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Communications Troubleshooting

Diagnose and fix common issues with email sync, Google Workspace connection, Microsoft 365 integration, WhatsApp, and message delivery in Muin.

Email Sync Issues

Emails not appearing in Muin

  1. Check the connection status — go to Settings → Integrations and verify your email provider shows Connected (green).
  2. Re-authenticate if expired — OAuth tokens expire. Click Reconnect to refresh.
  3. Check the sync folder — Muin syncs from your Inbox and Sent folders by default. Emails in subfolders may not sync unless explicitly included in settings.
  4. Verify the email address — make sure the connected account matches the address you’re expecting to sync.

Sent emails not tracked

  • Muin tracks outbound emails sent from Communications → Compose automatically.
  • Emails sent directly from your email client (Gmail, Outlook) are synced only if the Sent Mail Sync option is enabled in Settings → Integrations → [your provider].

Google Workspace

”Authorization failed” on connection

  • Make sure you are connecting the Google Workspace admin account, not a regular user account.
  • Google Workspace connections require admin consent for org-wide access. If you’re not the Workspace admin, ask your admin to authorize from Admin Setup.

Emails sync but contacts don’t

  • Google Workspace contact sync requires the Contacts scope. Disconnect and reconnect, ensuring you approve all requested scopes when prompted.

Connection keeps dropping

  • Google OAuth tokens expire and need periodic re-authorization. Enable Auto-Renew in Settings → Integrations → Google Workspace to minimize disruptions.

Microsoft 365 / Outlook

”Permissions denied” error

  • Microsoft 365 connections require either:
    • User-level consent (for personal mailbox access)
    • Admin consent (for org-wide access, required for some tenants)
  • If your org requires admin consent, have your Microsoft 365 admin approve the Muin app in the Azure Active Directory admin center.

Calendar events not syncing

  • Calendar sync is a separate toggle from email sync. Check Settings → Calendar → Connections to confirm your Microsoft 365 calendar is connected.

Two-factor authentication blocking OAuth

  • Microsoft 365 with Conditional Access policies may block OAuth from Muin’s registered app. Contact your Microsoft 365 admin to add Muin to the allowed apps list, or use an App Password if your org supports it.

WhatsApp

Messages not delivered

  1. Check that your WhatsApp Business number is verified (green check in Settings → Integrations → WhatsApp).
  2. WhatsApp message templates must be pre-approved by Meta before they can be sent. Check approval status in your Meta Business Manager.
  3. Contact window: WhatsApp only allows free-form messages within 24 hours of a customer’s last message. Outside that window, you must use an approved template.

”Template rejected” by Meta

  • Templates are rejected if they contain prohibited content (promotional language in utility templates, phone numbers, URLs in template variables, etc.).
  • Resubmit with adjustments. See WhatsApp Setup for template guidelines.

Custom Ingestion Domain

Emails forwarded to your ingestion address not appearing

  1. Verify the forwarding rule is correctly configured in your email provider (allow up to 5 minutes for forwarding to propagate).
  2. Check the ingestion address is correct — it follows the pattern <your-tenant-slug>@inbound.falaah.ai.
  3. Check the Ingestion Log in Settings → Integrations → Email Forwarding for delivery status.

Still stuck?

Open a support ticket from Help → Contact Support with:

  • Your connected email provider
  • The email address that’s failing to sync
  • The approximate time of the last successful sync

Next Steps