In this article, you'll find answers to some Frequently Asked Questions about emails sent from ServiceCore to your customers.
Frequently Asked Questions about Email Deliverability
How does ServiceCore know when an email is delivered to my customers?
When ServiceCore sends an email, the recipient's mail server provides a response when the message is accepted for delivery, when it bounces, or when it can't be delivered for any reason. Currently 97.8% of all emails sent from ServiceCore are successfully delivered.
How can I see when my emails are delivered to my customers?
Email logs are on our product roadmap. We will provide additional news once this feature is closer to being available for your use. At this time, email logs are only available internally to ServiceCore staff and customer support agents.
What happens after the email is delivered?
If an email is accepted for delivery by a recipient mail server, ServiceCore does not have any additional insight into what happens to the message from that point. For example, the message may go through a series of spam filters or other processes that aren't disclosed to us, the senders.
Sending an email is really no different than dropping a letter in the mail. Once the letter lands at your customer's house, let's call it the "House of Gmail", then it's Gmail and your customer's mailbox that now control what happens to the letter.
What email address do my emails come from?
All emails sent out of ServiceCore are sent from the email address "firstname.lastname@example.org".
Why aren't customers receiving my emails?
There are several reasons customers may not see your emails in their inbox. Here are a few things to ask them to try if your emails aren't showing up:
- Search for the correct from address
Use the email service provider search box and search for email@example.com and see if that returns any results. Depending on how your customer has their inbox view setup or configured on their computer or mobile device, your customer might see the emails from ServiceCore, and since the from address is not firstname.lastname@example.org, you customer may ignore them.
- Check for any filters or blocked addresses
For Gmail useres, go to Gmail Filters and Blocked Addresses settings and check that there are no filters setup to divert your emails from the inbox.
- Ask about aliases
If your customer has their email address setup as an alias to another email address, this can cause emails to fail to appear in the inbox. For example, if your customer has an email address of email@example.com and firstname.lastname@example.org as aliases to email@example.com. Sometimes complex alias setups can affect deliverablity or what inbox an email lands in.
- Turn off Conversation View
Sometimes when conversation view is on in Gmail, it can lump a lot of emails together than look like new ones aren't appearing. Here is how to turn/on off grouping emails into conversations in Gmail.
- Check for Categories and Tabs
Lastly, when Gmail users use categories and tabs, it can make an inbox harder to manage. Here is information about how to add or remove categories and tabs in Gmail.
- Send to Another Email Address
Some email addresses have very strict rules about what emails they allow through. This is especially common when you send to email addresses for the government (for example .gov, .mil) or for large colleges or universities (for example .edu). If your customer has an alternate email address that can be used, you may want to try this and see if that helps.
In order to troubleshoot why emails are not appearing in the inbox, you will need to contact your customer and make sure there is no filtering, routing, aliases, etc. setup in their inbox that could prevent the email from showing in their inbox.