Customers not receiving emails

Giovanni J. shared this question ago

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The customer keeps stating that they aren't receiving the emails that I'm sending to them. I've attached an example of an email that I'd like to send to a customer.

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Gabrielle P. ● 6 months ago

What lead are you trying to send this for? And what is the name of the email template? Are you getting errors when trying to send?

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Giovanni J. ● 6 months ago

I'm not getting an error. The email will look like it sends like normal, but the customer doesn't receive it. To use an example, Patricia Grant wasn't receiving an email for the quote, but she isn't the only one who wasn't receiving emails. Here's a link to her lead: https://rental.software/account/#/leads/41069495. It wasn't one template, it was all the emails. The template I was trying to send was "Quote First Message Sent".

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Gabrielle P. ● 6 months ago

Thanks for the example I have given to developers for further review.

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Giovanni J. ● 6 months ago

Have you gotten a response from the developers?

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Gabrielle P. ● 6 months ago

Sorry I responded to Tori we had 2 tickets regarding this. Developers advised it looks like the emails are sending on our end. us Do you have us added to white list in your email settings?

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Giovanni J. ● 6 months ago

Would we add you to our whitelist in Gmail?

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Gabrielle P. ● 6 months ago

Yes that's correct.

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Giovanni J. ● 6 months ago

We've added you to our Gmail for one business Monkey Biz Inflatables, but we don't have a Google Workspace for JumpAround or Lights Around. Do we need one?

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Susan M. ● 6 months ago

You will want to login to those emails settings to set this there...for example, jumparound is using dreamhost email server

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Giovanni J. ● 6 months ago

We were told by Dreamhost that the IPs you mentioned are already whitelisted by netblocks that are in the SPF

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Christian G. ● 6 months ago

For that lead it looks like it was sending through jumparoundva.com. I added a rule to that domain's SPF record that helps send through IO. This should improve email deliverability through IO for that domain.

include:mailspf.smtp.com

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