Email delivery and unread staff replies
Open conversation email settings
Go to **Settings → Channels → Email**. These settings apply to support conversations. Transactional order or invoice email branding and templates are managed separately in notification settings.
Review the sending identity
Check **Sending address**. It uses the workspace identity supplied by the system. If the page says delivery is being prepared, wait for readiness before expecting emails to be sent; you can still prepare the signature.
Enable unread-reply emails
1. Review **Email unread staff replies** and its displayed behavior.
2. Enable it if you want customers to receive unread staff replies by email.
3. Add an optional **Email signature**.
4. Save your changes.
5. Use **Send test to me** only after the configuration is saved and ready.
Understand when mail is sent
Consecutive staff replies can be grouped. Reading them in the widget cancels a pending unread-reply email. Customers can reply to an email already sent even if you later switch unread-reply emails off. The Inbox remains the place to review the conversation.
Check delivery
A test goes to your signed-in account, as shown by the page. For customer messages, inspect the delivery status beside the message in the Inbox. Retry a failed email only after checking that the message and recipient are correct; a queued or accepted status does not prove delivery to the customer mailbox.