This article discusses what to do if messages you send do not arrive at the intended recipient. It applies to messages that were sent from the Outbound interface using an email template.
Was the email sent?
First, you can check a report to see if the message was successfully sent from LeadDesk.
In your Admin account:
- Go to the Reports page.
- Go to the Overview subpage.
- Click the Create report button.
- Click the Report name drop-down list and select SMS And Email Sending Report.
- Click the Time period drop-down list and either select a period, or specify a Numeric date that includes the period you are interested in.
- Select other filters for Project or Contact lists as appropriate.
- For the Message type drop-down list, select E-mail.
- Click the Run report button.
The report shows all emails sent during the specified period. You can sort the results by clicking on any of the headings in the report table, which can be useful if you are looking for a message to a particular Receiver.
- Check the Sent successfully column (highlighted in yellow in this screenshot):
The email was not sent successfully
In fact it is unlikely that the Sent successfully column would show false for emails, though it is more common for SMS, for a variety of reasons. If the report does show false for an email, try sending again.
The email was sent but didn't arrive
If the Sent successfully column shows true but the message did not arrive there are several possibilities.
Check the Sender and Receiver columns
If you encounter a problem with emails not arriving, don't leap immediately to your email server settings. Often, the problem is much simpler than that.
- If there is a typo in the recipient's email address, it will not arrive. Check the Receiver column and make sure the information is correct.
- Less obviously, if the Sender information is incorrect, this might result in the recipient not realising the message has arrived. This is particularly true if you send messages on behalf of several different sponsors, as the sender email can vary by project. Check the article Setting outbound email addresses for Outbound agents for more on how sender email is controlled in outbound message templates.
Message arrives in spam folder
If the message was successfully sent to the correct recipient, but the recipient doesn't see it, the message likely ended up in spam.
When we set the sender email address for a message, it is not authenticated. Instead we rely on standard email authentication to ensure that the email is recognised as valid. In this case:
- The SPF framework determines who can send on your behalf, and LeadDesk will need to be included in its rules. The SPF record is managed by your mail domain, outside LeadDesk.
- DKIM is an authentication method which uses a signature to prove the message was sent by you. This requires some setup by LeadDesk, please contact support for more information.
- For more information on how you can manage SPF and DKIM, see the article Settings required for email (SPF, DKIM DMARC).
- If these have been set up properly, but there is still an issue, please contact our support team. We will need a copy of the email and a description of steps take to this point to investigate further.
Message does not arrive at all
If the email does not arrive at all, this is almost certainly an issue with authentication.
- As before, check the SPF and DKIM settings.
- If these have been set up properly, you may also need to check the settings for DMARC. This determines how the SPF and DKIM rules are applied.