Troubleshooting e-mails not being sent

When using an e-mail template it might occur that your e-mail doesn't reach the recipient.
When this happens, please review the following:

How to check if LeadDesk sent out the e-mail successfully 

• From the Admin > Reports: please run the "SMS And E-mail sending report".
  • If you're dealing with a lot of e-mails, you could already apply the e-mail filter at the far bottom / left of the screen before you run it and specify some other filters (eg from date - to date).
    This report shows you all e-mails sent during the timeframe of your choice.
    Please use either the call log ID (unique number for a phone call) or the recipients e-mail to find the e-mail in question.
  • Initially we're simply looking to see if the e-mail left our server successfully, marked below in the screenshot in yellow with a "true" or "false".
  • Next up would be to logically check "Sender" & "Receiver" values.
    From here, you can easily spot errors from the agent or your e-mail template (spelling mistakes or similar). 

Below image could be loaded in a new tab to get a better view of the report if needed.

If LeadDesk send the e-mail successfully but it did not arrive at the customer

(This section assumes that you have reviewed the previous part.)
If the report indicates that the message has left our e-mail service (success = true), but the e-mail does not arrive at the destination:

• E-mail lands in spam folder
  • Please review the below section on SPF and DKIM settings.
  • If these have been set up properly, but there is still an issue:
    • Please save the e-mail from the e-mail program directly and forward this to Support in a ticket. Kindly describe the scenario and steps taken up until this point.
• E-mail does not land at customer at all.
• Please review SPF and DKIM settings.
• If these have been set up properly, please refer to the DMARC section below.

SPF records
If your e-mail (domain) uses SPF, you'll need to make sure that LeadDesk is allowed to send e-mails on your behalf.

• SPF record should have < include:_spf.leaddesk.com >
  Example: "v=spf1 include:_spf.leaddesk.com ~all"
• If your require less DNS look-ups, we do offer _spf5.leaddesk.com
  Please note that the first option is preferred.

When including this into the record, it should be noted that RFC7208 4.6.4 limits the maximum amount of DNS requests for a SPF to 10.
Our SPF generates 5 DNS requests, meaning that if you have multiple items in your SPF record, it's possible that the maximum number of 10 will be exceeded.

In case the e-mail address is that of your customer (not your own):
If you're using an external party's e-mail address, you're not aware what type of settings they're using, but you'd still like to do you own investigation beforehand, we could recommend that you use a SPF checker, like this one.
Here you could fill out the e-mail address and review what the SPF record looks like and provide direct feedback to your customer.

DKIM

If you're looking to set up DKIM for your email domain:

• Please send a message to support requesting DKIM configuration.
• Please remember to mention your domain name.
  • Our developer will set this up based on the e-mail domain name that you'll send us.
  • Support will confirm this back to you once ready, relaying CNAME DNS configurations.
    Your domain host will need to implement these from their side.
  • After this is done, you'll have to confirm this back to us one last time.
    Our developer will verify that the DNS configuration is correct and finalize this.

Setting this up will result in your e-mails not have the "send via sendgrit.net" in the header of the e-mail.

DMARC

If you're running into problems with DMARC:

• Please check the DMARC report for either SPF and/or DKIM set up.
  • Please note that LeadDesk cannot exercise any influence on DMARC; we can only advise and help setting SPF and DKIM.
    If you run into problems even though SPF and DKIM are set up as described above, the resolution should come through your email domain host provider.