Emails not reaching inbox

[SarahHerbage]

Hi there.

We have just started using the marketing tool in hubspot and have noticed the open rate of emails is extreamely low. 

We have never sent marketing email for the company before and the emails we are sending are to the customers.

We have asked a few customers and they say they never recieved it.

the particular email included a link to sign up to a webinar (usually sent via outlook and 80% uptake rate)

this email had 15% open rate and 5% uptake.

The only difference is we have sent email from hubspot- I can confirm all our setting DKMI records etc are ok.

I did have a tracking link in the email so we could trace the open and click through rate

My question is- Having the tracking link- does this get caught up in company firewalls and blocked from being delivered?

Thanks in advance

[franksteiner79]

Hi @SarahHerbage 

Just to clarify, have you checked and can you confirm that these emails are being shown as delivered in HubSpot? You can see a breakdown in the recipients tab of each email.

If they are, then that means the customers' server accepted the email but it most likely has been quarantined. If they are not showing as delivered, they will either show as bounced or not sent and HubSpot provides some more details as to why.

Cheers

Frank

[SarahHerbage]

Hi Frank.

Yes i can confirm all emails were delivered however they are not in customers inbox.

Hubspot support tells me firewall wont black them- i believe this to be incorrect and think the trackable link is what is making it be quarantined

[inboxhannah]

If the email isn't found in the junk or spam folder, the contact may have an email security software or firewall that quarantined the email before it reached their inbox.

Ask the contact to work with their IT team to check their email server. Provide your contact the subject line of the email, the From address and the date and timestamp of when the email was delivered. This information will help their IT administrator locate the email and investigate why it was quarantined.

To prevent this from happening in the future, you can ask the contact to add your sending IP addresses to their allowlist with their IT team. You can find instructions on how to locate your IP addresses here.

Other things you could try:

Only email contacts who for whom you have a legal basis to communicate

Validate emails before sending to avoid hard bounces at all costs (e.g. Neverbounce, Zerobounce)

Remove unengaged contacts from list regularly for higher engagement rates

Avoid as many spam trigger words as possible

Test the spammyness of your email

[SarahHerbage]

Thanks for info. I can confirm the list that was emailed are all active customer.

Approx 300 people didnt recieve the email

Email addresses are all active and people we engage with on a regular basis.

Rather than contact 300 people is there another way to get emails pushed through?

[inboxhannah]

For operational (non-marketing) emails, HubSpot has a paid add on: https://knowledge.hubspot.com/marketing-email/how-to-use-transactional-email-in-hubspot

[SarahHerbage]

also can you ger just transactional email add on or full package upgrade

[SarahHerbage]

Does this change the deliverability though?

[inboxhannah · Accepted solution]

The dedicated IP, completely clean of all "blemishes" would be the best approach for commerce receipts, account updates, terms of service changes, and other essential business transactions via email. This ensures upmost deliverability. When sending transactional emails from HubSpot they're sent from a separate IP then marketing emails. This ensures that you're not polluting the transactional email IP with potential spam complaints and/or hard bounces associated with your day to day marketing email activity.