Missing Concierge escalation email

Issue

The Concierge SMS escalated email was not delivered to the email address listed in the Concierge settings page.

Environment

Resolution

Check spam or junk folder

Look for the Concierge email in your spam or junk folder. If found, move it to your inbox and mark it as Not Spam or Not Junk to improve future deliverability. 

Add Concierge email to contacts

Add no-reply@t1.rechargemail.com to your email contacts or safe sender list. This signals to your email provider that messages from this address are trusted and helps prevent future emails from being flagged as spam.

Create an email filter

If the issue persists, you can set up a filter to always allow emails from no-reply@t1.rechargemail.com. This filter should route these emails directly to your inbox. For assistance creating the filter, contact your email provider.

Check for a Gorgias ticket

If your store has the Gorgias integration enabled, escalation emails are not sent. Instead, a ticket is automatically created in Gorgias. To confirm, log in to Gorgias and check your ticket queue for the escalated conversation.