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 email from WCONLINE. WCONLINE sends all of its email from the mywconline.com domain—messages come from noreply@mywconline.com—and that mail is fully authenticated with SPF, DKIM, and DMARC. The most reliable fix is to have your IT department allow the mywconline.com sender domain through your institutional spam filtering. Because WCONLINE only sends email that your site’s configuration has requested, allowing that domain should resolve delivery issues.

If your institution filters by sending IP address rather than by domain, keep in mind that WCONLINE delivers its email through Amazon SES, which uses a large, shared pool of IP addresses that changes over time. There is no fixed list of addresses to allow, and the current ranges (published in the amazonses.com SPF record) cover every Amazon SES customer rather than WCONLINE specifically. For that reason, we strongly recommend allowing the mywconline.com sender domain and trusting SPF, DKIM, and DMARC instead.