Release a quarantined SpamExperts message only after confirming that it is expected and safe for the intended recipient. Releasing one message and permanently allowing its sender are separate decisions.
01 Release the correct item
- Find the message in the correct domain's incoming quarantine.
- Inspect the sender, recipient, timestamp and classification. Verify unusual instructions with the sender through a trusted contact route.
- Select the available Release action for that message. Avoid a bulk release unless every selected item has been reviewed.
- Check the message's subsequent delivery status.
- Ask the recipient to confirm receipt in their mailbox, including its own spam area if necessary.
02 Keep the correction narrow
If this was a classification error, report the original as not spam through the applicable training workflow. Consider a sender exception only after understanding why the message was held. A release should not become a broad bypass for every message using a similar name.
Common questions
Why did release not put the message in Inbox?
The destination mail server or mailbox can apply additional filtering, be unavailable or reject the recipient. Review the delivery status and destination response rather than releasing the same item repeatedly.
Will releasing it send another copy?
Check its current status before repeating the action. Additional releases or redelivery actions can create duplicate business messages.
What if Release is unavailable?
Your role, the message state or the deployment's controls may restrict it. Ask your authorised administrator or our team with the message identifier and reason for release.
For a message containing an invoice or order instruction, tell the recipient that it was released and ask them to verify whether they already received another copy. This helps prevent duplicate processing while the original delivery problem is being corrected.