Sending emails to contacts from leads is the main form of communication with your future guests to get the lead to convert. When emailing stops functioning this can be a huge problem because now your future guests are not receiving the information you are trying to send.
But what causes this issue?!
One cause is that your email domain connection with TRACK has been broken. There are a series of names and key pairs that are configured on your email's Domain Name Server (DNS) that need to match exactly for the connection to be established. This allows you to send emails on behalf of you and your company's domain. When the connection has been established but then later broken we can no longer send emails on behalf of you and if the from email is still configured on the brand we'll try and send it but it will get to the servers and be denied to send.
If it's broken how do I fix it?
When this occurs you'll need to have an internal staff member with administrative access to the DNS to verify the email domain name and key pairs are correct with what matches in the TRACK system. You can find these records by performing the following steps:
- Navigate to the Configurations Settings
- Select Company Setup
- Click on Domain/Email Manager
- View the domain
Once the records have been adjusted on the DNS the connection should reestablish and you can send emails again. If you need to reach out to a third-party vendor to reconfigure this connection we recommend removing them from email so emails can send from the TRACK servers. This will allow emails to at least be sent from the system until the connection can be reestablished. Once this has been corrected you'll be able to add the from email to the Brand settings again and continue to send emails on behalf of you!
If you continue to experience this issue and you have gone through these troubleshooting steps feel free to reach out to TRACK Support for further assistance.