go to Settings &gt; Personal preferences &gt; <a href="https://craft-kb.pipedrive.tools/settings/contact-sync">Contact sync</a><a href="/settings/contact-sync"></a>. It is recommended to confirm that the correct Group of contacts and Sync direction is selected. If One-way is selected, contacts from your contact provider will show up in Pipedrive, but not the other way around. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_5.04.57_PM.png" alt="Screen_Shot_2019-05-17_at_5.04.57_PM.png" width="500" height="322"> 
</li>
<li>Disconnect and reconnect your contact sync. To do this, go to Settings &gt; Personal preferences &gt; <a href="https://craft-kb.pipedrive.tools/settings/contact-sync">Contact sync</a> &gt; Stop sync. When reconnecting, click on "Add new account" rather than reconnect. This will require you to re-enter the credentials of your account and therefore reauthenticate your connection. You will then be given the window to set up your contact sync with your preferred settings. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_5.20.37_PM.png" alt="Screen_Shot_2019-05-17_at_5.20.37_PM.png"> 
</li>
</ul>
Note: The contact sync takes about 15 minutes to fully sync after it has been re-synced. 
<hr>
<h2>If contacts are not being updated<a name="if-contacts-are-not-being-updated"></a></h2>
<ul>
<li> Clear the cache and cookies of your browser. To learn how to do this, click <a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">here</a>.</li>
<li>
 Check the settings of your contact sync. To do this you can go to Settings &gt; Personal preferences &gt; <a href="https://craft-kb.pipedrive.tools/settings/contact-sync">Contact sync</a><a href="/settings/contact-sync"></a>. It is recommended to confirm the correct Group of contacts and Sync direction is selected. Only contacts that are under the synced folders will be updated. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_5.04.57_PM.png" alt="Screen_Shot_2019-05-17_at_5.04.57_PM.png" width="500" height="322"> 
</li>
<li>
 Disconnect and reconnect your contact sync. To do this, go to Settings &gt; Personal preferences &gt; <a href="https://craft-kb.pipedrive.tools/settings/contact-sync">Contact sync</a> and click on the "Stop sync" button. When reconnecting, click on "Add new account" rather than Reconnect. This will require you to re-enter the credentials of your account and therefore reauthenticate your connection. You will then be given the window to set up your contact sync with your preferred settings. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-17_at_5.20.37_PM.png" alt="Screen_Shot_2019-05-17_at_5.20.37_PM.png"> 
</li>
</ul>
<hr>
<h2>If contacts are being duplicated<a name="if-contacts-are-being-duplicated"></a></h2>
<ul>
<li>
 Merge existing duplicates with our Merge Duplicates feature. To learn more about this feature, click <a href="https://support.pipedrive.com/en/article/merge-duplicates" target="_blank" rel="noreferrer noopener">here</a>.
</li>
<li>If duplicates are being created for all contacts synced over from your third-party contact provider, disconnect your contact sync by going to Settings &gt; Personal preferences &gt; <a href="https://app.pipedrive.com/settings/contact-sync" target="_blank" rel="noreferrer noopener">Contact sync</a> and click on the "Stop sync" button and reach out to support by following the instructions <a href="https://support.pipedrive.com/hc/en/articles/115005875565-How-can-I-contact-Pipedrive-Support-" target="_blank" rel="noreferrer noopener">here</a>. </li>
</ul>
 If you are still having issues with your contact sync, reach out to Pipedrive support for further information by following this link <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">here</a>. If there are any ongoing technical issues that may be affecting the status of the contact sync feature, they will be posted on the <a href="https://status.pipedrive.com/" target="_blank" rel="noreferrer noopener">Pipedrive status page</a>.

Troubleshooting: contact sync feature

if-contacts-are-missing

If contacts are missing...

