Customers don't receive responses to emails unless they have a CC

[bfontaine]

Hello,
Very strange issue here; I don’t know how to properly troubleshoot it. This is blocking us from migrating to Chatwoot.

We have Chatwoot 3.14.1 installed with Docker (Dokku)

1. I (as a customer) send an email to our contact email
2. it appears in Chatwoot, I (as an agent) respond to it
3. nothing happens: the response shows as "send with success" in the conversation, but I don’t receive the email
4. I try again, but with a CC
5. it works, both the customer (me) and the CC'd address get the email

Update: it was an issue with OVH; changing provider did the trick.

[bfontaine]

Turns out if was an issue with OVH.