A Pre-Launch Guide for Administrators.
To ensure a smooth and successful survey launch, it's crucial that all staff receive their invitation emails directly to their inbox. Taking a few proactive steps before your launch date can prevent invitations from being marked as spam or junk, ensuring maximum participation.
This guide outlines the essential technical steps you must take by collaborating with your IT department.
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Action Required: Whitelist Our Sending Details
Email systems have filters to protect against unwanted mail. To ensure your system recognises our survey invitations as safe and important, you need to ask your IT department to add our details to your 'safe senders list', also known as whitelisting.
Prior to the survey launch date, please send the following request to your IT department or technical support contact. You can copy and paste the message below.
Subject: Important: Please Whitelist Details for Staff Survey
We are preparing to launch an important staff survey. To ensure all email invitations are delivered successfully to staff inboxes, please add the following email addresses and IP address to our organisation's safe senders list (whitelist).
Email Addresses to Whitelist:
admin@welbee.co.uksurvey@welbee.co.uktoolkit@welbee.co.uk
IP Address to Whitelist:
159.183.233.5
Additional Sending Information:
Invitations are sent using the Amazon Web Services (AWS) Simple Email Service, specifically from the eu-west-1.amazonses.com server.
Completing this whitelisting will prevent deliverability issues and ensure staff can participate. Please let me know once this has been taken care of.
Thank you.
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Troubleshooting: If Staff Don't Receive Their Invitation
Even with whitelisting, individual settings or other filters can occasionally misdirect an email. If a staff member reports not receiving their invitation on launch day, please follow these steps in order:
Check Junk/Spam: Instruct the staff member to thoroughly check their junk or spam folder for the email invitation.
Wait for a Reminder: If the invitation is not found, ask them to wait for the automatic reminder emails. Reminders are sent on Days 3, 7, 9 and 12 of the survey period. These reminders often resolve any initial delivery issues.
Contact Support: If the staff member does not receive the reminder emails either, please ask them to report the issue directly to our team at support@welbee.co.uk for technical assistance.