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Email replies not being received

Hi,

When I send an email using Insightly and someone tries to respond to it, I never receive the emails, either in Insightly or via my normal email viewer. My return email address looks normal but I am not receiving them. What is causing this and what should I do to correct it?

 

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17 comments
  • Hi Kevin:

    So there may be a few factors in play here. Insightly uses a third party email provider, Mandrill, to deliver your messages. Mandrill uses an email tracker in their messages to be able to track who opens your email. This sometimes leaves "fingerprints" and causes an email server to block the message from getting to your contact or the response being returned to you.

    We do plan to make some changes to our mass email function in the next quarter to increase the chances of successful email delivery.

    It seems like your server may not like the 'via mandrillapp.com' or the email tracker. In these cases we recommend sending emails directly from your email box. If you click on an email address in Insightly we will open your default email program.

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  • OK that maybe explains it but how do I try to get it to work within Insightly? I'm not overly hopeful that your upcoming fix will help. And I'm not using bulk emails, just individual ones. Any thoughts or should I just give up on this capability? Can I disable the fingerprint tracking or try anything else?

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  • Hi there Kevin:

    There's not a way to turn off the tracking when sending the emails out through Insightly.

    If you're not receiving the responses from your Contacts in your email account, we recommend checking with your email service provider to see where they may be being blocked. 

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  • Just to be clear and to make sure we are on the same page, I can send the emails OK and they are delivered. The problem is that I never get responses back when someone replies to the email. The return email address in the email that I send looks legitimate and is my regular email address, and when someone replies the To email address looks like the correct email address. But when they send the email I never receive it and they don't get any notification that it wasn't sent properly. So I'm sending emails and people are responding but I'm not getting the emails back. So is that the same issue that you're speaking about with the tracking codes that are causing problems with the email server?

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  • Hi Kevin:

    Email responses sent from your contacts would be returned to your personal email box. Insightly does not make any changes to your inbox settings so we are unable to determine why these responses do not make their way to you.

    The only thing that might block an email response form getting to you is your email service provider. We've found that some providers we'll see leftover fingerprints from the original email and block the responses. Hope this helps to clarify.

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  • It sounds like certain email providers work OK for you then. Can you give me a few examples of email providers where the Insightly email system operates as I would expect it to?

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  • Hi Kevin:

    We don't have a list of email service providers since we have users who are successful with sending and receiving emails that use different providers. Also, there can be other factors such as firewalls and security settings that are set up on the user side that Insightly doesn't have access to.   

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  • I was just asking for some advice. I'll have try to call me sales guy I guess and see if he can help since this feature doesn't really work.

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  • I wish we could offer more info to you but it's really on a case by case basis with whats happening between the email service provider of the person replying to you and your email service provider because of the fingerprints that Mandrill attaches.

     

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  • Hi Lyla, I also work with Relyence with Kevin. I set up my email account and it worked perfectly including replies for a day. The next day when I tried to send an email from InSightly it requested I add an email account. When I go through the process to add an account it says it is a duplicated account and never sends the verification email to my SMTP inbox. Under settings>email accounts I can see my XXXXXX@XXXXXX.com email but the verified box is not checked. How can I get the email verified?

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  • Hey, I just when in and open my account info and re-saved it. The verify box is now checked and it seems to work.

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  • Glad to hear that you are all set with your email account set up. 

     

    Thank you for informing us!!

     

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  • Hi Hunter:

    I've removed your email address from your post for your privacy. We hope you like the new email feature update :)

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  • It seems when my bulk email recipients reply to my email it only shows up in my Outlook account and not in my received emails in Insightly. I am using Outlook 2016 on my desktop. Also, and a bit off-topic, I don't understand how to reply to those responses using the Insightly sidebar in Outlook so that the reply and what I received gets connected to my prospect's account in Insightly. Am I missing something? Thanks!

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  • Hi David,

    Insightly does not have an automatic forwarding feature and emails in Outlook must be sent to Insightly either using the Sidebar or by CCing your unique Insightly mailbox address. Here are several helpful articles on using the Sidebar for Outlook!

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  • I'm sorry if I wasn't clear but I know about the sidebar. However, when I reply to emails that are from responses to a bulk campaign in Insightly, two things happen:

    1. It seems I have to BCC/CC my Insightly mailbox for my reply to get attached to their record, rather than automatically sync.

    2. The response to my bulk email does not come into Insightly, but rather only shows up in Outlook.

     

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  • Hey David,

    That is correct. Since there is no auto forwarding feature, you will need to BCC/CC emails you send from outlook that you want to pull into Insightly. Responses as well do not automatically go into Insightly and will need to be sent over. 

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