Troubleshoot agent mailboxes and replies

Follow the mailbox, thread and message references through the workflow. Keep incoming-message handling separate from outgoing delivery when locating a failure.

Confirm the workspace, region and API key scopes required by mailbox setup. Compare the operation with the mailbox guide. A mailbox ID from another workspace will not identify the mailbox in the current request context.

Check whether the message appears in the mailbox before debugging the agent. If it exists, inspect your webhook subscription and handler logs using email events. Confirm that the handler records the message and schedules the task successfully.

Handle repeated event deliveries without creating repeated support tasks. Use the incoming message's identity as part of your application's processing record.

Compare the thread and source-message IDs passed to the reply operation with the incoming event. Do not infer thread identity solely from a subject line or sender address. Customers can open several conversations with the same subject.

Follow the reply example in mailbox operations and retain the returned outgoing message ID.

Inspect the outgoing Email delivery status and events. Check the destination and any bounce or suppression information. Acceptance is not proof of inbox placement. Use the shared Email deliverability guide for the sending side.

Review webhook deduplication, job retries and the check for newer incoming messages. Save an approved draft before sending it and reconcile an uncertain send result before creating another message.

If the Node.js or Python example reports an uncertain reply, locate the sent message and use its resolve command. The command checks the stored operation metadata before accepting the result.

The support-agent workflow connects these steps. Migration guides cover preserving conversation context when moving providers.

Return to Mailbox resources.