Outlook Email Sending Errors

Incident Report for Salesloft

Resolved

This issue is now considered resolved. Thanks for your patience.

Posted Jun 07, 2024 - 18:15 EDT

Monitoring

The Salesloft team has implemented a fix and, as a result, has seen errors dramatically decrease back to normal levels. We will continue to monitor the system to ensure the error rate is stable. Thanks again for bearing with us as we worked to resolve this issue.

Posted Jun 05, 2024 - 16:01 EDT

Update

The Salesloft team continues to work with our partners at Microsoft to implement a long-term fix for the errors customers are experiencing when replying to lofted emails inside the Salesloft application.

In the meantime, we recommend customers experiencing the errors try the following:
- Retrying failed emails from within the Salesloft platform

- Utilize the Outlook add-in. More information on adding this can be found here: https://help.salesloft.com/s/article/Salesloft-Connect-for-Outlook-Windows-and-Mac?language=en_US#Install_Connect_Windows_Mac

- Increasing your email send delay to 60 seconds. More information on how to update that setting here: https://help.salesloft.com/s/article/Manage-Team-Email-Settings?language=en_US#Set_Daily_Send_Limit_and_Adjust_the_Email_Delay_Time

- Disabling HVE (High Velocity Email) in your Azure environment can also help prevent these errors. Consider contacting your IT team to ensure that setting is disabled.

Thank your for your continued patience as we work to resolve this issue.

Posted Jun 04, 2024 - 11:44 EDT

Investigating

We have multiple reports from customers who are receiving intermittent errors when attempting to send emails from their connected Microsoft emails from inside the Salesloft Application.

Our team is working with our counterparts at Microsoft to find a long-term solution to this issue, which appears to be caused by unexpected changes to the Microsoft API.

Temporary Solutions
- This happens when a user replies to an already lofted email thread in the Salesloft application. Retrying these failed emails has shown to be successful.

- The other thing customers can do is utilize the Outlook add-in, which is also showing more success in the interim. More information on adding this can be found here: https://help.salesloft.com/s/article/Salesloft-Connect-for-Outlook-Windows-and-Mac?language=en_US#Install_Connect_Windows_Mac

- Disabling HVE (High Velocity Email) in your Azure environment can also help prevent these errors. Consider contacting your IT team to ensure that setting is disabled.

Thank you for your patience as we continue to work with our Microsoft counterparts on a longer-term solution. We will provide more updates as we have them.

Posted May 31, 2024 - 13:29 EDT

This incident affected: 3rd Party Integrations (MS Outlook).