Why didn't my customer receive my reply?
Nothing worse than a customer saying "I never heard back from you" when you know you responded. Let's troubleshoot.
1. Check If It Was an Internal Note
This is the #1 cause. Internal notes (yellow background) are team-only—customers never see them.
How to check:
- Open the ticket
- Look at your message background
- Yellow = internal note (team only)
- White = customer reply (they should have received it)
If you accidentally sent an internal note, just resend as a regular reply.
2. Check Delivery Status
Hover over your message to see the delivery indicator:
- ✓ Sent - Left our servers
- ✓✓ Delivered - Reached their mail server
- ⚠️ Failed - Something went wrong
If delivery failed:
- Verify their email address is correct (typos happen)
- Check if their domain is blocking your emails
- Ask them to whitelist your support email domain
3. Spam Folder
The classic culprit. Ask your customer to:
- Check their spam/junk folder
- Add your support email to their contacts
- Mark your emails as "not spam" if found there
4. No Email on File
If the customer came through chat, they might not have an email address in their profile.
- Check their customer profile
- Add their email address
- Resend the message
5. Email Bounce
Sometimes email addresses become invalid (employee left, inbox full, etc.). Check the delivery status for bounce details.
Prevention Tips
- Ask customers to whitelist your support domain
- Use clear, recognizable subject lines
- Avoid spam trigger words in your messages
- Confirm email addresses when customers reach out
Still having issues? Contact us—email delivery problems are no fun.