When a connected tool stops working

Keys get deleted, people leave, and tools sometimes remove a webhook on their own. When a connection stops working, Qoren pauses what depends on it, tells you once, and shows you the fix. Once it works again, everything it paused comes back by itself.

For connecting a tool in the first place, see how Integrations work.

What each status means#

Each connection on the Integrations page shows one status:

A Connected badge turns amber when the key expires within 14 days.

The daily check#

Once a day, Qoren checks every connection:

• The key. It asks the tool whether the key still works, in the same harmless way it did when you connected. A key whose expiry date has passed is not tried at all.
• The expiry. Where the tool tells Qoren when a key expires, which today means GitHub tokens, it notes the date and reminds you before it comes.
• The webhooks. For every webhook Qoren set up, it checks that the tool still has it, that it is switched on, and that it still points at Qoren with the right events. A webhook the tool deleted or switched off is put back. Pipedrive, for example, deletes a webhook after 3 days without a successful delivery, Shopify after 8 failed retries, and Stripe and Resend switch off one that keeps failing.
• Missed events, where the tool allows it. GitHub never retries a failed delivery, so the check asks GitHub to send again the ones that failed in the last 3 days. Resend's failed events from the last 3 days are replayed too, and missed cal.com bookings are fetched and delivered once. The provider guides say exactly what each one does.

A tool that does not answer, or is slow, changes nothing: the check tries again the next day.

Qoren does not always wait for the daily check. When a tool refuses the key in the middle of work, for example when an agent calls one of its tools or Qoren fetches a record for a trigger, the connection moves to Needs a new key at once. A "not allowed" answer is checked against the key first, because it often means only that one record is off limits.

When a connection breaks#

When a connection moves to Needs a new key or Needs attention, Qoren:

• pauses its triggers. On the agent's Triggers tab they read Waiting for its connection, and a banner above the list says which tool needs a new key and how many triggers are paused. Events that arrive meanwhile do not wake anyone.
• emails the owner of your Qoren organization, once. The email names the tool and the client and says what to do. It never contains the key or any part of it. A key that stays broken does not email you again every day.
• shows a banner on the Integrations page, above the list, with the fix.
• tells agents the tool is disconnected. An agent that calls one of its tools gets a clear "disconnected" answer instead of an error from the tool, so it can tell you.

12

Fix it#

The banner and the opened connection offer the fixes:

• Replace key (1) opens the connect dialog. Make a new key in the tool, as in the tool's guide, and paste it. It must belong to the same account. The connection goes back to Connected at once.
• Send new connect link, on a client's connection, makes a connect link for the same client, tool and level, ready to copy. When the client pastes a new key there, it replaces the old one on the same connection.
• Check again (2) runs the daily check for this connection now. Use it after you fixed something in the tool, for example after you deleted an old webhook to make room. It answers Working again. Its triggers are back on. or says it is still broken.

For Needs attention, the banner says what went wrong in that tool's words. The usual cause is no room for another webhook, for example Stripe's 16 endpoints or Pipedrive's 40 webhooks per user. Qoren never removes one of your own webhooks to make room. Free a slot in the tool, then click Check again.

What comes back by itself#

As soon as the connection works again, after a replaced key, a client's link or a check that passes:

• triggers that were paused because of the connection come back on, as long as their agent still has access;
• triggers you paused yourself stay paused. Qoren never turns on something you switched off.

Triggers paused because an agent lost access, after you removed it or disconnected the tool, come back once the agent has access to a working connection of that account again.

Key expiry reminders#

When the tool tells Qoren when a key expires, the connection shows Key expires in so many days, and the owner gets an email 14 days and 3 days before. Replace the key before then and nothing pauses. If the date passes, the connection moves to Needs a new key and its triggers pause until you replace it.

Most tools do not report an expiry. cal.com, for one, does not tell Qoren, so note the date you chose when you made the key, or choose one that never expires.

How long event bodies are kept#

Each delivery a trigger receives is kept in its log. The event's body, and what the agent was sent about it, are kept for a time set by your plan:

After that the body is removed and the rest is kept: the event, when it arrived, its status and the agent's summary. This applies to every trigger, connected or not. Disconnecting a tool removes the bodies of its triggers' deliveries right away.