Customer emails aren’t arriving as conversations

When a customer says “I emailed support and got no reply” but the conversation never appeared in Atender, work through this list.

1. Is the domain Active?

Open Settings → Email and confirm the status of the domain the customer wrote to.

• Pending or Failed — verification hasn’t completed. Inbound mail will not be processed. See Domain statuses.
• Disabled — someone turned the domain off. Re-enable it from the domain row.
• Active — keep going through this list.

2. Did the customer actually send it?

Ask the customer to forward you the original message they sent (not “I tried to send something”). Confirm:

• The recipient address they used was on one of your Active domains.
• The timestamp shows it was actually sent.
• They didn’t get a bounce or rejection back from their own mail server.

A common pattern: the customer typed the address wrong (suport@acme.com instead of support@acme.com) and never noticed the bounce notification.

3. Is the customer’s domain in the spam filter?

Open the domain row in Settings → Email and check whether spam filtering is enabled. If it is, messages that score above the threshold are filtered before they create a conversation.

If you suspect this is happening, ask support to check Mailgun’s logs for the specific message — Mailgun records every inbound message it receives and what it did with it, even when the message was discarded.

4. Are the MX records still pointing at Mailgun?

If you recently changed DNS at your provider, double-check that the MX records Atender generated are still in place. Some DNS migrations strip records, and some providers have “auto-cleanup” of records they don’t recognize.

Use a DNS lookup tool to confirm dig MX yourdomain.com returns Mailgun’s MX values, not something else.

5. Did mail go to a human mailbox instead?

If you use the same domain for human mailboxes (Gmail, Microsoft 365, etc.), inbound mail goes to whatever MX records are active. Atender’s MX records and your old MX records cannot both be authoritative.

If you intend to keep human mailboxes on the apex domain, use a subdomain like support.yourdomain.com for the Atender channel. See Required DNS records for the subdomain pattern.

6. Is the conversation in Archived, not Active?

A customer reply to an old conversation may reopen that conversation rather than create a new one. If the old conversation is Archived, the reply starts a new conversation. If it’s in Done, the reply reopens it back to Active.

Search by the customer’s email address from the inbox search bar. The message may be on an existing conversation rather than a new one.

When to ask for help

Ask support if:

• Domain is Active.
• The customer can show you a sent email that was definitely addressed to a real address on the domain.
• The conversation does not exist in any status (Active, Snoozed, Done, or Archived).

Include the customer’s email address, the address they sent to, and the timestamp. Support can look up the message in Mailgun’s logs to see whether it reached Atender at all.