Why are my emails not being sent?

1. PhoneBurner allows you to create settings within your dispositions where emails can be sent at the click of a button. If you believe your emails are not being sent from your dial sessions or dispositions please follow the steps below. Verify the emails are not going out by reviewing the Emails column in the Recent Dial Sessions summary (click Call History tab in the top center of PhoneBurner) 

2. Check your Automatic Email Delivery settings by going to Call History > Dial Session Settings > Automatic Email Delivery. If this is set to No it will override your disposition button settings. You will still be able to send an email via the Contact Manager but not through the dispositions or the contact "send email" option during a dial session.  Toggle this to Yes if you'd like your disposition emails to be sent during a dial session. 

3.  If you are using your own Custom Email Sending Server 
   , check your settings on this to make sure your username and password, as well as other settings, are correct. (Check with your email provider or IT dept. to find out what settings you need. )

   1. If you are not using your Custom email sending server, we recommend you do so as your provider may have it set so that the DMARC policy tells mail servers that receive mail from your domain that they should reject the mail if it doesn't come from your actual server. When this happens, if you are using the Phoneburer mail servers your mail may get rejected and not make it to a spam filter that the receiver can see-it will just be blocked. 

      The fix for this issue is: 
      1) Setup the custom email sending with Phoneburner so we send your email through your mail server 
      or
      2) Change your DMARC policy so mail is not rejected if it doesn't come from our server . ( You may need to contact your email provider to find out how to do this)
      or
      3) Change your domain's SPF record to include our sending IP which is 149.72.40.185

       

4. Emails being blocked by 72 hours ( 3 days) restriction:

Phoneburner has a 3 day ( 72 hour) restriction on emails by default. If you try to send a similar email to a contact/lead less than 3 days apart, the system will block it with the following message at the bottom of your dial session details. 

Notice: some emails for this dial-session were intentionally stopped
Dial Sessions intentionally stops repeat emails from being sent if the last message was sent less than 3 days prior or if the recipient has previously requested no more emails to be sent. When an email is stopped, the reason is provided in the Email column.