Fixing problems with sending through Follow Up Boss

Trevy sends every email through your Follow Up Boss account, using an automation called "Trevy Send" that you build once in FUB. The full setup is in sending through Follow Up Boss. This article covers the problems the Send through Follow Up Boss card, at the top of the Emails page, can list, and how to fix each. Only the team lead's account can set this up.

After each fix, click Check setup. The card says "Setup checks out." when everything is right, and only then can you switch sending on: until then the switch is greyed out.

Problems with the "Trevy Send" automation

Fix these in Follow Up Boss, in the automation named "Trevy Send":

• Create an automation named "Trevy Send"... Trevy found no automation with that exact name. Create it with the trigger Manually applied and one action, Send email from the lead's assigned agent, sent immediately, using the "Trevy Send" template. Then turn it on.
• Turn on the "Trevy Send" automation. It exists but is switched off.
• "Trevy Send" needs a single "manually applied" trigger.
• "Trevy Send" needs exactly one action: Send email.
• The email in "Trevy Send" must use the "Trevy Send" template.
• The email in "Trevy Send" must come from the lead's assigned agent.
• The email in "Trevy Send" must send immediately.
• Remove every step from "Trevy Send" except the trigger and the email.
• Turn off "run once per contact" on "Trevy Send". Trevy sends many emails to the same contact through it.
• Trevy can't find the "Trevy Send" automation or its template. Check they still exist. One was deleted in FUB. Click Check setup and Trevy creates its template again. If the automation is gone, build it again and point its email at the "Trevy Send" template.

Problems with Trevy's custom fields

While FUB sends an email, Trevy keeps it in custom fields on the contact: "Trevy Subject", "Trevy Message", "Trevy Message 2" and so on. Check setup creates them.

• Reconnect Trevy as the account owner so it can add its custom fields. FUB didn't let the connected user add custom fields. In Settings → General, click Reconnect (or Update API Key), connect as the FUB account owner, then click Check setup.
• The "Trevy Subject" custom field must be a text field... (or the same for a "Trevy Message" field). A field with that name already exists in FUB but isn't the plain text field Trevy needs. Rename or delete it in FUB, then click Check setup so Trevy can add its own.
• The "Trevy Send" template no longer merges Trevy's fields. Run the setup check again. The template was edited. Click Check setup and Trevy puts it back.

Leave Trevy's fields and template as they are. Once a day Trevy checks its fields and adds back any that were deleted.

Connection messages

• Follow Up Boss didn't accept Trevy's connection... or This Follow Up Boss key reaches a different FUB account... See Follow Up Boss didn't accept Trevy's connection.
• Couldn't reach Follow Up Boss to check the setup. Try again in a minute. FUB didn't answer. Try again shortly.

Problems can show up later

Trevy reads the "Trevy Send" automation again each time it sends. If someone changes it or switches it off in FUB, Trevy stops sending, the card lists what's wrong under "Setup needs the steps below.", and emails wait until it's fixed.

Each agent also needs their email connected in Follow Up Boss, since that's where FUB sends from.