Accounts and syncing
A connected account is not showing any messages
A connected account is not showing any messages
Why: the account isn’t ticked in the Accounts picker, it’s still syncing, or it’s disconnected. Fix: open Accounts at the top of the Inbox list and tick it. If it’s greyed out, click the refresh icon (Reconnect). See Connect your accounts.
This account’s connection has expired. Reconnect it to select it.
This account’s connection has expired. Reconnect it to select it.
Why: the account’s sign-in has expired, for example after a password change, signing out, or removing access. Fix: click Reconnect next to it in Accounts. If you see “Reconnect it in Tools to select it”, go to left sidebar → Tools → open the app → Accounts and click Disconnected.
Account disconnected — reconnect to send messages
Account disconnected — reconnect to send messages
Why: the account you’re sending from is disconnected. Fix: reconnect it, then send again.
Couldn’t reconnect the account — please try again
Couldn’t reconnect the account — please try again
Why: the reconnect didn’t complete. Fix: try again and finish signing in. If it keeps failing, reconnect from left sidebar → Tools → the app → Accounts, or contact support.
An account disappeared from the Inbox
An account disappeared from the Inbox
Why: it was disconnected. An account you disconnect yourself disappears straight away; one that disconnects on its own stays visible with Reconnect for 7 days. Fix: reconnect it from left sidebar → Tools → the app.
Sync failed for my account
Sync failed for my account
Why: usually the account needs reconnecting (“Please reconnect this account to keep it syncing.”); otherwise it was a temporary problem (“Something went wrong. Please try again.”). Fix: reconnect if asked, then click Try again on the sync card.
I clicked Stop syncing but it kept syncing
I clicked Stop syncing but it kept syncing
Why: Stop syncing only hides the progress card. Fix: nothing to do. The sync finishes in the background.
Old WhatsApp messages are missing
Old WhatsApp messages are missing
Why: Connie can only get the history your phone shares. Fix: click “Click here to get older messages from your phone.”, or check WhatsApp on your phone.
Chrome extension connect is coming soon.
Chrome extension connect is coming soon.
Why: the LinkedIn Chrome extension option isn’t available yet. Fix: connect LinkedIn with Credentials or Infinite Login. See Connect LinkedIn.
I cannot see a teammate’s mailbox
I cannot see a teammate’s mailbox
Why: the account is shared with Only you or Specific users. Fix: ask the person who connected it, or an admin, to change Manage access. See Choose who can use an account.
Calls needs at least one phone number selected
Calls needs at least one phone number selected
Why: you tried to untick every phone number while in Calls. (Meetings shows “Meetings needs at least one calendar selected”.) Fix: keep at least one ticked.
Messages and conversations
My filters disappeared
My filters disappeared
Why: changing the Accounts selection takes you back to All conversations and clears filters. Fix: apply them again, or save them as a view.
The filters on my saved view changed
The filters on my saved view changed
Why: filters added while a view is open are saved into that view. Fix: set them back, and switch to All conversations before experimenting.
I cannot find Sent, Spam, Trash or Scheduled
I cannot find Sent, Spam, Trash or Scheduled
Why: these folders no longer have their own entries in the left column. Fix: open them by URL:
https://connie.ai/<workspace-id>/inbox?filter=sent (or spam, trash, scheduled, archive, starred, unread). For unread and starred, the Unread and Favorites pills are quicker.Search does not find a word in an older message
Search does not find a word in an older message
Why: search only looks at names, the latest message preview and subjects. Fix: use Filter options → Advanced filters → Content, or open the conversation and search inside it.
The Platform filter is missing
The Platform filter is missing
Why: it only appears when you’ve connected at least two of email, LinkedIn and WhatsApp. Fix: nothing to fix.
I deleted a conversation and it is in Trash
I deleted a conversation and it is in Trash
Why: the confirmation says it can’t be undone, but deleting from the list moves the conversation to Trash. Fix: open
https://connie.ai/<workspace-id>/inbox?filter=trash and click Restore to inbox, or Delete forever to remove it. Empty Trash now also deletes the conversations from Gmail.There is no star option on an Outlook conversation
There is no star option on an Outlook conversation
Why: Outlook doesn’t support starring. Fix: use a label instead.
