Published at: 2026-09-17
What to do if the email conversation cannot be accessed
Overview
This page is used to locate the common causes of the Online Customer Service failure and provide sequential troubleshooting methods.
Core concepts
| Troubleshooting Dimensions | illustrate |
|---|---|
| configuration status | Confirm that the relevant channels, plugins or rules are enabled and saved. |
| Permissions and associations | Confirm that the roles or relationships between the current account, support agents, and channels are correct. |
| Test verification | Use a reproducible test message, page, or session to verify that the issue is resolved. |
Solve the problem of sending emails to corporate customer service mailboxes but failing to generate corresponding sessions on the customer service workbench.
Fault Symptoms
The customer sent an email to the company’s external public customer service mailbox, but there was no unread reminder under the “Mail” aggregation tab on the workbench.
Troubleshooting steps
Step One: Verify POP3/IMAP Transceiver Server Configuration
- Go to ** Online Customer Service Setup > Channel Settings > Mail **.
- View the status of your current mailbox. If “Connection Disconnected” is displayed, click Edit.
- Enter ** Advanced Configuration ** and check the domain name and SSL port of the sending and receiving server (for example: the IMAP port of QQ Enterprise Mail is usually
993).
Step 2: Re-obtain the authorization code
- After changing the password or security policy of most enterprise mailboxes, the original third-party authorization code will become invalid.
- Please Login E-mail the web page background to regenerate a string of third-party special authorization codes.
- In the CRM email configuration, replace the original password with the newly generated authorization code and click Save and Verify to re-establish the test connection.