Articles on: Troubleshooting

Why inbound emails to my Crisp Inbox are not received?

You may be using or trying to use the Crisp inbound emails / email inbox feature, without success. All messages to your Crisp inbox email address might not be received properly, or you may get weird SMTP errors when sending an email to your Crisp inbox.

Check each of the following points to find the reason why emails would not work:

1. Emails are marked as spam

The most common reason for emails not being received is that they might be marked as spam by Crisp anti-spam system. This system is used to protect your Crisp Inbox from being flooded by spammy conversations.

However, sometimes, it may treat regular emails as spam (we call this False Positives), or it may treat spam emails as "clean" email (we call this False Negatives).

If you are wondering if the email you're sending to Crisp could be classified as spam, you can use the third-party tool MailTester to get insights on what could cause your emails to be rejected by Crisp. You'll need to send an email from your personal email software to the test email address generated by MailTester. Crisp uses a spam filtering method that gives very similar results than MailTester.

You can try disabling the anti-spam system, to check emails get received without it:

Go to:
Go to your settings: click on the settings icon
Click on "Websites"
Pick your website
Go to "Chatbox & Emails settings"
Click on "Email settings"
Disable: "Filter junk emails (block them)"
Try again sending an email to your Crisp Inbox

Disable the "Filter junk emails" option

2. Your Custom Email Domain DNS has MX record issues

After successfully configuring your Custom Email Domain, you may have made some DNS changes and either added an extraneous DNS MX record pointing to another email server, or removed the DNS MX record provided by Crisp.

You may attempt to re-configure your Custom Email Domain from scratch, by reseting it and configuring your previous email domain again. Check this help article.

3. The email points to the wrong Crisp website

You may be using an old, legacy email from a previous Crisp website, or another Crisp website. Thus, the email address you are trying to send emails to might point to the wrong Crisp Inbox.

In this case, we advise that you check your email is the correct one by following those steps:

Go to:
Go to your settings: click on the settings icon
Click on "Websites"
On your website, click on "Integrations"
In the popup that opens, click on "Email"
Compare your email with the one that shows in the popup

4. The email sender is not properly authenticated

To protect your inbox against phishing/address spoofing attacks, Crisp verifies that each incoming email is SPF and DKIM valid. If the sender email server domain has a DMARC policy of rejecting on either SPF or DKIM alignment failure, then Crisp will reject the email and inform the sender.

Also, please note that Crisp mandates email senders to authenticate their emails with at least one of SPF or DKIM. Non-authenticated emails, regardless of whether they are legit or spoofed, will be rejected and the sender will be informed.

Note that other large email platforms enforce the same authentication requirements as Crisp, which is becoming a standard in the email industry. Failure to comply to those standards (for email senders) will lead to rejected emails.

Updated on: 14/12/2023

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