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Version: Current

Troubleshooting: Inbox Tab Not Showing Emails or Reply Failing

Problem​

When using the Inbox tab within a specific document viewer:

  1. The tab is missing or empty, even though the document arrived via email.
  2. Emails expected to be part of the thread are missing.
  3. Replying to an email from the Inbox tab fails with an error.

Common Causes​

  1. Document Origin: The Inbox tab only populates if the document was created directly from an email sent to a configured Zudello inbox. Manually uploaded documents will not have an associated email thread in this tab.
  2. Permissions Missing:
    • Viewing the Inbox tab requires INBOX:MESSAGE_THREAD#VIEW.
    • Replying requires INBOX:MESSAGE_THREAD#UPDATE and potentially INBOX:MESSAGE#CREATE.
  3. Email Processing/Linking Issue:
    • The backend process linking the incoming email to the created document might have failed.
    • Subsequent emails in the same thread might not have been correctly associated with the original document's message thread (e.g., due to changed subject lines or technical issues).
  4. Reply Configuration Issues:
    • The selected "From" inbox (if multiple are configured) is inactive or misconfigured for sending.
    • Invalid recipient address (To, CC, BCC).
    • Email sending service issues (temporary Zudello issue, recipient server blocking/spam filtering).
  5. Caching/UI Issues: Temporary display problems preventing the thread from loading or the reply action from working.

Troubleshooting Steps​

  1. Confirm Document Origin: Was this specific document definitely created from an email sent to a Zudello inbox? Check with the uploader or review Audit History if possible (look for creation method). If manually uploaded, the Inbox tab will be empty.
  2. Verify Permissions (Admin Task): Confirm the user has the necessary INBOX:MESSAGE_THREAD#VIEW and #UPDATE permissions.
  3. Check Main Inbox Module (If Accessible): If the user has access to the main Inbox module (top-level navigation), can they find the email thread there? This helps determine if the issue is with the link to the document or email processing itself.
  4. Hard Refresh/Retry: Perform a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) on the document page. Try opening the Inbox tab again. If replying failed, try sending the reply again.
  5. Check Reply Details: If replying fails:
    • Verify the recipient email addresses are correct.
    • Ensure a valid "From" inbox is selected (if applicable).
    • Check the Zudello Status Page (status.zudello.com) for email service issues.
    • Ask the recipient to check their spam/junk folder.
  6. Check Original Email Thread: Review the original email thread in your own email client. Are the missing replies present there? Did subject lines change significantly?

Need Help?​

If the Inbox tab is consistently missing expected emails or replies fail, contact Zudello support. Provide:

  • The Document UUID.
  • The approximate date/time the original email was sent to Zudello.
  • Sender and recipient addresses involved.
  • Subject line of the email thread.
  • Details of missing emails or reply errors.