Understanding Email Delivery in WiredContact CRM

One of the most common support questions we receive is:

"My email didn't go out of WiredContact." or "My customer never received my email. Is WiredContact causing the problem?"

It's a fair question—and WiredContact is usually the first place people look.

The reality is that email delivery involves several independent systems working together. WiredContact creates the email, but once the message leaves the application, other systems become responsible for transporting, authenticating, and ultimately delivering it.

Understanding where each responsibility begins and ends makes troubleshooting much faster and helps everyone work together to resolve issues.

The Email Delivery Process

WiredContact CRM

↓

Native WiredContact Email Editor

↓

(Optional) Campaign Manager

Campaign Manager is an optional email marketing add-on developed by MondoCRM. If your organization does not use Campaign Manager, simply skip this step.

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Your Email Delivery Provider

Examples include:

• SendGrid
  

• Mailjet
  

• Microsoft 365 SMTP

• Another SMTP provider

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Your Domain's DNS Records

• SPF Authentication

• DKIM Authentication

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Recipient's Email Provider

Examples include:

• Gmail

• Outlook

• Yahoo

• Apple Mail

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Email Delivered

• Inbox

• Promotions

• Junk / Spam

Sending an Email vs. Delivering an Email

One of the biggest misconceptions about email marketing is that sending an email and delivering an email are the same thing.

They are not.

When WiredContact successfully sends your email, its job is complete. From that point onward, your configured email delivery provider, your domain's authentication records, and the recipient's email provider all play important roles in determining whether your message reaches the Inbox.

This does not mean WiredContact is never involved in an email issue. It simply means successful delivery depends on several systems working together.

Step 1 – WiredContact CRM

WiredContact prepares your email by:

• Managing contacts

• Selecting recipients

• Personalizing messages

• Creating the email content

Some organizations also use Campaign Manager, MondoCRM's optional email marketing add-on, to create and manage email campaigns.

Regardless of which method you use, WiredContact prepares the message before handing it to your configured email delivery provider.

Step 2 – Your Email Delivery Provider

WiredContact does not send email directly across the Internet.

Instead, it hands the completed message to your configured email delivery provider.

Common providers include:

• SendGrid

• Mailjet

• Microsoft 365 SMTP

• Other SMTP providers

Think of this provider as the postal service responsible for transporting your email.

Step 3 – SPF and DKIM Authentication

Before Gmail, Outlook, or another email provider accepts your message, it verifies that your email delivery provider is authorized to send email on behalf of your domain.

Two industry standards perform this verification.

SPF (Sender Policy Framework)

SPF confirms that your configured email delivery provider has permission to send email using your domain.

DKIM (DomainKeys Identified Mail)

DKIM digitally signs each email so the receiving mail server can verify that the message is authentic and has not been altered during delivery.

These settings are configured in your domain's DNS records—not inside WiredContact.   MondoCRM does not edit clients' DNS records, but we pair up with your I.T. or website provider to provide direction.

Step 4 – The Recipient's Email Provider

Once authentication has been verified, the recipient's email provider performs additional checks before deciding where the email should appear.

These may include:

• SPF and DKIM authentication

• Sender reputation

• Email content

• Recipient engagement

• Spam filtering policies

• Mailbox rules

Depending on those checks, your email may be delivered to:

• Inbox

• Promotions

• Junk or Spam

No CRM system—including WiredContact—can guarantee Inbox placement because that decision is made by the recipient's email provider.

Who Is Responsible?

Understanding who manages each step helps everyone work together more effectively when troubleshooting.

Before Contacting Support

If you're experiencing email delivery issues, having the following information available will help us investigate more quickly.

• Which email delivery provider are you using?

  • SendGrid

  • Mailjet

  • Microsoft 365 SMTP Relay | Troubleshooting Guide for WiredContact and Office 365

  • Another SMTP provider

• Does the issue affect all recipients or only certain recipients?

• Has your IT provider configured SPF and DKIM for your sending domain?

• Have you tested delivery to both Gmail and Outlook?

• Did WiredContact display any errors while sending?

Helpful Analogy

Think of sending a traditional letter through the post.

• WiredContact writes the letter and prepares the envelope.

• Your email delivery provider transports the letter.

• SPF and DKIM prove the sender is legitimate.

• The recipient's email provider decides whether the letter belongs in the Inbox or should be filtered as potential spam.

Each part of the process has a different responsibility.

E-Mail Delivery Setup Screen

Email delivery settings are typically configured by MondoCRM Support, your system administrator, or your IT provider. This configuration determines which email delivery provider WiredContact uses to send email.

Final Thoughts

Most email delivery issues can be resolved quickly once the correct part of the process has been identified.  WiredContact, your email delivery provider, your domain's DNS configuration, and the recipient's email provider all play important roles in successful email delivery.  Understanding how these systems work together helps reduce troubleshooting time and ensures everyone involved is looking in the right place.