OAuth Errors appear when sending emails using an existing Gmail or O365 email connection with Playbooks Extension

Overview

Agents are unable to send emails through Playbooks Extension when using a Gmail or O365 account. They receive the error stating, "Unable to Fetch User OAuth Settings: Undefined" or "Error occurred while authenticating. Please reattempt this OAuth process."

Solution

Xant Playbooks leverages Gmail and O365's APIs for interacting with your email account using OAuth 2.0 to authenticate the connection. This error shows when a user's existing connection with their Playbooks Extension has issues collecting the necessary OAuth settings to authenticate the API calls.

To establish a fresh connection, reference Updating Agent Email Connection to reconnect the agent's email. 

Testing

Once the email connection has been reconnected using the steps within the linked article, attempt to send a Test Email using the Playbooks Extension. 

If the issue persists, please submit a ticket to Xant Support.