Problem

Email notifications from Everbridge are incorrectly being sent to the 'Archive' folder instead of the 'Inbox' folder.

Root Cause

The underlying cause of this issue is often a conflict with your email threat protection service, such as Mimecast. This conflict arises when the service incorrectly identifies emails from Everbridge as potential threats. This misidentification is typically due to the domain's SPF (Sender Policy Framework) record not being properly configured to include Everbridge's servers as authorized senders.

Solution

1. Coordinate with your email team or directly with your email threat protection service provider.

2. Request a review of your domain's SPF record to ensure it is correctly configured. The SPF record should explicitly allow emails from Everbridge's servers.

3. Once the SPF record has been updated, monitor incoming Everbridge notifications to confirm they are being delivered to the 'Inbox'.

Ensuring your SPF record is correctly configured not only resolves this issue but also enhances your overall email security by accurately identifying and authorizing legitimate senders.

Workaround

Create an email rule in your inbox to automatically move emails from Everbridge's email address or domain directly to your Inbox, bypassing the 'Archive' folder.