# Email send cancellation and delivery failures

Allow a short undo period before sending ticket replies, investigate undelivered email and keep attachments within the supported limits.

*Release 3.3 · admin, operator*

**Settings › Email › General Settings**

## What it is

INSIDE can briefly hold an eligible ticket reply so you can undo sending it. Failed outgoing email can appear in **Undelivered**, where you can retry or delete the failed entry. Attachment checks help prevent oversized uploads and email content.

## Who uses it and why

- Operators correct queued replies, investigate failed deliveries and reduce oversized attachment selections.
- Administrators agree undo timing and retry rules with Powerfront.

## Where to find it

Use **Undo Sending Email** on a queued message while its countdown is active. Open **Undelivered** in the conversation lists for failed outgoing requests, then use **Retry** or **Delete** on the relevant row.

Powerfront manages **Settings › Email › General Settings**. Ask Powerfront to change undo timing, retry waits or immediate-fail patterns.

## How it works

When undo is enabled with a positive delay, eligible public ticket replies are held with their message, sending account, copies, attachments and selected status. The workspace's post-send action is deferred while the reply is queued.

To cancel during the delay, select **Undo Sending Email** and confirm. A successful undo removes the queued message. If the reply composer is empty, INSIDE restores its text and attachments there so you can edit and send again. Check the composer before continuing.

After release for sending, the message goes through normal delivery processing. Failed delivery requests can receive up to three automatic retries. The default waits are five, ten and fifteen minutes at the corresponding retry stages. A configured immediate-fail pattern stops those automatic retries.

For a failed message, read the error and correct its cause before using **Retry**. Support failures retain their own support-message context. Confirm that you have selected the intended customer or support row before deleting it.

## Configure it

Ask Powerfront to enable **Allow Undo Send Option** and choose **Provide Undo Time (Secs)** between zero and 30. A zero-second interval gives no useful undo period.

Powerfront can set each retry wait from one to 120 minutes in the editor. **Immediate-fail error patterns** uses one pattern per line. Matching ignores case and looks for that text anywhere in the error, so broad wording can stop retries for several different errors.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Allow Undo Send Option | Settings › Email › General Settings | website | Off | Powerfront, on request | Enables delayed sending for eligible public ticket replies when the undo time is greater than zero. |
| Provide Undo Time (Secs) | Settings › Email › General Settings | website | 0 seconds | Powerfront, on request | Holds eligible replies for the configured undo period, between zero and 30 seconds. |
| First retry (min) | Settings › Email › General Settings | website | 5 minutes | Powerfront, on request | Sets the wait before the first automatic retry of a failed delivery request. |
| Second retry (min) | Settings › Email › General Settings | website | 10 minutes | Powerfront, on request | Sets the wait before the second automatic retry. |
| Third retry (min) | Settings › Email › General Settings | website | 15 minutes | Powerfront, on request | Sets the wait before the third automatic retry. |
| Immediate-fail error patterns | Settings › Email › General Settings | website | Not set: no error-text patterns stop automatic retries | Powerfront, on request | Stops automatic retries when a delivery error contains any configured line of text, ignoring case. |

## Limits and good to know

- Undo is available only while the reply is held. It cannot recall an email already handed off for delivery.
- Internal comments do not use the public-reply undo delay. Do not assume every new-ticket or support send has an undo period.
- The ticket attachment uploader rejects an individual file larger than 25 MB, measured as 25 × 1,024 × 1,024 bytes, and rejects unsupported file types.
- Support email combines files on the support message with files from included conversation messages, removes duplicates and checks the combined raw attachment size against the same 25 MB threshold.
- Transcript email can reject a message whose encoded body and attachments exceed 25 MB. Encoding adds roughly 37 per cent to the underlying content size, so files totalling less than 25 MB can still be too large.
- The recipient's mail service can impose further limits. Passing an INSIDE size check does not guarantee delivery.
- Deleting an undelivered entry is not a recall of an email that was previously delivered.

## Depends on and works with

### This feature uses

- **Requires** [Email account and mailbox setup](CHN-024.md): Email delivery needs a working sending account.
- **Configured in** [Attachment file types and virus scanning](ADM-018.md): Attachment policy can reject unsupported file types before sending.
- **Configured in** [Email ticket handling and statuses](CHN-026.md): Queued replies retain the selected status and workspace post-action.
- **Configured in** [Email sender blocking and exceptions](CHN-030.md): A blocked primary recipient or content rule can cause delivery to fail.
- **Works better with** [Message delivery and read receipts](CHAT-003.md): Outgoing messages display delivery or failure feedback.
- **Works better with** [Attachments in conversations](CHAT-018.md): Attachments add files whose sizes affect whether an email can be sent.
- **Related** [Transcripts by email and print](CHAT-025.md): Transcript emails use a separate size check that includes encoding overhead.

### Used by

- **Configures** [Message delivery and read receipts](CHAT-003.md): Email outbox settings control delay, undo and retries.
- **Configures** [Attachments in conversations](CHAT-018.md): Email uploads also follow the email account's attachment and total mail limits.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Undo-send delay defers the workspace action for a queued public reply.
- **Configures** [Email replies and support conversations](CHN-027.md): Email send-delay and retry settings control queued replies and failed delivery attempts.
- **Enhances** [Operator replies and comments](CON-015.md): Email outbox handling provides delayed sending and available undo or retry controls.
- **Related** [Email sender blocking and exceptions](CHN-030.md): Correct a blocked address or content rule before retrying the failed email.

## FAQ and troubleshooting

### Why is there no Undo Sending Email control?

Undo may be off, the delay may be zero, the countdown may have ended, or the action may not use the delayed public-reply flow.

### Why did undo not replace the draft I was typing?

The automatic restore only fills an empty reply composer. Review your current draft and the undo result before sending again.

### Why did automatic retries stop?

The three-retry limit may have been reached, or the error may match an **Immediate-fail error patterns** entry. Ask Powerfront to investigate persistent failures.

### Why are smaller attachments still too large?

Support emails can include files from selected history as well as new attachments. Transcript size checks also include the encoded body and attachment overhead.

### Should I retry immediately after a delivery error?

Read the error first. Correct a blocked address, account problem or oversized selection before retrying, and check that the intended recipients and files are still correct.