- Error Message: You might see a technical-looking error message, such as "unable to get mx info: failed to get IPs from PTR record: lookup nil unrecognised address".
- What it means: There is a problem with the recipient's email address. RiTA was unable to verify that the email address is valid and can receive mail.
- How to fix it: Carefully check the contact's email address for any typos (e.g., name@gmial.com instead of name@gmail.com, a missing @ symbol, or incorrect spacing). You can correct this by updating the contact's details directly in RiTA or your CRM.
- Error Message: "Unauthenticated email from [@youragencydomain.com] is not accepted due to domain's DMARC policy."
- What it means: This error is related to an email security standard called DMARC. It's designed to protect your agency's domain from being used for spam. The error means that the recipient's email server checked your domain's DMARC policy and found that RiTA is not yet an authorised sender for your domain.
- How to fix it: The RiTA administrator at your agency needs to contact our support team. We will provide specific DMARC records that need to be added to your agency's domain settings by your IT administrator or domain provider. This authorises RiTA to send emails on your behalf.
- What it means: Your email or SMS template might be trying to include specific information about a listing (like an inspection time or price) using a merge field. If that information is missing from the listing in your CRM, the automation can fail because it doesn't have the data it needs to send.
- How to fix it: Review the automation's template to see what information it's trying to include. Then, check the corresponding contact and listing in your CRM to make sure all the necessary fields are filled out. Once your CRM is updated, the new information will sync to RiTA. If you have completed the fields and are still encountering errors, please contact our support team.
- Other related articles:
Lead automations allow your customers to receive a response to their enquiries in a timely manner, even when you and your team are busy.
Occasionally, a lead automation might fail and you will receive a Lead Automation Fail task in your inbox.
This article will guide you through some common causes for lead automation failures and how to resolve them.
Incorrect recipient email address
Email authentication failures (DMARC Policy)
Missing information (Merge field errors)
If you have checked these common issues and are still experiencing problems, please contact our support team at customercare@cotality.com.