Ensuring that your emails reach recipients' inboxes and protecting your domain's reputation are priorities on our platform. Before being sent, email templates undergo quality, syntax, and security checks to ensure they comply with industry standards.

When a template is Rejected, it means that some aspect of its structure, links, or content needs to be adjusted before it can be approved.

Main Reasons for Rejection and How to Fix Them

1. Variable Formatting and Headers

Personalization variables must follow the system's formatting standards to work correctly when the email is sent.

• Best Practices:

  • Use only letters, numbers, and underscores when naming variables.

  • Keep headers short, clear, and free of excessive characters.

• Recommended Example:

  Hello, {{customer_name}}! Your order no. {{order_number}} has been updated.

• What to Avoid:

  Variables containing special symbols and irregular line breaks, as well as excessively long headers.

2. Inaccessible or Private Links and Media

If your email contains attachments, images, or logos, they must be hosted on publicly accessible servers.

• Best Practices:

  • Host images and files at public URLs that support HTTPS.

  • Test whether links open correctly in an incognito browser window.

• Recommended Example:

  https://yourcompany.com/assets/logo.png

• What to Avoid:

  Links pointing to private Google Drive or OneDrive folders without public access permissions, expired links, or generic URL shorteners that hide the actual destination.

3. Transparent Communication and Relevant Content

Email systems and recipient providers evaluate the clarity and authenticity of messages. Messages with confusing or overly promotional patterns may be held for preventive review.

• Best Practices:

  • Ensure the subject line and email body align with the purpose of your communication (e.g., invoices, account updates, and transactional notifications).

  • Make sure your company's identity is clearly visible in the text and links.

  • Use a professional tone and grammar appropriate for your audience.

• Recommended Example:

  Subject: Your October invoice is available

  Body: Hello, {{name}}. Your invoice for October is now available for review on our portal.

• What to Avoid:

  • Excessive use of ALL CAPS in the subject line or email body.

  • Exaggerated promises, out-of-context urgency, or excessive punctuation (e.g., CLAIM YOUR REWARD NOW!!!!!).

  • Discrepancies between the sender's domain and the brand name mentioned in the email.

4. Sender Configuration (Sender ID)

To send email templates, the sending credentials registered in the system must be active and properly associated with your account.

• How to Fix It:

  Check the settings to ensure that the sender email address (Sender ID) selected in the template is active and verified.

Step-by-Step Guide to Fixing a Rejected Template

1. Access the Template List: In the Zenvia Customer Cloud dashboard, locate the template marked as Rejected.

2. Review the Content and Links:

   • Check that all links point to official domains and are working correctly.

   • Confirm that variable names follow the correct format.

   • Revise any wording that may sound ambiguous or overly promotional.

3. Save and Resubmit: Edit the template with the necessary changes and submit it again for validation.