I have just had an interesting conversation with Adobe "Support" about emails being delivered to junk rather than inboxes.
I have just had a conversation with Adobe "Support" (I use support in the loosest sense of the word) regarding emails being delivered into the junk folder rather than the inbox when sending to Hotmail, Yahoo and Outlook domains.
This is the transcript.
Does anybody have any advice?
Hello Bob. I’ll be happy to assist you. What can I help you with today?
We have an open case: ID XXX-XXXXXXXXX-XXXX
Can I get an update please
Alright, As I see in the case : XXX-XXXXXXXXX-XXXX, previous agent is shared the Acrobat Pro DC installation link. May I know if you have installed the Acrobat Pro DC application on your computer?
Why was that link supplied?
As far as I can tell it has nothing to do with our case
Well, there is no notes provided in the case notes. Agent is tried to contact you over phone and they could not connect with you. If installation is not the issue please let me know what can I help you with today?
This is a update through your portal posted on the 3rd Dec
Unable to post... please see the portal update on 3rd dec
Can you see the update posted then?
Alright, please give me a moment while I got through the history of your conversation.
Well, echosign emails will not go to Junk emails all the time. However this is not controlled by us. It depends on the receiver system policy and trusted sites they have allowed.
All echosign emails go into junk for Hotmail, yahoo and Outlook domains
The sending reputation of echosign is at fault
it needs addressing by echosign
At present anything sent to Outlook, Hotmail or Yahoo domains results in it going through to junk
This is them flagging echosign as potentially junk due to echosigns sending reputation.
Yes, that depends on the allowed trusted sites of the system who receives the email. The emails don't go as a hotmail yahoo or outlook emails, they are sent as an adobe email. If the receiver system does not trust the adobe server/site/certificates it would go into junk email of the Inbox.
I did not say they go as Outlook, Hotmail or yahoo... I said when sdending from echosign to these domains
It has nothing to do with trusted sites
it is based on sending reputation
Echosign emails are sent to everyone from same trusted site. So if the receiver isn't verifying it it will go to junk inbox.
The receiver performs a lookup on the sending domain or ip address...
The lookup is based from sending reputation.
EchoSigns reputation is currently below what Hotmail, Yahoo and Outlook find acceptable.
This is why they flag it as potentially junk
The reputation needs addressing.
Ok, You can check with the email settings to have them hit the primary Inbox of email. As said earlier echosign emails can no be changed/modified from our end.
Correct... you can escalate to EchoSign though
However you can address this issue in below link of Feature Request Form :
Our Engineers will look into and work to have a workaround or fix to the issue.
This is not a feature request
Echosigns reputation is not correct
Also, it has nothing to do with the inbox settings on recepiant email boxs
Yes, but you can post the same in this form and our development engineers will check and update on the same.
Can you escalate please.
I have a support ticket open which you should be addressing... not me.
Also.. how often is your support portal looked at?
I have been posting requests for updates for around a week with no response.
Alright, Let me explain it to you, Adobe Echosign supports Government bodies and it is not at the fault to reach spams. Echosign is secured and verified to be used Globally. I would request you to check with the email settings of outlook, hotmail or yahoo emails. However not every customer who receives echosign mails to outlook or other domains have reported about mails reaching Junk inbox.
you are wrong
send an email from echosign to a Hotmail or yahoo address
A work around by checking it at email settings could help you fix this issue. If this explanation not convincing I would request you to post the same in the feature request form so that our development would respond to it directly and address this issue.
it will ALWAYS arrive in junk
Alright, we also use outlook and we do receive echosign mails, but they directly hit our inbox and not the spams/junk inbox.
It is not feasible to contact every customer that potentially uses a Hotmail, yahoo or Outlook domain to request them to "White List" or create a routing rule for emails that come from EchoSign.
I understand your concern, however it would be better to have it posted directly to our engineers through the request form. It is an open forum to address issues directly to the development team.
Not my concern, I have a support ticket raised with you that we pay for. If you need to escalate please do.
Let me put it this way...
How do we send emails from Ecosign to Outlook, Hotmail and Yahoo domains without the email being delivered to the junk folder?
Echosign emails are not sent manually, once you use the Adobe Sign it reaches our Adobe servers and the emails are sent from Adobe servers and not from an individual email ID/domain.
So how do we send via Adobe Sign, via EchoSign to Outlook, Hotmail and Yahoo domains without the email being delivered to the recipient junk folder?
Well, we do not direct the emails to junk folder. It is a verified email/trusted site from where the email will be triggered. However the the email reaching junk folder is depending on the receiver system and their verified sites. As the echo sign emails are triggered from same server their is no specific direction/rule to hit junk folder or any other folder.
I know there is no rule.. And I know you do not direct to junk. As I said prior it is based on sending reputation... ie DMARK, DKIM, spf, blacklists, reported bulk senders, ect
So how do we address this?
Or what would you like me to do to ensure it gets delivered to my inbox rather than junk?
Well as said earlier you will have to address this issue through our global request form so that our engineer will look into it an reply. As a workaround you can create a rule in your mail box to have echosign emails hit your Inbox directly.
You can not create mail rules for Yahoo, Hotmail or Outlook domains.
Ok, you can try to contact the email client of yahoo, hotmail or microsoft for Outlook to have them check the sites verified by their servers.
Please explain to me how that will help and what you expect them to do to resolve the issue
Well they would explain you better as in why the trusted site email is reaching the junk folder. An email which has been verified and been used by the US government is reaching junk folder of these specific email domains. So they would be the right people to check as to why these emails are reaching the junck folder.
you have been a big help