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This page assumes that at least one agent has an inbox. To add one, see Give an agent an email inbox.

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An agent cannot send because of a cap

Symptom: an email does not go out. The chat shows a card for the failed send, and the error names a cap. For example: “Daily send cap ([n]) reached for [address] (including scheduled sends). Adjust in agent settings.” Cause: the send went over one of the send caps. Squad checks these caps before an agent sends: For the numbers, see Limits and defaults. The caps count sent email, scheduled sends in the same time window, and drafts that wait for your approval. The windows are rolling. Capacity comes back as older sends leave the window, not at midnight. The error names the cap:
The two workspace errors say “Adjust in admin settings”. You cannot change the workspace caps in the dashboard. Wait until capacity comes back.
Fix:
1

Open Email

Open Email.
2

Open the inbox settings

Select the gear next to the inbox. The settings for that inbox open.
3

Read the meter

On the Daily send cap card, read the meter “[n] of [cap] sent today”.
4

Raise the cap

To allow more sends, type a larger number in Daily send cap.
Or wait until capacity comes back, then select retry on the chat card. An agent can also schedule the send for a later time. A cap only stops sending. The inbox stays live, and the agent still receives and reads new mail.
The caps do not apply when you approve a draft with ✓ Approve & send, ✓ Approve & send draft, or ✓ Save & send. The caps limit only what agents send by themselves.

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The custom domain does not verify

You connect a domain in Settings > Email Domains. The domain shows one of these states: Symptom: the domain stays at Waiting for DNS or shows Verification failed. Cause: the DNS records are missing or wrong, or your DNS host has not published them yet. Fix:
1

Open Email Domains

Open Settings > Email Domains.
2

Compare the records

Compare each row under DNS RECORDS with the records at your DNS host. Each row shows Verified or Pending.
3

Fix the records

Add or correct the records at your DNS host.
4

Verify

Select Verify now.
Squad checks again for a few minutes after you select Verify now. DNS changes can take longer to publish. If a record is still Pending, wait and select Verify now again.

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The inboxes still use the old address

Symptom: the domain is verified, but an existing inbox still sends from the default address. Cause: only inboxes that you create after the domain is verified use the domain automatically. Existing inboxes keep their address. Fix: open the settings for the inbox. On the Identity card, choose the new domain for the address. The dialog says that the old address stops receiving and that its scheduled sends are canceled. Confirm to continue.

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The domain is refused when you add it

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The custom domain cannot be removed

Symptom: you select Remove and confirm, but the domain stays. The error says that the domain “is still in use by” one or more inboxes, and “Delete or change those addresses first.” Cause: Squad does not remove a domain while an inbox has an address on it. This includes inboxes that are still being set up. The confirm dialog says “Agents will fall back to the default sending domain.” That does not happen today. Fix:
  1. Open the settings of each inbox on that domain.
  2. On the Identity card, change the address to the default domain. Or delete the inbox.
  3. Open Settings > Email Domains and select Remove again.
When you delete the last inbox in your workspace, Squad also removes your custom domain.

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A sent email bounced, but the message shows “Sent”

Symptom: someone says that they did not get an email. In Email, the message shows Sent. Cause: the Email screen does not show bounces or spam complaints today. A bounced email still shows Sent, with no reason. Fix:
  1. Open Live Feed.
  2. Look for an entry that starts with “Email bounced to”, “Email marked as spam by”, or “Email to” and ends with “was rejected by the mail provider”.
  3. Open the entry. Its detail shows the reason when the mail provider gives one.
If many emails bounce, the address list is probably old. Ask the agent to check the list before it sends more.

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An agent did not reply to an email

Check these causes in order. A block rule stopped the email. Mail from a blocked sender or domain does not reach the inbox. Open the inbox settings and check Allow & block rules. Remove the rule if it is wrong. The email was marked as spam. Squad keeps email that the mail provider marks as spam, but it does not wake the agent for it and does not notify you. The message can still be in the inbox. Ask the agent to read it.
Ask the agent
The handling instructions leave this email out. Open the inbox settings and read Handling instructions. Agents follow these instructions. They are guidance only, so Squad does not force them. The agent’s runs are failing. See Fix an agent that is stuck or failing.

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An agent sent something that it should not send

Squad does not have a setting that forces every email to wait for your approval. Agents can send email directly. To reduce the risk:
  1. Open the inbox settings and make Handling instructions clear. For example, tell the agent to draft every reply for your review.
  2. Add a block rule for senders or domains that the agent must not email. Use ＋ Add rule on Allow & block rules, and choose the direction.
  3. Lower the Daily send cap for that inbox.
You cannot recall an email after it is sent.

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A scheduled send fails or does not go out

These rules apply to scheduled sends:
  • The send time must be at least 60 seconds in the future.
  • A scheduled send cannot have attachments.
  • The caps apply around the send time. If the send would break a cap at that time, Squad refuses to schedule it.
  • When you change an inbox address, Squad cancels the scheduled sends of the old address.
The agent gets one of these messages and passes it on: To cancel a scheduled send, open it in Email and select Cancel send. If the email already went out, the message is “This scheduled send has already gone out — it can no longer be canceled.”

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An inbox does not appear after you add it

Symptom: you selected Confirm & pay, but the agent still has no inbox. Cause: the charge for the inbox, or the setup of the inbox, failed. Squad then turns the inbox off again. When the charge fails, the Live Feed shows “Couldn’t add [agent]‘s email seat —” followed by the reason, for example “Couldn’t find an active subscription on file. Upgrade on the Billing page, then try again.” Fix:
  1. Open Live Feed and read the reason.
  2. If your subscription is not active, or your card was declined, fix it in Settings > Billing. See Manage your subscription, credits, and workspace data.
  3. Add the inbox again. See Give an agent an email inbox.
Other messages in the Confirm & pay dialog:

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The address change or the inbox deletion fails

The inbox settings show one of these messages:

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An email that you write does not send

When you write an email yourself on the Email screen, the window can show:

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Still stuck

Email support@squad.so. Give the inbox address, the time, and the exact error text. See Get help.