Checking undelivered emails in Sendgrid

The Sendgrid subaccount associated with your Content Catalyst service is used for delivering transactional emails from the site.  After the initial configuration to ensure a high reputation and level of email deliverability, the main interaction you will have with Sendgrid will be to see why one of your customers didn't receive an email.

On your Content Catalyst Platform

The first thing to check when a user doesn't receive an email is the email address associated with the account to make sure it is correct.

Next check the emails sent report available in Analysis > General > emails sent.  This is a list of emails that have been handed off to Sendgrid so you can check that the email has been generated.

On Sendgrid

Activity Feed

1. Select Activity from the left-hand navigation bar
2. Optionally filter dates to a specific range or filter emails to a specific address
3. Note the status of the email

1. Select an email for details
2. The detail view tells you why the email wasn't delivered

Typical reasons for the email not being delivered include:

• Drops SendGrid will drop an email when the contact on that email is in one of your suppression groups, the recipient email previously bounced, or that recipient has marked your email as spam.
• Bounces The receiving server could not or would not accept the message. The user might not exist at that domain or the mailbox could be full.
• Blocks When your IP address has been blocked by an ISP or messaging organization. Blocks are less severe than bounces and do not result in permanent suppressions: subsequent sends to blocked email addresses are not automatically suppressed.
• Invalid The email address is not a valid domain.
• Spam Reports Whenever a recipient marks your email as spam and their mail server tells Sendgrid about it.

Suppressions

Suppressions are where you can manage email addresses which are no longer being sent due to previous failures.  The screenshot above shows bounces, but it is similar to the other sections.

1. Select suppressions from the navigation bar and choose the reason emails are no longer sent to this address.
2. Detail about the suppressed email address, the time that address was added to the list and a summary of the reason why is listed.
3. By selecting one or more items from the list you can remove them from the suppression list.

I you have completed configuring your email to ensure a high reputation, the most effective way of ensuring successful email delivery is to engage with your customers to ensure that your sending domains are "whitelisted" and that their local security policies do not filter or reject your emails.