Email Delivery Problems

Inbound: customer emails aren’t arriving in Convot

Check that the email channel is configured

1. Go to Settings → Apps → [app] → Email Channel.
2. Confirm the email channel is enabled and shows an active forwarding address.

Check your custom domain MX record

If you’ve set up a custom email domain, the MX record routes customer reply emails into Convot. If the MX record is missing or incorrect, replies go nowhere.

1. Go to Settings → Apps → [app] → Email Domain.
2. Check that the MX record shows Verified.
3. If it shows Missing or Error, re-add the record at your DNS provider and click Verify domain setup.

Check the ownership TXT record

The ownership TXT record must be verified before Convot accepts inbound mail. Check it is verified on the Email Domain settings page.

Ask the customer to check their sent folder

If a customer says they replied but you don’t see it, ask them to confirm the reply went to the expected address. They may have replied to a different email thread by mistake.

Outbound: replies from Convot aren’t reaching customers

SPF or DKIM failing

If recipients are seeing your email in spam or rejecting it, SPF or DKIM may not be configured correctly.

1. Go to Settings → Apps → [app] → Email Domain.
2. Check that all six DNS records show Verified - especially SPF and DKIM.
3. If any are missing, re-add them and verify again.

You can also test deliverability with a tool like mail-tester.com - send a test message from Convot to the address they give you and check the score.

Emails landing in spam

Even with SPF, DKIM, and DMARC in place, some inboxes may initially mark new sending domains as spam. This typically resolves after a few weeks of normal sending volume. Configuring the Return-Path record (also shown on the Email Domain settings page) helps with this.

Customer hasn’t confirmed their email

Some customers may have a strict spam filter that requires a whitelist step. Ask them to add your sending address to their contacts.

Still using the default Convot addresses?

If you haven’t set up a custom email domain, Convot sends from [email protected] and receives replies at chat-mail.convot.io. If delivery problems persist with the default addresses, email [email protected].

Need help diagnosing?

Email [email protected] with:

• The app key and custom domain (if any).
• An example of an email that didn’t arrive (recipient, timestamp, subject).
• Screenshots of your DNS records on the Email Domain settings page.