We use SendGrid to effectively deliver emails and track email delivery. SendGrid has a rich Application Programmer Interface (API) and provides significant email deliverability and reliability, which is key to every exchange.
We take many steps to avoid our emails from appearing like spam. When we send email we don’t send “group” email (i.e. one email with many recipients). We send a unique email to every participant and can track the status of that email.
Historically, we sent emails that would appear to be from our customer (the exchange leader). Beginning in 4.x, however, we now send emails via [email protected], [email protected], and [email protected] in order to reduce the odds of being erroneously flagged as spam.
If a participant hits the Reply button in their email client application, the reply email will be send to the address in the From field, and routed to our support team as a support ticket.
Despite our best efforts, sometimes mail servers or email clients flag our emails as spam because they don’t recognize the mail source. Some mail servers also use techniques to detect spam, such as issuing a challenge email to all unrecognized mail sources.
We have a dedicated email subdomain (email.thoughtexchange.com) and dedicated IP addresses (188.8.131.52 and 184.108.40.206) with matching MX and SPF records, and also a DKIM signature—all designed to make our mail sender appear less spammy.
However, in cases where our emails have been flagged as spam, for our emails to be successfully delivered, IT Managers need to white-list our IP address and domain.
To whitelist our IP address and domain, your IT manager needs the following information:
Domain: @email.thoughtexchange.com, @thoughtexchange.com, and webmail.thotstr.com
Dedicated IP address: 220.127.116.11 and 18.104.22.168
Once these entries have been added, users will be able receive email from and participate in exchanges.
There are a number of organizations that black-list known spam servers. Every originator of email has a story to tell of being flagged as a spammer and having to leap through hoops to get off the blacklist. In the past, we’ve had this problem as well, although the situation has much improved since our switch to SendGrid. If you receive a bounced message indicating that the sending server is blacklisted, we need to be informed immediately so that we can take the necessary steps to get off the blacklist.
Rate Controlling (IP Throttling)
Sometimes, emails bounce back because the recipient email server is rate controlling (IP throttling) the number of emails we are trying to send.
To resolve this issue, the customer’s email provider or IT department needs to increase or (preferably) remove the limit for our IP.
If you have any questions or you need help with this, please contact our support team: [email protected].