Message Review Notifications: Why Did We Change It?

Description

For years, users have received a Daily Email Security Report from Mailprotector. It worked well, but there were a lot of limitations. So with the new console, we focused on making these reports more flexible, informative, and safer to use. We call these new reports, “Message Reviews Notifications." User feedback has been overwhelmingly positive, but a few people have expressed that they prefer the old reports. The following talking points may provide helpful guidance to educate users and help them understand the benefits they get from the new Message Reviews.

The Message Review Notification (New)

With the message review, we've looked at how we can take steps to improve security while allowing for more flexibility, customization, and data visibility. Sure, you no longer get a list of your held mail in your inbox, but that same tap or click you used to start the message release process can take you to your list of held mail. Once users adjust to this minor difference, they'll love the way the new Message Review allows them to manage their quarantined email more intelligently.

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How Is This Better?

A More Informative Message List

The message list still shows the subject and who the email is from, but also provides additional details that allow users to discern whether or not a message is safe quickly.

  • A Message Quality indicator provides more context around scoring.
  • True "one-click" release of any messages in the list.
  • The new spoof alert reminds users to be careful of the content.
  • Full message preview of the email to help make a more informed delivery decision.

Flexible Notifications

Notifications are no longer restricted to just two per day, and with no subject lines confusing secondary filters, deliverability is far more dependable.

  • Users can receive a notification every hour, once per day, and any interval in between.
  • Interval setting is editable on a per-user basis at the bottom of any Message Review.
  • The default interval is every 3 hours between 8:00 AM and 5:00 PM if new messages exist.
  • No more worries about the notification getting filtered by secondary systems.

Secure Message Previews

With message previews, users no longer have to guess if an email is legitimate based on the sending address and subject alone.

  • Get a full preview of messages in a secure, web-based format that protects the single user and everyone else on their network.
  • No need to deliver the email before deciding if it is genuinely safe.
  • Easily add and remove addresses to the Allow and Block lists from the preview.

Analytical Details

The new analytics make spam much easier to identify.

  • Scoring explanations make it easier to understand why an email was held for review.
  • Geolocation map showing where an email came from.
  • A delivery timeline shows chronological hops along the delivery path and highlights the point at which any delay might have occurred.

Platform Agnostic

The new Message Review system feels like an app, but because it's browser-based, you'll get a consistent, full-featured user experience on any modern device or computer.

  • Notifications give users the same powerful set of features on any device.
  • The review list is optimized to be intuitive and easy to use with a touch screen or mouse.

The Daily Email Security Report (Old)

The Security Report served a great purpose for many years. It informed a user of the emails held in the quarantine, allowing them to release any that were falsely identified as spam.

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The Good

A Summary in the Inbox

Users liked seeing a list of the emails in their quarantine based on the type and sorted by most likely to be a false positive.

Release Button in the Inbox

It was convenient to click on the Release button to send the email to their inbox.

The Bad

Multiple Steps Required to Release a Message

Releasing a message took more than one click in the browser. The release action would open a web browser to confirm the delivery and then ask if the user wanted to add the From address to their Allow list. Then, if there were more messages to review, they would have to go back to the Security Report email in their email client and repeat the process for any other messages they wanted to release.

Inflexible Delivery Scheduling

Users had the option to receive their Daily Email Security Report up to two times per day. But for many people, that didn't seem to be enough. Due to backend systems limitations, we were unable to make this a setting users could personalize.

The Ugly

No Content Preview

Some users would be unsure about an email since all they saw was who it was from and the subject line. Nothing indicated the quality of the message, and it could not be previewed before making a decision.

Secondary Filters Held Reports Because of the Words They Contained

The old Security Report included the subject line of held mail, and it was often very "spammy." Secondary systems would filter the Reports down the line, and some users would find that they didn't receive their Security Reports because their secondary filters had caught them. The user was frustrated, the partner was frustrated, and our team was frustrated that we could not ensure consistent Reports in some circumstances.

Delivery of Malicious Messages that "Looked" Legit

Most concerning, a malicious email which "looked" legitimate (based on the subject and sender address) could easily be released from the Security Report. Since the only way to preview the message was to download and open it on their device, the user would release and open the email, not knowing more about the message, and the damage would be done.

Want to Learn More?

For complete descriptions of the user experience, please visit the Message Review Notification section from the End-User Experience category in the Help Center.

 

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