Rainbook

Troubleshooting and FAQ

Quick fixes for the questions admins ask us most, how to send us diagnostics, and how to reach Rainbook support.

Email isn't showing up in Jira

Work through these in order; most answers are in the first three.

  1. Is Rainbook Mail Sync connected? Settings › Mail should show Mail Sync connected with a recent sync. If it asks you to pair again, open Mail Sync's admin page so it shows its Connect code, then press Connect in Settings › Mail, or press Use a pairing string instead.
  2. Is the mailbox connected? Open Jira settings › Apps › Rainbook Mail Sync and check the mailbox is listed and active. If it shows "needs reconnect", reconnect it; this happens when a password changes or an admin withdraws consent.
  3. Is your site on a paid plan? Background capture is part of Standard and Advanced. On the free tier, log threads from the Gmail or Outlook sidebar instead.
  4. Did your team write to them, or are they already in Rainbook? Rainbook captures a thread as soon as someone on your team starts it with, or replies to, a person outside your company. It also captures email where at least one person outside your company is a Contact or open Lead in Rainbook, or writes from the web domain on one of your accounts. Addresses at gmail.com, outlook.com and other free mail services match only when they belong to a Contact or open Lead. Open Leads match by email only, never by company domain; their captured threads offer Open lead. The team member's own sent copy is what counts. A first email from someone new waits until someone on your team replies. When someone on the team replies, up to 6 earlier messages from the 30 days before come with it. To capture more:
    • add the company's domain to its account, or add the person as a contact;
    • choose Always log this thread in the sidebar to capture the rest of one thread;
    • or ask an admin to turn on Capture all external email in Settings › Mail › Capture rules (it is off unless an admin turns it on) to capture every external conversation. New threads with no known customer land in Inbox → Unlinked threads, where you can link them to a record. Choose Create account and contact, Create contact at <Account> when the domain's Account exists, or Open lead when the person is an open Lead. On sites with Legal-pack walls or the Regulated pack, new threads stay Private to the mailbox owner until linked; shared mailboxes there keep the known-customer rule.
  5. Was the email left out on purpose? Mail with more than 100 outside recipients is skipped unless a known party (a Contact, an Account's domain or an open Lead) is on the thread, or the thread is already being followed. Exactly 100 outside recipients is within the limit. Mailing-list headers still mark mail as bulk unless the sender is an exact Contact or open Lead. Rainbook also skips internal-only mail (choose the customer record in the sidebar, then Log to log one yourself), spam, trash and drafts, anyone on a never-log or blocked list, and threads labelled "Rainbook/Don't log" in Gmail or categorised "Rainbook: Don't log" in Outlook.
  6. Has it had time? Mail Sync checks a busy mailbox every 5 minutes and a quiet one every 15, so most email reaches Jira within about 10 minutes. Very large sites check less often; Mail Sync's admin page shows the current interval.
  7. Did a capture fail? Settings › Mail › Failed messages lists messages Mail Sync couldn't save in the last 30 days and why. Choose Try again in Mail Sync.
  8. Was it captured, but you can't see it? A new thread is private to its owner for a moment, then opens up to everyone who can see its account or deal, usually within two minutes and always within five. On sites with Legal-pack walls or the Regulated pack, new threads stay Private to the mailbox owner until linked; shared mailboxes there keep the known-customer rule. If it stays hidden, see the next question.

Someone can't see a deal or an email

Rainbook shows each person what Jira lets them open. Check:

  • Is the deal private? Its header reads "Private · N people". The deal's owner or a Rainbook admin who can open it can choose Edit people to add someone.
  • Is the thread kept private? A Private lozenge on the thread means only its owner and the people its Private security level allows see it: by default, the owner and members of rainbook-admins. The owner, or an admin who can open it, can switch the Private toggle off.
  • Who sees customers on your site? If your site limits Rainbook to a group and its access answer is Only CRM users, people outside that group can't open accounts, deals or email, though they still see customer names and revenue on their own work. Add them to the group, or switch to Everyone in Jira: in Jira settings › Apps › Rainbook, choose Run setup again.
  • Is the account limited to its account team? Add the person to the account's Account team field.
  • Is the email linked to the right record? Email follows the record it's linked to. Use Change link on the thread to move it.
  • Did you just change a setting? Rainbook re-shares records straight away.

Totals stay honest when someone can't open every record: they show a note such as "Excludes 1 deal you can't open" rather than a smaller number with no explanation.

"You've used today's 25 analyses"

Each person can run up to 25 Ask analyses a day, within a monthly fair-use limit for each person. When someone reaches a limit:

  • For them: questions that fit a report still answer, and the analyses reset at midnight. Reports, search and everything else keep working. They can choose Build this report yourself to get the same chart from the report builder, Ask in Rovo where your site has Rovo, or Ask an admin for more.
  • For you as an admin: you get an admin notification in the bell when someone reaches their monthly fair-use limit, so you can give them more. In Settings › AI budget you can set the daily number of analyses for your site between 1 and 100 and see who is using the most.
  • If the whole site uses its month's AI actions, Ask and drafts keep working, and Settings › AI budget shows the reset date. If summaries have paused, Rainbook support can add AI actions for the month with a free top-up code: ask through support.
  • "Rainbook is still working on your last few requests. Try again in a minute." Someone sent many requests in a short time. Wait a minute and try again.
  • "This thread has reached 20 follow-ups." Start a new question. Advanced allows 40.
  • On the free tier, Ask runs about 60 to 100 analyses a month, then the report builder takes over until the next month.

