Despite the measures we take to keep our emails from being marked as SPAM, customers often have their own SPAM filters and email policies which may not rely on the industry-standard best practices we use, or they may have custom rules that regardless of our efforts, will mark us as a SPAM sender. If you want to learn more about these practices, please read this article: Email Delivery
For example, many internal corporate email filters will block a sender if they see an unusually large volume of emails in a short amount of time - which is quite often the case when &frankly sends out large volumes of welcome emails or new survey emails to a new customer who may not have seen any emails from us before.
In order to prevent issues with email deliverability or our emails to be marked as SPAM, there are a couple of actions that can be taken on the Customer side:
To avoid issues, we always suggest our customers to whitelist (always allow) emails coming from us to be delivered to their end-users. If the customer’s email system can rely on our already existing SPF/DKIM/DMARC settings to let emails through, this is the ideal means of trusting email from us - as it may not require any other settings and are the industry standards to use.
If the above settings cannot be used to guarantee email deliveries completely, the customer either needs to add our Sender IP-address, or the complete @andfrankly.com domain to be whitelisted in their email system.
All transactional emails sent by &frankly as part of the service comes from one single IP-address that can be whitelisted, guaranteeing that any emails coming from our service is delivered. The IP-address & DNS name of it is: 18.104.22.168 (o1.sendgrid.andfrankly.com). Whitelisting any emails coming from this IP-address means emails sent from our service will be delivered, but it may mean that emails sent e.g. from us via other services (e.g. HubSpot / Google) could still be marked as spam under some circumstances. Since this IP-address is used by &frankly only and is dedicated to us, there is no risk that whitelisting the IP-address will mean other emails from other domains/services could be accidentally whitelisted.
Another option is to allow all emails coming from the @andfrankly.com domain to be whitelisted. This has the benefit that it will allow all emails from &frankly e.g. also Marketing updates / People First newsletters, our personal emails - however it means that anyone who can “spoof” an email from andfrankly.com may also be let through. Since we have strict SPF/DKIM/DMARC settings, a modern email service should be filtering these emails out - however not all email systems have the full support for these settings, which means it may be wiser to whitelist the IP address instead if your email system does not support it.
Exactly how to perform the whitelisting needs to be assessed and made by the Customer (typically their IT department), as the desired method and actual steps for how to perform the whitelisting depends on the used email system.