How to Troubleshoot and Resolve Email Delivery Issues in Spectora
Email communication is a critical part of managing inspections in Spectora. This guide provides a comprehensive overview of common email delivery issues and their resolutions, ensuring smooth communication with your clients.
Common Email Delivery Issues and Solutions
1. Emails Not Received by Clients
If your client reports not receiving an email:
Check for Bounced Emails: Verify if the email bounced due to an invalid or misspelled address. For example, a bounce message like "not found/doesn’t exist" indicates an incorrect email address. Confirm the correct spelling with the client, update the email in the client/contact record, and resend the email.
Spam/Junk Folder: Ask the client to check their spam or junk folder, as the email may have been filtered.
Server Blocks: If the recipient’s server is blocking your messages, request the client to add your sending address to their approved/allow list. Retry sending the email after the address is whitelisted.
2. Resending Emails and Notifications
If an email needs to be resent:
Manual Resend: After correcting an email address, you must manually resend the email.
Alternative Methods: If the usual "Resend Confirmation Email" option isn’t available, use the following methods: - Create Email: Open the inspection, click "Create Email," and send a one-off client portal link. - Share Details: Use the Share Details option at the bottom of the inspection to resend the portal/agreement link.
3. Correcting and Updating Email Addresses
Incorrect email addresses will prevent clients from receiving emails or accessing agreements. To resolve this:
Verify and Correct Email Addresses: Check for typos (e.g., "gmial" instead of "gmail") and update the client record. Resend the email after making corrections.
Unique Email Addresses: Ensure that the client’s email address is unique and not shared with your business account or other profiles.
4. Configuring Email Templates
If clients cannot find a link to sign agreements in the confirmation email:
Edit Email Templates: Ensure the Client Portal link placeholder (e.g., or ) is included in the email template. Update the template in Automations and resend the confirmation email.
5. Client-Specific Scenarios
Agreement Emails Not Sent Automatically
Disabled Notifications: If notifications were disabled during scheduling or confirmation, emails won’t be sent automatically. Enable notifications before confirming inspections to ensure emails are sent.
Accessing Agreements and Portals
Client Portal Access: The confirmation email contains a "Sign & Pay" button that directs clients to their portal. If the client didn’t open the email, resend it by clicking the three dots next to their name in the People box and selecting "Resend Confirmation Email."
Adding Clients to Inspections: Ensure the client is added to the inspection with their correct name and email. Resend the agreement after updating the client record.
Confirming Email Activity
Email Activity Log: To confirm whether an agreement or email was sent, open the inspection’s details page and check the email activity log at the bottom.
Best Practices for Email Communication in Spectora
Always verify email addresses for accuracy before sending.
Enable notifications during scheduling or confirmation to ensure automated emails are sent.
Regularly review and update email templates to include necessary placeholders.
Use the email activity log to monitor email delivery and troubleshoot issues promptly.
By following these steps and best practices, you can effectively troubleshoot and resolve email delivery issues in Spectora, ensuring seamless communication with your clients.