Troubleshooting
Most problems are one of three things: a connection that needs reconnecting, a call that needs a small fix before it can be drafted, or a missing connection. Here is how to tell which, and how to fix it.
A connection says "Needs reconnecting"
A card on Integrations turns amber, and the matching row on Setup says the connection stopped working. It means the other service rejected Postlude's saved permission. Common reasons: you changed your Google password, you removed Postlude's access in that service, a token was deleted or rotated (GoHighLevel), or the permission went unused for a long time. The connection comes back by itself the next time a call to it succeeds, but usually you need to reconnect it.
- Open Integrations and find the amber card (or use the row on Setup).
- Press Reconnect and approve the request again. For HighLevel the button is Reconnect HighLevel (one-click connection) or Paste a new token (token connection: create a fresh token in HighLevel and paste it in; see Connecting your tools).
- The card turns green. Nothing already sent or drafted is lost.
The Send button says "Connect Gmail to send"
Emails leave from your own Gmail, so Postlude needs it connected before it can send. Nothing was sent and the draft is still a draft. Connect (or reconnect) Gmail from Setup or Integrations and the button turns back into Send email.
A call did not turn into a draft
- Fathom needs a few minutes after a call to finish processing it. Give it time before worrying.
- Only recordings you made are picked up, through your Fathom connection. Check that it is connected and not amber on Integrations.
- The Webhook Log on Integrations lists what Fathom delivered and what happened to each one.
- A call that arrives but cannot be drafted shows on your Dashboard with Needs attention and a Fix button. See below.
- You can always open a contact, choose Log a call and paste the transcript yourself.
What "Needs attention" means
A call is flagged instead of failing silently whenever Postlude could not finish a draft on its own. Press Fix on the call to see why and resolve it. The reasons, in the words you will see:
No contact matched
“We couldn't match anyone on this call to an existing contact.”
What to do: Open the call, pick an existing contact or create a new one, then retry.
No matching call outcome
“This call's meeting type didn't match any of your call outcomes.”
What to do: Pick one of your call outcomes in the dialog and retry. (Postlude seeds a neutral "General follow-up" outcome for new workspaces, so this mostly affects older ones.)
No template
“This call outcome had no template configured — pick one below, or None, to generate.”
What to do: Pick a template, or "None", in the dialog and retry. "None" always works.
Empty transcript
“The transcript came back empty, so there's nothing to draft from.”
What to do: Nothing on your side can fix this one: the recording came through with no text. Check the recording in Fathom; if it looks fine, email us.
Draft generation failed
“Draft generation failed.”
What to do: The dialog shows the reason. Press retry; if it fails again, email us with that message.
Only your own team on the call
“Everyone on this call is on your own team, so no draft was written automatically. Add the prospect below and generate anyway if you want one.”
What to do: Add the prospect in the dialog and generate a draft if you want one. Postlude skips these on purpose, and they do not count toward your plan unless you generate one.
Plan limit reached
“Your plan's call limit was reached when this call arrived, so no draft was written. Upgrade to draft it.”
What to do: Upgrade, or wait for your calls to reset next period. Upgrading drafts your 10 most recent waiting calls automatically.
The email sent but did not appear in my CRM
Logging to your CRM happens after the email is sent, and the two are independent: a logging problem never un-sends the email. If it failed, the call shows the reason next to the CRM status with a Retry log button. If your CRM connection needs reconnecting, fix that first (see above), then retry. If no CRM is connected, nothing is logged.
Who to email
team@postlude.ai reaches the team directly. It helps to include your workspace name, what you clicked, and any message Postlude showed you.