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.

Depending on your internal email policy you may also need to whitelist Envoke's IP addresses.

If you have completed all of the steps described above and emails are still not arriving to your inbox, or only arrive intermittently, then you need to contact your IT team to troubleshoot further. Envoke only has control over how emails are sent. Whether the emails are delivered to inboxes is controlled by your internal email server settings.

Internal email delivery means emails sent from @domain.com to another email address @domain.com.

Internal delivery issues arise when your organization's mail server rejects messages because the they don't recognize and email sent from Envoke as a legitimate email that is authorized to send messages on behalf of your organization.

In the majority of cases your contacts with external email addresses will receive emails without issues even if you don't receive emails internally.

Send a test message to an external email address to check if they arrive. For example if your email is something@domain.com then try sending tests to something@other-domain.com. This way you can confirm if delivery issues are limited to internal emails only.

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:

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. You will need to involve your IT team for this.

It's a one-time process that requires no ongoing maintenance in most cases. The steps involved are not specific to Envoke, all email providers have similar requirements and recommendations.

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.