A visitor says they never got my reply
Replies always reach the widget. teem emails them five minutes later unless the person already read them there or never gave an email.
Your reply always lands in the widget. Email is the backup for people who've left your app, and teem waits five minutes before sending it, so someone still on your site reads it there instead of in their inbox.
When teem doesn't send the email
- They read your reply in the widget within those five minutes.
- teem has no email for them: they never typed one and your app didn't pass one to
identify(). - They pressed Stop these emails on an earlier email about that conversation.
- They were already emailed about that reply.
Several replies sent inside the five minutes go out together as one email.
What you can check
Open the conversation and look at last reply, under history on the right.
| It says | What it means |
|---|---|
| seen | They read it in the widget |
| not seen yet | They haven't opened the widget since, and no email has gone out yet |
| emailed 2h ago, not seen yet | teem emailed it, and they haven't come back to the widget |
If it says emailed, the message left teem. Ask them to check spam for an email from "Your name - Your organization".
When they answer by email
Their reply joins the same conversation and reopens it if you'd resolved it. You'll see by email next to it. teem leaves attachments behind and cuts replies at 4,000 characters, adding a note to the message either time. Out-of-office replies and other automatic mail are dropped.
"Stop these emails"
Every reply email ends with Not your conversation? Stop these emails. It's there for when someone typed another person's address into the widget. It stops email for that one conversation. The widget keeps working, and the conversation stays in your inbox.
Want to answer from your own mail client instead? Answer by replying to the email.