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Resolving Email Sending Issues in BrightManager

If you're experiencing issues with sending emails through BrightManager, this guide will help you troubleshoot and resolve common problems. Follow these steps to ensure your emails are sent successfully.

Step 1: Check Your Email Queue

If your emails are not sending, the first step is to check the status of your email queue.

Access the Email Queue

  • Navigate to Queue: Log into BrightManager and go to the "Queue" section.
  • Check Queue Status: Look for the status of your outgoing email queue. If it is paused, you will need to un-pause it to allow emails to send.

Un-pause the Queue

  • Un-pause Outgoing Emails: If the queue is paused, select the option to un-pause outgoing emails. This will allow emails in the queue to be sent out.

Step 2: Verify Email Settings

Ensure that your email settings are correctly configured to prevent sending issues.

Update Email Credentials

  • Navigate to My Details: Go to "Settings" > "My Details" > "Setup Incoming and Outgoing Email."
  • Re-enter Password: If you suspect a disconnection, re-enter your email password and save the changes. This can help re-establish the connection with your email provider.

Check SMTP Settings

  • Sign Out and Back In: If you encounter issues with SMTP settings, sign out of your email on BrightManager, clear your cache, and sign back in. This can refresh the connection and resolve any underlying issues.

Step 3: Address Specific Email Sending Errors

If you encounter specific errors, follow these steps to address them.

BCC Field Limitation

  • Single BCC Address: Ensure that only one email address is entered in the BCC field. Having more than one can cause the email to fail to send.
  • CC Address: We have now added the capability to CC on emails. Please use this instead of BCC when you want to add multiple contacts, for example, your colleagues. These emails will need to be separated by a , if you wish to add multiple.

Email Signature Issues

  • Check Sign Off Field: If your emails are missing a signature, go to "Settings" > "Automation Settings" and ensure the "Sign Off" field is not blank.

Email Formatting Problems

  • Remove Background Formatting: If you copy text from a Word document, save it as a TXT file first to remove any hidden formatting that could cause issues.

    Email Formatting Problems

  • Go to the email queue.

  • Click the edit button on the failed email.

  • Double-check that the client's email address is correctly entered in the 'To' field

    If this field contains the email address, we can move on to the next troubleshooting step.
     

  • Check Email Settings:

  • Go to Settings > My Details > Incoming and Outgoing Emails.

  • Select your email provider: Gmail, Office 365, or Other.

  • If using Gmail or Office 365:

  • Sign out

  • Refresh the page

  • Sign back in

  • Return to the queue and try sending the email again

  • If using "Other" settings:

  • Enter the SMTP password

  • Click Save

  • Return to the queue and try sending the email again

     

Step 4: Resolve Automation and Permission Issues

Automation settings and permissions can affect email sending. Here's how to address these issues.

Automation Settings

  • Check Automation Toggles: If custom emails are not being sent, verify that the correct toggles are set in the automation settings. Incorrect toggles can cause generic emails to be sent instead.

Permission Adjustments

  • Edit Staff Permissions: If you encounter permission-related errors, go to "Settings" > "Staff" > "Edit Detail and Permission" and adjust the necessary permissions, such as "Hide Other User Email Queue."

Step 5: Re-link Email Provider

If your email provider has been unlinked from BrightManager, follow these steps to re-link it.

Re-link Email Provider

  • Setup Incoming and Outgoing Emails: Go to "Settings" > "My Details" > "Setup Incoming and Outgoing Emails" and follow the prompts to re-link your email provider to BrightManager.

By following these steps, you should be able to resolve most email sending issues in BrightManager. If problems persist, consider reaching out to support for further assistance.