In general, you can create Allow List entries to prevent emails from being classified as "Spam" or "Infomail". However, an allow list won't bypass all classification reasons. The most common scenario involves SPF check failures.
To bypass this classification reason with an allow list entry, the sender's IP address needs to be whitelisted.
In order to know the sender's IP, you'll need to enable the "Source IP column" in the Email Live Tracking view:
1- Use the highlighted button to display the available columns:
2- Add the "Source-IP" and "Reason" columns:
3- Check the "Reason" column to confirm that the message was quarantined due to an SPF check failure
Once the diagnostic is confirmed, you could decide to add the IP under the "Source IP" column to the Allow List entry. Afterwards, emails coming from this IP will no longer be classified as spam.
For more information about the SPF mechanism and configuration options on our Control Panel, please visit this article.
Important: This article describes a workaround. We recommend to fix the root cause (fixing the sender's SPF record or to send messages from an approved IP) rather than creating an Allow List entry, but we're aware that this isn't always feasible.
Note: Our intention behind asking for the IP instead of the sender's address for SPF failures is to narrow as much as possible the chances for these allow-list entries to cause actual spoofed messages to bypass our filters. Be aware that spammers are constantly searching for domains with SPF issues to exploit them and spoof in behalf of the affected domain.
Tip: While reading the previously mentioned manual's article about SPF, you may discover that we allow to perform SPF checks against the envelope.from, the header.from, or both.
Common sense could say that more protection is better, but it's not the case due to SPF mechanism's nature.
We strongly suggest to perform this check against the envelope.from only, as checking it against the header.from is not RFC compliant, and could create an increase volume of false positive classifications.
In case of doubt, or if you detect a big volume of inbound SPF check failures, please contact your partner for advise.