AI SDR Troubleshooting

Solutions to common issues with AI SDR.

Email Connection Issues

Unable to connect email account

For Gmail / Google Workspace:

1. Ensure you're signing in with the correct account
2. Enable "Less secure app access" or use an App Password
3. Check that IMAP is enabled in Gmail settings
4. Try disconnecting and reconnecting

For Outlook / Microsoft 365:

1. Check your organization's security policies
2. Admin may need to approve the Laxis app
3. Try using an App Password if 2FA is enabled

Tip

If your organization restricts third-party apps, contact your IT administrator.

Email account disconnected

If your email disconnects:

1. Go to Settings > Email Accounts
2. Click Reconnect next to the affected account
3. Re-authorize the connection
4. Check that your password hasn't changed

Sending Issues

Emails not being sent

Check these common causes:

1. Daily limit reached - Wait until the next day
2. Email account disconnected - Reconnect your account
3. Sequence paused - Resume the sequence
4. Sending hours - Messages only send during configured hours

High bounce rate

A bounce rate above 5% indicates list quality issues.

To reduce bounces:

1. Verify email addresses before importing
2. Remove role-based emails (info@, sales@)
3. Clean your list regularly
4. Use our built-in email verification

Emails going to spam

Improve deliverability:

1. Check your domain setup:

   • SPF record configured
   • DKIM enabled
   • DMARC policy set

2. Review your content:

   • Avoid spam trigger words
   • Don't use too many links
   • Include an unsubscribe option
   • Balance text and images

3. Monitor your reputation:

   • Check your domain's spam score
   • Review blacklist status
   • Monitor engagement metrics

Sequence Issues

Prospects not entering sequence

Possible causes:

1. Already in another sequence - Prospects can only be in one sequence at a time
2. Previously contacted - Check your duplicate settings
3. Missing required fields - Ensure email is valid
4. Sequence capacity reached - Check sequence limits

Prospects stuck in sequence

If prospects aren't progressing:

1. Check if waiting period has passed
2. Verify no conditions are blocking progress
3. Look for paused sequences
4. Check for errors in the activity log

Replies not detected

To fix reply detection:

1. Ensure email account is connected and syncing
2. Check reply detection settings
3. Verify the reply thread matches the original email
4. Look in the spam/junk folder

CRM Integration Issues

Data not syncing to CRM

1. Check integration status in Settings
2. Verify field mappings are correct
3. Ensure you have API permissions in your CRM
4. Look for sync errors in the activity log

Duplicate records in CRM

To prevent duplicates:

1. Enable duplicate detection in settings
2. Configure matching rules (by email)
3. Set update vs. create preferences
4. Clean existing duplicates in CRM

Performance Issues

Low open rates

Open rates below 20% suggest deliverability or subject line issues.

Improvements:

Issue	Solution
Deliverability	Check domain authentication
Subject lines	A/B test different approaches
Send time	Adjust to recipient time zones
List quality	Clean and verify your list

Low reply rates

Reply rates below 1% may indicate messaging issues.

Improvements:

1. Improve personalization
2. Strengthen your value proposition
3. Make the ask clearer
4. Test different message lengths
5. Review your targeting

Error Messages

Common Error Codes

Code	Meaning	Solution
E100	Email auth failed	Reconnect account
E200	Daily limit reached	Wait or upgrade plan
E300	Invalid email address	Verify prospect email
E400	Sequence error	Check sequence configuration
E500	Integration error	Reconnect integration

Still Need Help?

If you can't resolve your issue:

1. Check our FAQ
2. Review sequence and account settings
3. Contact support with:
   • Account email
   • Sequence name
   • Error messages
   • Steps to reproduce