Common Issues

This guide covers the most common issues OutSales users encounter and how to resolve them.

Activities Stuck in "Pending"

Symptom: Activities remain in the Pending stage and do not progress to email generation.

Possible causes and solutions:

1. Agent is inactive -- Go to the agent's Settings tab and check that the status toggle is set to Active (blue).
2. Pipedrive not connected -- Go to Settings > Integrations and verify Pipedrive shows "Connected."
3. Billing issue -- If your payment is past due, processing is paused. Go to Settings > Billing and update your payment method.
4. Processing queue -- During high-volume periods, activities may take a few minutes to process. Wait and check again.

Emails Not Being Sent

Symptom: Approved emails remain in "Email Ready" stage and are not delivered.

Possible causes and solutions:

1. Gmail not connected -- Go to Settings > Integrations and verify Gmail shows "Connected." Reconnect if needed.
2. Billing blocked -- Past-due payments block sending. Check Settings > Billing for any alerts.
3. Agent inactive -- Confirm the agent is set to Active in its Settings tab.

Activities Marked as "Skipped"

Symptom: An activity shows "Skipped" status with a reason banner.

OutSales validates contact data before sending emails. Activities are skipped when validation fails. Common reasons include:

After fixing the issue in Pipedrive, click the Regenerate button in the Activity Drawer to reprocess the activity.

Activities Marked as "Failed" or "Error"

Symptom: An activity shows "Failed" or "Error" status.

Possible causes and solutions:

1. Temporary API issue -- The AI service or CRM API may have experienced a momentary failure. Try regenerating the activity.
2. Data issue -- Unusual characters or formatting in CRM data can sometimes cause processing errors. Check the deal and contact data in Pipedrive.
3. Persistent errors -- If an activity repeatedly fails after regeneration, contact support with the activity details.

Quality Warnings on Emails

Symptom: A yellow warning bar appears on a generated email with a quality score.

Quality warnings are informational and do not block sending. They flag potential issues:

• Banned phrases -- Edit the email to remove the flagged phrases before sending.
• Generic subject line -- Edit the subject to be more specific and personalized.
• Content too short -- Consider regenerating with more context in your CRM notes, or manually expand the email.
• Language mismatch -- The AI may have generated content in a different language than expected. Edit or regenerate.

Cannot Approve or Send Emails

Symptom: The Approve button is disabled or shows an error message about billing.

This happens when your account has a past-due payment. OutSales blocks sending operations until the billing issue is resolved.

Solution: Go to Settings > Billing and click "Manage Subscription" to update your payment method in the Stripe portal.

Credit Counter Shows Unexpected Numbers

Symptom: Your credit usage seems higher than expected.

Credits are counted at the organization level -- all team members' completed activities contribute to the same credit pool.

To investigate:

1. Go to Settings > Billing to see the full usage breakdown.
2. The usage meter shows exactly how many credits have been used in the current billing period.
3. Check if other team members' agents are also consuming credits.

Pipedrive Activity Types Not Loading

Symptom: The trigger activity type dropdown in agent settings is empty or missing your custom types.

Solutions:

1. Refresh the page to trigger a fresh load from Pipedrive.
2. Verify the Pipedrive integration is connected (Settings > Integrations).
3. Confirm the custom activity type exists in your Pipedrive settings.

Signature Not Appearing in Emails

Symptom: Emails are sent without your expected signature.

Check this sequence:

1. Profile signature configured? -- Go to Settings > Profile and verify your email signature is saved.
2. Agent signature enabled? -- Go to the agent's Settings tab and confirm "Append Email Signature" is turned on.
3. Activity override? -- If you edited the activity's signature to be empty, it overrides the profile signature. Open the activity and check.

Prospect Replies Not Detected

Symptom: A prospect replied to your email, but the activity still shows "Completed" instead of "Replied."

Possible reasons:

1. The prospect replied as a new email rather than replying within the same thread.
2. Reply detection may take a few minutes to process. Wait and check again.
3. The reply may have gone to a different email address than the one connected.

Knowledge Base Documents Stuck in "Processing"

Symptom: An uploaded document shows "Processing" status for an extended time.

Solutions:

1. Wait a few minutes -- document processing involves text extraction and vector embedding.
2. If the document remains in "Processing" after 10 minutes, try deleting it and re-uploading.
3. Ensure the file is a supported format (PDF, TXT, MD, DOCX) and under 10MB.