SAP Knowledge Base Article - Public

3467908 - All outbound emails ending up in SPAM or Quarantine folders.


You notice that all outbound emails sent from Service Cloud end up in SPAM or quarantined folders.


  • SAP Service Cloud Version 2
  • SAP Sales Cloud Version 2

Reproducing the Issue

  1. Navigate to the case work list.
  2. Open any case.
  3. Click on the Send Email button.
  4. Select the From value from the available list.
  5. Add yourself as the receiver.
  6. Add a subject.
  7. Click Send

All outbound emails end up in SPAM or Quarantine folders.


In the email channel configuration, the Mail-From confirmation is missing. You can create your own custom MAIL FROM domain to address issues involving the outbound email delivery of your emails to your spam or quarantined folders. Then, you need to set up a custom MAIL FROM domain for an email channel and configure the TXT (SPF) record and MX record so that your email can receive any auto-replies (bounce and complaint notifications). 



To create a custom MAIL FROM domain, follow the steps:

  1. Go to User Menu Settings.
  2. All Settings. 
  3. Navigate to Emails Channels.
  4. Select an active email channel that you want to create the MAIL FROM domain for or create a new channel.
  5. Click Mail-From and follow the onscreen information.
  6. Click on the Confirm button.

See Also

Support for Custom MAIL FROM Domain


Mail-From, Spam, Quarantine, Quarantined Folder, Bounce, Email Channel,TXT (SPF) record, MX record, SPF, SAP Service Cloud Version 2, SAP Sales Cloud Version 2, SAP Sales and Service Cloud Version 2. , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , How To


SAP Sales Cloud and SAP Service Cloud Version 2 all versions