NXT receipts going to junk but marketing email does not

Julie Gillikin

We are new to Nxt. Our tests of using the email feature under Marketing have so far gone well but all of our Nxt gift receipts are going to Junk folders. I thought at first it was because we were sending them to large numbers of donors at a time, but I just did a test and sent a receipt to myself only and it went straight to my junk mail folder. And since I used that same email to make the online donation, and it's coming from someone at my own organization, and yet my spam filter grabbed it... how do I make sure this isn't happening with my donors as well?


Is this an Nxt issue or something I need my IT people to address? Thanks

Austen Brown

Hi Julie Gillikin‍ - Have your IT department check in on your DKIM and SPF, and make sure it is working properly for emails that originate through BB servers. This will make sure that the appropriate email identification tools for inboxes to verify your BB emails are working correctly.

Kathryn Hall

Here's more information about the DKIM and other authentication settings that Austen mentions: https://host.nxt.blackbaud.com/email-resource-center/faqs/renxt?_ga=2.219008985.1322764110.1613967021-954666813.1610729736

Patti Posey

We have this same
issue with Luminate. My
IT Dept spent 9 months with Blackbaud trying to resolve this
issue. We did all the
recommended steps, updated the SPF record, added a customer DKIM
signature, and other things recommended by Blackbaud. We still get people complaining
that they are not receiving our emails or they are still going to
spam. Don't know what
else we could do.

Patti Posey

Stamford Hospital Foundation

203.276.5975 - direct

203.276.5900 - main

203.276.2051 - fax

pposey@stamhealth.org

https://www.stamfordhospitalfoundation.org

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Shimmy Ohana

DKIM and SPF settings need to be aligned.


We had this problem and decided to revert to the "old school" approach sending in the post (primarily because it was also an opportunity to inform constituents about our activities) - its not a real solution but worked for us under our peculiar circumstances.

Phillip Bicknell

Hi,

These days, go the extra mile and get DMARC set-up as well. We've had it working on our bulk emailer since January 2020.

Regards, Phil