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Troubleshooting: OutSmart emails landing in customer spam

Verify your custom domain with DKIM and SPF to stop emails landing in spam.

Why are my emails going to spam?

If customers report that emails from OutSmart (invoices, quotations, appointment confirmations) are ending up in their spam or junk folder, the most likely cause is that your sending domain is not verified.

How OutSmart sends email

OutSmart uses SendGrid as its email delivery provider. By default, emails are sent from an OutSmart domain. If you have configured a custom sender email via the CUSTOM_SENDER_EMAIL parameter, you must also verify your domain to maintain deliverability.

Setting up domain verification

  1. Contact OutSmart support to initiate the domain verification process.
  2. You will be given a set of DNS CNAME records to add to your domain's DNS configuration.
  3. These records enable DKIM signing (using the selector out) and SPF alignment.
  4. Add the CNAME records in your domain registrar's DNS management panel.
  5. Once the records propagate (usually within 24–48 hours), OutSmart will verify the domain.

Ongoing validation

OutSmart runs a weekly automated validation to confirm that the DNS records are still in place. If records are removed or changed, the system falls back to the default OutSmart sender address to protect deliverability.

Checklist for good deliverability

  • Ensure both DKIM and SPF records are correctly configured.
  • Avoid sending large volumes of emails in short bursts.
  • Keep your sender email address consistent.
  • Ask customers to add your sending address to their contacts.

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