Failed messages

Failed messages (Advanced drawer; admins and members) is where emails land when processing hit an error — most commonly an integration problem (CRM unreachable, a mailbox authorization expired mid-flight) or a classification error. Nothing is ever silently dropped: if it broke, it’s here.

What you’ll see

Status tiles across the top (Pending, Retrying, Failed, Permanently Failed, Resolved, Abandoned) and a table of failed items — the stage that failed, sender, mailbox, subject, the reason, and how many retries have happened. Filter by search, status, or mailbox. A healthy system keeps this screen near-empty — the empty state says so itself.

Retry

Expand an item to see the full error, then — once you’ve fixed the underlying cause (reconnected the mailbox, or your CRM or helpdesk) — click Retry. The email runs through processing again, safely: as the confirmation puts it, “If it was already handled, it resolves against the existing record instead of reprocessing” — no duplicate leads or tickets.

If a retry fails again, the error updates and the retry count climbs; repeated failures eventually mark the item permanently failed rather than looping forever.

Abandon

Abandon (admins only) closes an item you’ve decided not to pursue — an ancient failure, a test message, mail that no longer matters. Add a note for the audit trail. Abandoning doesn’t delete anything; the record stays for reference.

Failed messages vs Delivery failures

Two screens, two failure kinds: Failed messages is for emails whose processing broke — retry lives here. Delivery failures is for pushes that reached your CRM or helpdesk and were rejected — acknowledgement lives there, and re-sending is done per-email via Re-classify. The alerts system covers both.