Few things are more frustrating than "I never heard back" when you know you responded. Here's how to track it down.
Check #1: Internal Note vs. Reply
This is the most common cause. Internal notes (yellow background) are team-only -- customers never see them. Look at the message in the ticket thread. If it has a yellow background, that's your answer. Resend as a regular reply.
Check #2: Delivery Status
Hover over your message to see the delivery indicator. Messages show sent, delivered, or failed status. If delivery failed, verify the customer's email address for typos and check if their domain is blocking your emails.
Check #3: Spam Folder
Ask your customer to check their spam/junk folder and add your support email to their contacts.
Check #4: No Email on File
If the customer came through the chat widget, they might not have an email address in their profile. Check their customer record and add an email if it's missing.
Prevention
- Confirm email addresses when customers first reach out
- Ask customers to whitelist your support domain
- Use a custom domain (Settings > Team Tab > Email Channel) for better deliverability