Get your email through

Start with the Support email page, at https://app.contactroll.com/settings/email. It shows your organization's ContactRoll address and when the latest email arrived there.

Customer emails and their cases

Every organization has its own ContactRoll address. Each email sent to it opens a case in the queue, and a reply to an existing case joins that case.

• Open the Support email page. If it says "Email is arriving here" with a time, mail is reaching ContactRoll, and the cases are in the queue. Check the queue's views and filters.
• If it says "No email has arrived at this address yet", check how your own support address forwards mail.

Forwarding from your own support address

Most teams keep their own address, such as support@example.com, and forward each new email to the ContactRoll address. The Support email page has the steps for each provider, with a Copy button for the address.

• Gmail and Google Workspace: add the ContactRoll address as a forwarding address. Gmail sends a confirmation email to it first. It doesn't open a case: the Support email page shows it, with a Confirm forwarding button that opens Gmail's own page. Press it, then choose Forward a copy of incoming mail in Gmail and save.
• Microsoft 365 and Outlook: in the Microsoft 365 admin center, choose the support mailbox and set up forwarding to the ContactRoll address. Many Microsoft 365 organizations keep forwarding to outside addresses switched off, and a forwarded email then goes back to its sender with "5.7.520 Access denied". An administrator switches it on in the outbound spam filter policy: Control external email forwarding.
• Any other provider: look for forwarding in its settings and forward a copy of each new email to the ContactRoll address.

To check it works, send an email to your support address from another account. It opens a case in the queue within a minute, and the Support email page then says when it arrived.

Email to a read-only or closed organization

• A read-only organization still receives email: each message opens a case as usual, ready for when the organization is paid up again.
• A closed organization turns new email away until the Owner reopens it.

A reply lands in the customer's spam folder

Replies you send from a case come from your organization's ContactRoll address, with your organization's name beside it. ContactRoll signs every message it sends so that receiving mail services can check where it came from.

• Ask the customer to look in their spam or junk folder and mark the message as not spam. Their mail service learns from that.
• Ask them to add your organization's ContactRoll address to their contacts.

Marketing email lands in spam

Marketing email is sent from your own domain, which you set up and verify on the Sending page, at https://app.contactroll.com/marketing/sending.

• Under Where your marketing email comes from, check that the domain is verified. If it isn't yet, publish the records the page lists with whoever runs your domain's DNS, then press Check verification.
• Under How a receiver will check this domain, ContactRoll shows SPF, DKIM and DMARC as three answers, each with a dot and words. Fix any that the page marks, and press Check again.
• Every marketing email carries your postal address in its footer and a one-click unsubscribe, which receiving mail services look for.

Bounces and unsubscribes

ContactRoll keeps your sending healthy by leaving some addresses out of marketing email automatically:

• a person who unsubscribed;
• an address that bounced permanently;
• a person who marked an earlier message as spam;
• an address an administrator stopped by hand.

The contact's page shows this under Marketing consent, as "Not sendable" with the reason. An unsubscribe is lifted only by the person's own confirmed sign-up. An address stopped by hand can be taken off by the Owner, an Administrator or a Marketer.

The Sending page also shows how your marketing email is doing: how many messages went out, how many bounced and how many were marked as spam. If either rate gets too high, ContactRoll pauses marketing email for your organization and tells the people who look after sending. Support email carries on as usual while marketing is paused. Once you've cleaned up your list, the Owner or an Administrator resumes sending on the Sending page, with a short note about what changed.

An invitation that went missing

• On the Team page, at https://app.contactroll.com/team, find the invitation under Pending invites and press resend.
• Or press copy link and send the link yourself, in a message or chat.
• Ask them to check their spam folder.
• If the row says "held until" a time, the invitation goes out by itself at that time. You can copy the link and send it yourself in the meantime.
• An invitation lasts seven days. When it shows "expired", revoke it and send a new one.

The invitation works only for the email address it was sent to, so the person signs in or creates an account with that address.

Notifications about new cases

Each member chooses whether ContactRoll emails them when a customer writes in, with Email me when a customer writes in on their Settings page, at https://app.contactroll.com/settings. If someone isn't getting these emails, check that it is switched on.