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Email messages FAQ

Welcome to the FAQ page. Here we will try to answer your most common questions about this feature.  If you cannot find your question from the list provided, please leave a comment at the bottom of the page in the ‘Comment’ section with your relevant question and we will update the list if applicable.

Wisenet user not receiving email messages

Check:

  • Is Email address incorrect?
  • Did the user unsubscribe from Wisenet updates?
  • Is Email in the spam folder?
  • If you have an in-house mail server or manage your own email domain for staff, check that the server is not rejecting the emails?
  • Was the email sending process properly followed? Did the email get triggered to be sent?
Email not being sent to individual learners

Check:

  • Is Email address incorrect?
  • Is Email in their spam folder?
  • Was the email sending process properly followed? Did the email get triggered to be sent?
  • Check if the body of the email is left empty. Emails don’t deliver successfully without an email body text (description)
  • The file name for any attachment file(s) does not contain special characters. Special characters in file naming convention can prevent your attachment being sent with the intended email message.

Recommended Report:

To track failed emails, generate Report #0934. This report will filter any emails without a ‘Sent’ and ‘Opened’ status.

Emails are not being sent to ANY learner
  • Check if the reply to notification email Address contains text other than an email address (e.g. a phone number)
  • Check if the body of the email is left empty. Emails don’t deliver successfully without an email body text (description)
  • If you have an in-house mail server or manage your own email domain for learners, check that the server is not rejecting the emails.
Emails are being delivered to the wrong email for gmail addresses that have dots in them

Dots don’t matter in Gmail addresses. Gmail will treat ab@gmail.com the same as a.b@gmail.com.

See https://support.google.com/mail/answer/7436150?hl=en#:~:text=Help%20CenterCommunity-,Dots%20don’t%20matter%20in%20Gmail%20addresses,john.smith%40gmail.com

https://support.google.com/mail/thread/9315629?hl=en

We advise to call the learners directly and let them know the issue. It’s more of a security issue with their Gmail account that potentially their other emails are also getting forwarded to the other address without the dot. They could either contact Gmail support to advise next steps, or create a new Gmail account with an email address that’s more unique.

How to make sure your Email doesn’t look like Spam

Here are a few basic tips for your Emails and Email Templates that will make them more likely to pass successfully through spam filters.

  1. Be sparing with images
  2. Provide an ‘opt-out’ option
  3. Avoid promotional style text
  4. Include real world contact information
  5. Use a spam checker on the email message
  6. If sending HTML, make sure it’s cleanly coded and include a plain text version
  7. Do not attach file types like .exe, .zip, .swf

Learn More? Learn about some tips on how to keep email out of the Spam folder

From addresses of Wisenet emails

During the history of Wisenet we have had changes to our company branding and applications which has lead to a number of different from email addresses. We are working on a project to simplify this into just wisenet.co. In the meantime here is a summary of emails.

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