Contact not getting Matrix emails

Generally when a Contact complains that they are not getting Matrix emails, it is because their mail program is filtering out the emails as spam or junk. A good indication is when the agent is set up to get a carbon copy of the email and they have no problem getting their copy, but the Contact does not get theirs. This proves that the email is going out properly and that the issue is at the Contact's end- usually a mail filter or setting.

Reach out to the Contact and ask them to look at their Spam/Junk/Bulk folder. If they see a Matrix email in there, they should be able to select it and then tell their mail program that the message is not spam, or make the sender a trusted sender. That way, all Matrix emails from that point forward will end up in their Inbox, rather than being filtered out so they don't see it.

Here are instructions on adding Matrix to the allowed list so it will be a trusted sender in your email program.