Kayako automatically suspends any message caught by the spam filters and puts them in your Suspended messages storage. One of the most common reasons for suspended messages is due to a suspension message called LOOP_DETECTED.
This article explains why the LOOP_DETECTED messages occur and how to resolve this issue.
Suspended messages are not processed into conversations or added to communications as replies. However, you can still view them from the Kayako's Agent area within thirty (30) days. After that period, they are automatically deleted.
For more information on how to check the messages suspended by Kayako and the common reasons for message suspension, please refer to the Handling Suspended Messages article.
What Is the LOOP_DETECTED message?
When you see LOOP_DETECTED as the reason for a suspended message in Kayako, it merely means that the message was identified as part of an email loop.
To read more about the email loop, visit the Wiki page about Email loop.
- If the email loop was detected from a legitimate email address, then you should allow it to pass through your spam filter.
- To allow a sender to pass the suspended messages, you can add their email address or domain to the Safe List.
- To achieve this, follow the instructions mentioned in the article: Allowing Email Through Kayako Spam Filter.