If you've received reports that some customers aren't receiving your emails; they may be ending up in their spam folder.
Email messages getting flagged as spam can be caused by the recipient's server settings and spam filters. Though a lot of these factors are out of our control, there are some measures that can be taken to minimize this as much as possible.
Please read the following guideline:
1) Consider turning off E-mail Masking
Please go to Settings > Emails and SMS Templates > System and change FROM address to services@gorilladesk.com
All paperwork is sent from our server (services@gorilladesk.com). Changing the FROM to your email is hiding the real sender and it is called masking.
Some servers are sensitive to masking and marking 'masked' sender as spam.
2) It is best if your customers can add Services@gorilladesk.com or your company email to their contact list. We advise adding a small note at the bottom of your email.
“To ensure that you are not missing our e-mail, please add Services@gorilladesk.com or company email to your contact list.”
3) Please personalize your e-mail template. You can use the available email variable shortcodes to make each e-mail unique, such as including the service name, service address etc.
Generic looking e-mails have a higher risk of going to spam.
Here’s a guide on how to edit your e-mail template, we prepared a 2 minutes easy to follow video here.
For example:
Hi [::client_first_name::],
Thank you for using our service.
Attached here is your Invoice [::invoice_number::] for your [::service_name::]
The treatment was done in [::service_address::]
You can also pay online through this link:
[::online_payment_link::]
Let us know if you have any questions.
Best,
[::company_name::]
[::company_phone::]
Another example of a customized email template:
Hi [::client_first_name::]!
This is an appointment reminder for your upcoming [::service_name::] on [::day::] at [::time::].
If you need to reschedule please use this link
[::reschedule_link::] or contact us at [::company_phone::].
Thank you so much!
[::company_name::]
[::company_phone::]
[::company_email::]
To ensure that you do not miss any , please add our sender's email Services@gorilladesk.com to your contact list. Please always mark our e-mail as safe and do not move it to spam. If you wish to stop receiving a certain email, please let us know.
4) If the e-mail is missing, please have your customer check their spam folder or search the subject line.
If it is in the spam or somewhere else, make sure that they move it to their inbox, mark it as safe and add us to their contact list.
If your customer cannot find you email, report it to us immediately. It is important to give us the e-mail address in question. Prepare to note and send the following information:
Email or your customer name:
Type of email:
Drop it in chat, email catherine@gorilladesk.com, text 561-264-1503 or call 855-536-7470.
5) Avoid using Broadcasts or Follow Up to send promotions. Doing this might affect the delivery of important emails such as reminders and invoices.
Broadcasts are meant for sending an important batch message to your customers on the calendar, for example: Rainout, reschedule request etc.
If you wish to send an announcement or promotion, please check this guide.
If you have a customer with multiple jobs and locations, please make sure you are not over sending the follow-up.
You can turn off follow up for them, here’s a guide on how to change your customer’s messaging preferences.
If they have 20 addresses and 20 jobs and you are sending a follow-up 3x, chances are they might move your e-mail to spam, and this will affect your future e-mail delivery.
Click here to learn how to whitelist a domain across multiple email platforms:
Gmail
Yahoo
AOL
Office 365
Hotmail
Outlook
CenturyLink
Below, are some additional links and best practices to help with email delivery: