Hi! I don't know if anyone else has been having this problem, but I have run into a time or two where my company emails are getting caught in Goto's bounce filter without any notification. This results in my centers going a significant amount of time without realizing that they are not receiving voicemails being sent over from their phones. I'd love if there was a system in place that could notify us if any of our emails end up in the bounce filter. Maybe an automated call or a secondary email that could be set to receive these notifications? Maybe the system could scan for email domains, like Company.com?
Essentially, we have optical departments that have phones in phone groups that ring but when staff are busy helping in-office patients callers end up leaving voicemails for staff to handle at a later time. I have voicemails set to delete off the phones as they transfer to email to avoid voicemail boxes filling up (the whole reason for this setup). I have had about 2-3 emails end up in the bounce filter for being undeliverable for a moment (not sure why) and Goto's system immediately blacklists that email. I have no idea this happens or that there is even an issue until enough patients complain to staff, and staff find enough time to tell me. My last email to trip this situation went unnoticed for almost 4 months! I know my staff should have caught this sooner, but it can be hard to tell there is a problem when you are working through high volumes of voicemails. You really only notice when you reach the end, and no other voicemails have arrived in the past day or so.
Searched for issues similar to this and haven't found any topics like this, so I figured I would bring it up.
4 Comments
Comments have been turned off for this idea
esmith_AVP a product manager informed me we can add your team to a list, so we will force it and it will never get into the bounce/spam filter. We cannot add the domain though, we will need an email list.
Would you like me to open a support case for you, and our team can assist further?
Yeah, I tried to review the reason why it bounced. The email address never changed, and I never made any adjustments to our voicemail to email setup for this extension. No one in our network team mentioned messing with this email account either
Our company is going through a merger, so it is possible our network teams who handle our email accounts may have made changes that disrupted receiving emails for brief time, but this has not happened to any of the other emails that are also setup for voicemails. So, I honestly have no idea what went wrong.
Hi esmith_AVP
Happy New Year, thanks for sharing this feedback. I've moved your post to our idea section. This is not currently on the roadmap, but we will share the feedback with the team and leave this open for votes and comments.
When an email bounces back to GoTo, and we get a message that the email is invalid, it is added to an internal list to no longer email. Reviewing your case with support, it appears the bounce back occurred due to an invalid address. We also recommend that our emails be whitelisted in your system. You can find more about this here.
- Status changed:NewtoReviewed by moderator
