Question

Our emails from Karbon are going to client's junk folder


For many of our clients, when we send email through Karbon, the email lands in their junk folder.  When we send directly from Gmail, we don’t have the issue.

Is anyone else having this problem?


2 replies

Userlevel 7
Badge +15

Hi @Lise Toner 

We don't have that issue either 🤔 

It's curious, because Karbon actually creates the email in Outlook (for us), then it is sent from Outlook, so I'm surprised the result would be different depending on whether drafted and sent from Karbon or Gmail/Outlook.

We sometimes have issues with Client Request emails and reminders going to Junk, slightly different issue though. 

I'd be interested to hear what support says as well 🙂

Userlevel 7
Badge +19

Hi @Lise Toner, welcome to the Karbon community! 😁

We have not had that issue at our firm. I would suggest contacting support@karbonhq.com to have them look into it. If you have someone at your firm with some technical skills, or an MSP that can help, I’ve had success using https://mxtoolbox.com/ to find email delivery issues.

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