If you send to a group of people at one company (including your own utility), and they aren't getting the emails, it may be due to an email security policy or corporate spam filtering. Email security policies and corporate spam filters don't like it when multiple people at one company get the same email at the same time. They often view this as suspicious spam behavior and it can cause messages to be blocked. Questline sees this often when sending newsletters or other campaigns to many internal utility employees.
To ensure delivery of your emails to internal employees or a large customer with multiple recipients, ask the relevant IT group or mail administrator to whitelist Engage emails using the instructions below. This will provide them the necessary information needed to make sure future emails reach the inbox.
NOTE: If you are a high-volume sender and have established a private sender reputation with Questline, the IPs and domains listed below will differ. Please contact us at email@example.com for specific instructions.
To accept mail from Engage, please whitelist the following:
Engage Shared Marketing Mailstream
(used for most newsletters, program promotions, and general communications)
From domain: @email.engagemsg.com
Engage Shared Transactional Mailstream
(used for most Welcome Series, billing reminders, and other account-related communications)
From domain: @info.energy-email.com
It is recommended to utilize the from domain whenever possible for whitelisting. Utilizing the domain, as opposed to individual IP addresses, ensures that whitelisting rules will still be applied even if infrastructure needs necessitate changes or additions to IP addresses in use by the system.