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Most email problems are in one of three places: the forward from your mailbox, a rule that stops the agent replying, or where the customer’s answer goes. Conversations is the best first check: every email the agent accepted and every reply it wrote is there.

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Forwarding won’t confirm

Gmail sends its confirmation to the agent’s address, which you can’t read directly. WireDesk passes the code and the confirmation link on to the workspace owner, in an email with the subject “Confirm Gmail forwarding to your agent”.
  • If you’re not the owner, ask them for it.
  • Check the owner’s spam folder.
  • The email channel doesn’t need to be on for this; the code is passed on either way.
  • Forwarding doesn’t start until the code is entered or the link is opened.
For providers other than Gmail, a verification email is handled like any other email: with the email channel on, it’s saved and appears in Conversations, where you can read the code or link. Emails from no-reply-style addresses are ignored and not saved, so a verification sent from one of those won’t appear.

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The agent didn’t reply

Open Conversations and look for the email. It isn’t in Conversations at all:
  • The email channel is off. Mail to the address is ignored. Switch on the Email card under Agents → your agent → Channels.
  • Forwarding isn’t reaching the agent. Check the forwarding address in your mail provider matches the address on the Email card exactly.
  • It looked automated. Out-of-office replies, bulk mail, bounces, and mail from no-reply, mailer-daemon or postmaster addresses are ignored without being saved. Test from an ordinary personal account.
  • It came from WireDesk. Mail sent from WireDesk’s own mail domains, including another agent’s address, is never answered. Test from an outside account.
  • It was a duplicate. When the same message arrives twice, through an alias and a group that both forward, only the first is kept.
It’s in Conversations, but there’s no reply:
  • Someone on your team has taken the conversation over. The agent stays quiet while a person is handling it. See request a human.
  • The spend cap is reached. Emails are saved but not answered until the month rolls over or the cap is raised. See spend cap.
  • The sender hit the hourly limit. The agent sends at most 8 replies an hour to one sender. Later emails are saved and not answered until the hour has passed. This mostly catches two automated systems answering each other.
  • The agent failed to write a reply. The email is saved; answer it yourself from the conversation.

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The reply is in Conversations but the customer didn’t get it

The agent’s reply is saved before it’s sent, so a reply in Conversations means the agent wrote it, not that it was delivered.
  • Ask the customer to check their spam folder. Replies come from the agent’s address.
  • Check who the reply went to. The agent answers the address in the email’s Reply-To, if there is one, otherwise the From address. If your forwarding setup rewrites the From address to your own mailbox, replies go to you instead of the customer.

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The customer’s answer never reached the agent

This happens when Your support address (optional) is set on Agents → your agent → Channels → Email, but that address doesn’t forward to the agent. The customer’s answer lands in your support mailbox and stops there. Either set up forwarding from that address to the agent, or clear the field so answers go straight to the agent’s address.

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An answer started a new conversation

Answers are matched to their conversation using the standard email threading headers. If those don’t identify the conversation, an email that is still recognisably a reply (it has threading headers, or its subject starts with “Re:”) joins the most recent conversation with that sender from the last 30 days. Anything else starts a new conversation, and a customer writing a fresh email rather than replying always does.

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Saving the sender settings fails

Only owners and admins can change these settings.