Why Are My Emails Getting Stuck in Drafts When I "Send With Groove"?

Composing a New Message

When using the "Send with Groove" button on a new message, it is possible for the email to seem "stuck" in your Drafts. If you are using the Groove add-in within the Desktop application for Outlook on Windows, you may have a setting enabled called "Cached Exchange Mode". This setting saves a copy of your inbox to your computer in case you want to check your email while you're not connected to the Internet. This setting affects the "Send with Groove" button, because it requires Groove to wait or up to 5 minutes before being sending out your message. Usually the message will send between 0-60 seconds from when you click "Send with Groove" but it can take up to a few minutes in some cases.

If you'd like to avoid this, you can disable Cached Exchange Mode - Details Here.

Replying to a Message

When replying to a message from the Outlook Desktop application on Windows, most of the time your view is in what's called "Inline Reply Mode". This means that the reply box is inline with your Inbox, as opposed to popped out in its own window. In this scenario, when you click "Send with Groove", Outlook's functionality does not let 3rd parties such as Groove to close the email, and move you to the next item in your inbox. Instead, it will look like your email is "stuck" until you navigate away.

In this scenario, you can safely navigate away, and Groove will send your reply out. Alternatively, you can "pop-out" your reply into its own window; after doing so, clicking "Send with Groove" will send your message and close the window for you, similar to a new message.

Why Am I Getting Desktop Notifications When Opening My Own Emails?

Unfortunately, Groove (or other 3rd party applications working in Outlook's application) cannot fully block the self-open notifications. However, you can set up Outlook Desktop to prevent these notifications by default. The way to do this is to block images from being automatically downloaded, as shown below in the Reading section under Preferences:

For Windows Outlook Desktop Users, click File, and then Options. At the bottom of Options, click into the Trust Center, and Automatic Download. Check the "Don't download pictures automatically in standard HTML email messages or RSS items" option:

For users in Outlook browser, click into Settings, General, Privacy and data, and select "Don't use the Outlook service to load images":

How do I set up my Outlook signature in Groove?

It's possible that your organization may have Outlook signatures set up at the server level, meaning that your signature will be appended to any email sent from any platform (Outlook on your computer, your phone, even Groove!).

In contrast to the server level, signatures may be set up at the client level, which means you will have to configure your signature in each method of email sending before they populate for that respective method. You will have to add your signature in your Groove settings for them to populate in flow emails.

Signatures can be added in your flow option settings here, under Email Signature Preview:

Filling out your signature in the Groove signature settings will apply to flow emails only!

If you're not if this applies to you, please reach out to your admin to see how signatures are set at your organization!


Why isn't LinkedIn Sales Navigator loading in Outlook Desktop?

Due to limitations between LinkedIn and Outlook, LinkedIn Sales Navigator is not supported in the Groove add-in within Outlook desktop. However, Sales Navigator is supported in the Groove add-in within Outlook in the browser!

When opening a lead or a contact record in the Omnibar within Outlook desktop, you can click on the hyperlink to open up that person's profile in your browser:

Why is my Outlook add-in unresponsive?

When Outlook and Groove are open overnight, it's possible for the Groove add-in to enter a stale state, rendering it unresponsive. Simply close and reopen the add-in to continue using Groove!

Once re-opened, don't forget to re-pin the add-in for convenience:

Why aren't my emails logging to Salesforce?

There are times when your emails fail to log to Salesforce, for a a few different reasons. The most common of those are:

  • Your Groove account has lost connection to your Salesforce account. If this happens, Groove will prompt you to re-login to Salesforce
  • All recipients of the email are all internal, where the email domain is blacklisted from logging
  • There are no related records found to log the email to
  • There is a validation rule in your Salesforce preventing the email from being logged

If the above doesn't apply, please send support@groove.co an email with the Message ID of the email that isn't logging!

To obtain the Message ID of an email, open the email in your Sent folder, open the Groove add-in, click the Settings icon in the bottom right, scroll down in the Settings, and double click the Message ID in the bottom left of the Settings to copy it to your clipboard:


Why aren't my events logging in Salesforce?

There are times when your events fail to log to Salesforce, for a a few different reasons. The most common of those are:

  • Your Groove account has lost connection to your Salesforce account. If this happens, Groove will prompt you to re-login to Salesforce
  • All recipients of the event are all internal, where the email domain is blacklisted from logging
  • There are no related records found to log the event to
  • There is a validation rule in your Salesforce preventing the event from being logged

If these common reasons do not apply, please send support@groove.co an email with the Event ID of the missing event!

To obtain the Event ID of an event, open the event in your calendar, open the Groove add-in, click the Settings icon in the bottom right, scroll down in the Settings, and double click the Event ID in the bottom left of the Settings to copy it to your clipboard:

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