Inbound email not arriving in Podio
- Step 1
- Verify your domain's MX records are pointing at ThatApp's RELAY servers. DNS changes can take up to 24 hours to propagate. Ask AVA: "Verify my RELAY domain." If the verification fails, the MX records are not set correctly.
- Step 2
- Check your routing rules. Navigate to RELAY → Rules and confirm a rule exists that matches the email address and conditions you are testing with.
- Step 3
- Check the RELAY activity log: RELAY → Activity Log. Every inbound email is logged here, even if no rule matched. If you see the email in the log, check why the rule did not match. If the email is not in the log at all, the MX records are not routing to ThatApp.
The correct Podio item is not being updated
- Symptom
- A new item is created instead of updating an existing one (or vice versa).
- Cause
- The rule's matching condition for existing records is not finding the right item. Usually caused by a sender email that does not match any field in Podio.
- Fix
- Check the rule's "match existing record" condition. Ask AVA: "Show me the RELAY rule for support emails and explain how it matches existing records."
Auto-reply not sending
Step 1: Confirm the auto-reply is enabled on the rule. Step 2: Check the sender's address — auto-replies are suppressed for senders who received one in the last 24 hours (to prevent loops). Step 3: Check the RELAY activity log for the specific email event to see if the auto-reply action was triggered.
Related: How to Set Up Your Domain for RELAY · How to Create Email Routing Rules