Sending emails to Clients, Staff, or Companies in XenDirect involves multiple technical factors, including senders, recipients, email servers, spam filters, and delivery restrictions. This guide outlines common email issues, troubleshooting steps, and how to report unresolved email problems effectively.
Common Email Delivery Issues
Spam and Blocked Emails
- Emails that trigger spam filters may result in the IP address of your organization or XenDirect servers being blacklisted.
- Xenegrade requires all users to follow proper email policies, including providing recipients with an Opt-Out option.
- Xenegrade reserves the right to disable email functionality for organizations that violate accepted email practices.
Rate Limits on Email Sending
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Many internet providers enforce rate limits on emails based on:
- Recipients per message
- Recipients per hour
- Simultaneous connections
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Rate limits apply to recipients, not messages. Example:
- 100 messages to 1 recipient = 100 recipients counted towards the limit.
- 1 message to 100 recipients = 100 recipients counted towards the limit.
- IPs with a good sending history have higher rate limits than new or flagged IPs.
Rejected Emails
- Some corporate mail servers reject emails sent via XenDirect.
- If emails fail to arrive from XenDirect modules, request that your IT team whitelist the XenDirect email server: smtp.xenegrade.net.
Emails Not Being Received
When clients report missing emails, consider the following:
- Check the spam/junk folder.
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Verify that a case note exists in the client profile.
- If a case note is present, the email was sent successfully.
- Confirm the recipient’s email address is correct.
- If the recipient is using a corporate email, ask their IT team to allow emails from XenDirect.
- Use the forgot password/username function to confirm the correct email is linked to the client profile.
- Send a test email to yourself using the same method to replicate the issue.
Additional Troubleshooting Considerations
- Email Volume Check: The number of undelivered emails is usually very low compared to the total sent. Use the InSight report → "Client Email Counts" to review monthly email volume.
- DKIM Authentication: Consider requesting a DKIM text entry for your domain. This allows XenDirect to send emails on your behalf while increasing email deliverability.
- SMTP Server Setup: Organizations can opt to send emails via their own SMTP server instead of XenDirect.
How to Report an Email Issue
Follow these steps to report email issues related to XenDirect modules.
Step 1: Confirm the Email Was Sent
- Check the case note or message log for the email.
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If no record exists, the email was either not sent or encountered an issue before sending.
- If unsure, submit a detailed support ticket.
Step 2: Verify Recipient Details
- Confirm the recipient’s email address is correct.
- If incorrect, update it and resend the email.
Step 3: Check the Recipient’s Junk/Spam Folder
- If the email is in spam/junk, the recipient should whitelist Xenegrade emails.
Step 4: Submit a Detailed Support Ticket
If the issue persists, provide the following details:
- Date, time, recipient email, and sending method used.
- Recipient’s email domain (important for identifying domain-specific issues).
- Did the recipient try a different email domain?
- Description of the issue (e.g., email not received, formatting issues, missing banner, etc.).
- Any additional relevant information.
Xenegrade will first verify if the email was sent successfully. If confirmed as sent, additional troubleshooting may be required with the recipient's IT team.
Conclusion
Ensuring successful email delivery requires proper email practices, troubleshooting steps, and collaboration with IT teams when necessary. Following this guide will help identify and resolve email-related issues efficiently. For further assistance, refer to related articles or contact support.