Email generation in Fideltour:

From Fideltour, the email is configured and generated, including:

• Sender and recipient information.
• Message content.
• Authentication headers (SPF, DKIM, DMARC). Once ready, the email is sent to Amazon Simple Email Service (SES) for delivery.

Amazon SES processes the sending:

AWS SES takes the email and validates it, ensuring that it complies with the necessary configurations (sender authentication, etc.). SES tries to deliver the email to the recipient's server using the SMTP protocol. It is at this moment when, if AWS manages to have the email perceived by the recipient's server, it informs Fideltour and this is when we register that this email has been "delivered" since this is as far as we can go with tracking information provided by the recipient's server.

Delivery to the recipient's server:

AWS SES connects to the recipient's mail server (Gmail, Outlook, or own server). During this connection: The recipient server verifies the validity of the email (SPF, DKIM, domain reputation). If everything is correct, the recipient server accepts the email to be stored in the contact's inbox (or spam folder, according to their rules).

Confirmation of delivery status to Fideltour:

Once the recipient's server accepts or rejects the email, AWS SES automatically informs Fideltour about the sending status through a mechanism called Delivery Status Notifications (DSN). This information is what we put in the contact's information as to whether the email has been delivered or not.

• Email successfully delivered: If the recipient's server confirms that the email was accepted, this information is recorded in the Fideltour CRM as "delivered".
• Email rejected (bounce): If the server rejects the email (for example, because the address does not exist), this information is also recorded in the CRM with the reason for the rejection.
• Delivered but not in the contact's inbox.

At this point, several factors come into play, especially when it is an email that comes from an external IP such as Fideltour and tries to send to the same domain as it would be in this case. AWS would inform us that this email has been delivered to the recipient's server but the recipient's server would not complete the sending due to internal firewalls. This has happened to us several times, especially with accounts of the same company where, due to firewall policies and protection of phishing emails, these emails are rejected at the beginning.