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Mail

Mails End Up in Spam or Cannot be Delivered

Before starting the investigation, inquire this information and write it down on the ticket:

  • When was the issue noticed first and last?

  • What sender address(es) are affected?

  • What recipient address(es) are affected?

  • How was the mail sent? (manually, automated mail during registration, etc.) (Include exact steps to reproduce.)

  • Was a specific template used to send the mail? Does the issue occur when another or no template is used?

  • Who sent the mail(s) (login(s))?

  • Does the message end up in spam with a specific provider (e.g. Google, Bluewin, Gmx)?

  • Was a bounce mail returned (i.e. was a mail returned to the sender about a failed delivery)? If so, get a copy.

Analyzing the issue:

  • Create a Mail Tester report as described here.

  • Attach a link and a full-page screenshot to the ticket. Before taking the screenshot, make sure all test results are shown (click all pluses).

Common issues:

Sender Address Selection

How the Sender Address is Selected

It is possible for a user to select an arbitrary sender address. However, we are not necessarily allowed to send mails on behalf that domain. Thus, we restrict what sender domains are allowed and if a domain is not allowed, we rewrite the sender to a fallback address:

digraph { label="Selecting a sender address." given_address [ label="selected/entered address" ] is_in_allowed_domains [ shape=diamond, label="Is sender in\nallowed domains?" ] has_fallback_on_bu [ shape=diamond, label="Is default address\ndefined on BU?" ] end [ shape=circle, label="" ] given_address -> is_in_allowed_domains is_in_allowed_domains -> end [ label="yes, use given address" ] is_in_allowed_domains -> has_fallback_on_bu [ label="no" ] has_fallback_on_bu -> end [ label="yes, use address from BU" ] has_fallback_on_bu -> end [ label="no, use global default address" ] }

Essentially, the entered sender address is only used if it’s in the configured list of allowed domains. Otherwise, a fallback address is used.

Show What Sender Address is Used

If you want to find out what sender address is used effectively when sending a mail, the preview function of our e-mail action can be used:

  1. Open entity Person

  2. Select any person that has a e-mail address

  3. Open action Communication → E-mail

  4. Fill in the sender address and select preview:

    ../_images/email_sender.png

  5. The sender shown in the preview is the sender used effectively:

    ../_images/email_preview.png

(technical documentation)

Configure Allowed Domains

See Allow Domains in Outgoing Mails.

Configure Default / Fallback Sender Address

There is two ways to configure a default:

  • Set the default address on the business unit:

    ../_images/email_default_on_bu.png

  • Set the application-wide default (only used when no default is set on BU):

    See Set Default Sender

Create DKIM Record

See Create SPF Record

Create / Adjust SPF Record

See Create DKIM Record