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Before debugging, have these ready: your mail host (Gmail, M365, …), the channel status in your OpenCX dashboard, and a recent message or ticket ID if available.
Looking for setup steps? See Connect Email. For routing logic and session matching, see Email Flow.

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Common Troubleshooting Scenarios

If the connection test stays Pending or ends Failed, the problem is almost always forwarding or headers — not a platform outage on our side.

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AI Not Replying — Checklist

Work through in order. Stop at the first match.
  1. Autopilot disabled — Enable it for email under Autopilot settings.
  2. Helpdesk permissions — If you use Zendesk or HubSpot, verify the AI user has full agent permissions (not Contributor or Light).
  3. Provider rejected the message — Check your helpdesk logs for delivery warnings or invalid-comment flags.
  4. Blocked contact or domain — Confirm the sender is not on your blocklist.
  5. AI chose not to reply — Low-confidence answers, prohibited topics, and human-assigned sessions do not produce an outbound email.

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What Each Message Must Include

Messages that don’t meet these requirements are silently skipped.

New emails

The To field must contain the support address you registered in the dashboard (e.g. [email protected]).

Replies to existing threads

Must come from the same sender as the original email and include the session token — either [12345] in the subject or Ref: #12345 in the body.

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Expectations

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Impact Of Misconfiguration

Misconfigured rules can send the wrong mail into OpenCX for an address you registered — prefer dedicated support addresses. DNS and mailbox ownership remain your responsibility.

Connect Email

Re-check domain, provider setup, and connection test.

Email Flow

Re-check session matching, threading, and outbound format.

Autopilot And Topics

Verify channel-level Autopilot and topic rules.

Human Handoff

AI to human escalation — applies to email sessions.