Dynamics Community Forum Thread Details

Sequence emails triggering outbound spam block in exchange

We have an issue and it seems like something that any large enterprise would run into that uses a CRM with a shared email queue to manage customer interactions with template emails and tracking.

Question

How do we avoid microsoft exchange/defender tagging our outbound crm template emails as spam and block our email accounts?

Background

We are using CRM dynamics and use sequences and email templates with email open and link click tracking enabled from a shared email queue to interact and manage customer comms.

The logic and sending is working great.

Issue

The issue is that microsoft exchange is flagging email accounts as outbound spam sender and blocking the account from sending.

When the email fails a bounce email is received into the inbox (see below)

There has never been more than 100 emails sent in a day and we have no issues in spam reputation.

Outbound spam blocks have occurred at volumes of 15 emails in a day.

When the email account is blocked it is sometimes visible in the restricted entities https://security.microsoft.com/restrictedentities and we can unblock it but it takes about an hr.

Sometimes it appears to unblock itself after a few hrs/days.

What have we tried:

Email DNS mx spf and DKIM have been setup from the beginning.
Modifying the outbound spam filter thresholds and setting it to alert not block
Setting the transport rule to mark all email from the shared email to be not spam
We have raised a ticket with microsoft but it we don't seem to be getting anywhere