Every email message that comes into Kayako goes through a series of filters before being added to a conversation. These filters check for messages that can't be authenticated or verified, messages from disabled or blacklisted addresses, and messages considered spam.
In this article, we'll cover how to check on messages suspended by Kayako, and then we'll share a guide to the possible reasons for message suspension.
How suspended messages appear within Kayako
Kayako automatically suspends any message caught by these filters. Suspended messages are not processed into conversations or added to communications as replies. However, you can still view suspended messages from the agent area.
Suspended messages are automatically deleted after thirty (30) days. They can manually be deleted page by page but the platform does not support deleting all suspended messages at once. The API (Application Programming Interface) cannot handle such requests.
From this view, you'll see when the message came in, along with the reason for suspension. You can click on any suspended message to open it up and look at the message details.
From there, you have the option to delete the message permanently or allow it through. Any messages you allow through will become part of their corresponding conversation.
Suspension messages and what they mean
For more detail on the reasons that Kayako may have suspended a message, check the table below:
|AUTOMATED_EMAIL||Generated automatically by an external system.|
|BLOCKLISTED_EMAIL||Sent from a blacklisted domain or address. You can view and edit the blocklist (and safelist) for your Kayako in the admin area by clicking Users and Registration on the sidebar.|
|DELIVERY_FAILED||The message comes as notification of a failed delivery for a message from Kayako.|
|DISPOSABLE_FROM_ADDRESS||Sent by a disposable email service provider.|
|INVALID_CASE_TOKEN||Came in as a reply, but Kayako couldn't authenticate the token needed to sort it into the appropriate conversation.|
|INVALID_EMAIL_HEADERS||Message headers include some invalid content.|
|INVALID_FROM_ADDRESS||Sent from an invalid email address.|
|LOOP_DETECTED||It identifies as part of an email loop.|
|MAILER_DAEMON||Generated by a mail server (mailer daemon).|
|NO_FROM_ADDRESS||Sent with no 'from' address specified.|
|NOT_PARTICIPANT||It comes as a reply from a user who is not a participant in or does not have access to the conversation.|
|OUT_OF_OFFICE_EMAIL||It is generated automatically by an 'out of office' rule.|
|REPLY_ON_A_TRASHED_CASE||Sent in reply to a trashed conversation.|
|SOURCE_IS_MAILBOX||Sent from one of the internal email addresses you've added to Kayako.|
|SOURCE_IS_NOREPLY||It comes from an address set to 'no-reply.'|
|SPAM||Detected content that identifies, the message as spam.|
|UNREGISTERED_USER||Sent from an unregistered email address.
NOTE: This only applies if you've told Kayako to only accept emails from registered users on the 'Users and registration' page in the admin area.
|UNVERIFIED_EMAIL||It comes from an email address that waits for verification.
NOTE: As above, this only applies if you've set Kayako only to accept emails from registered users.
|USER_IS_DISABLED||Came from a user account that's been disabled.|