FAQ and troubleshooting
How sending works
Section titled “How sending works”Can I choose whether a message goes through Allegro or by email?
Section titled “Can I choose whether a message goes through Allegro or by email?”No, and this is not a missing feature. You send a message once, and Allegro delivers it to the buyer on the site and notifies them by email. That is why the panel has no channel picker and no mail settings.
I sent a message but I can’t see it in the conversation
Section titled “I sent a message but I can’t see it in the conversation”Failed sends deliberately do not create a bubble, so the conversation shows only what the buyer actually received. The reason for the failure is in Configuration → Logs.
Automation
Section titled “Automation”Why didn’t the autoresponder reply?
Section titled “Why didn’t the autoresponder reply?”The three usual causes:
- The thread is taken by a person — automation stays out of the way.
- A template variable could not be filled from the data. A message with a gap in it will not be sent.
- Polling is off — check in Configuration whether it is running and whether it starts automatically after a restart.
A buyer got a rating request although they had already rated
Section titled “A buyer got a rating request although they had already rated”The app checks submitted ratings, but that needs a consent which may have been granted later than the account connection itself. Reconnect the Allegro account (Configuration → Allegro account).
Discussions and complaints
Section titled “Discussions and complaints”I clicked “End discussion” and the thread still isn’t closed
Section titled “I clicked “End discussion” and the thread still isn’t closed”That is how Allegro works: a discussion is not closed by one side. Clicking sends the buyer a request to end it, and the thread gets an “End requested” badge. It is fully closed only once the other side ends it too, or Allegro closes the case.
A closed thread came back to the list
Section titled “A closed thread came back to the list”The buyer wrote again. The thread returns as “Waiting for you” with a “↻ reopened” badge so that it doesn’t get lost among the closed ones.
Working as a team
Section titled “Working as a team”“Thread handled by someone else” — and I can’t reply
Section titled ““Thread handled by someone else” — and I can’t reply”That is a deliberate lock, so that two people don’t reply to a buyer at the same time. Whoever holds the thread can release it; administrators and managers can take it over regardless.
Activation
Section titled “Activation”| Message | What to do |
|---|---|
| Allegro account not connected | Connect the account before activating the licence |
| Invalid key | Check that the whole key was pasted |
| Key used on another account | A key belongs to one seller account |
| This account already has a licence | Use “Renew” instead of “Activate” |
Still not working
Section titled “Still not working”Write to contact@redpulse.tech or book a call. If you can, include the excerpt from Configuration → Logs covering the moment the problem appeared.