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Alert: “Can’t send emails to customers” Impact: Customer replies from you and your AI Agent fail silently.

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Quick diagnosis

SymptomLikely causeFix
Domain shows “Pending” or “Failed”DNS records missing or wrongVerify DNS records
Domain shows “Success” but emails failSPF record missing amazonses.comFix SPF record
Only some emails failRecipient-side issueNo action needed

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Verify DNS records

1

Open Email Settings

Go to Behaviour > Channels > Email > Settings.
2

Check status

Check your domain’s verification status.
3

Update DNS if needed

If not “Success”:
  • Copy the DNS records shown
  • Add them to your domain host (GoDaddy, Cloudflare, etc.)
  • Wait 5-60 minutes (can take up to 48 hours)
Required records:
TypePurpose
DKIM (3 CNAME)Proves emails are from you
SPF (TXT)Authorizes Amazon SES to send
DMARC (TXT)Tells receivers how to handle failures
Use MXToolbox to verify your records are live.

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Fix SPF record

If you have an existing SPF record, add include:amazonses.com: 
v=spf1 a include:amazonses.com include:_spf.google.com ~all
If you don’t have one, create this TXT record: 
v=spf1 a include:amazonses.com ~all

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Verification failed?

  • Check for typos or extra spaces in DNS records
  • Confirm you’re editing the correct domain
  • Remove and re-add the records
  • Wait longer. Propagation can take 48 hours.

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Emails landing in spam?

  • Verify SPF and DKIM records are correct (use MXToolbox)
  • Avoid “no-reply@” addresses. Use a human-like sender.
  • Check if your domain is on any blocklists
  • Keep subject lines clear and professional

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Test it

1

Open Email Settings

Go to Behaviour > Channels > Email > Settings.
2

Send test

Click Send test email.
3

Confirm delivery

Confirm it arrives (check spam folder too).
The alert clears after the next successful send.