Why are emails sent from Salesforce such as email alerts, workflow emails, or approval processes emails showing in the Email Log Files as being sent, but are not being delivered - or are going to the recipient's spam or junk email folder?
Why are Workflow or Approval Emails Not Being Generated or Sent by Salesforce?
Most Enterprise Email Domains include some form of security filtering to try and minimize the spam received by users. Sometimes these filters work too well and also capture legitimate communications from Salesforce.
This sometimes occurs with Salesforce emails where both sender's email address and the recipient's email address are addresses from a customer's own Enterprise Email Domain.
While customers can consider allowlisting the IP Addresses and Domains used by Salesforce, Salesforce recommends instead relying on standard email security profiles such as TLS, SPM, DKIM, and DMARC instead. Relying on these standard email security profiles is recommended instead because the list of IP addresses that Salesforce uses to send email increases often.
Instead of allowlisting IP addresses for Salesforce email, it is possible to add a DKIM Key to Salesforce Orgs and to customers' Enterprise Email Domains, to show that emails sent through Salesforce to customers' Enterprise Email Domains are actually authorized to send email on behalf of that domain.
This involves setting up a unique DKIM Key in the Org and registering it on both Salesforce's DNS and the customer's domain DNS to enable emails to pass through the security filter.
Information on creating and utilizing DKIM Keys can be found in the articles below. The Salesforce article on IP Addresses and Domains to allow is also included, but Salesforce does recommend considering adding a DKIM key as a better approach.
- Troubleshoot Delivery Problems for Salesforce Emails
- Request an Email Log
- Email Log Reference
- SPAM, security configuration and problems when you send emails from Salesforce
- SPF and DKIM FAQ
- Best practices to setup DKIM
- Set Up Secure DKIM Keys
- Salesforce IP Addresses and Domains to Allow