The other person cannot see my reaction
The other person cannot see my reaction
Why: reactions are delivered on WhatsApp and LinkedIn only. Gmail and Outlook don’t have reactions, so a reaction on an email stays inside Connie. Fix: nothing to fix.
The file is too large for this channel
The file is too large for this channel
Why: emails allow 25 MB per file and 25 MB in total; LinkedIn and WhatsApp allow 15 MB per file. Fix: send a smaller file, or share a link. If a file under the limit still fails, try a smaller file, or MP4 instead of MOV on WhatsApp.
Maximum 10 files allowed. Remove some to add new ones.
Maximum 10 files allowed. Remove some to add new ones.
Why: a message can have up to 10 attachments. Fix: remove some files or send them in a second message.
My message shows Not sent
My message shows Not sent
Why: the message couldn’t be delivered, often because the account is disconnected. Fix: reconnect the account if needed, then click Retry, or Remove to discard it. A bounced email shows Not delivered.
This email is still being delivered. You will be able to reply in a moment.
This email is still being delivered. You will be able to reply in a moment.
Why: the email you just sent hasn’t been confirmed yet. Fix: wait a few seconds and reply again. Attachment links on a just-sent email also become clickable after a few seconds.
Edit your draft... (coming soon)
Edit your draft... (coming soon)
Why: you can’t edit an email draft from inside the conversation yet. Fix: open it from the Drafts view and click Edit, or Send / Discard it.
This scheduled message is already being sent and can no longer be cancelled.
This scheduled message is already being sent and can no longer be cancelled.
Why: the message’s send time has arrived. Fix: nothing to do; it’s on its way.
Pin limit reached. You can only pin 3 messages per conversation.
Pin limit reached. You can only pin 3 messages per conversation.
Why: each conversation can have up to 3 pinned messages. Fix: unpin one first.
There is no Suggested reply
There is no Suggested reply
Why: a suggested reply only appears after Connie’s AI labels a conversation “Interested”, and it expires after 24 hours. Fix: use Ask AI (⌘J / Ctrl+J, or Space in an empty composer) or AI Assist.
Couldn’t build a filter from that — try rephrasing.
Couldn’t build a filter from that — try rephrasing.
Why: the AI filter couldn’t understand the request. Fix: rephrase it, for example “Unread messages from this week”, or use Advanced filters.
Meetings
The notetaker did not join my meeting
The notetaker did not join my meeting
Why: a recording condition wasn’t met: Auto-record is off, the meeting is on a calendar that isn’t ticked, the event has no meeting link, another workspace records this calendar, Record external meetings only is on and everyone is from your workspace,
[no_record] is in the title, or the calendar was disconnected. Fix: check Settings → Calls and click Action → Resync. For a meeting happening now, use Inbox → Meetings → Add meeting → Paste Meeting URL. See How the notetaker joins.A meeting I changed in my calendar did not update in Connie
A meeting I changed in my calendar did not update in Connie
Why: the change didn’t reach Connie. Fix: go to Settings → Calls → Action → Resync on that calendar. You can resync once every 15 minutes (“Recently synced — try again in about” a few minutes). Admins and the person who connected the calendar can resync.
A rescheduled meeting has no notetaker or shows old results
A rescheduled meeting has no notetaker or shows old results
Why: this can happen when a meeting that was Missed is moved to a new time. Fix: click Resync. If the notetaker still isn’t booked, use Paste Meeting URL when the meeting starts, and let support know.
Call was not recorded
Call was not recorded
Why: nobody let the notetaker in from the waiting room within about 20 minutes. Fix: admit the notetaker when it knocks, or change the meeting’s waiting-room or lobby settings.
The meeting shows Removed
The meeting shows Removed
Why: someone in the meeting removed the notetaker. Any partial transcript is kept. Fix: to record the rest, add it again with Paste Meeting URL.
