Summary
This page should help users separate “TruAgents is broken” from “email infrastructure is not ready yet.” The current product strongly suggests that outbound email readiness depends on domain authentication and DNS verification, so deliverability troubleshooting needs to be treated as infrastructure troubleshooting first.Who this is for
Customers and internal teammates diagnosing setup or operational issues.Common symptoms
- The sending domain is configured but not verified yet.
- A user added DNS records and expects instant success.
- Email-related setup looks complete in the app, but campaigns still should not be trusted yet.
- Teams are unsure whether the issue is DNS propagation, wrong records, or broader sending configuration.
- Replies are not being handled the way the team expected.
The important split: sending vs. reply handling
Email issues often get lumped together even when they belong to different systems.- Deliverability and DNS are mainly about outbound trust and verification.
- Inbound reply handling is about how responses get back into TruAgents.
What to check first
Verification status
If the app exposes a pending or failed validation state, start there. The status is usually more useful than guessing from campaign behavior.DNS record accuracy
Incorrect hostnames, values, or record types can make the entire setup appear stuck.Propagation delay
The current product flow clearly implies that DNS-based verification can take time. Users need to know that “not yet” and “configured incorrectly” are different conditions.Provider path
The settings flow suggests that teams may be using different provider configurations. If the team is unsure which provider path is active, fix that confusion first before troubleshooting deeper.Incoming email mode
If the complaint is really about replies or mailbox behavior, verify whether the workspace is using forwarding-style handling or direct mailbox credentials. That is not the same thing as domain verification.What “not ready yet” looks like
These are all normal signs that a team should wait or re-check setup before launching:- domain verification is still pending
- DNS records were just added recently
- the workspace is pointing at the wrong sending domain
- the team has not confirmed how replies should be received
What “configured incorrectly” looks like
These are stronger signals that something is actually wrong:- DNS records were copied with the wrong host or value
- the provider path in the app does not match the team’s intended setup
- the workspace is verifying one domain while the team expects another
- the team is diagnosing reply-handling problems as if they were pure deliverability problems
Fast triage flow
- confirm whether the problem is outbound sending trust or inbound reply handling
- confirm which sending domain and provider path are active
- confirm the DNS records exactly match the expected configuration
- confirm enough time has passed for propagation
- only then treat campaign behavior as evidence
First checks
- Confirm the correct DNS records were added.
- Confirm enough time has passed for propagation.
- Confirm the workspace is reading the expected sending domain.
- Confirm the team is not using campaign outcomes as the first signal that email setup failed.
- Confirm the team knows how inbound replies are supposed to be handled.
Common mistakes
- assuming DNS changes should verify instantly
- confusing outbound sending setup with inbound reply handling
- testing live campaign behavior before domain verification is done
- troubleshooting the campaign before confirming the email provider path
- assuming one successful save in settings means email is launch-ready