6.5 Troubleshooting Common Email Issues

Despite best efforts, you might occasionally encounter email issues. Here’s how to troubleshoot common problems:

  • Emails Failing / Not Sending:
    • Check Workflow Logs / Bulk Action History: Look for specific error messages associated with the failed send attempt (often indicated by a ⚠️ warning icon). Error messages provide clues (e.g., "Recipient address rejected: Domain not found", "Sending suspended", "Insufficient credits").
    • Check Contact DND Status: Is DND enabled for the Email channel on the recipient's contact record? (See 3.18).
    • Check Email Validity: Is the email address formatted correctly? Has it hard bounced previously? (Check DND or contact history). Consider using validation tools.
    • Check Wallet Balance (LC Email): Do you have sufficient funds in your account Wallet (Settings > Company Billing) to cover LC Email sending costs?
    • Verify Dedicated Sending Domain Status: Go to Settings → Email Services → Dedicated Domain & IP. Are all 5 DNS records still showing as "Verified"? Sometimes records can become unverified if DNS settings change. Re-verify if needed.
    • Check External ESP Status (If applicable): If using Mailgun/SendGrid, check their platform status pages for outages. Verify API keys and webhook configurations.
  • Emails Going to Spam Folder:
    • Review ALL Deliverability Best Practices (Section 6.4): This is almost always the root cause. Go through the checklist meticulously:
      • Is your domain fully authenticated with verified SPF, DKIM, and a basic DMARC record? This is non-negotiable.
      • Are you sending from an address on your authenticated domain?
      • Is your list clean (validated, permission-based, engaged)? Are you removing bounces and unengaged contacts?
      • Is your content triggering spam filters (spammy words, image-heavy, bad links)?
      • Are you warming up new domains properly? Are you sending consistently?
      • Is your complaint rate high? (Check Google Postmaster Tools).
      • Is your unsubscribe link clear and working?
    • Use Testing Tools: Send a test email to Mail-Tester.com to get a detailed score and analysis of potential issues (authentication, content, blacklists).
    • Check Blacklists: Use tools like MXToolbox Blacklist Check to see if your sending domain or IP address is listed on common blacklists (requires knowing your sending IP if dedicated).
    • Ask Recipients: Politely ask recipients who find your emails in spam to mark them as "Not Spam." This helps train filters over time.
  • Replies Not Appearing in Close Master Conversations:
    • Using LC Email: This should generally work automatically. If not, check if a Reply Address was accidentally entered in Settings → Email Services → Reply & Forward Settings (it should usually be blank).
    • Using External ESP (Mailgun/SendGrid): Verify that the necessary MX records for receiving replies are correctly configured for your sending domain/subdomain, and that receiving routes or webhooks within the ESP account are set up correctly to forward replies back to Close Master. This often requires admin assistance from The Close Agency.
    • Using Generic SMTP: Ensure Enable Reply Tracking is turned ON in Settings → Email Services → Reply & Forward Settings. Reply tracking via SMTP can be less reliable than integrated options.
    • Using 2-Way Sync: Ensure the Gmail/Outlook connection is active in the user's My Profile. Check sync settings. Remember it only syncs emails matching existing contacts.
  • Links Not Working / Clicks Not Tracking:
    • Verify Tracking CNAME Record: Close Master often uses a specific CNAME record (different from the main sending domain CNAMEs) for tracking email link clicks. Ensure this record exists in your DNS settings, points to the correct Close Master target value, and is DNS Only (grey cloud in Cloudflare), not proxied (orange cloud). This is a very common cause of tracking failure. Find the required record details in Settings → Email Services or platform documentation.
    • Check Click Tracking Settings: Ensure click tracking is generally enabled within Close Master's email settings or your external ESP settings.
    • Verify Destination URL: Double-check that the actual destination URL you entered for the link is correct and the target page is live. Test the link directly in your browser.
  • Email Stats (Opens/Clicks) Seem Inaccurate:
    • Open Tracking Limitations: Email open tracking works by embedding a tiny, invisible pixel image in the email. It's inherently limited because many email clients (like Apple Mail) or users now block automatic image loading or use privacy features that pre-fetch images, leading to inflated or inaccurate open rates. Opens are best used as a general engagement trend indicator, not a precise metric.
    • Click Tracking Reliability: Click tracking is generally more reliable as it relies on redirecting the user through a tracking link. If clicks aren't tracking, the most likely cause is the Tracking CNAME record issue mentioned above.
    • ESP Requirement: Accurate open and click tracking usually requires using LC Email or an integrated ESP (Mailgun/SendGrid) with correctly configured webhooks to report these events back to Close Master. Tracking via Generic SMTP is often minimal or non-existent.

Troubleshooting deliverability often involves checking multiple technical settings (DNS, authentication) and ensuring adherence to best practices regarding list quality and content. Don't hesitate to consult Close Master help documentation or The Close Agency support if you encounter persistent issues.