Customer reply emails are not arriving

Replying to a ticket normally emails the customer automatically. There's nothing to configure. If a customer says they didn't get your reply, work down this list.

1. Check the ticket timeline

Open the ticket. Your reply should appear as a sent agent reply. If your message is still sitting as an AI draft in the approval queue, it hasn't been sent yet. Drafts never email a customer until a teammate approves them.

2. Check the customer's address

The reply goes to the email on the customer's profile (shown on the ticket). Tickets that arrived from live chat may have no email at all until the visitor shares one. In that case there's nowhere to send a reply, and the conversation lives in the chat thread instead.

3. Ask them to check spam. Then reply to the right thing

Our shared sending domain is authenticated, but any first email from a new sender can land in spam. Tell the customer to reply directly to the email they received. Replies thread back onto the ticket automatically.

4. Check they haven't unsubscribed

Customer emails carry a one-click unsubscribe. If the customer used it, we stop emailing them (you'll still see the conversation in the dashboard). They can re-subscribe by emailing your support address again.

5. Check your notification settings

Dashboard → Notifications controls which emails your workspace sends. If "Ticket reply" style notifications were switched off for the workspace, replies won't go out by email.

6. Using your own send domain? Re-check its DNS

If you set up "Send from your own domain" (Dashboard → Install) and its DNS verification has lapsed. For example after changing DNS providers. Sending falls back to the shared address automatically, so mail still delivers. But if you edited or removed those DNS records recently, re-open that section and re-verify.

Still stuck? Email us at [email protected] with the ticket number and the customer's address. We can check the delivery log.