26.1 Email Troubleshooting (Deliverability, Spam, Tracking)

  • Emails Failing to Send?
    1. Check Contact's Email DND status (Contact Record > Left Panel - See 3.18).
    2. Verify the email address is valid and correctly formatted. Has it hard bounced before?
    3. Check Wallet Balance (Settings > Company Billing) if using LC Email (See 22.21).
    4. Verify Dedicated Sending Domain status (Settings > Email Services). Are all 5 DNS records still "Verified"? (See 6.4 / 22.6).
    5. Check Workflow Execution Logs or Bulk Action History for specific error messages (See 10.13 / 3.11).
  • Emails Going to Spam Folder? (CRITICAL Issue)
    1. Review Deliverability Checklist (Chapter 6.4): This is paramount.
    2. Is Domain Fully Authenticated? (SPF, DKIM, DMARC via Dedicated Sending Domain setup - See 22.6). THIS IS THE #1 FIX.
    3. Are you sending from your authenticated domain address?
    4. Is your list clean? (Explicit opt-in consent, validated addresses, removing bounces/unengaged contacts).
    5. Is your content potentially spammy (keywords, formatting, links)?
    6. Did you warm up your sending domain properly?
    7. Is your unsubscribe link clear and working?
    8. Use Mail-Tester.com to diagnose specific issues.
    9. Monitor reputation with Google Postmaster Tools.
  • Email Replies Not Appearing in Conversations?
    1. Using LC Email: Check if Reply Address in Email Services settings is accidentally filled (should be blank) (See 6.2).
    2. Using 2-Way Sync: Ensure sync connection is active in My Profile. Remember it only syncs with *existing* contacts (See 2.10).
    3. Using External ESP/SMTP: Verify receiving routes/webhooks (admin task) or Enable Reply Tracking (SMTP) (See 6.2).
  • Email Link Clicks Not Tracking?
    1. Verify the Tracking CNAME record exists in your DNS, points correctly, and is DNS Only (grey cloud), not proxied (See 6.5 / 9.11 notes).
    2. Ensure click tracking is enabled in platform settings.
    3. Double-check the destination URL of the link itself.