Gmail 'Promotions' tab

James Allen's Avatar

James Allen

23 May, 2014 12:10 PM


We've had a few people say that our support responses (via Tender) are ending up in their Promotions tab in Gmail, or filtered into an 'automated' category by other software, and so our response is missed. We've also had people complain about us not getting back to them, when in fact we have but they have missed it for the same reason. I've done a bit of testing, and sure enough our responses end up in the 'Promotions' tab. I feel like a lot of our replies are being missed because of this (important questions go seemingly unanswered until the customer follows up again).

I understand that what Gmail does with mail is not under your control, but I wondered if you had any suggestions, or settings we could tweak to help? If nothing else I'd like to draw your attention to it, since it's a significant issue if using a platform like Tender means that our replies are missed by our customers. It defeats the whole point!


  1. 1 Posted by Julien on 23 May, 2014 04:06 PM

    Julien's Avatar

    Hey James,

    Let me play with it a bit to see what we can do.

  2. 2 Posted by James Allen on 23 May, 2014 04:17 PM

    James Allen's Avatar

    Great, thanks for looking into it.


    (typed with my thumbs - sorry for any mistakes)

  3. Julien closed this discussion on 06 Aug, 2014 12:57 AM.

  4. James Allen re-opened this discussion on 08 Feb, 2015 04:26 PM

  5. 3 Posted by James Allen on 08 Feb, 2015 04:26 PM

    James Allen's Avatar

    Hi Julien/Tender Team,

    Did you ever get anywhere with this? I feel like a fair number of our
    customers are missing our return emails, although it's hard to put a figure
    on. Do you have any experience/thoughts about this?


  6. Support Staff 4 Posted by Courtenay on 08 Feb, 2015 05:57 PM

    Courtenay's Avatar

    You might try to change some of the wording in the email template itself. Sometimes it triggers on things like "unsubscribe" links and it's not always self-consistent. Unfortunately this is a problem for any helpdesk. We did recently switch away from our previous mail host (who sends billions of emails) to our own servers to try and combat the issue but the gmail heuristics are pretty complex.

  7. brandi closed this discussion on 10 Feb, 2015 06:58 PM.

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