How Codelattice's support team traced emails going to spam back to three missing DNS records and fixed them for a digital agency.
iBird Media's outgoing emails were landing in recipients' spam folders instead of their inboxes.
SPF, DKIM and DMARC records are now in place on the domain, and the three work together to authenticate outgoing mail. iBird Media's emails now reach inboxes and the team is very satisfied with the result.
3 missing DNS records identified · SPF, DKIM and DMARC configured · Fix tested and verified · 24/7 Google Workspace Support · Partnership since September 2015
iBird Media is an integrated digital agency that runs online and offline work for brands. It sits where creativity, technology and strategy meet, and its job is to get a brand's message in front of the right audience. For an agency like that, email is a daily working tool, so a business email address that lands in spam costs it credibility.
iBird Media has been a Codelattice client since September 2015, so when something went wrong, the team knew where to go. It contacted the Codelattice support team because messages sent from the agency's domain were ending up in recipients' spam folders instead of their inboxes. Nothing had visibly broken, and the mail was still going out, which made the cause harder to see.
The request came with a handful of specific problems to solve:
The agency could not tell how many important messages clients and prospects had missed, because nothing warned either side that mail was being filtered.
Receiving servers had no way to confirm that mail claiming to come from the domain was genuine, which is what authentication records exist to provide.
Fixing it meant changes to the domain's DNS settings, so the repair needed the agency's access and cooperation alongside Codelattice's technical guidance, and both sides had to move in step.
The fix needed to be quick, since outgoing mail stayed exposed to the same problem until it was resolved.
As an authorized Google Workspace partner, Codelattice offers support around the clock, and iBird Media had been a client since 2015.
Codelattice is an authorized Google Workspace partner India clients can reach around the clock, and iBird Media had been one of those clients since 2015. That history helped: the support team already knew the account, and the work could move straight to diagnosis. The plan was simple: find out what was missing, fix it with iBird Media's help, then test before calling it done.
Codelattice's support team looked at the iBird Media domain and checked which email authentication records were published. Three were missing: SPF, DKIM and DMARC. The finding was specific and fixable, which made the next conversation with iBird Media straightforward.
Codelattice shared the diagnosis with iBird Media so the agency knew the problem sat in its domain settings. Since those settings belong to the domain owner, the two teams agreed how the changes would be made: iBird Media would help on the domain side, and Codelattice would guide what needed to go in. With that agreed, the work could move to implementation.
With iBird Media's help, Codelattice added all three records to the domain: SPF, DKIM and DMARC. Working with the agency meant the changes went in at the right place and in the right order, since DMARC depends on SPF and DKIM being present before it can evaluate anything.
| Record | What it does | Before | After |
|---|---|---|---|
| SPF | Lists the servers that are allowed to send email for the domain | Missing | Added |
| DKIM | Adds a digital signature to each message so receivers can verify it | Missing | Added |
| DMARC | Tells receiving servers what to do with mail that fails SPF or DKIM, and reports back to the domain owner | Missing | Added |
DNS changes take a little while to show up, so Codelattice waited until the new records were reflecting on the domain before testing. It then tested the setup and verified that the original issue was resolved. Codelattice's support runs around the clock, so iBird Media can come back at any point if something changes.
The engagement covered the following for iBird Media:
iBird Media's emails are now reaching inboxes, and the agency is very satisfied with the result. The partnership that began in September 2015 continues.
We are happy with the service Codelattice provided us. Even if it may feel like a less important issue, we were really concerned about the emails getting received in Spam. As the Codelattice support team was experienced in the field, they could identify the issue in no time and could provide us with a solution at a faster pace.
Email problems tend to feel small until a client says they never got your message. Codelattice is an authorized Google Workspace partner India businesses can rely on for those moments, with a 24/7 support team that investigates the cause and stays on until the fix is confirmed.
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