Contents
1) Overview
Overview
There are several ways that PracSuite can send emails on behalf of your business, including sending "via PracSuite". When sending emails this way it means you are sending an email using our PracSuite domain and the unique address associated with your account:
It's important to understand that this service is managed with a 'suppression list', which means any emails you send that are rejected or bounce will result in that recipient being blocked (i.e. added to the suppression list).
This is an important feature that protects the PracSuite domain and helps prevent your emails from being marked as spam.
Why do emails get rejected or bounced?
The email address is invalid:
The email address is incorrect (i.e. there is a typo in the address).
The email address does not exist, or did not exist at the time.
The recipient has blocked receiving emails from your PracSuite address:
The person receiving your message has previously marked your email as spam.
The person receiving your message has message filtering or spam policies that are blocking your emails automatically.
Why does PracSuite need a suppression list?
When sending via PracSuite you are technically sending using our 'PracSuite' domain (i.e. the email is using client.XXXX@send-via.pracsuite.com as the sending address).
Each time an email is sent from the PracSuite domain and gets rejected or bounced, it lowers our Sender Reputation. It's important that we protect our sender reputation to ensure emails sent via PracSuite are less likely to be considered spam.
By adding emails to a suppression list when they are rejected or bounce, we prevent all users from sending to that same address in error and lowering our sender reputation.
How do I know when an address is on the suppression list?
After sending to a suppressed email address, you will receive a notification via email titled 'PracSuite Email Delivery Failure'.
This email will include:
The Subject of the email.
The email address you attempted to send to.
The reason the email failed.
How do I resolve this?
After confirming an email address has been added to the suppression list, you should:
Carefully check the spelling of the email address is correct.
If required, contact the recipient and confirm the email address is correct.
If you believe the email address is correct, try sending a test email to the address from outside of PracSuite (such as using your Outlook or Gmail account directly).
Once you are certain the email address is valid, open a support case on our website and request that we remove the email address from the suppression list.
Please note that customers can legitimately mark your emails as spam, and in these circumstances you should not attempt to email them further without their permission.
If you are still having difficulty, or the email address is re-added to the suppression list later:
Contact the recipient and ask them to 'whitelist' emails from PracSuite.
Consider using Outlook integration or Gmail integration to send your emails.
Please note this guide is only relevant to emails sent using the via PracSuite method, which is configured under Settings > Businesses. If you are already sending emails using Outlook integration or Gmail integration you will need to investigate any delivery issues through those platforms.