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  • #16
    Hi,
    My name is Lani Rowe and I have been helping Insight work on C&P. This is an error that I do not understand and seems completely on the C&P side. That is, all Salesforce emails from regular Salesforce email alerts, etc. are being accepted by their members but ALL C&P emails from the autoresponder are no longer working. If you can't solve this in the next day, I would like to request a phone/screen share with you as soon as possible. This is greatly affecting their membership management. Additionally, I have another Buddhist organization who is looking into C&P that has asked me to consult on the best solution for them and I will be unable to give them a positive review if we cannot solve this issue which definitely started at the beginning of the month when C&P went to their new processing system.
    Thanks,
    L

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    • #17
      Good day lanirowe

      Here is the issue and one that is important to realize so we can get to the root cause.

      Salesforce emails are going from Salesforce and it has Salesforce as the SENDER, in other words the SPF records as well as DKIM are all Salesforce records. Salesforce has a limit of 100 or so emails a month so if we use Salesforce as your sender of email you will face a limit on the number of autoresponders you can use.

      So far so good.. hope you see the reason why the Autoresponder emails are NOT the same as Salesforce emails.

      Click & Pledge uses SendGrid for sending emails to allow for high volume emails to go in real time. If you are using Autoresponder the emails go from SendGrid .. this is done free of charge to allow you to have the most flexibility and no limit in sending email. If you have 10K donations in one hour (end of the year giving) all emails will go out.. no Salesforce limits.

      Now the issue.

      If you choose YOUR EMAIL as SEND FROM - in other words the email that your recipients receive shows YOU as the sender then the SPF and DKIM records of your email has to match and allow SENDGRID Ip's to send emails on your behalf.

      So far so good..

      Please read: https://support.clickandpledge.com/s...ceipt-delivery

      We can gladly look at your email domain we can see what your SPF records are set to. You could also easily check it here: https://mxtoolbox.com/spf.aspx

      SPF and DKIM are email standards that are used by 99.999999999% of all servers these days. The standard ensures your email cannot be spoofed.

      Let us know how we can help.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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      • #18
        [email protected] If the problem only started this month, then there may be an issue on "your end". I checked your domain's DMARC record and it has a "reject" stipulation. This means that anyone who receives an email from your domain name will reject it if all criteria are not met. If this record was added or changed recently, then please revert to the prior version.

        In the meantime, we are also reviewing our settings.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #19
          Thank you for this quick reply. We are having consultants on our end look at the reject criteria you mentioned (which we do not remember modifying) and appreciate you looking into things from your end as you have indicated. We will update you with anything we find on our end.
          L

          Comment


          • #20
            lanirowe Please note that my prior response was to Vivian at New York Insight. It may or may not apply to you.
            For you: I need your domain name or account number so I can look into the logs to better understand your issue.

            I will respond to you once I have done the research.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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            • #21
              The Autoresponder log is showing quite a few emails that have gone out over the past month.

              To continue testing, I sent an email to [email protected]. This was the email that was being used to BCC the autoresponders to, and I thought since you made a point to note that none of your customers were getting email, I thought perhaps you were expecting to get a copy. And it made since to me that that was the address you expected to get the copy through.

              I emailed that address from my company email, which has not experienced delivery problems, and requested a reply to verify it had been received. That was at 12:20 pm ET.

              I then purchased a free ticket to one o
              your events, verifying it met the criteria of the autoresponder. I added my email and Vivian's to the autoresponder's BCC. I did receive the autoresponder response:
              Click image for larger version

Name:	2020-10-30_Autoresponder.jpg
Views:	15
Size:	61.5 KB
ID:	56218


              But only one copy, so I'm not sure if I received the "Send To" or the BCC version of the email. There were a couple of other event registrations around the same time, which I have not received, so I suspect that I did not receive the BCC ones.

              Our best practices article does suggest avoiding using the same address as the "From" address and as the "To" address, as this makes the email highly suspect as spam. Perhaps the emails that are being copied to [email protected] are being caught as spam, because this is the same address that is "sending" the email. Is it possible the customers are receiving the messages, but you are concerned because the [email protected] address has not been receiving the copies?

              To move forward from here:
              • please check the [email protected] inbox to see if you received the verification email I sent on Friday around noon.
              • try changing your BCC address to a different email address, and perhaps add a gmail address as further confirmation of whether or not the emails are being sent.
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment


              • #22
                I just received the response for the email I sent from my corporate account to the "registration" email. So the registration email does work.

                So using the same email for "From" and an address in the BCC may be a reason that the BCC copies are not going through.

                I recommend that you change either the From address to a different address, or the BCC so that it doesn't include the same email as the From address, to see if you begin receiving copies of your autoresponders
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #23
                  The screenshot you shared is not an autoresponder for our event registration, it is a manually sent out email that we send as a confirmation to folks who registered for events. We've been doing that because people have not been getting their autoresponder confirmations.

                  Lani Rowe is our SF developer and works on our account.

                  Rob is helping us figure out the source of this issue and will be joining your live session at 3pm. He said that there's an issue between C&P and Send Grid, so there's something wrong on your end.

                  Customers have NOT been getting any autoresponders for the whole month of October until 10/29, when Rob went in and helped us get the emails sent out for the time being, but he says that's a bandaid as there are deeper issues that need to be addressed that is on YOUR end.

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                  • #24
                    Vivian,

                    I reviewed the issues discussed in this post. As you reported, Robert worked with our team last week and has a support ticket open as Case #00374488. Robert is working directly with our IT team member that manages the mail servers sending those emails, so we will continue to follow up with Robert through that support case.

                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                    Comment

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