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Hello! Wanted to know if anyone else is having any issues with emails that are sent from the TI system not being received by customers?

Currently, it seems that about 10% of our gift invite emails (ecommerce - buy 1 as a gift) are not being received by the gifted recipient & are not going to spam either. The email activity report shows them as delivered (usually with some notes that I can’t actually decipher).

We tried to edit the email to remove some potentially questionable content that AI identified as possibly questionable:  ex- removed “accept gift” and changed to “access your course”. This didn’t seem to make a difference.

Just posting here to see if anyone is having similar issues or if you have any ideas for us.

Thanks!

 

Hi, Julie, we just had a similar issue that might be what you’re experiencing. 

 

We found this support article: Optimizing Email Deliverability – Thought Industries and then I submitted this ticket:

 

Our IT team has contacted us about quite a few failed emails coming from the @hazeldenbettyford.org and @hazelden.org domains through thought industries.

Can you also verify what they require for MX records?
Learn.hazeldenbettyford.org has a MX record pointing to hazelden.thoughtindustries.com
lms.hazeldenbettyford.org does not have a MX record

 

 

It was a bit over my head, but basically TI support provided a list of CNAMEs to provision to our DNS site and that worked. The other issue we had was with our sandbox environment not being able to have the same default “From” address. We ended up leaving that blank, so the TI address became the From address in Sandbox and that solved that issue. 

 

I’m not sure if any of this helps, but I thought I’d reply just in case.

​@KSchneider thank you for this - definitely over my head as well, but I will see if my IT contractor understands it more-

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