Campaign mailbox disconnected: recover the sender and review pending work

Define the decision

First determine whether the failure concerns SMTP sending, IMAP receipt or an authorization grant. These are related but distinct paths. A mailbox that can send while inbox synchronization fails creates a different operational problem from one that cannot authenticate to send at all.

Work through the procedure

1. Record the selected account, last successful operation and first observed error. Note recent password, policy or provider changes without copying credentials into a support message.
2. Use the relevant connection test and inspect the exact failing path. Compare with provider webmail access, remembering that webmail success does not establish protocol access.
3. Have the authorized owner repair credentials or consent through the supported connection method. Avoid broad security changes as an experiment.
4. Review paused and uncertain enrollments before resuming. Confirm reply visibility and suppression changes that occurred during the outage.

Worked example

The following is a synthetic example for this procedure, not a customer result or performance benchmark.

Recovery case
Campaign A selects mailbox One
Mailbox Two is healthy but not selected
Mailbox One: SMTP succeeds; IMAP fails
Action: repair incoming access and review missed replies
Do not conclude: 'all mailboxes are broken' or 'sending proves reply handling works'

Read the result

The split result narrows the repair. It also creates a review obligation: follow-ups may no longer be appropriate if responses were received while synchronization was unavailable. The safest next action is to reconcile the conversation before restarting pending work, rather than merely clearing a red connection indicator.

Check before moving on

1. Send a controlled test to an address you own and return a reply from that address.
2. Verify that the same selected account appears in the campaign after repair.
3. Check a representative affected enrollment for its next step and any retained pause reason.

Limits and next action

Do not replace the sender with an unrelated identity just to make a campaign active. If a sender change is appropriate, review continuity, signatures and permissions deliberately. Connection recovery cannot establish whether an earlier uncertain send was accepted; investigate that event separately.

Source: Zintara sequence product context