Overview
There are several ways PracSuite can send emails on behalf of your business, including the option to send emails "via PracSuite". When emails are sent this way, they are delivered using the PracSuite domain and a unique email address linked to your account.
Your Sender Name and Reply Email address are applied to these messages, so they appear to come from your business and replies go directly to you.
This is a common and perfectly valid approach used by many web applications. However, some email providers may treat these messages as slightly higher risk than emails sent directly from your own domain. As a result, there is a small chance they may be filtered to spam or, in rare cases, blocked altogether.
Email delivery is influenced by many factors outside our control, including the policies and filtering rules of receiving mail providers.
Why do emails get blocked, or sent to spam?
1) Sender reputation
We do everything we can to protect the reputation of the PracSuite domain. This includes maintaining the correct authentication records required for reliable email delivery.
However, your individual sending address (for example, client.1234@send-via.pracsuite.com) also builds its own reputation over time. Sending large volumes of marketing-style emails, or messages that recipients mark as spam, can negatively impact this reputation. Each rejected, bounced, blocked, or spam-reported email lowers your sender reputation. As this happens, more mail providers may start rejecting your emails, and in some cases your sending address may be blocked entirely.
2) Recipient policies
Each receiving mail provider applies its own spam and security policies. These systems use complex algorithms to detect spam or potentially harmful messages and may block or redirect emails automatically.
In some cases, the content of your emails, such as wording, formatting, links, or attachments, may trigger these filters and cause messages to be sent to spam or blocked before reaching the recipient’s inbox.
What can we do to help our PracSuite emails?
The first step is to make your emails appear as legitimate and trustworthy as possible. You can help by following these best practices:
Use a clear, relevant subject line that reflects the content of the email.
Avoid common marketing language, exaggerated claims, or click-bait style wording.
Address the recipient by name whenever possible (for example, "Hi Tom") and avoid generic placeholders like "Dear Customer".
Sign off professionally and clearly identify your business (for example, "Kind regards, Smartsoft Health").
Keep emails simple by minimising the use of links, images, and attachments.
If appropriate, ask recipients to add your sending address to their contacts, which can help mail providers trust future emails.
Avoid sending to outdated or unverified email addresses. Repeated bounces from invalid addresses can quickly damage your sender reputation.
Monitor bounce and rejection messages. These messages often explain why an email failed, and whether the issue is temporary, content-related, or a hard block.
Use integrations for critical communications. For important or time-sensitive emails, Outlook or Gmail integration is usually the most reliable option, as messages are sent directly from your own domain.
Even when these guidelines are followed, it’s normal for some emails to fail or be rejected. When sending a high volume of emails across many providers, a 100% delivery rate is unlikely.
What can I do if a mail provider has blocked our email address?
If your emails are being rejected and it appears the receiving mail provider is responsible, there are a few steps you can take:
If the recipient is known to you, such as a third-party payer or partner, contact them and ask if they can whitelist your PracSuite sending address.
Review the email best practices above and adjust your content to make messages appear more legitimate and trustworthy to spam filters.
Consider using Outlook integration or Gmail integration to send emails directly from your own email domain, which can significantly improve delivery rates.
These options usually resolve most delivery issues, especially when sending to strict or highly filtered mail providers.
Please note this guide applies only to emails sent using the "via PracSuite" method, which is configured under Settings > Businesses. If you are already sending emails using Outlook or Gmail integration, any delivery issues will need to be investigated through those platforms directly.