Why are my emails going to the promotions tab in Gmail? - Knowledge Base

Summary

When emails don't bounce or go to spam but aren't delivered, Proofpoint is likely quarantining them. The problem might stem from bad content, unengaged recipients, or IP reputation. Resolutions involve contacting Proofpoint support, checking Cloudmark and SORBS, utilizing Proofpoint's false positive/negative reporting system, and allowing users to manage their quarantine. Email list maintenance, proper authentication (SPF, DKIM, DMARC), dedicated IPs and warming them up, and proactive sender reputation monitoring (Google Postmaster Tools, Microsoft SNDS), alongside email testing, also improve deliverability. Subscriber advocacy, involving email admins for whitelisting, is key.

Key findings

Proofpoint Quarantine: Proofpoint often quarantines emails silently.
Content & Engagement: Email content and recipient engagement influence filtering.
IP Reputation: Proofpoint uses IP reputation for filtering.
Admin Involvement: Subscribers and senders should involve email admins.
Proactive Monitoring: Monitoring deliverability and reputation is essential.
Authentication & Infrastructure: Proper authentication and IP management are key.

Key considerations

Content Review: Check email content for problematic elements.
List Hygiene: Maintain a clean, engaged email list.
Subscriber Action: Encourage subscribers to report issues to their admins.
Proofpoint Tools: Utilize Proofpoint's reporting and quarantine management tools.
Authentication Setup: Implement and verify SPF, DKIM, and DMARC settings.
Dedicated IP & Warming: Consider a dedicated IP and warm it up properly.
Regular Monitoring: Regularly monitor IP reputation and feedback loops.
Testing: Test emails across different ISPs and filters.

What email marketers say

13 marketer opinions

When emails are not bouncing or going to spam but are still not delivered, Proofpoint may be quarantining them. Solutions include contacting Proofpoint support for specific blocking reasons and remediation steps, checking Cloudmark and SORBS, and allowing users to check their quarantine. Email list maintenance (cleaning, engagement-based segmentation, double opt-in), proper authentication (SPF, DKIM, DMARC), dedicated IP addresses, warming up new IPs, monitoring sender reputation (Google Postmaster Tools, Microsoft SNDS), and email testing tools can all improve deliverability.

Key opinions

Proofpoint Quarantine: Proofpoint may quarantine emails without notification.
Contact Support: Direct contact with Proofpoint support can provide insights and remediation steps.
List Hygiene: Maintaining a clean and engaged email list improves deliverability.
Authentication: Properly configuring SPF, DKIM, and DMARC is crucial for authentication.
IP Reputation: Dedicated IPs and IP warming can improve sender reputation.
Monitoring: Monitoring sender reputation provides insight into deliverability issues.
Testing: Email testing tools can identify problems before sending to a live audience.

Key considerations

User Quarantine Access: Ensure users can access and manage their Proofpoint quarantine.
Cloudmark and SORBS: Check sending IPs against Cloudmark and SORBS blacklists.
Segmentation: Segment email lists based on engagement to improve targeting.
Double Opt-In: Implement double opt-in to ensure explicit consent and reduce spam complaints.
Validation: Regularly validate email addresses to remove invalid or inactive addresses.
Feedback Loops: Set up feedback loops with major ISPs to monitor complaint rates.

Marketer view

Email marketer from SendPulse explains that using a dedicated IP address can improve sender reputation and deliverability, particularly when sending large volumes of email. A dedicated IP can isolate your sending reputation from others.

8 Oct 2023 - SendPulse

Marketer view

Email marketer from Iterable suggests implementing a double opt-in process to ensure subscribers have explicitly consented to receive emails. This helps reduce spam complaints and improves email deliverability.

7 Nov 2022 - Iterable

What the experts say

6 expert opinions

When emails are not bouncing or going to spam, Proofpoint deliverability issues might be caused by bad content (URLs/content found in unwanted mail), recipients not wanting the emails, or IP reputation issues. Subscribers who value the mail should ask their admins to intervene. Contacting Proofpoint is worth trying, but corporate filters prioritize business needs. Even one upset subscriber contacting their admin can provide insights. Proofpoint Essentials uses IP reputation to filter messages.

Key opinions

Content Matters: Bad content can trigger Proofpoint filtering.
Recipient Value: Emails must be wanted and valuable to the recipient's business.
Admin Intervention: Subscribers should involve their email admins.
Contact Proofpoint: Direct contact with Proofpoint can be helpful.
IP Reputation: Proofpoint Essentials filters based on IP reputation.

Key considerations

Content Review: Review email content for problematic URLs or phrases.
Engagement: Focus on engaged subscribers and business needs.
Subscriber Advocacy: Encourage subscribers to voice their concerns to their admins.
Realistic Expectations: Understand corporate filters prioritize business needs.
IP Reputation Management: Monitor and manage IP reputation.

Expert view

Expert from Email Geeks suggests that if even one upset subscriber asks their mail admin 'WTF?' and relays the answer back, it might be enlightening.

12 Apr 2022 - Email Geeks

Expert view

Expert from Email Geeks suggests that the email deliverability issues with Proofpoint could be due to bad content or the recipients not wanting the mail.

15 Aug 2023 - Email Geeks

What the documentation says

4 technical articles

To resolve deliverability issues with Proofpoint, utilize the false positive/negative reporting system. End users can manage their quarantines by releasing messages and whitelisting senders. Admins can configure connection management settings to block/allow IPs and countries. Additionally, set up feedback loops with major ISPs to monitor complaint rates, as high rates can negatively impact sender reputation.

Key findings

Reporting System: Proofpoint provides a system for reporting false positives and negatives.
User Quarantine Management: End users have the ability to manage their own quarantined emails.
Connection Management: Admins can control IP and country access via connection management settings.
Feedback Loops: Feedback loops are valuable for tracking complaint rates.

Key considerations

Reporting Utilization: Encourage senders to use the reporting system for misclassified emails.
User Training: Educate end users on how to manage their quarantine effectively.
Admin Configuration: Properly configure connection management based on legitimate traffic patterns.
Reputation Monitoring: Proactively monitor feedback loops to identify and address deliverability problems.

Technical article

Documentation from Proofpoint Knowledge Base explains how end users can manage their own quarantined emails. End users can release messages, whitelist senders, and manage blocked senders to allow/prevent delivery of future messages.

3 Jan 2023 - Proofpoint Knowledge Base

Technical article

Documentation from Google Workspace Admin explains that setting up feedback loops (FBLs) with major ISPs allows senders to monitor complaint rates and identify potential issues affecting deliverability. High complaint rates can negatively impact sender reputation.

14 Oct 2022 - Google Workspace Admin