Review incoming email processing failures, retry messages, and safely recover a recognized sender into a support conversation.
Use Email activity to inspect incoming emails that could not be added to a support conversation and retry them after resolving the problem.
- Open Support → Email activity.
- Find the email by subject and sender.
- Read its status and the reason shown below it. The page also reports attachments that could not be included.
- Resolve the reported issue, then select Retry processing when available.
- Confirm the status changes to Added to conversation and check the resulting conversation.
Review an unrecognized sender
Some messages require you to accept the sender before recovery. Select Accept sender and recover only after checking that the sender belongs in the conversation. The confirmation explains that the sender may be included in future replies.
Understand the statuses
| Status | Meaning |
|---|---|
| Added to conversation | The message was processed successfully. |
| Needs attention | Processing skipped the message; review the reason. |
| Processing failed | Processing encountered an error. Resolve it before retrying. |
| Processing | The message is being processed. |
Retrying an incoming message does not fix an email provider's forwarding configuration. If no activity appears, check the inbound forwarding destination and send a fresh external test email.