Why are my emails from e2a going into Junk/Spam?

Sending Emails from Salesforce

When sending emails from within Salesforce, if we have not set up the configuration right, we can meet certain unwanted scenarios i.e. our emails falling into junk/spam folders when received in an external mailbox i.e. Gmail or Outlook. Due to this, emails might go unnoticed or responses to customers could be delayed.

Setting up Salesforce to Send Emails

For sending emails from Salesforce (outbound), we need to set up our Salesforce org in a way that it is authorised to send emails. There are couple of solutions - scenarios provided by Salesforce, which can be configured according to one's use-case/situation. Please make sure to have configured the right solution in your Salesforce Org, according to your situation. 

• Here is a Salesforce Help page link, explaining what is the best solution to go with according to your situation: https://help.salesforce.com/articleView?id=emailadmin_send_email_from_salesforce_options.htm&type=5#language-combobox 

Here are the different settings according to different scenarios explained with help page links:

Scenario 1: Setting up SPF Record for your Email Domain

Sender Policy Framework (SPF) is an email validation system which provides a process to verify which service providers can send emails on your behalf. Below are the help site links which explain all about setting a SPF record to authorise Salesforce.com to send emails.

• https://help.salesforce.com/articleView?id=000315520&type=1&mode=1
• https://help.salesforce.com/articleView?id=emailadmin_send_through_salesforce_setup.htm&type=5#language-combobox
• https://help.salesforce.com/articleView?id=emailadmin_spf_include_salesforce.htm&type=5

When to Use?

If your company owns an email address domain i.e. @ortooapps.com, Add Salesforce’s SPF record to domain DNS to indicate that Salesforce is an approved sender.

Scenario 2: Setup Email Relays

Set up an email relay for Salesforce-generated email by configuring Salesforce to automatically route email through your company’s Simple Mail Transfer Protocol (SMTP) server. If your company sends email from more than one email domains (i.e.@companyname.com), you can configure an email relay for each domain. Below is the help site link which explain all about setting up Email Relays.

• https://help.salesforce.com/articleView?id=email_relay.htm&type=5

When to Use?

When you want your users to see the emails they’ve sent from Salesforce in their company email Sent Items folder. Also, routing all email through your own email servers prevents the appearance of email spoofing by Salesforce (email spoofing is the forging of email headers to make messages appear as if they came from someone other than the original sender).

Scenario 3: Enable Sender ID Compliance

In the Salesforce Deliverability setting, enabling 'Enable Sender ID Complaince' will authorise Salesforce to send emails on your behalf. Below is the help site link which explains all about enabling this setting.

• https://help.salesforce.com/articleView?id=emailadmin_enable_email_security_compliance.htm&type=5

When to Use?

1. If your company doesn’t own its email address domain, and the domain name ends in @gmail.com, @aol.com or @yahoo.com, register for a domain that your company controls. 
2. Its recommended to enable Sender ID compliance only if you have recipients using the Sender ID email authentication protocol, which isn’t widely used.

Note

Please note, enabling this setting will populate the Sender field with 'no-reply@salesforce.com' and the recipient's email client may append the phrase “Sent on behalf of” to the “From:” field of emails received from Salesforce.

Please contact us at support@ortooapps.com for any questions.