Sometimes a reply you send from a ticket does not reach the customer. Mando shows you when that happens so you can try another way.
How you know
A red divider appears in the conversation with the reason the reply did not go through.
Email replies also carry a small status: Sent, Delivered, or Not delivered. Replies on WhatsApp, Instagram, Facebook, or TikTok do not show this status.
A reply can read Sent and then flip to a failure a few minutes later, when an email bounces back.
Why it happens
The customer's chat reply window has closed and they have no email on file.
The email address on file bounced or was rejected.
There is no reachable channel for that customer at all.
How to get through
If the chat window has closed on WhatsApp, use a WhatsApp template to reopen contact.
Check the customer has a valid email on their record, so replies have a fallback once the chat window closes.
Keep the update as an internal Note until you can reach them, so your team has the history.