My Support Email Does Not Arrive in the Message Centre: What to Check
You forward your support address to QrX, but customer emails do not show up as conversations in the Message Centre. Go through this checklist in order. Most problems are solved at one of these steps.
1. Order-Free Support Is Switched On for the Channel
Order-free support is switched on per sales channel by QrX. Ask QrX support to switch it on for your channel. Only then does the channel get a QrX address in Settings > Message Centre > Support > Email. If your channel is not listed there, this is the step to fix first.
2. A Support Team Exists
New conversations are routed to the default team (Support > Setup > Default team) or to the team set on the channel.
New accounts get a team called "Support" automatically.
Older accounts may need to create a team in Message Centre > Groups and set it as the default team.
Without any team, new conversations open as Unassigned. They are still visible to support managers, but other team members may not see them.
3. Your Support Address Forwards to the QrX Address
Google Workspace (group):
Access type is set to Custom.
External is ticked in the row Who can post.
Allow admins to add external members is ticked.
The QrX address is added as a member. Check that it is actually listed under Members.
Microsoft 365:
Email forwarding on the mailbox, or a mail flow rule that redirects the message to the QrX address, is active.
Your outbound anti-spam policy allows automatic forwarding. Otherwise Microsoft 365 blocks the forwarded emails.
See "Set Up Your Support Email Address (Forwarding, Google Workspace, Microsoft 365)" for the full setup steps.
4. Test from an Outside Address
Send your test from an address outside your organization, for example a personal Gmail address. These test emails are ignored on purpose, as loop protection:
Email from your own domain that is connected to QrX.
Email from any qr-x address.
Email sent from your own support address to itself.
5. Automatic Emails Are Ignored
Out-of-office replies, bounces and messages marked as automatic never open a conversation. This is intended.
6. Check Held Email
Open Message Centre > Held email. These emails wait there for your review instead of opening a conversation:
Emails from senders that fail the SPF or DKIM check.
Spam.
Senders over the limit: at most 5 new conversations per sender per hour and 60 per sales channel per hour.
Click Release on an email to create the conversation.
7. The Address Was Not Regenerated
After Regenerate, only the new QrX address works. The old one stops immediately. If you regenerated, update your forwarding to the new address.
8. Use the Forwarding Test
Go to Support > Email, open the own-domain setup, go to the Forwarding step and click Send test email. When forwarding works, the step turns Verified within about a minute.
9. Replies Do Not Reach the Customer or Land in Spam
Until your own domain is verified, replies from QrX come from "<sender name> via QrX" <[email protected]>. Ask the customer to check their spam folder, and set up your own domain as described in "Send Replies from Your Own Domain Without Landing in Spam (DNS, SPF, DKIM, DMARC)".
Still Not Working?
If every step above is correct and email still does not arrive, contact QrX support and include:
The sender address of the test email.
The date and time you sent it.
The sales channel it was meant for.