Emails Bouncing or Being Sent to Spam

Deliverability Report

Users can see the following for emails they've sent out through Breeze:

  • Email addresses that their message was successfully delivered to
  • Email addresses that opened their message (and an overall open rate percentage)
  • Email addresses that clicked a link in their message (and an overall click rate percentage)
  • Email addresses that failed to receive the email
This information can be helpful in making sure the email addresses you have within Breeze are accurate and getting a sense on how engaged your readers are as well as being able to improve your email content for greater engagement. To access this information:
  1. Navigate to "User Setting" > "History" > "Emails."
  2. Select a previous email to view its details.
  3. Click either "Delivered" or "Failed" on the left to view additional information.

Deliverability Issues-Reasons

If you're having trouble with an email going through, view your deliverability report to look into the status of a specific email. While status messages can vary based on email provider, you should find a status below similar to that listed in the report.

Delivered
Your message was successfully delivered to the recipient.

Previously Reported as Spam
This recipient previously reported a message from Breeze as spam. We honor that request by no longer attempting to send them emails. To remove this restriction and to email them again:

  1. Navigate to "User Settings" > "History" > "Email"
  2. Find the email that did not send and select "Failed" from the lefthand side. 
  3. Find the email marked as "Previously Reported as Spam"
  4. Select "unblock."

Invalid Email Address
The recipient's email account does not exist. Check the spelling of the address and try again. Breeze will not attempt to send to this address in the future.1

Bounced Address
This message can mean one of two things:

This most often means the recipient's email account does not exist. We recommend double checking that the address is correct. Breeze will not attempt to send to this address in the future.

This error can also mean that the recipient's email provider rejected the email as being potential spam. To resolve this, see "Improving Deliverability" (below).

If you have updated the email address on file there is no additional action required. If you have not edited the email address on file and have verified that it is indeed correct, and you would like to remove this restriction and email them again, please email us with the email address that is not receiving the messages.

Emails With No Text/Only Graphics
If an email only has images without any text included, it will automatically send as failed.  Be sure to include at least some text in an email in addition to a graphic before sending it out for improved deliverability. 

Pending
There are few reasons why an email would say pending:
  1. There's no email under the Profile.
  2. There's an attachment that's too large in it that's causing it to "break".
  3. It's a Contribution Statement that is legitimately stuck and we'll need to send that out for them.
  4. The email address under the profile is incorrect. (Space in the email address, wrong domain, etc.

Improving Deliverability

Users can take steps to improve email deliverability, depending on what provider they are using:

I'm sending from a publicly-available account (e.g. Gmail, Yahoo, AOL, Comcast, Charter, etc).

When Breeze sends email messages as if those messages were coming from a Gmail, Comcast, or another publicly-available email account, the messages are more likely to not consider the email legitimate. This is because the recipient's mail server can see that even though the message says it's coming from john.doe@gmail.com, the message didn't actually come from Gmail's servers (because it really came from ours). This is true for any third party emailing on behalf of an address like this.

If you find deliverability begins to suffer because of this, there are two options available:
  1. Move your email account to a private domain name (e.g. change from john.doe@gmail.com to john.doe@firstbaptistchurch.com). By having a private domain name, you can tell the domain name that Breeze is allowed to send on its behalf.
  2. Alternatively, you can tell our support team that you would like to enable "Alternate Sending" on your account.1 This will force messages to be sent from a Breeze-owned domain name. Replies will still go to your correct email address. This option can easily be turned on, and off by our support team. If you decide that you do no longer wish to use alternative sending. It’s already enabled for personal use Gmail but not necessarily G Suite. 

I'm sending from a private account (e.g. john.doe@firstbaptistchurch.com, jane.doe@firstlutheran.com, etc.)

If you are sending your messages from a private domain name (e.g. john.doe@firstbaptistchurch.com), you'll need to adjust the domain's settings to essentially tell it that Breeze is allowed to email on its behalf. To do this, contact your technical administrator and ask them to add the following SPF record to the domain name:
 
v=spf1 include:sendgrid.net ~all
 
Note that if you already have an SPF record, you'll want to add this address to the existing record.  Do not create a separate record. Adding a record to an existing record might look something like this (the below example assumes the Google record already existed):
 
v=spf1 include:_spf.google.com include:sendgrid.net ~all
 

That will inform recipients that our mail server is allowed to email on behalf of your domain name (e.g. firstbaptistchurch.com). Please note that if Advanced Authentication (DMARC/DKIM) is enabled in your email settings, those settings will override the SPF record.

"Alternate Sending" causes mail that you send from Breeze to actually come from a Breeze address. For instance, if your email account is john.doe@gmail.com, with alternate sending enabled, the address your message actually comes from might be john.doe_rt+gmail@breezechms.com. We set the reply-to address to be your actual address (john.doe@gmail.com) so when recipients reply, those replies go to your inbox as expected. Alternate Sending will help improve deliverability for emails that are bouncing, yet this is not proven to help emails that are being sent to spam. That can only be corrected from within the recipient's email provider. If Advanced Authentication is enabled on your personal domain, please contact Breeze support so that we can add you to the alternate sending list. If you have any additional questions on Advanced Authentication, please contact Breeze support.
Click Here for More Detailed Information on SPF Records

An SPF record kind of acts like a way to advertise your domain's mail servers. In some ways, it acts like a DNS record that can notify the recipient's mail host which mail servers are authorized to send mail from your domain name, which makes it a bit more difficult for someone to "spoof" your email address and send mail impersonating with you.

So Breeze's SPF inclusion needs to look something like:

v=spf1 ip4:167.89.70.164 include:spf.protection.outlook.com -all

The record is composed of three parts:

  1. v=spf1 identifies the TXT record as an SPF record.
  2. ip4:167.89.70.164 specifies an approved list of outgoing servers.
    • This is the ip4 address for Breeze.
  3. -all specifies how hosts should regard servers that are not on the list. There are a few modifiers you can use here:
    • -all "Hard Fail" means reject all mail that isn't on the allowed list.
    • ~all "Soft fail" means accept mail not on the allowed list, but treat it with more scrutiny.
    • ?all "Neutral" means accept all mail; there isn't a policy for servers not on the list. This is the default setting.

So our code is designed to allow Breeze (and Office) to send email from your domain while all other outgoing mail servers are unauthorized.

With this said, every host server has their own set of rules for mail servers and some rules for some servers can make it more difficult to send and/or deliver mail. So with this in mind, unless you've experienced an issue where someone has tried to spoof your email for malicious purposes, it's a safety net but it also adds a level of complexity when someone (like Breeze) wants to send messages on your behalf.

This level of complexity may mean that Breeze would need to create a work around to work with your email host if we cannot get this code to work because your email server would essentially be saying to Breeze "STOP! You're not authorized!" and blocking all communications from us through your email address.

Filtering in Gmail
If you notice Gmail continues to put Breeze emails in spam, consider setting up a Gmail Filter. Use *@breezechms.com as the filter email and mark "Never Send it to Spam".
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