Emails landing in spam
You sent the gallery, the invoice or the contract, and your client found it in spam a week later. It's frustrating, and it's common with every system that emails on your behalf. You can't control a client's spam filter, but you can make it far more likely your emails land in the inbox.
First, check it really is spam
Open the Email history for the gallery, booking, invoice, proposal, contract or questionnaire you sent. It's in the ⋯ menu on each of them.
- Delivered means the email reached your client's mail provider. If they can't see it, it's in spam, promotions or another folder.
- Marked as spam means it arrived and someone reported it. That's sometimes an accident while clearing an inbox.
- Not delivered or Not sent isn't a spam folder problem. The address is wrong, or earlier emails to it failed. See My client didn't get my email.
What to ask your client to do
- Search every folder for your business name or the subject line, including spam, junk and promotions.
- Mark it as not spam, or move it to the main inbox. Mail providers learn from this, so future emails from you are more likely to land properly.
- Add you to their contacts. Your emails show your business name in the From line, so that's the name to look for.
If an email was Marked as spam, reach your client another way first. Text or WhatsApp them, explain what's coming, and ask them to look out for it. Every gallery, invoice, proposal, contract and questionnaire has a link you can copy and send directly.
Habits that keep you out of spam
- Fill in your business name and email. Under Settings → Business, add your business name and business email. Your emails then carry a name your client recognizes instead of something they might not connect with you.
- Write a real message, not just a link. Short emails that are mostly a link can look like spam to filters. A couple of friendly lines in the message box help a lot.
- Keep subjects plain. Avoid all capitals, lots of exclamation marks and words like "FREE" or "URGENT".
- Tell clients to expect it. "I'll send your gallery by email on Friday" makes them look for it, and a client who's expecting an email rarely reports it as spam.
- Check addresses when you add a contact. A typo doesn't land in spam, but repeated failures to one address can lead to it being held back as Not sent.
- Don't keep resending. If an email didn't reach someone, sending the same email five times won't help and can make things worse. Fix the cause, then send once.
When your own notifications go to spam
CoreHue also emails you: new bookings, collections submitted, payments and more. If those end up in your spam folder, mark one as not spam and add the sender to your contacts. To choose which ones you get, see Choosing which notifications you get.
Frequently asked questions
Does a custom domain stop my emails going to spam?
A custom domain changes the web address of your galleries and client pages. It doesn't change how emails are sent, so it isn't a fix for spam. See Connecting a custom domain.
Why do some clients get my emails fine and others don't?
Every mail provider and every inbox filters differently, and a client's own settings and history matter too. One client's spam folder doesn't mean your emails are broken for everyone.
Can I see whether my client opened an email?
No. Email history shows whether an email was delivered, not whether it was opened.
My client reported an email as spam by accident. Can they still get emails from me?
Ask them to find the email, mark it as not spam and add you to their contacts. Then send what they need once more, or send the link directly.