You've created a work item and sent a client request to your client. But when your client doesn't respond, you decide to give them a call and they let you know that they have not received the client request emails.
Before reaching out to support, make sure that your client request emails are not going to your client's spam folder. Whether or not an email goes to their spam folder is based on their email provider settings and does not have to do with the way you are sending out the client request from Karbon.
Below are the instructions to provide your client to get those client requests out of their spam folder and whitelist them so they go to their inbox next time you send a request:
Gmail
Open Gmail in a browser window
In the left menu where your folders show, click 'More'
Click on the 'Spam' folder
Open the Client Request email
At the top, click 'Not spam'
To whitelist the sender click on the gear icon and then 'See all Settings'
Select 'Filters and blocked addresses'
Scroll past all your existing filters and click 'Create a new filter'
Add the sender email address in the 'From' field and click 'Create filter'
Then tick the 'Never send to spam' box and click 'Create filter'
Office 365
Open Office 365 in a browser window
Open your Junk Email folder and select the Client Request email you want to keep
Select the 'It's not junk' link at the top
Go to Mail Flow, Rules, and Bypass spam filtering
Enter the senders domain
Click 'The senders domain is' in 'Apply this rule if' field
Add 'Set the spam confidence level (SCL) to Bypass spam filtering' in the 'Do the following' field
Click save
Exchange
Open Exchange in a browser window
Click on your 'Display name' and then find the 'Junk Email' folder
Find the email and click on the Client Request email and then mark it as 'Not Spam'
Open your Exchange Online admin center
Go to Mail Flow, Rules, and Bypass spam filtering
Enter the senders domain
Click 'The senders domain is' in 'Apply this rule if' field
Add 'Set the spam confidence level (SCL) to Bypass spam filtering' in the 'Do the following' field
Click save
If your client is not able to find your email in their spam folder, please reach out to our support team who will then assist you.