This article explains what to do if a misconfigured automation rule in LiveAgent has triggered a large backlog of queued emails that are preventing normal email sending, and how to resolve the issue.
Overview
In some cases, a broken or misconfigured LiveAgent rule (e.g., an automation rule that incorrectly triggers mass email sending) can result in a large number of emails being queued — sometimes tens of thousands — which may also block or delay all other outgoing emails in your account.
Can I Stop or Clear the Email Queue from the Agent Panel?
No. It is not possible to stop, pause, or clear the outgoing email queue directly from the LiveAgent agent panel. Once emails have been scheduled for sending, there is no built-in option available to agents or administrators to cancel or remove them from the queue.
What to Do
If you are experiencing a large email queue backlog caused by a broken rule, follow these steps:
- Disable or fix the broken rule immediately to prevent additional emails from being queued. Go to Configuration > Automation > Rules and disable or correct the rule responsible for the issue.
- Contact LiveAgent Support as soon as possible. Only LiveAgent developers have the ability to stop or clear emails that have already been scheduled in the queue.
How to Contact LiveAgent Support
Reach out to the LiveAgent support team via the 24/7 live chat available on the LiveAgent website. When connecting, ask specifically for human support if needed, and explain that you have a large queued-email backlog that needs to be cleared by the development team.
Important Notes
- The sooner you contact support, the sooner the queue can be addressed and normal email sending can resume.
- Always review and test automation rules carefully before activating them to avoid triggering unintended mass email sending.
- Consider using rule conditions with strict filters (e.g., specific ticket tags, departments, or time constraints) to limit the scope of any email-sending rules.