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What to do when my sent mailings bounce in SuperOffice Online or I get many bounce messages in SuperOffice Service?

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Question

After sending a Mailing from SuperOffice CRM Online I noticed that many recipients of my mailing have the status "Bounced".  At the same time, I noticed issue in SuperOffice Service. Most of the e-mails that we send generate a bounce message and our replies do not reach our customers. 

Why does it happen and how do I fix it? 

Answer

Each CRM Online customer with access to Marketing and Service modules receives the Mailing sending service provided by MailGun and is given an e-mail account for SuperOffice Service in the form of "customer@domain.suocrm.XX" (.eu or .com).  

However, often customers use their own e-mail addresses to send e-mails (mailings or replies to the requests in Service). If this is the case, the recipient’s mail server can identify these messages as spam, because the sender's e-mail address domain is different from the actual e-mail address domain (provided by SuperOffice) that dispatches the e-mail. 

For example, if in SuperOffice Mailing in the From field you use your e-mail address or in SuperOffice Service in setup you use your e-mail as Default “from address”, then the recipient's mail server sees that the mailing or e-mail message is sent from “e-mail@customer.suocrm.com” domain, but “from” address is different, i.e. it contains a different domain name. This can cause your message being identified as spam and therefore the e-mails bounce. 

To make sure that the situation above does not affect your messages we suggest creating a record, which permits SuperOffice Online MailGun service sending messages on your behalf of your domain. This is done using SPF records. 

You need to create a record in the DNS for your domain “@[yourdomain].com” which states that SuperOffice SMTP server is a trusted sender for “@[yourdomain].com”.  

The TXT record to add is "v=spf1 include:_spf.online.superoffice.com ~all". 

Note! This should be done by your IT responsible, your mail server administrator or somebody who administrates the DNS for your domain. 
 

More information:

Technical Documentation: How to set up SPF for Google account?

How to create SPF record for your DNS domain

Google recommendations for their service, check About SPF records

Office 365 recommendations for their services, check Gather the information you need to create Office 365 DNS records and Set up SPF in Office 365 to help prevent spoofing

 FAQ: How do I avoid being blacklisted after sending out our newsletters from SuperOffice CRM?

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Details

Language: EN
Version: 8.0 CRM Online→
Product: CRM Online
Product area: Email

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Tags

  1. Application
  2. Technical