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A trusted email was quarantined

If an email from a sender you know is quarantined, you move it to the inbox in a single step. SmartMail learns this correction and takes it into account for similar emails. If the same sender is quarantined frequently, the domain can be added to the allowlist.

  • User with quarantine permission in the mailbox
  • Administrator

A trusted email was quarantined: what should be done?

If an email from a sender you know is quarantined, you move it to the inbox in a single step. Who can do this: A user with quarantine permission in the mailbox; Administrator. SmartMail learns this correction and takes it into account for similar emails. If the same sender is quarantined frequently, the domain can be added to the allowlist.

Verified organizationsEmails from an organization whose domain identity is authenticated (DMARC or SPF + DKIM aligned) and that you have corresponded with before are not quarantined because of content predictions. Genuine danger signs such as a lookalike domain or a dangerous attachment override this exemption. Emails with a "Replies go to a different address" warning, and emails from senders you have not corresponded with before and whose identity cannot be authenticated (DMARC, DKIM or SPF failed), are quarantined no matter how convincing the content is. Exception: if the email originated from the verified organization's own server that you have corresponded with before (for example, an invoice notification from a group company), the authentication failure is not considered a reason for quarantine and AI reviews the content. For senders writing from a free email account but whose identity is authenticated (for example, a prospect requesting a quote), the content determines the decision.

What to do

  1. Open the email in the Quarantine folder and click the badge to read why it was quarantined.

  2. Click Release from quarantine. If there are no other emails from the same domain in quarantine, the email is moved to the inbox immediately; if there are other emails, in the window that opens click Only this email for just this email 1.

  3. If you want emails from this domain never to be quarantined, select Add this domain to the allowlist in the window and click Apply 2. If the window did not open, your administrator can allowlist the domain from Sender rules.

  4. If many trusted emails are being quarantined, your administrator can lower the quarantine threshold.

Remove from quarantine window: only this email, also remove other emails and add the domain to the whitelist options
  1. 1Only this email
  2. 2Domain trust
Remove from quarantine window, with demo data.
CautionThe allowlist applies to the whole organization. Make sure the sender really is someone you know; scammers impersonate familiar organizations.

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