SMTP Error Mail Failing to Send
THIS ARTICLE APPLIES TO:
All versions of Moxie Software Customer Spaces Channels
ISSUE DESCRIPTION:
Agent Initiated and Email Replies are failing to send.
ROOT CAUSE:
This is generally caused by an invalid SMTP server setting in the System Email Settings and/or Mailbox setup.
SOLUTION OR WORK AROUND:
To resolve this, start by checking two settings in the Channels Web Administrator. The first setting to check is the System SMTP setting for Agent Initiated Email. This setting impacts the Agents’ ability to send out an Agent Initiated Email.
- In the Web Administrator, navigate to Email and then System Mail Settings
- In the System Initiated Email Settings section, enter the SMTP server name
- Select the correct SMTP port
- Enter the SMTP login method
- Enter the From email address to be used
- The Display name for from email address will default to Agent Display Name. This setting can be changed at anytime without impacting the ability to send out email.
- Select preferences for Count new emails in routing decisions and Send wait time (minutes). These settings can also be changed at anytime without impacting the ability to send out email.
Next, check each mailbox to ensure they have a valid SMTP server entered for it as well.
- In the Web Administrator, navigate to Email and then Mailboxes
- Click on the Mailbox name
- Scroll down to the SMTP Settings section on the Email - Mailboxes page
- Enter the desired Reply Email Address
- Enter the SMTP login method
- Enter the SMTP Server
- Enter the SMTP port
- The Display name for from email address will default to Agent Display Name. This setting can be changed at anytime without impacting the ability to send out email.
AFFECTED SYSTEMS & USERS:
Agents attempting to send out Agent Initiated Email or Email Replies
ADDITIONAL INFORMATION:
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support team at +1 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.