Start a conversation

Suspended message handling

PLAN AVAILABILITY
Free
Inbox
Growth
Scale
Enterprise
NOTE: If you're not sure what plan you're on, sign into the admin area and check the 'Plan' page.

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 blocklisted addresses, and messages that are otherwise flagged as 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 the message was suspended. 

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 conversations as replies. However, you can still view suspended messages from the agent area.

From this view, you'll see when the message came in, as well as the reason it was suspended. You can click on any suspended message to open it up and look at the message details.

From there, you have the option to permanently delete the message or allow it through. Any messages you allow through will be added to their relevant conversation.

NOTE: If you need to adjust Kayako's message suspension settings – to make them more or less strict – contact support, and we can make that adjustment for you.

Suspension messages and what they mean

For more detail on the reasons that Kayako may have suspended your message, check the table below:

SUSPENSION MESSAGE
WHAT IT TELLS YOU ABOUT THE MESSAGE
AUTOMATED_EMAIL
Generated automatically by an external system.
BLOCKLISTED_EMAIL
Sent from a blocklisted 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
Sent as notification of a failed delivery for a message that was sent 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 email address that's invalid.
LOOP_DETECTED
Identified as part of an email loop.
MAILER_DAEMON
Generated by a mail server (mailerdaemon).
NO_FROM_ADDRESS
Sent with no 'from' address specified.
NOT_PARTICIPANT
Sent as a reply from a user who is not a participant in or does not have access to the conversation.
OUT_OF_OFFICE_EMAIL
Generated automatically by an 'out of office' rule.
REPLY_ON_A_TRASHED_CASE
Sent in reply to a conversation that's been trashed.
SOURCE_IS_MAILBOX
Sent from one of the internal email addresses you've added to Kayako.
SOURCE_IS_NOREPLY
Sent from an address set to 'no-reply'.
SPAM
Detected content that identified 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
Sent from an email address that hasn't been verified yet.
NOTE: As above, this only applies if you've set Kayako to  only accept emails from registered users.
USER_IS_DISABLED
Came from a user account that's been disabled.
Choose files or drag and drop files
  1. Kelly O'Brien

  2. Posted
  3. Updated
Was this article helpful?
Yes
No