Troubleshooting Test Emails and General Deliverability

    Email deliverability is a complicated topic that is comprised of many different factors.  To improve email delivery rates a sender will want to be aware of everything from email contents to SPF and DKIM settings.  Here are the first steps that support will check for deliverability based issues that you should check before contacting support.  If all of these steps are checked and accounted for then please reach out to Sugar Market, formerly known as Salesfusion, Support and they will go to the advanced troubleshooting methods for deliverability.

    • SPF/DKIM
    • Email Content
    • Advanced Testing
    • Test Emails
    • Whitelisting

    SPF/DKIM

    First thing to check is that the SPF and DKIM settings are correctly set up.   Here is a link to the knowledge base article on this.

    How do I configure DKIM / SPF for my sending domains and/or subdomain?

    1. To obtain your SPF/DKIM records, go to the User menu in the upper right hand corner and click on ‘Account Configuration’. 
    2. In the ‘Master Administration View’, locate the ‘General Attributes’ and double click
    3. Click on the ‘Emails’ tab, then click ‘View SPF and DKIM Authentication Information’
    4. On this webpage there will be instructions on how to setup your DNS records for email authentication.

    Email Content

    Email content is very important to deliverability.  Modern spam filters can be restricting on some of the content that can pass through to a recipient’s inbox.  First of all the filters will read the title of the email.  If you have keywords that the spam filters are looking for it will pick them up immediately and flag it as spam.  Same goes for the subject line of the email.

     For the body of the email it needs to be clean as well.  If the email contains too many images or gifs or other non-text based formats it can be flagged as spam as well.  A good standard of practice is to use about 80% text and 20% images.   

    If an email surpasses that threshold it is significantly more likely to be flagged as spam and either redirected to the spam folder or blocked entirely depending on the recipient server settings.

    It is good to keep in mind that a few email providers like Gmail will have settings to remove images until the recipient manually removes that filter.  If there is important information on these images they can be missed.  Also, Outlook tends to have more restrictions and formatting issues with unsupported forts and styles.  It is always recommended to use the Advanced Email Testing in Sugar Market to see what a designed email is going to look like in a wide range of inboxes.

    This feature is powered by Litmus, a spam checker and tester.  The Litmus tester has 100 uses per month for Sugar Market users and is a powerful tool to ensure the quality of the email content and their deliverability rates.

    This is the link to the ‘Testing Archives’ Knowledge Base article from Litmus for more information on this program and how they decide how to analyze Email Deliverability.

    Test Emails

    Sugar Market’s Email Builder features a Test Email function that allows you to send a test to a chosen email address.  You can add multiple different emails to see if the email hits the recipients’ inboxes or their spam folders.  The best test for this is to send to as many different domains as possible.  The biggest inboxes are good to test like Gmail and Outlook if possible.  Sometimes with Outlook, since it always formats into a print format it might show up differently than what the tests say but there isn’t much Sugar Market can do to prevent that.   Here is our knowledge base article about the Outlook inbox.

    Here how to send test emails in Email Builder:

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    Whitelisting

    It is always important that the Sugar Market sending IPs are whitelisted but when sending emails to a wide range of recipients it isn’t always easy or not always recommended to have these recipients whitelist the IPs.  If most of the recipients are on the same domain and the senders have a working relationship with the recipient domain owners then it would be appropriate to ask them to whitelist the Sugar Market sending IPs.   Here is the link to the Sugar Market Knowledge Base containing the IPs for whitelisting and more information on what Whitelisting is.

    If you have checked these common problems and are still having issues please file a case with the Sugar Support team with all of the information that you have just checked off and support will do more advanced troubleshooting to help resolve these issues.

    in Deliverability

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