Common Troubleshooting Scenarios
| Symptom | Likely cause | What to do |
|---|---|---|
| Pending a long time | Rule not delivering to [email protected], or filters blocking the test | Send a manual message to your support address and verify a copy reaches the forward destination. |
| Failed after ~5 minutes | Inbound never showed your registered address in To | Inspect headers (BCC-only paths may not match). Fix the rule, then re-run the wizard test. |
| AI replies to automated or out-of-office emails | Auto-replies and notifications are forwarded alongside real mail | Block the sender in Blocked Contacts — add known noreply@ and do-not-reply@ domains proactively. |
| Customer receives duplicate AI replies | Customer sent multiple messages before the first AI reply arrived | Each new message triggers a separate response. Ask customers to wait for the first reply before sending follow-ups. If duplicates persist on single messages, contact support. |
If the connection test stays Pending or ends Failed, the problem is almost always forwarding or headers — not a platform outage on our side.
AI Not Replying — Checklist
Work through in order. Stop at the first match.- Autopilot disabled — Enable it for email under Autopilot settings.
- Helpdesk permissions — If you use Zendesk or HubSpot, verify the AI user has full agent permissions (not Contributor or Light).
- Provider rejected the message — Check your helpdesk logs for delivery warnings or invalid-comment flags.
- Blocked contact or domain — Confirm the sender is not on your blocklist.
- AI chose not to reply — Low-confidence answers, prohibited topics, and human-assigned sessions do not produce an outbound email.
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.Expectations
| Area | Detail |
|---|---|
| After mail hits the shared forwarding address | Allow about one minute after forwarding. |
| Connection test (UI) | May take up to ~5 minutes before timeout. |
| Large volumes | Large volumes may take multiple cycles to process. |
| Session auto-resolution | Email conversations with no activity auto-resolve after a configurable window. Contact support to adjust your org’s threshold. |
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.Related Documentation
Create Email Agent
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.