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Getting Started with Yello for Yelp.com Basic Edition

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Troubleshooting Yello for Yelp.com Basic Edition

1. Confirm system requirements

  • Browser: Use the latest version of Chrome, Firefox, Edge, or Safari.
  • OS: Windows ⁄11, macOS 10.15+, or recent Linux distributions.
  • Network: Stable internet with low packet loss; avoid captive Wi‑Fi portals.

2. Verify account and permissions

  • Sign-in: Ensure you’re logged into the correct Yelp.com account associated with your Yello integration.
  • Permissions: Confirm Yello has required access to your Yelp business profile and messaging. Reauthorize the integration in Yello if permissions changed.

3. Check integration status

  • Connection: In Yello’s integrations/settings page, confirm the Yelp.com Basic Edition shows as “Connected.”
  • Logs: Review recent sync logs for failures or error codes and note timestamps for support.

4. Common issues and fixes

  • Data not syncing

    • Refresh the connection token by disconnecting and reconnecting Yelp in Yello.
    • Manually trigger a sync from Yello’s dashboard.
    • Confirm API rate limits aren’t exceeded; stagger large syncs.

  • Missing reviews or responses

    • Ensure Yello’s sync window covers the review dates.
    • Check filters in Yello that might hide certain reviews (location, rating, date).
    • If reviews appear on Yelp.com but not in Yello, re-run the import and check for API errors.

  • Automated responses not sending

    • Verify response templates are active and assigned to the correct triggers.
    • Confirm Yello’s outbound messaging quota isn’t exhausted.
    • Test with a single review to isolate template or trigger issues.

  • Broken links or images

    • Ensure assets are hosted on HTTPS endpoints.
    • Re-upload images in Yello and update any cached references.

  • Permission denied / 401 errors

    • Reauthenticate the account and regenerate API credentials if applicable.
    • Confirm the Yelp account hasn’t been suspended or had role changes.

5. Diagnostic checklist

  1. Confirm internet and browser health.
  2. Re-login to Yelp and Yello.
  3. Reauthorize the integration token.
  4. Trigger a manual sync and note any error messages.
  5. Inspect Yello logs for timestamps and error codes.
  6. Test a single-item workflow end-to-end.

6. When to contact support

  • Persistent 4xx/5xx API errors after reauthorization.
  • Missing data that appears on Yelp.com but fails to import.
  • Account suspension or permission disputes on Yelp.

7. What to include when contacting support

  • Business name and Yelp URL.
  • Exact error messages, codes, and screenshots.
  • Timestamps (UTC) of failed syncs and sample review IDs.
  • Recent actions taken (reauthorize, manual sync, template edits).

8. Preventive tips

  • Schedule regular reauthorization (every 90 days) if tokens expire.
  • Keep templates and triggers documented and versioned.
  • Monitor sync logs weekly and set alerts for failures.

If you want, I can draft a troubleshooting email template you can send to support with the details above.

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