The meeting shows Consent Declined
The meeting shows Consent Declined
Why: all participants declined to be recorded. Fix: no recording is possible for that meeting.
The meeting shows Failed on Zoom
The meeting shows Failed on Zoom
Why: the Zoom link was missing its password, or the meeting requires registration or sign-in. Fix: use the full invite link including the
?pwd= part, and remove the registration requirement.Recording not available
Recording not available
Why: the recording failed, the notetaker was removed early, or the recording is older than your Retention period and was deleted. Fix: check the meeting’s status. To keep future recordings longer, an admin can raise Retention period in Settings → Calls.
There is no transcript while the meeting is live
There is no transcript while the meeting is live
Why: the transcript is created after the meeting ends. Fix: wait for Processing to finish; it usually takes a few minutes.
The meeting is stuck in Processing
The meeting is stuck in Processing
Only workspace admins can update calendar accounts
Only workspace admins can update calendar accounts
Why: removing a calendar from Calls and changing its settings is limited to admins, even if you connected it. Fix: ask a workspace admin.
The calendar is recording in another workspace
The calendar is recording in another workspace
Why: only one workspace can record a given calendar. Fix: an admin can click Record here instead in Settings → Calls.
The notetaker has a different name than my Bot display name
The notetaker has a different name than my Bot display name
Why: for restricted Google Meet meetings, the notetaker joins signed in to a Google account and shows that account’s name. Fix: nothing to fix.
The consent page is a chat message, not a page
The consent page is a chat message, not a page
Why: when Show consent page is on, Connie posts your Consent message in the meeting chat as the notetaker joins. Fix: nothing to fix.
Access denied. You do not have access to this call.
Access denied. You do not have access to this call.
Why: the meeting belongs to a different workspace. Fix: switch to the right workspace (see Navigating Connie), or ask a member of that workspace to share it.
This email may already have been sent. Check the sent folder first.
This email may already have been sent. Check the sent folder first.
Why: Connie isn’t sure whether an earlier attempt to send this action’s email went through. Fix: check your mailbox’s Sent folder before sending again.
Calls and the dialer
Microphone is blocked
Microphone is blocked
Why: your browser isn’t letting Connie use the microphone. Fix: click the microphone or lock icon in the address bar, allow microphone access, reload, and try again.
Pick a caller number in the Number field first.
Pick a caller number in the Number field first.
Why: no phone number is selected for the session. Fix: in Dialer settings, choose a number under Number, or click + Buy a phone number.
No phone numbers found to start a session.
No phone numbers found to start a session.
Why: no row has a valid phone number, or Contact number points at the wrong column. Fix: pick the right column under Contact number.
The line is busy / No answer
The line is busy / No answer
Why: the person didn’t pick up. Fix: turn on Call twice, or click Call again between calls.
The call was blocked by the carrier
The call was blocked by the carrier
Why: the phone network refused the call. The message mentions an account balance; that’s Connie’s phone service, not something you manage. Fix: try another caller number, and contact support if it keeps happening.
Lost connection to the dialer and could not reconnect.
Lost connection to the dialer and could not reconnect.
Why: a network issue, VPN or browser extension. Fix: check your connection, turn off the VPN or blocking extensions, and try again.
My calls are missing from Inbox, Calls
My calls are missing from Inbox, Calls
Why: the Inbox only shows answered calls. Fix: open the session’s Calls tab for every attempt.
There is no audio recording of my call
There is no audio recording of my call
Why: dialer calls are transcribed, not recorded. Fix: nothing to fix; read the Transcript in the session’s Calls tab.
Phone number could not be renewed
Phone number could not be renewed
Why: there weren’t enough credits for the monthly charge. Fix: add credits by the date in the message. After 7 days the number is cancelled and can’t be recovered.
I cannot find my dialing session again
I cannot find my dialing session again
Why: sessions aren’t listed in Records. Fix: while you’re in any session, the left sidebar lists all your Dialer sessions. Bookmark sessions you use often. If you can’t open any session, contact support.