Our platform uses SendGrid as our bulk emailing service. All emails sent from our platform will run through SendGrid and be delivered by SendGrid servers.
You may encounter times when emails sent by our platform are being filtered or 'held' by your email server/provider, resulting in them not reaching their intended recipients. A simple way for IT administrators to address this issue is to add SendGrid's server IPs to their 'approved' email originator lists. Unfortunately, this is not possible because our platform uses a SendGrid option that involves dynamic IPs, meaning the SendGrid IP addresses change regularly. Also, SendGrid does not currently publish a list of these dynamic IPs, meaning it's not possible for IT administrators to add IP rules for allowing incoming mail.
Luckily we have found a better method to using IP filters, Sender Policy Framework (SPF). SPF is an email authentication standard developed by AOL that compares the email sender’s actual IP address to a list of IP addresses authorized to send mail from that domain. The IP list is published in the domain’s DNS record. If you are using a custom sender email address on your email connectors (or elsewhere on the platform), you should consider adding an SPF rule to your chosen sender email domain. SPF rules allow recipient email servers to verify platform emails have been authorized to be sent from your sender domain. This will prevent your emails from being blocked/bounced as suspected spam email.
Adding an SPF entry onto your sender web domain
To add an SPF record, you will need to log into the administration area of your sender web domain or DNS provider's website. You may need to search the knowledge base of your web domain registrar for the details on how to add an SPF record as they are often located in different places.
A quick Google search for 'add spf record <your registrar name>' should find you the help document for your specific registrar. Once you have found the area in the admin site that allows you to add DNS records to your custom domain, you will need to include a SendGrid reference. If you do not have an SPF record for your domain you must create a TXT record with the value:
v=spf1 include:sendgrid.net ~all
Already have an SPF record for your domain?
No problem. You simply need to add the SendGrid onto your existing record. For example, if your record looks like this:
v=spf1 a mx include:_spf.google.com include:spf.protection.outlook.com ~all
You just need to add include:sendgrid.net at the end of the string, before the ~all mechanism, like so:
v=spf1 a mx include:_spf.google.com include:spf.protection.outlook.com include:sendgrid.net ~all
Make sure that you save/apply your SPF record changes. Once this is done, the number of email bounces/blocks when sending emails from our platform should be negligible.
Recipient mail server filtering
In some cases having an SPF record on your sender email domain is not enough. Some email filters are aggressive and some organizations have very strict receive email rules. You may need to talk to the administrators of the recipient server in question and request that they whitelist SendGrid originating emails sent from your custom sender email address based on the email metadata. This means that the filters will have an exception in place to allow your platform emails through.
If none of the above tips help please feel free to contact our support team for further assistance. We can check our SendGrid administration area to provide more details of blocks/bounces on request.