Troubleshooting Drift Emails Reply Management can get a little tricky. Here are a few common scenario that may come up!
Q: I created a list in Marketo and it's not showing up.
A: Drift Email syncing lists and fields once per day, however there is a way to have the list synced with in minutes. You can go to Settings > Integrations or click HERE.
From there you should see the "Sync Lists" button. This will make it sync with a few minutes!
Q: I preformed a test and I am not seeing the reply in my Drift Email Inbox:
A: Drift Email will automatically filter out internal replies. When testing skills we would recommend using a person email! If you would like to see your ignored Domains you can go to Settings > Ignore Domains or click HERE.
Q: My Skill was categorized incorrectly.
A: Although this is rare, there may be times when a reply may be categorized incorrectly. If the Machine Learning tool is not confident in what it could be, it may air on the side of caution when categorizing it. You can change the type by clicking on the reply, and select "change type"
Then choose the correct email type.
Once you have changed the email type you can click on that same drop down and select "Run Skills"
Q: I gave access to a peer to manage skills and they are not able to view them.
A: This would be due to the permissions in the role the users was assigned. You can edit their heading over to Settings > Users or click HERE. If you are looking for more information about which role has what permissions you can also check out this Help Doc.
Q: My Subdomain shows invalid.
A: There are a few different reasons why this could be happening.
1. Your IT Departments haven't completed the DNS records needed for the Subdomain
2. Depending on your DNS provider, it can take anywhere from a few minutes to a full day for the new subdomain record to be available for use. Check with your DNS provider directly if you're not sure.
Q: My Subdomain is connected but I don't see the replies in my Drift Email inbox.
A: This typically because one of two reasons.
1. There are back-end forwarding rules in your Marketing Platform that are routing the emails before we can see them in your inbox.
2. The "Reply to" and the "From" doesn't match. Humans and systems behave differently when replying to an email. If a human clicks Reply on an email, their message will go to whatever address is in the "reply-to" field. If an automatic system "replies", it's hard to predict whether or not it will use the reply-to address. Some systems will pick up on the reply-to, but many automated systems will ignore the reply-to, and just kick the message back to the "from" address.
Q: I am not able to connect an Alias or a distribution list to Drift Email.
A: At this time Drift Email does not support connections to Aliases or Distribution List. Your inbox must be a "user" with its own password. We use OAuth2 to authenticate inboxes, and we can't do this with an inbox that doesn't have a password.
Q: Does Drift Email Support 2FA (2 factor authentication) ?
A: No, currently we do not support 2FA. A work around for this would be whitelist Drift Email's IP- 126.96.36.199
Q: I updated my Pardot password and now I can't connect to Drift Email.
A: Updating your password in Pardot will cause your security token to expire. Please ensure you also update your security token when you update your password within Drift Email.