Addressing Emails Not Being Received (or Emails Sent to Spam)

WCONLINE will always send emails if set to do so. In other words, if you set the system to send appointment confirmation emails, or if you send a mass email, or if you set the system to send nightly reminders, then those emails will always—without exception—be sent.

If emails are not being received, they’re most likely being blocked or are going to spam filters. The first step in addressing this is to check the content of your messages. In our experience, emails that are sent with very little text-based content and include large images (such as if a flyer is embedded in the email and used as the primary content of the email) are routinely blocked or marked as spam. Additionally, emails which “sound” like sales emails can also trigger a block. This would include short messages that read something like, “Check out our newly remodeled center! Try our coffee, and stay for awhile. Appointments can be made online today!” Try revising your messages to include as much text-based content as is needed to convey your message.

If messages continue to be blocked or sent to spam folders, ask your clients to check their spam or junk folders, and reach out to your institutional IT department to ask them to allow emails from the WCONLINE sender domain. Letting that sender domain through your institutional spam filtering should resolve delivery issues, as WCONLINE only sends emails that have been requested by your site’s configuration.