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Hi,
 

Within my company I am setting up / dry-running Personio Conversations for our HR Department to use in a later stage on production.

After creating teams, setting up SLAs, I am trying to create requests through the pre-configured e-mail integration, using the team's e-mail address.

(as described in the documentation: https://support.personio.de/hc/en-us/articles/7094238960925-Submit-a-request-using-Personio-Conversations).


Unfortunately, upon e-mailing from a personal work account, I am not retrieving a new request in the Requests dashboard in Personio Conversations.

Maybe there is something I have missed in the initial configuration, although I cannot find it. Manually creating a request within Personio Conversations works as expected.

 

Let me know what else I can try, thank you.

DZ

Hi ​@JayJB 

We use the Slack integration instead of email but I just tested this myself and it worked fine. Have you checked if the email address you send it to is identical to the one showing in Conversations? When you click on the company name at the top left, in the dropdown you’ll have a list of the teams and their email addresses.

Hi Sabbu,


Thanks for your answer.

  • The e-mail integration is active. (We also use the Teams integration, which works as expected)
     

     
  • I’ve validated the e-mail addresses that were used to receive requests from the teams overview. Multiple e-mails were send to all of these addresses:

     
  • Also, e-mails are send from the Outreach section in Personio Conversations for outgoing e-mails.
     



    Unfortunately all these e-mails are not arriving or received. I also had our companies Network-IT department whitelist the relevant e-mail addresses and the Personio domains in our networking settings, to prevent any possible blockage there.

    We are not receiving a bounce back e-mail neither (common when a server is refusing traffic because of an invalid recipient).

    Let me know if there is something else I can try.

    With kind regards,
    Diego

Hi Diego,

hmm I see. Seems like a very technical question and maybe something to ask the Personio Support directly by opening a ticket to them.

I also want to add though, that we’ve been experiencing issues with the Slack integration, not receiving notifications, etc. Personio has been made aware of this but maybe this is in any way connected. On the other hand, when I send an email through, I do receive this.

I’m sorry to not be of better help 🙃

 

Hi Sabbu, 

Thanks for replying. Where could I submit a ticket for Personio Support?

 

Kind regards,

Diego

Hi Diego,

Within Help & Feedback, click on Get Help and then when the Assistant opens, at the top right you can click on this kind of wheel and click contact us.

 

 

However, to be able to do this you’d need to be an account owner (see within Settings - Support - Support - Account owners).

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