Check an email arrived, and daily limits
Every email Chattoko sends shows whether it reached the customer. When one doesn't arrive, its ticket comes back to you, so nothing is lost.
Steps
Each short video shows the steps named on it. Press play to watch; the videos have no sound.
Open the ticket. Next to your email you'll see Sending…, then Sent, then Delivered once the customer's mail server has it.
Bounced or Failed means it didn't arrive. The reason shows next to it, for example Not delivered — the customer's mail server rejected it.
In the ticket list, a ticket whose email didn't arrive goes back to Open with a red Not delivered chip, and whoever sent it gets a notification.
If the customer's mail server was only busy, press Retry. If the address was wrong, start a New email to the right one.
To see the emails your team started, open Inbox ▸ Tickets, press More and tick Sent by us.
On Home, Plan & limits shows Emails / day: how many have gone today, out of your plan's daily limit.
Settings ▸ Support Email ▸ Automation explains what counts, and the time the count starts again in your shop's time zone.
Check it worked
Your email says Delivered in its ticket, and Emails / day on Home has counted it.
If it didn't work
- How many emails can we send a day?
- 50 on Solo, 200 on Team and 500 on Scale. Ticket replies (once for each person, Cc and Bcc included), new emails, AI email replies and automatic emails all count. The count starts again at midnight UTC. An email you took back with Undo isn't counted.
- Automatic emails stopped, but we can still reply.
- Automatic emails stop at about 70% of the daily limit, so your team always has room to reply. Connecting your own mailbox (SMTP) on the Sender tab sends automatic emails through it, outside the limit.
- An email to several people says Not all delivered.
- One copy didn't arrive, and the mail service doesn't say whose. The ticket keeps its status, its card shows Not all delivered, and whoever sent it gets a notification. Check the addresses under the reply, and email anyone who missed it again.
- It says the address is blocked after an earlier bounce or spam report.
- Emails to that address stopped after one bounced or the customer marked one as spam. Ask the customer for another address, or ask them to check their spam folder.
Related
Updated