weird Email Glitch: cannot click a customer email and use Gmail

Hello All

For the life of us, there has been a glitch where if you click a customer email and use Gmail to send a question the customer will never get it and it doesn't show up in the sent inbox.

This is coming straight from the app into Gmail, its weird as it was working, and now it's broken and we get a funny AI response type from chat with the person saying it's a promotion email. weird 

Can anyone help, please

Cheers

bump

Thank you for sharing your question with the community. However, I'm having trouble understanding your query. Could you please provide additional context or rephrase your question? Some details of the steps you are following and some screenshots may help the community to understand the issue(s).

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Hi Paul

When we use the Squarespace app we click an order and then click the customer email address and select gmail to send with, but for the last couple of months nothing has been heading to our customers. We made a tick and got back something to do with marketing but have said its to do with e-commerce.

weird righty?

Just now, Leopard said:

Hi Paul

When we use the Squarespace app we click an order and then click the customer email address and select gmail to send with, but for the last couple of months nothing has been heading to our customers. We made a tick and got back something to do with marketing but have said its to do with e-commerce.

weird righty?

 

screen shots ill grab some asap

1 hour ago, Leopard said:

When we use the Squarespace app we click an order and then click the customer email address and select gmail to send with, but for the last couple of months nothing has been heading to our customers.

Thank you for the additional information. When you click the contact button in the Squarespace App, it launches a new email using the device's default email account. Everything that happens after this is managed by your device's default email application, for example, the Apple Mail app on iPhone or the Gmail app.

If the email appears, the Squarespace App is working correctly. For the next steps, you'll need to troubleshoot your email app and the service provided by them. For example, your default email service may not be correct. 

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On 10/9/2023 at 11:39 PM, paul2009 said:

Thank you for the additional information. When you click the contact button in the Squarespace App, it launches a new email using the device's default email account. Everything that happens after this is managed by your device's default email application, for example, the Apple Mail app on iPhone or the Gmail app.

If the email appears, the Squarespace App is working correctly. For the next steps, you'll need to troubleshoot your email app and the service provided by them. For example, your default email service may not be correct. 

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It is interesting cause we did check the Gmail setting and saw no sent emails .... it works fine when you copy the email out of the app and make a new one 

let me have a look at the settings

report back ASAP