Answers
Subject Date - DESC Rating Viewed Topic
How do I configure IIS to forward all HTTP requests to HTTPS? 10/26/2016 11:29:17 AM None 1236 Site configuration
simple user login check for iService forms 2/4/2016 8:58:06 AM None 1242 Technical Support
Changing the Message Queue actions to the custom portal form 1/22/2016 5:40:23 PM None 1236 Technical Support
Updating the Message Queue page to the new version in 7.4 1/22/2016 5:24:29 PM None 1707 Site configuration
Making a form to display an interaction body or other details 8/27/2015 1:32:18 PM None 1356 Technical Support
Considerations when setting up a service account to run utilities 7/3/2015 4:51:20 PM None 1902 Batch Utility
Article Selected >> Customer did not receive an iService email
Question:
We sent a message to a customer but they claim they did not get it. How can we troubleshoot this?
Answer:
When you compose and send an Agent Response or Agent Email in iService, the system generates the message and relays it to the SMTP server that is defined for the mailbox you used. The mailbox used will normally be same as the mailbox that received the message, unless you pick a different mailbox when sending the message. Once the mail server accepts the message iService has no knowledge of the path that message takes on the way to the recipient. If the message is returned by the recipient's mail server as undeliverable, you will see an undeliverable message in your queue and the customer's email address will be marked as isBounced. There are various reasons why the customer's mail server will reject an incoming message (mailbox full, considered SPAM, etc.), which are beyond the scope of this article.

There are a few places you can check within the iService interface, other than the _undeliverable topic, to troubleshoot.

1. SMTPOut Tab - When you send a message, iService populates a table of messages to send named SMTPOUT. Normally they are passed to the designated SMTP server within a few seconds, but if iService is unable to relay the message for some reason you will see it listed in the Admin Tools - SMTPOut tab.

2. Mailbox Tab - When a message fails delivery, an error might be returned from the mail server with details. These errors are listed at the bottom of the Admin Tools - Segment - Mailboxes tab.

In most cases, if the recipient's mail server rejects your message for SPAM purposes it will not send a bounce message.

NOTE: For a small fee, our technical services team can review internal mail server logs and determine exactly how a message was handled. You will need to provide the email address of the recipient and the time the message was sent. To request this service, contact us using support@1to1service.com.
Article DetailsSubscribe and Rate this article
Article ID:412833
Date Updated:8/8/2014 4:55:59 PM
# Views:1684
Article Creator:Scott Whitsitt
Article Topic:Technical Support
Attachments:-- None --
Updating agent count for on-premise installations 7/7/2014 11:59:40 AM 4.5 2250 Site configuration
How do I create a report subscription? 6/23/2014 11:26:47 AM None 2111 Reports
Disabling browser cache to force current data into your screen 6/13/2014 10:26:28 AM None 851 All Topics
Setting mailbox for reuse later 4/10/2014 9:57:12 AM None 1549 Technical Support
Chat interface is mistakenly displayed when I login using Internet Explorer 3/11/2014 9:57:20 AM None 1684 Technical Support
When I log in, I don't see the Message Queue tab 2/24/2014 11:56:11 AM 4.0 1721 Technical Support
Email not received by iService 1/16/2014 9:28:58 AM 4.0 2251 Email Processing
Changing the mailbox specified for messages in SMTPout 9/5/2013 10:53:53 AM None 2511 Email Processing
iService 5.x fails to load with the error "Unrecognized configuration section system.serviceModel in machine.config" 6/18/2013 3:31:05 PM None 1239 All Topics
Impact of iService On-demand on your IT department 5/21/2013 9:51:43 AM None 2554 Security
Creating an agent from an existing contact 3/26/2013 2:36:46 PM 4.0 2645 Security
Ensuring that SPAM contacts are not mislabeled and steps to correct 3/19/2013 3:22:32 PM None 1894 Technical Support
Setting message in SMTPOut for immediate delivery 2/25/2013 1:27:09 PM None 2700 Email Processing
JQuery Mobile and iService Forms 1/13/2013 1:24:26 PM None 2794 Customizing iService
Simple example for filtering messages to a new topic 12/18/2012 3:39:34 PM 5.0 2789 Site configuration
Lost password, administrator forwarding link 12/4/2012 8:48:19 AM 5.0 1936 Technical Support
iService Business Intelligence and Reports Documentation 8/1/2012 10:52:21 AM 4.0 2714 Reports
List of bookmarks/favorites to common tasks 4/7/2012 10:24:15 AM 4.0 1994 Technical Support
Please Wait...