Email troubleshooting

Start in Settings › Email. The Replies and Support address rows show where replies go right now and how your support address is doing; most answers start there.

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I’m not receiving email

Replies to your emails don’t show up.

• Check that the Replies row shows Working. If you see Turn on, receiving isn’t on yet: an organization admin clicks it.
• Check the email had no Reply-To of its own. A template or journey step with its own Reply-To sends replies there, not to Boom.
• Clear your inbox filters. A reply from a sender Boom can’t verify does arrive, labelled Unverified sender, but it gets no AI draft and doesn’t move journeys.
• Email flagged as a virus, or as spam from a domain that doesn’t pass DMARC, is dropped. Archives, programs, HTML and SVG attachments are skipped, not stored.

Emails to your support address don’t show up. Look at the status on the Support address row: Click Send test on the Support address row to check the copy right away instead of waiting for the next daily check. If it says Didn’t arrive yet. Check: after 90 seconds, it lists what to check for your provider. A new Google Workspace or Microsoft 365 rule can take up to an hour to start working, and Boom keeps checking in the meantime. If it says to wait a minute, a check email just went out: you can send one test a minute. If your rule only copies some emails (a Gmail filter, a mail flow rule with conditions), make sure it also matches the check email: subject Boom forwarding check, from hello@mail.useboom.ai.

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Replies go to the wrong place

Open the Replies row. It says where customers’ replies go right now:

• “Replies go to support@yourcompany.com”: Replies go to your support address is on under Advanced settings, and your support address is connected with its daily check passing. Replies reach your own inbox and Boom.
• “Replies go to Boom”: the default, a private Boom address per conversation. Replies reach Boom only, not your own inbox.

The line changes on its own: if one daily check doesn’t come back, replies switch to the private Boom address so nothing is lost while the copy is broken, and switch back once a check comes through again. So if you expected your support address and see the Boom address, check that the switch under Advanced settings is on, then look at the support address status above. A template or journey email step with its own Reply-To wins over both. If replies to one campaign go somewhere else, check that step’s Reply-To.

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Microsoft 365 blocks forwarding

Microsoft 365 blocks automatic forwarding to outside addresses by default. Forwarding from a mailbox or with an Outlook rule bounces unless an admin allows it in the outbound spam policy (Microsoft Defender → Anti-spam policies). Use the recipe in Connect your support address instead: an Exchange mail flow rule that adds your Boom address as Bcc. It needs a Microsoft 365 admin.

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Gmail confirmation never arrived

When you add your Boom address as a forwarding address, Gmail sends its confirmation email to Boom, not to your inbox. It shows in the Support address row in Settings › Email, under the Gmail steps: Waiting for Gmail’s confirmation… and then Open confirmation link, without reloading.

• Only organization admins see the link. Others see “An admin needs to open Gmail’s link here.”
• Check the address. The address you saved in Boom must be the Gmail address you’re forwarding from, and the forwarding address in Gmail must be your Boom address exactly.
• The link expires. If Boom says “Gmail’s link expired”, add the Boom address in Gmail again to get a new one.
• Google Workspace routing needs no confirmation. If you used the Google Workspace steps, skip this.

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Daily check email in my inbox

Once a day Boom sends an email titled Boom forwarding check (from hello@mail.useboom.ai) to your support address. When it comes back through your rule, Boom knows the copy still works. It’s how Boom notices a broken rule and switches replies back to its own address before anything is lost. You can hide it from your own inbox: create a filter on that subject that skips the inbox or archives it, as long as your copy rule still sends it to Boom. Don’t block or delete it before the copy happens, or the status will show Stopped.

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