Email Delivery Improvements – DMARC Policy

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    Karen McInnis RAc,DTCM

    What happens if a patient wants to reply to this email notification?  A lot of my patients will just reply to the notifications if they need to change something.  Will I still get the replies from my patients?

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    Shawn Reiterman

    Karen - Yes, your patients can still reply to the email notifications. We added a “Reply To” field that will let you specify what email address the reply will be sent to for each notification. You might want to check the Reply To section of each active Patient notification to make sure they will reply to the correct address. You can do this by clicking on the name of each patient notification from the list in the Notifications section of Settings

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    Renee Roe

    So disappointed the changes are NOT going to help with the mass emails.  This is how I do all of my marketing.  Will there be updates/changes to help with the mass emails soon? I have been dealing with this issue a very long time.

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    Shawn Reiterman

    Renee – It is unlikely these changes will be applied to the Mass Email feature found in the Customer Reports. Although appointment scheduling is our main development priority, we have been working to provide better options for sending marketing emails. You might want to consider using one of the email marketing providers (Constant Contact, iContact, Mail Chimp, & Vertical Response) we have added plugins for in the Marketplace. 

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    Melissa

    I need help, I have this system set up so that I need my contractors to reply to the email to give their reports. When I go to Settings - Notifications I do not see a Reply To field anywhere in the notification as you mentioned below.

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    Melissa

    Actually, now I realized the problem. The reply-to address is available in the Client notifications, but those fields are not in the Staff notifications. This is very problematic for me as I am using the system exclusively to confirm appointments with my Interpreters and not for clients. They need to be able to reply to the email to confirm they will cover the appointment.  Any idea if these fields will be added?

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    Shawn Reiterman

    Melissa – I understand how that would be an issue when expecting the reply to include a specific email address. The update did not include a “Reply-To” option for Staff notifications. Unfortunately, the business process will need to change for your Interpreters to confirm the appointments. I recommend adding a feature request and checking for feedback from the community for a possible solution. 

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    Shawn Reiterman

    Melissa – Thanks for talking with me about this issue today. I have added a support ticket to find out what we can do to have the Staff Member email notifications reply to a specific email address. I will make sure you receive updates through the ticket system as soon as they are available. 

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    Shawn Reiterman

    Mike – That is a great suggestion. I have added a Feature Request for you here to start the discussion and let other clients provide their feedback. 

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    Vishal

    We have started noting that after the DMARC policy change more of our emails are getting in the SPAM box of our customers.  I would have also preferred you to program in an option to opt out or in to the DMARC policy so we could continue to send emails to our customers from the email address we had designated. This has increased the burden on our receptionists/amanegrs since they have to handle calls about the confirmation emails on a daily basis

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    Shawn Reiterman

    Hi Vishal – We recently fixed an issue that was causing email notifications to be blocked for some providers. More information about that issue HERE. I hope you see an improvement with email delivery now that will bring the performance back to the level you experienced before the DMARC changes. Please let us know if you continue to experience those issues. We will do everything we can to ensure your success with the program. 

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    Dr. Kirsten Sage

    I have not been receiving any email notifications for a week. I keep getting tickets that you have corrected the problem. It's not corrected.

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    Shawn Reiterman

    Dr. Kirsten, I'm sorry to hear you still aren't receiving your notifications. If you're only experiencing that issue with emails sent to staff through your own domain, you might need to add AppointmentPlus to your list of safe senders. More information about doing that HERE. Otherwise, I recommend reaching out to our support team so they can investigate the issue further. 

    Thanks.

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