In some cases, an email may appear as successfully published in Sprinklr but fail at the channel level (such as Gmail or Microsoft Exchange). This typically indicates a failure outside Sprinklr, after the request has been submitted to the email service provider.

Symptoms

• Email shows as successfully published in Sprinklr
• The email is not delivered to the recipient

Cause

This issue occurs when the email request is successfully sent from Sprinklr, but the downstream email provider (for example, Gmail or Exchange) fails to process or deliver it.

Because the failure happens after Sprinklr hands off the request, Sprinklr does not receive a mechanism to automatically retry the email.

Resolution

There is no automatic retry mechanism available in this scenario.

To resolve the issue, manually re-send the email from Sprinklr or the native mailbox

If an email is published successfully in Sprinklr but fails at the channel level, manual resend is required, as Sprinklr cannot automatically retry channel-side failures.