Documentation Index
Fetch the complete documentation index at: https://docs.unifygtm.com/llms.txt
Use this file to discover all available pages before exploring further.
Overview
Mailboxes determine who sends Sequence emails, where replies are routed, and how quickly queued emails can leave Unify. Most mailbox controls live in Settings → Deliverability → Mailboxes and organization-level sending controls live in Settings → Organization → Sequences. Some controls apply only to Unify-managed mailboxes. Connected Gmail mailboxes can have different authorization and forwarding behavior because they are tied to the connected Google account.Assigned user and mailbox ownership
Each mailbox has an assigned user. For Unify-managed mailboxes, the assigned user is the person represented by the mailbox:- The sender display name and email signature come from the assigned user.
- Replies to the mailbox are forwarded to the assigned user’s primary email.
- Sequence tasks and routing can use the assigned user, depending on your Sequence ruleset settings.
Reply routing and forwarding
When a recipient replies to a Sequence email, they reply to the sending mailbox address. For example, replies tojane@mybusiness.io are received by that
mailbox and forwarded to the assigned user’s primary email.
Unify-managed mailboxes can also have a secondary forwarding user. Secondary
forwarding sends a copy of replies to another user, such as a teammate covering
for the assigned user. It does not change the sender address that the recipient
sees.
In mailbox details, the Forwarding Email field shows the current forwarding
destination when Unify can read it from the provider. If forwarding looks wrong
or is missing, check the mailbox details page and the mailbox provider before
changing Sequence routing.
Warmup and ramp-up
New Unify-managed mailboxes warm before they are used for normal Sequence sending. During warmup, Unify sends warmup emails through a warmup network, monitors engagement, and helps build mailbox reputation. The existing mailbox configuration guide describes the standard warmup process. A mailbox can show these operational states:| State | What it means |
|---|---|
| Warming | The mailbox is still building reputation and is not ready for normal Sequence sending. |
| Warm | The mailbox is warmed and can be used for Plays and Sequences. |
| Ramping | The mailbox is warm enough to send, but Unify is gradually increasing its daily send volume. |
| Paused | The mailbox is intentionally paused and will not send until it is unpaused. |
| Unauthorized | The mailbox needs to be reauthorized before Unify can send from it. |
Send limits and scheduling
Unify uses send limits and schedules to protect deliverability. At the organization level, admins can set the maximum number of sends per mailbox per 24 hours. A mailbox can also override the organization limit from the mailbox details page. Unify recommends 25 emails per mailbox per day by default. Unify-managed mailboxes can be configured higher, up to 65 emails per mailbox per day, when appropriate for the workspace and mailbox. By default, Sequence emails are sent on business days between 9 AM and 4 PM Pacific time. Sends are staggered throughout the day, with the default spacing fluctuating between roughly 2 and 6 minutes to emulate natural sending patterns. Use custom send schedules to customize the send window, time zone, holiday behavior, or excluded date set for Sequences.Backlog and queued emails
Queued Sequence emails wait in the outbox until the selected mailbox has send capacity during an allowed send window. A mailbox with a large backlog may have valid queued emails that are simply waiting for capacity. When a specific Sequence email is delayed, check:- The enrollment status and step status.
- The mailbox status: warm, ramping, paused, or unauthorized.
- The mailbox daily send limit and current daily send limit.
- The Sequence send schedule and allowed send days.
- Whether other pending outbox messages are already using that mailbox’s daily capacity.
Recipient eligibility and bounce safeguards
Unify checks email verification before sending Sequence email. Admins can configure which verification statuses are eligible for sending in Sequence deliverability settings.| Verification status | Default behavior |
|---|---|
| Valid | Eligible for sending. |
| Catch-all | Eligible by default. Catch-all domains accept mail for many addresses, so validity can only be confirmed after sending and bounce risk is less predictable. |
| Unverified | Eligible by default. Delivery may succeed, but reliability is uncertain. |
| Role-based | Not eligible by default. These are shared inboxes such as info@, support@, or sales@; they are valid but often have lower engagement and higher filtering risk. |
| Invalid | Not eligible and cannot be enabled for sending. These addresses are confirmed undeliverable. |
Troubleshooting
Replies are going to the wrong person
Replies are going to the wrong person
Check the mailbox assigned user and secondary forwarding user. For
Unify-managed mailboxes, replies forward to the assigned user’s primary
email and any secondary forwarding user.
A mailbox is not available for Plays or Sequences
A mailbox is not available for Plays or Sequences
Check whether the mailbox is still warming, paused, unauthorized, deleted,
or not assigned to an active user.
Queued emails are not sending
Queued emails are not sending
Check the mailbox send limit, current ramp-up limit, send schedule, allowed
send days, mailbox backlog, and whether the enrollment is blocked.
Send volume is lower than expected
Send volume is lower than expected
Check warmup/ramp-up, daily send limits, paused or unauthorized mailboxes,
Sequence send windows, and whether too many enrollments are assigned to a
small number of mailboxes.
A Person was stopped before sending
A Person was stopped before sending
Check recipient eligibility settings and the Person’s email verification
status. Invalid emails are not sent, and high-risk emails may result in a
“Bounce stopped” outcome.
DNS records are not verified
DNS records are not verified
Review the domain records in Domain configuration,
especially SPF, DKIM, DMARC, MX, and CNAME records.