Everyone on the site can see everything

That's how Jira Free works. On Jira Free, everyone on the site sees every record; private deals and private threads need Jira Standard or above.

Jira Free also gives your site 2 GB of file storage, shared with everything else on the site. Settings › Privacy and data shows how much Rainbook's files use and warns you at 80%. When you upgrade to Jira Standard, Rainbook notices within a day, offers to add its security levels, and then gives every record the right level for you.

Change who uses Rainbook

Earlier sites can switch from group-only access in Settings › Access › Who uses Rainbook. The confirmation names who gains or loses access. On Jira Free, use Run setup again in Jira settings › Apps › Rainbook. With the Regulated pack, use stays group-only and only members of rainbook-admins administer Rainbook.

The Gmail or Outlook sidebar won't connect

  • Can you use Rainbook? Everyone who can open the CRM space can pair a sidebar. If the sidebar says you can't use Rainbook, ask your Jira admin for access to the CRM space or, if your site limits Rainbook to a group, to add you to it.
  • Is Rainbook Mail Sync installed? The sidebars need it, and it's free for sites of up to 10 users.
  • Connect in one approval. In the sidebar, choose Connect to Rainbook, check your Jira site address, and choose Approve on the page that opens. In Outlook, copy the key the page shows and paste it into the waiting sidebar.
  • Use a pairing key instead. In Rainbook, open Settings › Inbox sidebars, choose Open Rainbook Mail Sync settings, then Create pairing key, then paste it into the sidebar's Use a pairing key instead link. A key works once and for 10 minutes.
  • Shared inboxes don't connect automatically; pair them with a key.
  • Connected before and now signed out? A sidebar unused for 90 days, or one an admin revoked, needs pairing again.
  • Just moved from Rainbook Beta? Everyone pairs once with Rainbook.

See Sidebars for the full set-up.

An import stopped or shows errors

  • Not allowed to import? Imports run from Settings › Import, for members of rainbook-admins only. Being a Jira admin isn't enough: ask a member, or a Jira admin, to add you to the group in Jira's groups.
  • A file is refused. Rainbook checks size and format before reading anything, and the message names the limit. Save very large spreadsheets as CSV, which handles far bigger files than XLSX.
  • You closed the tab. Reopen Settings › Import: the run resumes where it stopped, with no duplicates. If your browser's storage was cleared, select the same files again and Rainbook checks they match.
  • "Import running in another window." Another tab or admin holds the run. It frees up two minutes after that window closes.
  • The import paused by itself. Jira asked Rainbook to slow down. The run resumes on its own once Jira's limit resets.
  • A required field blocks the import. The dry run lists fields your Jira setup requires that Rainbook doesn't fill. Settings › Overview offers Repair under Configuration checks.
  • Some rows failed. The validation report lists every skipped and failed row with the reason, and you can download it as CSV. Fix the source rows and import again: a second run updates the records it already created instead of duplicating them.
  • Attachments switched off on Jira Free. When email attachments would take your site past Jira Free's 2 GB, Rainbook switches them off and tells you how much space they need. Turn them back on, or skip older threads.
  • Want to start over? Undo import is available for 14 days after a run finishes.

See Import for the full guide.

Copy diagnostics and share them with support

Settings › Overview has a Support section with Diagnostics for support. It gives us what we need to help you quickly, without anyone needing access to your site:

  • Show diagnostics shows you the whole diagnostics bundle first: Rainbook's version and build, your licence, edition and packs, your settings, Rainbook's queues and Jira usage this hour, the last configuration check, the last 50 items Rainbook couldn't process, the last 50 job errors, and your Mail Sync connection.
  • Tick Include the record I'm asking about and enter its key (for example ACME-12) to add that record's details and AI outputs, so we can see what Rainbook holds for it. Rainbook adds them only when you can open that record in Jira yourself.
  • Copy diagnostics copies the bundle, ready to paste into your support request.
  • Share diagnostics with Rainbook support saves the bundle as a file and opens a new Get help request on our support portal in a new tab, ready for you to attach it.

The bundle leaves your site only through your browser, when you attach it to a request. Rainbook itself sends it nowhere. Message bodies are left out unless you tick Include the record I'm asking about, and even then the bundle holds that record's details and AI outputs, not the emails themselves. Each copy and each share is recorded in activity history with your name and the time.

Give Rainbook support hands-on access

Sometimes it's quicker for us to look at your setup with you. You can invite Rainbook support as a Jira user for a set time:

  1. In Atlassian Administration, go to your users and choose Invite users.
  2. Invite support@rainbook.humanr.ai and give it access to Jira only.
  3. If your site limits Rainbook to a group, add it to that group. Add it to rainbook-admins only if we've asked to look at Rainbook's admin pages.
  4. Tell us in your support request, and agree how long we need, for example until Friday.
  5. When we're done, remove the user, or remove its Jira access, in Atlassian Administration.

While the user has access, everything we do appears in Jira's history and Rainbook's activity history under that name. Atlassian counts it as a Jira user while it has access, so if your site has exactly 10 users, adding it takes your site past the free tier's 10-user limit; ask us for a screen-share session instead.

Contact Rainbook support