Direct alerts and reminders from the Talos Perform system
Talos Perform sends users various emails including password resets or reminders for actions they should take.
We have added a valid SPF record to our DNS records which should allow through mail from GSuite (eg from our Customer Success team) as well as from the Talos Perform application itself. While we do all we can to ensure delivery, every email system is different and the standards vary. You therefore may need to also take these steps to ensure your employees receive their emails promptly.
We currently use a third party specialist email provider called Sparkpost (www.sparkpost.com) to send mail which means the actual msg_from could be something like xxxxxxxxx@spmailtechnolo.com.
All emails sent to users come from the friendly address of app@appraisd.com - please allowlist this email address too.
We send emails from the following IP addresses:
Please ensure you allowlist these IP addresses as appropriate for your email systems.
Bounces
Hard bounces
A hard bounce indicates a permanent reason an email cannot be delivered. Here are some common reasons an email may hard bounce:
Recipient email address doesn't exist.
Recipient email server has completely blocked delivery.
Denied by firewall or filter - a spam filter may have interpreted the email content as spam; spam filters can be on the recipient's computer, on their company's email firewall.
We use Sparkpost because it can tell Talos Perform when an email we have sent has hard bounced. This usually happens because the user's email address has been entered into Talos Perform incorrectly or because an email address has been added to Talos Perform before it's been activated by your IT team. Without this feature, we'd see many more people unable to log in or receive alerts due to incorrect email addresses. It can mean that the email address has been added to our Sparkpost suppressions list and will need to be removed before they will receive emails.
In the Administration Centre > People tab, you may see a little red envelope next to some profiles. This means that the last email sent to their email address bounced. If you hover over the red envelope, it will tell you when this bounce occurred. Please see our help page on how to remove them from the suppressions list and clear the bounce notification.
Note: You will need Administrator permissions to see if an email has bounced and remove them from the suppressions list.
Soft bounces
Soft bounces typically indicate a temporary delivery issue and are handled differently than hard bounces. They are not added to our suppressions list but will still be flagged with a red envelope warning icon in Talos Perform.
While there are many reasons an email address may soft bounce, these are some common reasons this could happen:
Mailbox is full (over quota).
Mailbox is not configured correctly.
Mailbox is inactive.
Recipient email server is down or offline.
Recipient email server has been sent too many emails during a period of time.
Email message is too large.
Domain name does not exist.
Email message blocked due to content.
Email message does not meet the recipient server’s policies.
Email message does not meet the recipient server’s DMARC requirements for authentication.
Email message does not meet the recipient server’s anti-spam requirements.
Email message does not meet the recipient server’s anti-virus requirements.
Email message does not meet the recipient server’s sender requirements.
Email cannot be relayed between email servers.
Email cannot be relayed for unknown reasons.
We recommend that you allowlist the email addresses and IP addresses listed above to avoid soft bounces.