If an email is in quarantine, be on guard, the spam filter had a reason to put it in there.
Very rarely it gets it wrong. If a good email ends up caught up by the spam filter, it’s called a false positive.
Most often you can release such an email yourself. We strongly encourage you to preview and inspect an email prior to releasing it. You might even want to call a sender to confirm that they really meant to send you this email. In any case, if you are in any doubt, please get in touch with your IT support. It is better to be safe than sorry.
Sometimes the spam filter will not let you release an email, even if you are 100% confident it’s OK. In this case, you would need to speak to your IT support or directly with the spam filter provider. They will further investigate the email and if all is OK, it will be released to you.
When you decide to release an email from quarantine, always think about how you do it.
You usually have three options:
1. Release the email only
2. Whitelist the sender
3. Whitelist the domain
Most of the time you should only release the email. Whitelist the sender only when you trust this sender. You should hardly ever need to whitelist the domain.
Further tips about whitelisting the domain:
- the best advice is to never do it
- never whitelist public email domains like google.com or hotmail.com
- never whitelist emails from your own domain
This will help the spam filter to work for you better.
If an email which you know is spam ends up in your quarantine often, you can blacklist a sender or a domain.
The results of whitelisting and blacklisting senders and domains have a bigger impact, so use these powers with care and caution.
You can read more about email security: