Make sense of missing property and client emails.
Your negotiator can send an email successfully while a property match or viewing message from the CRM goes missing. Neotiqa investigates the routes behind your agency’s email, so your team and IT provider know what to check and who needs to act.
- How can Neotiqa help with an estate agency’s email?
- We investigate delivery problems across staff mailboxes and the property applications that send on your behalf. The starting point is a scoped, read-only assessment of sending routes, authentication and message evidence. Your agency receives findings and next actions, with implementation agreed separately.
A property CRM and a staff mailbox can take different routes.
The name a buyer or landlord sees does not tell you which service sent the message. A personal reply may leave Microsoft 365, while a property alert is generated and sent by a third-party platform. Each route needs evidence of its own.
For example, Alto documents its use of SendGrid to send agency email (opens in a new tab) and asks customers to check their sending configuration. That is a concrete reason to map CRM sending separately from ordinary Outlook mail. It is not evidence that Alto is the cause of a particular agency’s problem.
Before editing DNS, establish the platform’s current requirements, the domains actually used and the result on a received message. Copying an SPF value from an old article without checking the existing record can create another problem.
Bring the relevant people together
- The person who owns the CRM configuration
- Your IT provider or mail administrator
- A branch contact who can describe the symptom
- The platform support contact where needed
Locate the failure before resending everything.
| What the team sees | What to establish first | Useful evidence |
|---|---|---|
| A property match never arrives | Did the CRM select the contact and generate the message? | Matching criteria, contact status, suppression and sending logs |
| A viewing confirmation lands in junk | Which route sent it and what did the recipient filter? | A supplied original message, authentication and platform delivery status |
| One branch has more problems | Do its mailbox, domain, template or links differ? | Comparable examples from affected and unaffected branches |
| Replies to landlords arrive but campaign emails do not | Are these different message types and providers? | Mailing-platform setup, audience history and recipient feedback |
Property alerts and one-to-one correspondence need separate attention.
A property alert to an old applicant list presents different questions from a reply to someone who has just requested a viewing. Check list age, current matching preferences, duplicate contacts and exclusions alongside the technical setup. Email-address checking alone cannot establish whether someone is still looking for a property.
Repeatedly resending the same campaign or moving it through negotiators’ everyday mailboxes is not a diagnosis. Review the platform evidence first, then agree a controlled comparison with suitable test recipients. Keep necessary client correspondence and bulk marketing distinct.
If the issue began after a CRM migration, a branch-domain change or a new email template, record the date and compare the routes before and after it. The change is a useful lead to investigate, not proof of the cause.
Get a handover your agency can use.
An agreed assessment sets out the affected routes, supporting evidence, prioritised recommendations and who owns each next step. Your IT provider may own mailbox or DNS changes, while your CRM supplier owns a platform-side issue. We make that distinction explicit.
You work directly with Peter Black. We agree the systems, evidence, access and fee before starting, then scope any implementation or follow-up verification separately. Neotiqa provides email-deliverability support alongside your existing suppliers.
Useful reading for your agency
Delivered does not always mean in the inbox
Understand what a platform’s delivery status establishes and what it leaves unanswered.
Read the delivery-status guideInvestigating missing business email
See how a scoped assessment brings mailbox, application and recipient evidence together.
Explore deliverability supportQuestions from estate and letting agencies
Why do property alerts go to spam when Outlook emails arrive?
The CRM may use a different sender, provider and template from Outlook. Authentication, links, audience history and recipient filtering can also differ. Investigate the property-alert route directly instead of assuming the whole agency domain is either healthy or blocked.
Can you help with emails sent from Alto or another property CRM?
We can scope an email-delivery investigation around the evidence and access available from your platform. We work with your IT team and, where needed, the software supplier. Platform-specific changes depend on supported settings and are agreed separately.
Will adding an SPF record solve the problem?
Not necessarily. The correct configuration depends on how the platform sends, and a passing authentication result does not guarantee inbox placement. An administrator should review the existing records and actual message evidence before making a change.
Can you cover multiple branches?
Yes. We agree which branches, domains, mailboxes and applications are in scope, then compare their sending routes. A branch with a different setup may need its own checks rather than the same change applied everywhere.
Do you need applicant, tenant or landlord records?
Describe the symptom and platforms first. We agree the minimum evidence required and how it will be shared. Do not upload applicant details, tenancy documents, identity documents or credentials through the public enquiry form.
Last reviewed 3 November 2026. Service descriptions are general. Every engagement has a written scope.
Are clients missing emails from your agency?
Tell us whether the problem affects property alerts, viewing messages or everyday correspondence, and which system sends them.