Troubleshooting Email Routing and Sender Information Issues

If your emails are being routed to incorrect mailboxes or showing wrong sender information, this is typically caused by mailbox assignment issues. This article will help you identify and resolve these problems.

Common Symptoms

• Emails showing incorrect 'from' names or signatures

• Messages landing in unintended recipients' inboxes

• Reply-to addresses mismatched with original senders

• Sender variables displaying wrong user information

• Emails appearing with correct sender in HubSpot but showing different sender name in actual sent messages (synced emails in HubSpot can display as if sent by the contact's assigned rep, even though the actual send uses the Unify mailbox's assigned user)

• Emails failing to send from specific mailboxes

Root Cause: Missing User Profiles

The most common cause is when a user doesn't have an active profile in Unify. This happens when:

• New team members haven't completed their initial login

• Users were removed from the system but their mailboxes remain

• Authentication issues prevent users from accessing accounts

When this occurs, the system automatically assigns these mailboxes to another existing user, causing emails to display that user's information instead of the intended sender.

Understanding Mailbox Assignment vs. Routing

Key Point: Email sequences can route through specific mailbox groups, but the sender name and signature are always determined by the mailbox's assigned user setting.

Mailbox Group Rotation: Unify automatically rotates emails through all mailboxes within a group to optimize deliverability. This means replies may come from different mailboxes within the same group than the one that sent the original email.

Step-by-Step Resolution

1. Verify User Profiles

1. Check if the intended sender appears as an active user in your system

2. If the user is missing, they need to be invited to Unify

3. Ensure the user has logged in at least once to create their profile

2. Re-invite Missing Users

If a user was removed or cannot access their account:

1. Send them a new invitation to recreate their profile

2. Wait for them to complete the login process

3. Verify their profile is now active in the system

3. Reassign Mailboxes

1. Go to Settings > Deliverability > Mailboxes

2. Locate the affected mailboxes

3. Reassign them to the correct user (who now has an active profile)

4. Allow time for changes to propagate through the system

4. Update Sequence Templates

1. Review your email sequences for hardcoded sender names

2. Replace static text with sender variables like {{sender_first_name}}

3. This ensures sender information updates automatically when mailbox assignments change

Prevention Best Practices

Mailbox Management

• Maintain 1:1 relationships: Each mailbox should be assigned to a single user who owns it

• Use actual user accounts: Avoid assigning mailboxes to generic or non-user accounts

• Document assignments: Keep records of which user should be assigned to each mailbox

Regular Monitoring

• Conduct periodic audits of mailbox assignments

• Verify sender names in outgoing emails match intended users

• Check Settings > Deliverability > Mailboxes regularly

Sequence Content

• Always use sender variables instead of hardcoded names

• Use {{sender_first_name}} and {{sender_last_name}} in templates

• Review existing sequences to replace any static sender information

Troubleshooting Specific Issues

Emails Not Sending

If emails aren't sending from a specific mailbox, verify the assigned user has an active Unify account.

Wrong Sender Information

Check both:

• Whether the intended user has an active profile

• The mailbox assignment in Settings > Deliverability > Mailboxes

Unexpected Reply Routing

If replies come from different mailboxes than expected, verify if those mailboxes are part of the same group. The system automatically rotates through all mailboxes in a group.

Important Notes

• All sender-related custom fields and variables reflect the assigned user's data

• Temporarily reassigning mailboxes can cause signature and sender name inconsistencies

• Changes may require time to propagate through the system

• Reply routing can be configured separately from mailbox assignment - contact support for advanced forwarding setup

Routing Changes Only Apply to New Enrollments

When you change mailbox routing, the change only affects contacts that are enrolled in sequences after the change. Existing contacts keep their original mailbox assignment, and any queued emails will continue to use the previous sender.

• Contacts already enrolled before the routing change keep their originally assigned mailbox.

• Queued emails already in the system will send from the previous sender.

• Additional steps are required to update existing enrollments.

Handling Existing Enrollments After Routing Changes

For Queued Step 1 Emails

Use the Email Backlog feature to bulk‑reassign queued first‑step emails:

1. Go to Dashboard > Health > Email Backlog

2. Select Reassign Sequence Enrollments

3. Choose the affected sequence

4. Select your desired mailbox

5. Click Reassign to update queued Step 1 sends

For Mid‑Sequence Scheduled Emails

These cannot be bulk‑reassigned. Complete them manually, ensuring the composer shows the correct mailbox in “Queue to send”, or skip them to avoid sending from the wrong mailbox.

Play vs. Sequence Level Routing Configuration

Important: When cloning plays, verify routing settings at both the play level and the sequence level. Changing routing at the play level does not automatically update sequences cloned from another user.

Task Assignment vs. Email Sender

Task assignee and email sender are separate. A task can be assigned to you while the email is sent from a different user's mailbox based on routing configuration. Always verify the sender mailbox in the email composer before sending.

If you continue experiencing issues after following these steps, contact support for additional assistance with your specific configuration.