Emails and Correspondence
What You'll Learn:
How correspondence tracking works in Uptick
How to view emails for clients, properties, and tasks
How to tag and organize correspondence
Email attachment size limits
Understanding bounced emails
How Correspondence Works
Uptick centralizes all emails related to your business, making it easy to track communication between your team, clients, and contractors.
Automatic archiving: All emails sent through Uptick are automatically saved to the correspondence tab on the related client, property, or contractor record.
Manual archiving: You can also forward external emails to Uptick by adding a BCC to your workspace correspondence email: [workspacename]@emailarchiver.onuptick.com
To link the email to a specific record, include the reference number in the subject line with a space or character separating it from other information in the subject:
Property:
P-12345Task:
T-12345
Note: The manual email archiver does not support property references that contain spaces. If your property reference includes a space, emails will not be archived correctly to that property:
Use hyphens instead: (P-0006) ✓
Use no separator: (P0006) ✓
Avoid spaces: (P 0006) ✗
Viewing Correspondence
For Clients
Go to People > Clients
Select a client
Click the Correspondence tab
For Properties
Go to Properties
Select a property
Click the Correspondence tab
For Tasks
Follow the same steps above, but open a task instead to view task-related emails and dispatches.
Tagging Correspondence
Organize emails by creating custom tags:
Type a tag name in the correspondence tab
Click Create
Tags will appear across all correspondence tabs
Attachment Sizes
Under 15MB: Attachments are included with the email
Over 15MB: A public download link is provided instead
Bounced Emails
When an email sent from Uptick fails to be delivered to the recipient, it is called a "bounce." Uptick will send the bounce notification directly to the original sender's email address, while CC'ing the notification address listed in your business settings, including:
Recipient email address
Bounce reason (Type/Subtype)
Email subject and send time
Links to the related records (Client or Property)
Note: There is currently no way to track the bounced email within Uptick. To verify a bounce, you must check your email inbox or the record's Timeline.
Troubleshooting
1. Understand the Bounce Reason
Bounce Reason are categorised by Type and Subtype and provided in that notification. Perform the necessary actions based on the bounce reason.
Bounce Type | Subtype | Description | Action |
Permanent | General | Hard bounce with no specific reason | Remove email from list |
Permanent | NoEmail | Email address doesn't exist | Verify and update recipient address |
Permanent | Suppressed | Email is on a suppression list | Contact Uptick support |
Transient | General | Temporary issue (e.g., out of office) | Retry later |
Transient | MailboxFull | Recipient's inbox is full | Retry when resolved |
Transient | MessageTooLarge | Email exceeds size limit | Reduce email size |
Transient | ContentRejected | Content blocked by recipient's provider | Modify email content |
Transient | AttachmentRejected | Attachment type or size rejected | Change or remove attachment |
Undetermined | Undetermined | Insufficient information in bounce message | Check bounce email for details |
2. Review the related record in you workspace
If the bounce reasons recommend the action to remove/modify/review email address, retry or modify email content, you will need to locate the relevant object the bounce originated from. Scan the bounce email for any links, references or names of the objects specified. Then, view this object in your workspace and review the Correspondence tab to find entry with bounce (time stamp on the bounce email can help). Depending on the Bounce reasons and the email type, you will want to perform some or all actions below:
Update the Client requirements and/or Property Contacts to ammend the email addresses affected and resend the email if required
Send a new reminder for a quote, including the correct email address, so the automatic reminders are not sent to the original recipients of the quote
Please note: if the bounce email doesn't provide any indication which client, property or record it relates to, please contact Support to help you identify the record, as well as updating your bounce email template to the latest version which usually contains more information.
Common Troubleshooting: Whitelisting Your Uptick Domain
The most common reason for bounce backs is when the recipient's email security system blocks emails sent from Uptick, even though the email address is valid. This is especially common with large organizations, government agencies, and corporate clients.
How to identify this issue: If the same email sent from your personal Outlook or Gmail account is delivered successfully, but bounces when sent through Uptick, the recipient's IT team needs to whitelist your Uptick sending domain.
Solution:
Contact the recipient and ask their IT team to whitelist your Uptick sending address:
no-reply@[yourworkspace].onuptick.com
For your client's IT team - How to whitelist in Outlook:
Click the gear icon and select "View all Outlook settings"
Select "Mail" → "Junk email"
Click "Add" under "Safe senders and domains"
Enter
no-reply@[yourworkspace].onuptick.comClick "Save"
Additional Checks
If you're still experiencing issues after addressing the bounce type:
Check the Correspondence Tab: Navigate to the Client, Property, or Task record and verify the email appears in the Correspondence tab. If it's not there, the email may not have been dispatched from Uptick.
Verify the Email Address: Check for typos in the recipient's Client or Property profile.
Attachment Size: Ensure attachments don't exceed 15MB (Uptick automatically converts larger files to download links).
Need Help? Contact support via the chat icon (?) or email [email protected]
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