How to fix messages that cannot be delivered to staff

There are 4 main reasons that staff would not be receiving messages:

1. Emails are flagged as Bounce
2. The staff status is set to restrict all communication
3. Staff have not opted in to receive certain types of messages from you
4. Emails are going to their spam or junk folder

1. Email addresses are marked as Bounce

If you see this badge next to a staffer in Staffwise it will mean that emails are being bounced back from this email address

To see the reason for this bounce-back

• Go to the Staff profile > Main details > Contact tab
• Next to the email address, you will see the reason for this bounce back that is supplied to us by SendGrid:
  
  • You can tick the Reset bounce back status checkbox and press submit to try to reset the problem, providing the error does not relate to an incorrect email address
• Various reasons may include
  • Spam reporting address
    • Staff have reported you as spam
  • Invalid
    • The email address is not valid or does not exist
  • Bounced address
    • The email address is not valid or does not exist

2. The staff status is set to restrict all communication

You can set a staff status to strictly restrict all communications being sent to staff allocated to that status.

To check the staff status

• Go to Settings > Staff options > Staff statuses
• You can then see in the list if a status is set to restrict all communications
  
• To amend you can click on edit

3. Staff have not opted-in to receive certain types of messages from you

When setting up your terms, consents and opt-ins (See: Terms, privacy statements, opt-ins and consent) you have these settings:

• What happens if I tick these?
  • If these are ticked and staff have not opted-in then staff will specifically not receive job invites and/or general messages (ie, newsletters).
  • Staff will still receive these types of messages in their Staffarea inbox, just not to their email address or phone number.
  • You will not be notified that staff are not receiving these messages as this is their choice,
• Why would I use these?
  • If you want to give staff the option to choose whether or not they want to receive email and/or SMS messages for the types of messages that can be consistent and many, being job invites and newsletters.
  • For some staff they prefer to peruse the Job Market and Messages in their Staffarea in their own time and not have their main inbox filled up with such messages.
• How should I use these options?
  • You can add these options to any opt-in you add to the system:
    • Mandatory Terms/Privacy/Employment contract/etc - With these types of opt-ins staff have to agree in order to work for you so you would effectively not be giving them a choice to receive or not. This is not recommended to setup in this way.
    • Optional opt-ins - You can add these options to optional opt-ins providing they don't relate to something that staff have to agree to in order to perform their job, as once again you are effectively forcing staff to opt-in and therefore forcing staff to receive job invites and/or your newsletters.
    • Invite/general messages specific opt-ins -  If you want to use these specifically and effectively then we recommend setting up specific opt-ins for each of them to allow staff to have full control over what they want to receive via email. Here is an email of an opt-in setup for each of the above checkboxes:
      
•  What else should I do?
  • If you are using these always make sure to add full details into the opt-in that if they do not opt-in they will not be receiving these types of messages.

4. Emails are going to their spam or junk folder

Please see this article: Adding CNAME records to your domain host to manage SPF and DKIM