Ensuring Petboost Emails and Calendar Invitations Arrive

Some email providers filter messages from unfamiliar senders into a spam or junk folder. Google's Gmail and Microsoft's Outlook, Hotmail and Live have anti-spam policies that can keep Petboost emails out of your customers' inboxes, so a customer can miss booking confirmations, appointment reminders, and invoices and receipts. Petboost sends these emails from notifications@petboost.com.au.

The steps below happen in your customer's own email app, not in Petboost. Share them with a customer who is missing your emails.

Calendar invitations

Petboost does not send calendar invitations. Each booking email has an Add to Calendar button instead, and the customer adds the booking to their own calendar. Google Calendar's setting for invitations from unknown senders does not affect Petboost bookings.

Add a booking to a calendar

The customer does this from any booking email.

1. In the email, select Add to Calendar. The booking opens in the pet owner app.
2. Under Choose your calendar, select Apple / Outlook, Google Calendar or Yahoo Calendar.
3. With Apple / Outlook, open the calendar file that downloads.

The calendar gets a copy of the booking, not a live link: "This is not a 2-way sync". If the booking changes, the customer adds it again from the email about the change.

Google (Gmail)

Add Petboost to Google Contacts

Adding the sender as a contact is the quickest fix.

1. Go to contacts.google.com.
2. Select Create contact.
3. Enter the email address notifications@petboost.com.au.
4. Save the contact.

Once it is saved, Google treats emails from that address as coming from a known sender.

Stop Gmail filtering Petboost to spam

If Petboost emails are landing in spam:

1. Open Gmail.
2. Check the Spam folder for Petboost emails.
3. If you find one, open it and select Report not spam, or Not spam. This teaches Gmail that Petboost emails are wanted.

To stop it happening again, create a filter:

1. In Gmail, select the search options icon, on the right of the search bar.
2. In the From field, enter @petboost.com.au.
3. Select Create filter.
4. Tick Never send it to Spam.
5. Select Create filter.

Microsoft (Outlook.com, Hotmail, Live)

Outlook.com, Hotmail and Live can move messages from unfamiliar senders to the Junk Email folder, so Petboost booking confirmations, reminders and invoices go unseen.

Add Petboost to safe senders on the web

1. Go to Outlook.com and sign in.
2. Select the gear icon at the top, then View all Outlook settings.
3. Select Mail, then Junk email.
4. Under Safe senders and domains, select + Add.
5. Type petboost.com.au and press Enter.
6. Select Save.

Emails from any @petboost.com.au address then arrive in the inbox.

Add Petboost to safe senders in new Outlook for Windows

1. Select the gear icon, for Settings.
2. Select Mail, then Junk email.
3. Scroll down to Senders, then select the Safe senders and domains tab.
4. Select + Add safe sender.
5. Enter petboost.com.au.
6. Select OK, then Save.

Add Petboost to safe senders in classic Outlook for Windows

1. Go to the Home tab.
2. Select Junk in the ribbon, then Junk E-mail Options.
3. Select the Safe Senders tab.
4. Select Add.
5. Enter petboost.com.au.
6. Select OK to save.

Add Petboost to safe domains in Outlook for Mac

1. Go to Tools, then Junk E-mail Protection, or Preferences, then Junk E-mail.
2. Select the Safe Domains tab.
3. Select + to add.
4. Enter petboost.com.au.
5. Close the window to save.

Rescue emails from Junk

If Petboost emails are already in the Junk folder:

1. Open the Junk Email folder.
2. Find an email from @petboost.com.au.
3. Right-click it and select Not junk, or Mark as not junk.
4. When asked, tick Always trust email from petboost.com.au.
5. Select OK.

Apple Mail (iCloud, iPhone, iPad, Mac)

If Apple Mail moves Petboost emails to Junk:

On iPhone or iPad

1. Open the Mail app.
2. Go to the Junk folder.
3. Find a Petboost email and open it.
4. Tap the sender's name or email address at the top.
5. Tap Move to Inbox.

On a Mac

1. Open Mail.
2. Go to the Junk folder.
3. Select a Petboost email.
4. Select Not Junk in the banner at the top of the message.
5. Optional: add notifications@petboost.com.au to Contacts to stop it happening again.

What to tell your customers

When a customer says they are missing booking confirmations or reminders, send them this. Copy it and fill in the names:

Quick reference

Why this happens

Email providers filter unfamiliar senders to protect their users from spam and phishing. Microsoft's Outlook and Hotmail services route emails from unfamiliar senders to the Junk folder, and Gmail files some of them as spam. These are sensible security measures, but they can also catch genuine business emails such as appointment reminders and booking confirmations. When your customers add petboost.com.au to their safe senders or contacts, Petboost emails reach their inbox.

Related articles

• Communications FAQ: common questions about notifications and messaging
• Pet Owner Communications: the messages customers receive
• Customer Journey Overview: the full communication lifecycle
• Settings: Notifications: notification preferences

Need help? Select Get Help in the header to chat with our team, or call 1800 291 005.