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Customer reply emails are not arriving

If customer reply emails aren't arriving, start with your sending-domain configuration, then check unsubscribe status, notification preferences, and deliverability.

Configure your sending domain

DeskCrew only sends outbound mail when both SMTP_HOST and EMAIL_FROM are configured for your sending domain. Until then, notification emails are silently skipped. Set your sending domain so customer-facing mail comes from your brand.

Note: Replies thread back via a signed Reply-To address (support+<token>@<domain>), so customers should reply to that, not the from address.

If mail still doesn't land

  1. Check that the customer hasn't unsubscribed — customer emails carry one-click List-Unsubscribe.
  2. Confirm the per-tenant and per-recipient notification preferences are on in Dashboard → Notifications.
  3. Verify the email isn't going to spam: configure SPF, DKIM, and DMARC on your sending domain.

Note: Agent (AI) writes are inbox-less and never email a customer until a human approves.

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Customer reply emails are not arriving · DeskCrew