Articles on: Troubleshooting

Why am I not receiving emails in my Crisp inbox?

This article will shed light on the way inbound emails (emails received in your Crisp inbox) are handled within Crisp and help you get a better grasp of the security measures deployed to protect you and your business, as well as ensure your communication remains streamlined and uncompromised.

Modern security systems are commonly implemented to protect from various types of undesired emails. Whether these are spams, phishing or spoofing attempts, Crisp has implemented various protocols to fight these off and preserve the integrity of your incoming emails.
Such methods can occasionally lead to some emails being dropped. We're going to review what some of these security layers are, and how you can easily identify the reason why an email may not have landed in your Crisp inbox.

This article address inbound emails (emails sent or redirected to your Crisp inbox). If you question about outbound email deliverability (emails sent from your Crisp inbox), you can visit this dedicated article

What can prevent emails from being received in a Crisp inbox?

There are a few reasons emails may not have been received in your inbox. For an email to land there, it must pass a few security checks to assess its legitimacy and provide a layer of protection.

Spam Filtering

When an email is redirected to your inbox, Crisp will use a variety of methods and technologies to evaluate the email and attribute it a score. Based on this score, the email may be categorized as spam to certain degree.
When emails are dropped due to suspicion of spam, a message will be returned to the sender with details and the reason that specific email was dropped. The sender can review this message to know which layer of spam-filtering was triggered.

Crisp encompasses 2 layers of spam filtering to preserve the integrity of your inbox, which may categorize a spam email into 2 types:

Dirty: If the spam-score is above 6, it will be blocked by our Internal Anti-Spam. The email is considered too unsafe and dropped completely.
Junk: If the spam-score is between 3 and 6, it will be blocked the Anti-Junk setting of your inbox. These types of emails can be allowed

In some cases, legitimate automated or lower-reputation emails can be categorized as spam. If that email was blocked by the Junk Filter (score lower than 6), you will have the ability to disable this setting from your workspace in Settings > Website Settings > Email & Chatbox Settings > Email Settings

Email Authentication (SPF, DKIM and DMARC check)

When an email is redirected to your inbox, Crisp will check if at least one valid DKIM or SPF record exists for the sender's email domain. If none of these record are found (or if they are invalid) the email will be dropped, and an error message will be returned to the sender.

These methods are widely used across the globe by all major actors to help prevent email spoofing.
Crisp employs similar methods as the ones recently deployed by Google or Outlook, and most modern email provider solutions natively embark these authentication methods to sign emails and ensure the sender is verified.

DMARC policies are an additional security layer which instruct the mail receivers how to handle certain emails which failed previous checks. These are optional, but when DMARC policies are configured and sent by the mail server, this guidelines must be followed by the receiver, which can lead to dropped emails if they failed required security checks.

You can read more about these security protocols in this article from Cloudflare.

Internal Policies

There are few additional cases which could lead to emails not being received in your inbox:

Workspace subscription is inactive
In such cases where your subscription has expired or has not been renewed, Crisp will notify you beforehand to inform you that it will soon expire. If the subscription are already expired and you notice emails not being received in your inbox, you will need to update it by following this guide.

The Workspace or Email domain is invalid
If the workspace has been deleted, or if the email domain is not associated with any workspace, emails will be able to be received in your inbox. If you are not sure whether your Custom Email Domain was properly configured, don't hesitate having a look at our custom domain setup guide.

In some very rare cases, if abnormally large amounts of emails are suddenly sent to your inbox, Crisp has security protocols in place which will temporarily disable email reception for a short period of time. This would typically happen under situations where a hostile server would attempt to flood your inbox.

In such cases, don't hesitate reaching out to our support, we'd be happy to help you troubleshoot and resolve this 🙂

Troubleshooting Email reception with Error codes

In most cases, when an email has not been delivered to your Crisp inbox and has been dropped for a specific reason, an email error will be returned to the sender.
These emails contain various helpful information which can be used to troubleshoot and address the issue. For instance, if an email was dropped due to spam suspicion, the error message returned will indicate the score and allow you to determine how unsafe it potentially is, and the category of spam it belongs to (whether it can be allowed by disabling the inbox Junk-Filter).

