Why doesn't approving or rejecting from the email update the item?

Short answer: The reply email never reached Kissflow or was rejected. Send the drafted reply unchanged, and ask IT to enable SPF and DKIM on your mail domain.

Why it happens

• Clicking Approve or Reject drafts a reply that Kissflow reads. If you edit that content, Kissflow ignores it.
• Replies are checked with SPF and DKIM. If either isn't set up on your mail server, the reply is rejected.
• Each email expires 30 days after it was received.
• If someone already acted on the item, the email action is ignored. A valid reply usually updates the item in about a minute.
• Email actions aren't offered at a step that needs required editable fields filled in.

How to fix it

1. Click the button in the email again and send the draft without changing it. For a rejection, type your note only in the space provided.
2. Ask your mail admin to enable SPF and DKIM for your domain, and to check that outgoing replies aren't blocked.
3. If the email is older than 30 days, sign in to Kissflow and act on the item there.
4. Test with a new item. If only some users fail, compare their mail clients and share the pattern with Kissflow support.

If the approve and reject buttons don't appear:

1. Open Edit process > Workflow, click Change near the step, and turn on Email actions.
2. If you see "Email actions are disabled for your organization", a Super Admin must turn them on in flow settings.

See email actions.