if-contacts-are-not-being-updated

If contacts are not being updated

if-contacts-are-being-duplicated

If contacts are being duplicated

<div style="text-align: justify" class="support-note success primary">Attend our webinar <a href="https://app.livestorm.co/pipedrive/email-sync-webinar" target="_blank" rel="noreferrer noopener">How Email Sync works in Pipedrive</a> for a live demonstration and Q&amp;A from our support team.</div>
When using the <a href="https://support.pipedrive.com/en/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> feature in Pipedrive, you may run into some technical issues. It's recommended that you ensure your email sync is active before following the steps outlined in this article.
Learn more about our <a href="https://www.pipedrive.com/en/features/crm-email-integration">CRM email integration</a>
<hr>
<h2 style="text-align: justify">
<a name="if-you-are-unable-to-authenticate-your-email-sync"></a>If you are unable to authenticate your email sync</h2>
This could happen if your email credentials or server settings for your domain were changed. If any of those are changed while the sync is active, the email authentication will fail. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202022-07-05%20at%2017.32.40.png" alt=""></figure>
<figure><img src="https://kb-cms.pipedriveassets.com/Markup%20on%202022-07-05%20at%2017%3A34%3A40.png" alt=""></figure>
<ul><li>Check if your credentials and server settings are still the same. If they are the same, click on Re-authenticate and our system will try to fetch your data automatically. If your credentials or server settings changed, you will need to re-enter them.</li><li>Disconnect and reconnect your email sync. To do this, click the "Remove account" button. Then, click on "Add new account". This will require you to re-enter your email account credentials and, therefore, re-authenticate your email connection. This won't delete already synced emails. </li>
</ul>
<hr>
<h2 style="text-align: justify">
<a name="if-you-are-unable-to-send-out-emails-from-pipedrive"></a>If you are unable to send out emails from Pipedrive</h2>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/_cantsendemsils.png" alt="_cantsendemsils.png" width="400" height="151"></figure>
<ul>
<li>Ensure that the recipient's email doesn't contain unsupported characters such as: \ / " : &lt; &gt; | * ´ ` ~ ^</li><li>Clear the cache and cookies of your browser. Learn how to do this in <a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">this article</a></li><li>Try a different browser. This will rule out browser-related issues that could be causing syncing problems. Learn which browsers work best with Pipedrive in <a href="https://support.pipedrive.com/en/article/which-browser-is-best-for-pipedrive" target="_blank" rel="noreferrer noopener">this article</a>.</li>
<li>
Disconnect and reconnect your email sync. To do this, go to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync">Email sync</a>, and click the "Stop Syncing" button. <img src="https://kb-cms.pipedriveassets.com/Markup%20on%202022-07-05%20at%2017%3A46%3A03.png" alt=""> When reconnecting, click on "Add another account" rather than Reconnect. This will require you to re-enter your email account credentials and, therefore, re-authenticate your email connection. 
</li>
</ul>
<hr>
<h2 style="text-align: justify">
<a name="if-emails-are-not-populating-in-your-pipedrive-inbox-sent-section-from-your-email-client"></a>If emails are not populating in your Pipedrive inbox/sent section from your email client</h2>
<ul>
<li>
Check for any filters. In your Inbox or Sent folder, check to see if you have any filters applied that could prevent you from seeing your synced emails. <img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-03-04%20at%2012.53.21.png" alt="Email filter"> Check the Labels setting of your email integration. Only the emails under the labels selected here will sync with your Pipedrive account. </li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/email%20labels%202.png" alt=""></figure>
<ul><li>Clear the cache and cookies of your browser. Learn how to do this in <a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">this article</a>.</li>
<li>Try a different browser. This will rule out browser-related issues that could be causing syncing problems. Learn which browsers work best with Pipedrive in <a href="https://support.pipedrive.com/en/article/which-browser-is-best-for-pipedrive" target="_blank" rel="noreferrer noopener">this article</a>.</li>
<li>
Disconnect and reconnect your email sync. To do this, go to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync">Email sync</a>, and click the "Stop Syncing" button. <img src="https://kb-cms.pipedriveassets.com/Markup%20on%202022-07-05%20at%2017%3A46%3A03.png" alt=""> When reconnecting, click on "Add another account" rather than Reconnect. This will require you to re-enter your email account credentials and, therefore, re-authenticate your email connection. 
</li>
</ul>
<hr>
<h2 style="text-align: justify">
<a name="if-emails-are-not-showing-up-in-the-detail-view-of-your-deals-leads-projects-or-contacts"></a>If emails are not showing up in the detail view of your deals, leads, projects or contacts</h2>
<ul>
<li>
Check to see if the email threads are linked to deals/contacts from your Pipedrive Inbox/Sent box. To see if the email threads are linked to deals, you can open up a thread and look in the top-right corner </li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/link%20email.png" alt=""></figure>
<ul><li>Clear the cache and cookies of your browser. Learn how to do this in <a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">this article</a>.</li>
</ul>
If you are still having issues sending out emails, reach out to Pipedrive support for further information by following this link <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">here</a>.
If there are any ongoing technical issues that may be affecting the status of the email sync feature, they will be posted on the <a href="https://status.pipedrive.com/" target="_blank" rel="noreferrer noopener">Pipedrive status page</a>. 
Learn more about <a href="https://www.pipedrive.com/en/roles/crm-support">CRM support</a>

Troubleshooting: email sync feature

if-you-are-unable-to-authenticate-your-email-sync

If you are unable to authenticate your email sync

if-you-are-unable-to-send-out-emails-from-pipedrive

If you are unable to send out emails from Pipedrive

if-emails-are-not-populating-in-your-pipedrive-inbox-sent-section-from-your-email-client

If emails are not populating in your Pipedrive inbox/sent section from your email client

if-emails-are-not-showing-up-in-the-detail-view-of-your-deals-leads-projects-or-contacts

If emails are not showing up in the detail view of your deals, leads, projects or contacts

Pipedrive doesn't have a separate desktop app and can only be used online within a web browser. However, both the Pipedrive iOS and Android mobile apps allow for working offline.
Any changes made without an internet connection to the mobile apps will be updated in the Pipedrive database once you have connected to the internet again. 

<div class="support-note success primary">Note: Offline and online modes can't be toggled on mobile apps, they will default to online mode if there is an internet connection available. If your device is connected to the internet but your mobile app is still in offline mode, please contact our <a href="https://support.pipedrive.com/contact-us" target="_blank" rel="noreferrer noopener">support team</a>. </div>

Can Pipedrive be used offline?

<div class="support-note success primary">Note: Email raw source data can’t be found in your Pipedrive account, it must be gathered from your email account. </div>
Occasionally, our support team may need you to send an email’s raw source to help troubleshoot email issues. 
Below are instructions for the most common providers – Gmail and Outlook.
<hr>
<h2 style="text-align: justify">Gmail raw source<a name="gmail-raw-source"></a></h2>
Gmail raw source can be found by opening an email, clicking the “...” on the options bar and selecting “show original.” 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Raw%20source%202.jpg" alt=""></figure>
<hr>
<h2 style="text-align: justify">Outlook raw source<a name="outlook-raw-source"></a></h2>
Outlook raw source can be accessed by selecting a message and clicking “...” &gt; View &gt; View messages details <figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Raw%20source%203.jpg" alt=""></figure>

<div style="text-align: justify" class="support-note success primary">Note: Source data is only available for messages received in Outlook, not sent from it. </div>

Viewing the raw source of my emails in Pipedrive

gmail-raw-source

Gmail raw source

outlook-raw-source

Outlook raw source

Let's say that instead of working with deals you'd prefer to be working with projects. While terms like deals and people can't be natively replaced in Pipedrive, there is a free third-party workaround that may accomplish what you seek. 
Try downloading a plugin called <a href="https://chrome.google.com/webstore/detail/word-replacer-ii/djakfbefalbkkdgnhkkdiihelkjdpbfh" target="_blank" rel="noreferrer noopener">World Replacer II</a> for the Google Chrome browser. Here is how to set it up:<a href="http://screencast.com/t/9AGeliqWUlO" target="_blank" rel="noreferrer noopener"> </a>
<figure><img src="https://kb-cms.pipedriveassets.com/00000283.png" alt=""></figure>

Can I replace the Pipedrive terms (such as deal or contact person) into something else?

When using the <a href="https://support.pipedrive.com/article/pipedrive-integration-facebook-messenger" target="_blank" rel="noreferrer noopener">Facebook Messenger integration</a>, you may run into some issues that may interfere with your customer communications. In this article, we provid a few troubleshooting tips in case you run into any technical issues while using the Facebook Messenger integration.
<hr>
<h2 style="text-align: justify">The installation of Facebook Messenger integration couldn't be completed<a name="the-installation-of-facebook-messenger-integration-couldn-t-be-completed"></a></h2>
You tried to integrate the Facebook Messenger app with Pipedrive and received an error message. A few possible causes are: 
Someone else connected the Facebook page
The Facebook page you tried to connect to your company account has already been connected in private mode by another admin user.
<figure><img src="https://kb-cms.pipedriveassets.com/e24e25b1-bdc1-4001-8a43-7f0e20e8fef2.png" alt=""></figure>
You can only integrate one Facebook Messenger per account once. 
How to fix this:
Ask the admin who installed the integration to:
<ol><li>Change the app visibility setting to "Shared". To do that, the admin needs to go to Tools and apps &gt; <a href="https://app.pipedrive.com/settings/facebook_messenger" target="_blank" rel="noreferrer noopener">Messaging</a> and change the visibility from "Private" to "Shared".</li><li>Uninstall the Facebook Messenger app from your company's account and try to reconnect it to the Facebook page. Learn how to uninstall the integration in <a href="https://support.pipedrive.com/article/pipedrive-integration-facebook-messenger" target="_blank" rel="noreferrer noopener">this article</a>.</li></ol>
I can't connect my Facebook page to a new company account
A Facebook page can only be connected to one Pipedrive company account. If the Facebook page is already connected to a company account, it cannot be connected to a new account. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-11-29%20at%2012.19.59.png" alt=""></figure>
How to fix this: 
<ul><li>Uninstall the Facebook page from its respective Pipedrive company page. If you don't have access to that company account, ask another admin to disconnect the Facebook page.</li></ul>
Or
<ul><li>Uninstall the Pipedrive Messenger app from the Facebook settings page. Once the Pipedrive Messenger app is disconnected, try reconnecting it within Pipedrive.</li></ul>
Missing permissions 
Note that You need to grant all permissions to the Facebook Messenger app during the installation flow. If you don't accept all, you will see the following error message:
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-11-29%20at%2012.19.32.png" alt=""></figure>
How to fix this:
<ul><li>Go over the integration flow again, click the "Connect" green button on the <a href="https://app.pipedrive.com/settings/facebook_messenger" target="_blank" rel="noreferrer noopener">Messaging</a> settings page and grant the requested permissions.</li></ul>
Something went wrong
You might receive a "Something went wrong" message during the installation process. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-11-29%20at%2012.16.47.png" alt=""></figure>
How to fix this:
<ol><li>Go to Facebook's page settings and confirm that the Messenger app has already been installed by Pipedrive. Note that only Facebook page admins have access to that page.<ol><li>If you haven't installed the app, try connecting it again in Pipedrive. If the error persists, <a href="https://support.pipedrive.com/contact-us" target="_blank" rel="noreferrer noopener">reach out to our Support team</a>. </li><li>If another Facebook page admin installed the app, contact them and ask them to:<ol><li>Uninstall the app from Pipedrive. OR</li><li>Grant you admin rights for the Facebook page.</li></ol></li></ol></li><li>Try connecting Messenger app to your Pipedrive account later. If the error persists, <a href="https://support.pipedrive.com/contact-us">reach out to our Support team</a>.</li></ol>
<hr>
<h2 style="text-align: justify">I can't send messages from messaging inbox<a name="i-can-t-send-messages-from-messaging-inbox"></a></h2>
Your Facebook Messenger integration is active but you can't send any messages through your messaging inbox. Here you will find some reasons why this might've happened: Facebook user blocked your page
Facebook users have the option to block or mute a conversation with a business at any time, in which case your business will not be able to reach out to that user and send them any messages.
When this occurs, your message will appear as sent but not as delivered. Unfortunately, Facebook does not provide us with API and details regarding this situation. 
You can learn more about blocking Facebook Business pages in <a href="https://www.facebook.com/help/messenger-app/3115643275145823">their Help Center</a>. 
Your page was blocked by Facebook due to the Messenger policies violation.
 You can check the block reason on your Facebook Page Settings &gt; Page Support Inbox section and send Facebook an <a href="https://www.facebook.com/support?tab_type=APPEALS" title="https://www.facebook.com/support?tab_type=APPEALS">appellation request</a>. 
You are trying to reply to a user seven days after they contacted your business.
Facebook Messenger for Business has a 24-hour messaging reply window. When a contact sends a message through the Facebook channel, you have 24 hours to reply to them. The Pipedrive integration extends this period for seven days, meaning you have seven days to reply to your customers from Pipedrive's messaging inbox. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202021-12-14%20at%2013.11.58.png" width="450" alt=""></figure>
If you exceed this reply time, the chat window will be blocked, and you will no longer be able to reply from Pipedrive. Instead, you will need to reply directly from Facebook Messenger unless your customer sends you a new message; then, you will have seven days more to reply from Pipedrive. 
<figure><img src="https://kb-cms.pipedriveassets.com/reply%20time.png" alt=""></figure>
You have a problem with the internet connection 
In that case, your messages will not be delivered. To fix the problem, check your internet connection and try sending messages later. 
<div class="support-note success primary">Note: If you are still having issues with your Facebook Messenger integration, visit our <a href="https://support.pipedrive.com/article/facebook-messenger-integration-faq" target="_blank" rel="noreferrer noopener">Facebook Messenger FAQ</a> or reach out to <a href="https://support.pipedrive.com/en/contact-us">our support team here.</a></div>

Troubleshooting: Facebook Messenger integration

the-installation-of-facebook-messenger-integration-couldn-t-be-completed

The installation of Facebook Messenger integration couldn't be completed

i-can-t-send-messages-from-messaging-inbox

I can't send messages from messaging inbox

When working with <a href="https://support.pipedrive.com/article/sales-documents-beta" target="_blank" rel="noreferrer noopener">Smart Docs</a>, you may run into some technical issues that prevent you from enjoying a seamless Pipedrive experience.
In this article, you'll find a few troubleshooting tips in case you run into any loading or connecting issues while using the <a href="https://www.pipedrive.com/en/features/smart-docs-add-on">Smart Docs</a> feature.
<hr>
<h2>Connection issues<a name="connection-issues"></a></h2>
When connecting your account to Smart Docs
<ul><li>Make sure you are trying to connect the Smart Docs feature rather than Google Drive. Install Smart Docs directly by heading to Tools and apps &gt; <a href="https://app.pipedrive.com/settings/sales-documents" target="_blank" rel="noreferrer noopener">Smart Docs</a>.</li></ul>
<figure><img src="https://kb-cms.pipedriveassets.com/connect%20smart%20docs.png" alt=""></figure>
If you use Google:
<ul><li>Verify that you are logged in to your browser with the same Google account you use to connect to Smart Docs</li><li>Make sure your Google permissions for Pipedrive are enabled. You can verify that information on <a href="https://myaccount.google.com/permissions" target="_blank" rel="noreferrer noopener">this page</a>.</li><li>If Pipedrive permissions are enabled, try revoking access and re-installing the app</li><li>If you have a Google Advanced Protection program enabled, verify your program allows connection with third-party apps <a href="https://landing.google.com/advancedprotection/">here</a></li><li>Make sure that your browser is not blocking the installation. Learn more on <a href="https://support.google.com/chrome/a/answer/6177431" target="_blank" rel="noreferrer noopener">this page</a>.</li><li>Check if third-party cookies are allowed in your browser. You can confirm this by going to your Chrome Settings &gt; Privacy and Security &gt; Cookies and Other Site Data.</li></ul>
If you use OneDrive or SharePoint:
<ul><li>Verify that you are logged in to the correct OneDrive or Sharepoint account</li><li>Disconnect and re-connect your account from the Smart Docs page</li></ul>
When generating a document from Google
<figure><img src="https://kb-cms.pipedriveassets.com/Markup%20on%202022-02-10%20at%2016%3A35%3A08.png" alt=""></figure>
<ul><li>Verify that you are logged in to your browser with the same Google account you use to connect to Smart Docs </li><li>Make sure your Google permissions for Pipedrive are enabled. You can verify that information on <a href="https://myaccount.google.com/permissions" target="_blank" rel="noreferrer noopener">this page</a>.</li><li>If Pipedrive permissions are enabled, try revoking access and re-installing the app</li><li>Make sure that your browser allows third-party cookies. Go to your <a target="_blank" rel="noreferrer noopener">Chrome's cookies settings</a> and select "Allow all cookies".</li><li>If you are using product fields, review the template to ensure your product fields are not used outside of a product table. Then, try to generate the document without product fields. Learn more about fields and templates in <a href="https://support.pipedrive.com/article/smart-docs-fields-and-templates" target="_blank" rel="noreferrer noopener">this article</a>.</li></ul>
<hr>
<h2 style="text-align: justify">If you can't open an existing template or document<a name="if-you-can-t-open-an-existing-template-or-document"></a></h2>
<center><figure><img src="https://kb-cms.pipedriveassets.com/smart%20docs%20error.png" alt=""></figure>
</center>

<ul><li>Check your Smart Docs settings to ensure the account you connected to is the same as the one linked to the template or document </li><li>Check whether you are the template or document owner. If not, make sure the owner shares it with you via both Pipedrive and your provider (Google or Microsoft).</li><li>Make sure your internet connection is stable</li></ul>
<hr>
<h2 style="text-align: justify">If you can't generate a document from a template<a name="if-you-can-t-generate-a-document-from-a-template"></a></h2>
<ul><li>Check the file size. Currently, you cannot link to files bigger than 15MB</li><li>Confirm that your account is connected from the <a href="https://app.pipedrive.com/settings/sales-documents" target="_blank" rel="noreferrer noopener">Smart Docs</a> settings page</li><li>Verify if the problem applies to a specific deal or all deals</li><li>Test whether the issue occurs when generating a document from a specific template or all templates</li><li>Check whether you are the template owner. If not, make sure the owner shares the template with you in both Pipedrive and your provider (Google or Microsoft).</li><li>Make sure that your internet connection is stable</li><li>If you are using product fields, review the template to ensure they are not used outside of a product table. Then, try to generate the document without them. Learn more about it in <a href="https://support.pipedrive.com/article/smart-docs-fields-and-templates" target="_blank" rel="noreferrer noopener">this article</a>.</li><li>If you use OneDrive or SharePoint, ensure that the template or document is free of invalid characters. Learn more about this topic on <a href="https://support.microsoft.com/en-us/office/restrictions-and-limitations-in-onedrive-and-sharepoint-64883a5d-228e-48f5-b3d2-eb39e07630fa#invalidcharacters" target="_blank" rel="noreferrer noopener">this page</a>. </li></ul>
<hr>
<h2 style="text-align: justify">General troubleshooting<a name="general-troubleshooting"></a></h2>
<ul><li><a href="https://support.pipedrive.com/en/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">Clear the cache and cookies</a> of your browser</li></ul>
<div class="support-note success primary">Note: If the problem persists, reach out to our support team <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">here</a>. The team may request <a href="https://support.pipedrive.com/article/how-can-i-take-a-screenshot" target="_blank" rel="noreferrer noopener">screenshots</a> of the issue and the <a href="https://support.pipedrive.com/article/how-do-i-open-my-browser-console" target="_blank" rel="noreferrer noopener">browser console</a> to assist you in the best way possible. </div>

Troubleshooting: Smart Docs

connection-issues

Connection issues

if-you-can-t-open-an-existing-template-or-document

If you can't open an existing template or document

if-you-can-t-generate-a-document-from-a-template

If you can't generate a document from a template

general-troubleshooting

General troubleshooting

<div class="support-note success primary">Note: This feature is only available to Advanced, Professional and Enterprise users. </div>
<h2 style="text-align: justify">Where can I find the item my automation has created? <a name="where-can-i-find-the-item-my-automation-has-created"></a></h2>
If you’re using an automation to create deals, contacts, or activities and can’t find it: 
<ul><li>First, check your list view, filter by Everyone, then sort by add time/deal created/person created. This will show you the most recent item in that respective list view, where you can look for the item in question: </li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-04-05%20at%2012.30.37%20PM.png" alt=""></figure>
<ul><li>If you can find the item in the list view but not in the deal/contact/activity, make sure the Linked item box is checked: </li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Link%20to%20Deal%20gif.gif" alt=""></figure>
<hr>
<h2 style="text-align: justify">Can I create automations using rotting time? <a name="can-i-create-automations-using-rotting-time"></a></h2>
Currently, you can’t use a deal’s rotting time with automations. A workaround for this would be creating reminder activity with due dates to match your <a href="https://support.pipedrive.com/article/the-rotting-feature">rotting times</a>. This way, the activity will be due when the deal rots.
<hr>
<h2>I just activated an automation but it’s not being triggered for the items I already have created<a name="i-just-activated-an-automation-but-it-s-not-being-triggered-for-the-items-i-already-have-created"></a></h2>
Automations are not triggered retroactively for existing items, they’re triggered right after an event if the trigger conditions are met.
<hr>
<h2>What happens when an automation’s owner is deactivated?<a name="what-happens-when-an-automation-s-owner-is-deactivated"></a></h2>
When the user who owns an automation is deactivated, that automation continues to run in the background if it’s still set to active. 
A global admin can disable automations from deactivated users.
<hr>
<h2 style="text-align: justify">Can I create an activity sequence through automations? <a name="can-i-create-an-activity-sequence-through-automations"></a></h2>
Yes, you can! First, you need to create an automation as the first activity in your sequence. An example would be: 
Deal created &gt; Deal creator is me &gt; Create activity
Once you have created the first automation in your sequence, you'll need to create the followups. To do this, you'll need the following automation: 
Activity updated &gt; Activity status has changed to done &gt; Create activity
Once the activity created in the first automation is marked as done, the second activity in the sequence will be created. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Automaton%20sequence%20gif.gif" alt=""></figure>
<hr>
<h2 style="text-align: justify">Can items created via API or imports trigger automations?<a name="can-items-created-via-api-or-imports-trigger-automations"></a></h2>
Items created via third-party web forms or API requests will be considered inputs by our automation tool, as long as there’s an automation that matches the corresponding trigger and its conditions.
<ul><li>Ex. If you have an automation that adds a label to your deals when they're created, and then you create a deal using an API request, the label will still be added to that deal.</li></ul>
Imports, however, don’t trigger automations. 
Learn more about <a href="https://www.pipedrive.com/en/products/sales/automations">sales automations</a>
<hr>
<h2 style="text-align: justify">Can I add products to my deals using automations? <a name="can-i-add-products-to-my-deals-using-automations"></a></h2>
Yes, you can. To add products to a deal, head to deal actions in the automation tool and choose the appropriate event, as seen below. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/add%20products%20gif.gif" alt=""></figure>
This allows you to add one type of product at a time (although you can decide the quantity and price in the automation screen.) And if you want to add multiple products using an automation, simply add additional action steps for each Product you want to add.
<hr>
<h2 style="text-align: justify">Can an automation be triggered by sending or receiving an email?<a name="can-an-automation-be-triggered-by-sending-or-receiving-an-email"></a></h2>
Currently, we don’t offer automation triggers affected by emails being sent, received, or linked to an item.
While you can use conditions like email messages count, such a condition is passive, meaning it can’t trigger the automation. Instead, you need to perform an additional action.
<hr>
<h2>Why are my activities not being created with automations?<a name="why-are-my-activities-not-being-created-with-automations"></a></h2>
Whenever you set up an automation to create an activity, make sure to link it to as many items as possible, such as person, organization and deal.
If you don’t add these fields to the action (create activity), then the activities won’t appear in the deal or contact detail view.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-02-27%20at%2018.15.02.png" alt=""></figure>
<hr>
<h2 style="text-align: justify">Can I use integrations with the automation tool? <a name="can-i-use-integrations-with-the-automation-tool"></a></h2>
Several of the Pipedrive’s integrations can be used with the automation tool. These include: 
<ul><li dir="ltr"><a href="https://support.pipedrive.com/article/workflow-automation-slack-notifications" target="_blank" rel="noreferrer noopener">Slack</a></li><li dir="ltr"><a href="https://support.pipedrive.com/article/pipedrive-integration-asana">Asana</a></li><li dir="ltr"><a href="https://support.pipedrive.com/article/pipedrive-integration-microsoft-teams">Microsoft Teams</a></li><li dir="ltr"><a href="https://support.pipedrive.com/article/pipedrive-integration-trello">Trello</a></li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-03-21%20at%201.36.26%20PM.png" alt=""></figure>
Note that you need to follow the installation process to use the automated functions. If an integration is not yet installed, the automation action will appear grayed out, and clicking on it will be impossible. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-03-21%20at%201.38.57%20PM.png" alt=""></figure>
However, once you install the integration, this action will become available.
<hr>
<h2 style="text-align: justify">Can I use the Projects feature within the automation tool?<a name="can-i-use-the-projects-feature-within-the-automation-tool"></a></h2>
Yes, you can! If you have Projects feature enabled and have set it up, you will have access to two different automation actions for Projects: create project and update project fields.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-05-02%20at%209.04.58%20AM.png" alt=""></figure>
<div class="support-note success primary">Note: For an in-depth visual guide into the automation tool, check out our <a href="https://app.livestorm.co/pipedrive/get-started-with-automations?type=detailed" target="_blank" rel="noreferrer noopener">weekly webinar.</a> </div>

Automations FAQ

where-can-i-find-the-item-my-automation-has-created

Where can I find the item my automation has created?

can-i-create-automations-using-rotting-time

Can I create automations using rotting time?

i-just-activated-an-automation-but-it-s-not-being-triggered-for-the-items-i-already-have-created

I just activated an automation but it’s not being triggered for the items I already have created

what-happens-when-an-automation-s-owner-is-deactivated

What happens when an automation’s owner is deactivated?

can-i-create-an-activity-sequence-through-automations

Can I create an activity sequence through automations?

can-items-created-via-api-or-imports-trigger-automations

Can items created via API or imports trigger automations?

can-i-add-products-to-my-deals-using-automations

Can I add products to my deals using automations?

can-an-automation-be-triggered-by-sending-or-receiving-an-email

Can an automation be triggered by sending or receiving an email?

why-are-my-activities-not-being-created-with-automations

Why are my activities not being created with automations?

can-i-use-integrations-with-the-automation-tool

Can I use integrations with the automation tool?

can-i-use-the-projects-feature-within-the-automation-tool

Can I use the Projects feature within the automation tool?

<div style="text-align: justify" class="support-note success primary">Note: As of August 28, 2023, the WhatsApp integration is no longer available for new customers. Existing users of the integration can still access the feature until February 28, 2024 but it can’t be found in the Marketplace or the messaging app for new users.</div>
When using the <a href="https://support.pipedrive.com/article/pipedrive-integration-whatsapp-by-twilio" target="_blank" rel="noreferrer noopener">WhatsApp by Twilio integration</a>, you might encounter a number of issues. We’ve compiled a short guide with a few troubleshooting scenarios and how to tackle each:
<hr>
<h2>Installation process warnings<a name="installation-process-warnings"></a></h2>
You tried to integrate the WhatsApp by Twilio app to your company account and received an error message at the end of the installation flow.
Reason 1 
Your account might be connected to a different Pipedrive account while the app restricts a single installation instance per Twilio's account SID. This means only one Twilio instance can be connected to Pipedrive. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/account%20in%20use%201.png" alt=""></figure>
How to fix:
Ask the Admin who installed the integration to:
<ol><li>Change the app visibility setting to Shared. To do so, the admin needs to go to Tools and apps &gt; <a href="https://app.pipedrive.com/settings/facebook_messenger" target="_blank" rel="noreferrer noopener">Messaging</a> and change the visibility from Private to Shared.</li><li>Uninstall the WhatsApp app from the company account and try to connect WhatsApp by Twilio again. Learn how to uninstall the integration in<a href="https://support.pipedrive.com/article/pipedrive-integration-whatsapp-by-twilio" target="_blank" rel="noreferrer noopener"> this article</a>.</li></ol>
Reason 2
Wrong Twilio credentials were entered. To fix this, you need to enter the correct credentials. Watch the below video on how to obtain your Twilio SID and Auth token. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/credentials%20failed%201.png" alt=""></figure>
<div class="support-note success primary">Note: Some users may have multiple login credentials linked to different accounts. Make sure you enter the credentials from the account that is connected to WhatsApp by Twilio. </div>
Reason 3
You started the installation and lost the account settings rights in the middle of the process. To fix this, ask a user with account settings access to complete the installation process for you. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/9be86b05-d0f4-4908-a030-f11b75ce97aa.png" alt=""></figure>

<hr>
<h2>WhatsApp by Twilio integration was not completed successfully<a name="whats-app-by-twilio-integration-was-not-completed-successfully"></a></h2>
A yellow banner might appear at the top of the <a href="https://app.pipedrive.com/leads/messaging" target="_blank" rel="noreferrer noopener">messaging inbox</a> on your <a href="https://app.pipedrive.com/settings/messaging" target="_blank" rel="noreferrer noopener">messaging settings</a> page, indicating the installation hasn't been completed. Clicking the link will redirect you to the <a href="https://app.pipedrive.com/settings/messaging" target="_blank" rel="noreferrer noopener">messaging settings</a> page. Follow the instructions on the page to enable the app to add a channel to Pipedrive's channels API.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/incomplete%20installation%201.png" alt=""></figure>
<hr>
<h2>A specific WhatsApp conversation doesn't appear in your Pipedrive messaging inbox<a name="a-specific-whats-app-conversation-doesn-t-appear-in-your-pipedrive-messaging-inbox"></a></h2>
<ul><li>Reason 1: Invalid number of participants</li></ul>
Pipedrive's API only supports conversations with a single source user and at least one end user while Twilio supports adding multiple participants to a WhatsApp for business conversation, which is non-standard and not supported by Pipedrive channels API and messaging inbox. 
<ul><li>Reason 2: The installation owner deleted the conversation</li></ul>
If the installation owner deletes a conversation in the <a href="https://app.pipedrive.com/leads/messaging" target="_blank" rel="noreferrer noopener">messaging inbox</a>, it becomes unavailable. Once the contact reaches out to your WhatsApp business account, the conversation will become visible again.
<ul><li>Reason 3: The conversation had been deleted in Twilio before being fetched by Pipedrive's channels API</li></ul>
Twilio API can be accessed by multiple apps as long as they use the same account SID. This means another app might have deleted a conversation on Twilio's side without deleting it from WhatsApp's API.
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<div class="support-note success primary">Note: If you are still having issues with your integration, visit our <a href="https://support.pipedrive.com/article/whatsapp-by-twilio-integration-faq" target="_blank" rel="noreferrer noopener">WhatsApp by Twilio Integration FAQ</a> or reach out to our support team <a href="https://support.pipedrive.com/en/contact-us">here</a>. </div>

Troubleshooting: WhatsApp by Twilio integration

installation-process-warnings

Installation process warnings

whats-app-by-twilio-integration-was-not-completed-successfully

WhatsApp by Twilio integration was not completed successfully

a-specific-whats-app-conversation-doesn-t-appear-in-your-pipedrive-messaging-inbox

A specific WhatsApp conversation doesn't appear in your Pipedrive messaging inbox

<div style="text-align: justify" class="support-note success primary">Note: As of August 28, 2023, the WhatsApp integration is no longer available for new customers. Existing users of the integration can still access the feature, but it can’t be found in the Marketplace or the messaging app for new users.</div>
When using Pipedrive’s <a href="https://app.pipedrive.com/leads/messaging" title="https://app.pipedrive.com/leads/messaging">messaging inbox</a>, you may run into technical issues such as not receiving desktop notifications as expected. We have gathered the most common reasons for these issues and some tips to fix them.
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<h2 style="text-align: justify">Pipedrive issues<a name="pipedrive-issues"></a></h2>
If you notice that you are not receiving notifications on your Pipedrive browser, it could be one of the following reasons:
<ul><li>You are working in a messaging inbox conversation – If you have the Pipedrive web app open and are working directly in the messaging inbox window, no desktop notifications will appear for that specific conversation. This means that when you have the messaging inbox window open, you will only see desktop notifications from different conversations that you are not currently focused on.</li><li>You have your desktop notifications switched off – To receive desktop notifications from the messaging inbox, you will need to make sure that you have desktop notifications enabled. To check your messaging notifications settings, click on the bell icon in the messaging inbox.</li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202022-05-02%20at%2018.12.26.png" alt=""></figure>
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<h2 style="text-align: justify">Browser settings<a name="browser-settings"></a></h2>
The most common issues with desktop notifications are caused by your browser settings.
Here are some of the most common browser issues:
<ul><li>Browser not running – For most browsers, the browser application needs to run for a notification to appear. It is not necessary for the Pipedrive tab to be open for notifications to appear, but the browser needs to be open.</li><li>The browser does not support notifications – Some browsers may not support notifications. We suggest using Google Chrome or Firefox, as both browsers support desktop notifications.</li><li>Notifications are disabled in the browser – For some browsers to show desktop notifications, you will need to enable notifications.</li><li>Desktop notifications are not enabled in messaging inbox – You must first enable desktop messaging inbox notifications for your Pipedrive company.</li></ul>
How can I enable desktop notifications on my browser?
<ul><li>For Mac:</li></ul>
Go to System preferences &gt; Notifications &gt; Google Chrome (or your browser) &gt; Allow Notifications.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/mac%20notifications%201.png" alt=""></figure>
<ul><li>For Windows:</li></ul>
Go to Settings &gt; System &gt; Notifications &amp; actions &gt; Under Get notifications from these senders select Google Chrome (or your browser).
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/windows%20notifications.png" alt=""></figure>
 How can I enable desktop notifications for my Pipedrive company?
The easiest way to enable desktop notifications for your Pipedrive company account is to click on “allow desktop notifications” from your messaging notification settings window.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/allow%20notifs.png" alt=""></figure>
Then, on the browser’s confirmation modal window, click “Allow”.
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<h2 style="text-align: justify">Other solutions <a name="other-solutions"></a></h2>
Computer Do Not Disturb setting enabled
Most systems have a Do Not Disturb setting that will prevent you from receiving notifications when enabled. Desktop notifications will not appear if your computer is set to Do Not Disturb.
<ul><li>For Mac:</li></ul>
You can change the Do Not Disturb setting in the Notifications section under your System Preferences. Learn how to use the Do Not Disturb feature <a href="https://support.apple.com/en-gb/HT204079" title="https://support.apple.com/en-gb/HT204079">in this article</a>.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/do%20not%20disturb.png" alt=""></figure>
<ul><li>For Windows 10:</li></ul>
This feature is called Focus assist. It is located in the panel on the right-hand side of your screen and can also be accessed via settings. Learn how to use Focus assist <a href="https://support.microsoft.com/en-us/help/4026996/windows-10-turn-focus-assist-on-or-off" title="https://support.microsoft.com/en-us/help/4026996/windows-10-turn-focus-assist-on-or-off">in this article.</a>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot_2020-08-28_at_16.46.54%20copy.png" alt=""></figure>
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<h2 style="text-align: justify">Reset your notifications <a name="reset-your-notifications"></a></h2>
If the tips above did not fix the technical issues with your notifications, you should reset them.
To do so:
<ul><li>Block notifications for [yourcompany].pipedrive.com domain</li><li><a href="https://support.pipedrive.com/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">Clear your browser’s cache and cookies</a></li><li>Allow notifications again</li><li>Clear your browser’s cache and cookies again </li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Notifications_setting%20%281%29%20copy.png" alt=""></figure>
Or:
<ul><li>Click on “Reset permission”</li><li><a href="https://support.pipedrive.com/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">Clear your browser’s cache and cookies</a>.</li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202022-05-10%20at%2016.56.24.png" alt=""></figure>
Once this is done, a new notification request will be created and the old one removed. Any issues connected to possible wrong requests will then be resolved. 
If the problems persist after all of the above, try another browser. This way, we can determine if it is a browser-specific issue.
If the issues persist after the steps above, <a href="https://support.pipedrive.com/contact-us" title="https://support.pipedrive.com/hc/en/articles/115005875565-How-can-I-contact-Pipedrive-Support-" target="_blank" rel="noreferrer noopener">contact our support team</a>.

Knowledge Base

Troubleshooting the web-app

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