Why are my recipients not receiving my SmartSheet requests?

Amanda Devore

We request a lot of photos assets and copy via SmartSheet. However, most clients/recipients don't ever receive our SmartSheet requests to their email, so we end up having the send the same requests manually via email and it becomes a big headache.

Is there a setting or function I'm missing that would allow our requests to actually reach our recipients? This would save a huge amount of time and runaround for me and my team.

Thanks in advance for the help! 😊

Paul Newcome

Start by checking the automation to ensure it is in fact running. Also check the automation settings to ensure they are set appropriately.

If all is well on your end, the emails may be getting sent to the recipient's spam folder, or their company may have some security in place that is blocking them from coming in (in which case they would need to have their IT dept whitelist it).

It is also possible the client may have unsubscribed from the automation.

MarceHolzhauzen

Hi @Amanda Devore

There are 2 things to check initially:
1. When you set up your automation, check to see if you have an error/warning in the automation prompting you to change your notification settings. Some setups restrict the automations from sending mails to outside users.
2. Check to see if the customer did not perhaps unsuscribe from the automation (click on the 3 dots next to the automation, select properties and view unsuscribed users)

I am assuming that all other mailbox checks have been done in terms of messages going to junkmail and the spelling of e-mail addresses has been checked.

Amanda Devore

Thank you. They are currently set to "unrestricted"…I was hoping the "spam folder" conversation wasn't the only solution since we can't control that :)

Paul Newcome

@Amanda Devore Their IT team may be able to flag it to keep it from going to spam at the global account level.

Amanda Devore

Thanks. Just trying to find a way to communicate that to hundreds of clients :)