Read more: How to maximize inbox delivery.
This article is for troubleshooting emails sent to internal emails sent from @my-domain.com to another email address with the @my-domain.com. For emails sent to external emails go to the inbox delivery troubleshooting checklist.
You need to involve your IT team first before contacting Envoke support. Envoke cannot change settings in how our customers' email servers are configured. Please follow these steps for troubleshooting:
Step 1) Confirm that technical settings are in place
The first step to troubleshoot internal email delivery issues is to confirm that technical settings (DKIM, DMARC and SPF) are all configured as explained on this page.
Step 2) Check with your IT team
After you've confirmed that technical settings are in place and emails are still not arriving to your inbox, or only arrive intermittently, then you need to contact your IT team. Envoke only has control over how emails are sent. Whether the emails are delivered to inboxes is controlled by your internal email server settings.
Step 3) Contact Envoke support
Contact us via chat support after your IT team confirmed that emails aren't quarantined, rejected or forwarded away from inboxes. Please include the last note from your IT team and other relevant details in your support request.
Additional information
Getting emails delivered to an inbox is a joint effort between the sender (Envoke) and the recipient (your organization). The sender and the recipient communicate via mail servers.
In order for emails to be placed in inboxes the recipient's mail server performs many checks. The rules that determine whether or not an email is placed in inboxes vary greatly among mail servers.
The recipient's mail server can take different actions with emails. Emails can be:
Accepted and placed in the inbox
Rejected (bounce)
Quarantined (placed in a secure environment where it can be viewed without risk)
Sent to the spam folder
Delayed (throttled delivery)
Envoke's mail servers send emails according to up to date industry standard specifications using the same base settings for every customer. Customers may need to apply additional settings depending on how their mail servers are configured.
lists.bettermail.ca showing in the inbox
There is a technical explanation for when you see lists.bettermail.ca showing up in your inbox:
Email messages have two separate sender fields: the "From" address that you supply which is displayed to your recipients, and an "envelope" (or "return path") sender which is intended for mail servers' internal use and not normally displayed to your recipients. For a direct personal email you send from Outlook or other email clients, these addresses will be the same, but for bulk emails sent through a service like Envoke, they'll be different.
Envoke uses lists.bettermail.ca as the envelope sender for outgoing messages, and have for many years.
Some email software will alert recipients if the two sender addresses do not match, although ordinarily having a valid DKIM signature and / or SPF is enough to satisfy them that it's not a malicious spoof.
There are time when sending yourself a message from the same domain (for example from something@company.org to something-else@company.org) your mail server is applying some additional security rules to "internal" mail that originates from an external service and shows that the message is coming from lists.bettermail.ca.