Troubleshoot an automatic reply not sent

Check order, exclusions, conditions, limits and SMTP. The guide then takes you through the correct route, the checks to complete before making changes, the workflow in order, and the evidence to review afterwards.

What you’ll accomplish

Check order, exclusions, conditions, limits and SMTP. The workflow below follows the supported application or module flow and does not invent a menu or bypass validation.

Follow these steps

1. Go to the exact navigation path shown above.
2. Select the authorised mailbox, message or configuration record.
3. Complete the fields or action described in this guide.
4. Save or submit once, then verify the resulting status and related record.

Fields and options to review

This workflow does not expose additional user-entered fields.

Rules the system enforces

• Active with body.
• Account/sender/subject match.
• Weekend/timezone/window/cooldown/frequency/max/day.
• Skip outgoing/blank/own/already logged.
• First matching attempted rule stops processing.

How to confirm it worked

• The requested Mailbox Exchange record is updated through the supported controller and remains attributable to the acting staff member.

Security, audit and troubleshooting checks

• Use the exact authorised account, role and record before saving or sending.
• Verify the saved status and downstream record; a browser success message alone is not sufficient evidence.
• Never expose passwords, API keys, access tokens, protected attachments or raw server paths in support tickets.
• Do not edit module or core database records directly to bypass validation, permissions, migrations or state rules.

Continue with related guidance