Let's review the potential error messages and provide some additional context:

Got invalid email headers (From + To required)
The email is not valid (missing headers, cannot be received).

Got invalid email headers (From or To not acceptable)
The email address is not valid (or not conform to modern standards).

Crisp session in address local part not recognized: EMAIL (invalid or does not exist)
The reply-to email address used by the recipient to reply to a conversation via email has been altered externally (the format is not valid, or the conversation does not exist).

Email text content is oversized
The text content of the email body is too large.

Email with same text already sent recently, please slow down
An email containing the same body text-content (duplicata) has already just been sent

Sending address is currently rate-limited, please slow down
Rate-limits have been triggered due to unusually large amount of emails received (for instance, if a cron is massively sending emails to your inbox under a short period).

From address does not exist or is invalid: EMAIL
The sender's email domain does not have any valid MX records. In such cases, the email will be dropped.

Email not authenticated. The sender must authenticate with at least one of SPF or DKIM: EMAIL
The email domain of the sender does not have any of either SPF or DKIM record, or they are invalid(at least one must be present to authenticate the email).
You can refer to this section to view more details about this error.

Email origin could not be verified, you are possibly spoofing EMAIL (sender DMARC policy is set to DMARC_POLICY
The sender's domain has DMARC policies which the email does not comply to (the email must be rejected).
You can refer to this section to view more details about this error.

Your email has been classified as spam, and we dislike spam ERROR_NOTE, got score: SPAM_SCORE
The email has been detected as spam and rejected, it can be categorized either as Junk (score above 6) or Dirty (score between 3 and 6).
You can refer to this section to view more details about this error.

Crisp session does not exist
The conversation this email is sent to does not exist or has been deleted (invalid reply-to address).

Crisp website is blocked
The website has been blocked or restricted from receiving emails (internal moderation).

Crisp website does not exist: WEBSITE for session: SESSION or Crisp website does not exist
The workspace associated with this reply-to conversation does not exist or has been deleted.

Domain not bound to any Crisp website
The email domain is not associated to any workspace, has been deleted, or the subscription is inactive.

Crisp email redirection plugin is disabled on Crisp website
The "Email Redirect" plugin has been uninstalled or the subscription is inactive.

We could not process the email at that time due to an internal error
Internal error. Reach out to our support if you ever encounter this issue.

Frequently Asked Questions

Still have some questions about emails received (or not) in your Crisp inbox? Perhaps you'll find the answer here!
Here is a collection of the most frequently asked questions, you'll also find some extra resources to help you better understand potential issues situations you might encounter.

If your question does not figure here, share it with us directly by chat, we'll be available!

I am not receiving automated emails I want to redirect to Crisp, what is the issue?

Spam detectors often dislike automated emails because they resemble the behavior of unsolicited bulk emails, and often sent from lower-reputation pools. In some cases however, these email might be legitimate and you would like to receive them in your inbox.

If you have access to the server (or mailbox) from which these emails are sent to Crisp, you can inspect it and look for error emails which are returned in case of reject dur to spam suspicion. The score and category of the spam will help you figure out if these can be allowed by disabling the Anti-Junk filter in your Crisp inbox.
You can read more about it here

My emails are not received in my Crisp inbox and there is not error returned to the sender, what is the issue?

There are multiple additional reasons your emails couldn't be received in your inbox, for instance it is possible that redirection rule created contains a mistake or that your Custom Email Domain was not properly configured.
It is also possible that there are issues with the sender's email provider or the solution used to redirect these emails to Crisp.

In such cases, don't hesitate getting in touch with us so that we can troubleshoot this further with you!

Updated on: 22/12/2023

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