Emails aren't arriving in Chattoko
Emails reach Chattoko only through the forwarding rule in your own email service. These checks find where they stop.
Steps
Open Settings ▸ Support Email ▸ Mailbox. Awaiting first email means no email has reached Chattoko yet.
Press Test pipeline. If a practice ticket is created, Chattoko is working and the forwarding needs fixing.
Open Connect your mailbox and look for the step that's still waiting.
Gmail and Zoho Mail won't forward until you enter their confirmation code. Find it in Inbox ▸ Tickets or press Open the confirmation email, then enter it in your email service.
In Gmail, after verifying, choose Forward a copy of incoming mail to your Chattoko address and press Save Changes. In Zoho Mail, check the switch next to the address is on.
On Microsoft 365, an admin may need to allow forwarding to outside addresses. Outlook sends no confirmation code, so nothing shows until mail flows.
Check the forwarding address is exactly Your inbound address: press Copy and paste it into your email service again.
Send your test from a different account than the support mailbox, such as your personal email.
Press Open the Block list and check the sender isn't there. Email from a blocked sender is dropped, with no ticket.
Check it worked
Email your support mailbox from a personal account. Within about a minute a ticket appears in Inbox ▸ Tickets, and Connect your mailbox shows First email received.
If it didn't work
- A teammate can't see the new tickets.
- Open them in Settings ▸ Team and check Tickets they see. Only tickets assigned to them hides the others. Tickets of a private team show only to its members, owners and admins.
- Emails to a team address don't arrive.
- Each team address has its own Chattoko address. In Settings ▸ Support Email, under Team addresses, forward it to the address shown on its own row, not to the general inbox's.
- The tickets arrive, but nobody answers them.
- The AI's email replies start off. Turn on Email & tickets in Brain ▸ Configure ▸ Channels, or answer them from Inbox ▸ Tickets.
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