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.

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