This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(153.6, 96%, 24%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EAK%3C/text%3E%3C/svg%3E)
Hello Azure Support Team,
I am reaching out again regarding a recurrence of an issue we previously reported, related to the Spam Confidence Level (SCL) scores assigned to emails sent through Azure Communication Services (ACS).
In our previous support case, the issue was resolved after adjustments were made on your side, specifically involving updates to the machine learning model. That resolution successfully reduced the SCL scores and restored normal email deliverability.
However, we are now observing that our emails are once again consistently receiving an SCL score of 5, which increases the likelihood of being flagged as spam and risks affecting our communication with end users.
We kindly ask for your assistance in investigating and resolving this recurring issue. Specifically:
Re-evaluation of ML Model or ACS Configuration: Could you confirm whether any recent changes may have caused the issue to reappear?
Permanent Remediation Measures: Are there steps we can take or configurations we should adopt to prevent this from recurring in the future?
Example Email Available: We can provide an example of a recent message that received an SCL score of 5, if needed.
This issue is critical to ensuring reliable communication with our users, and we appreciate your timely support.
An Azure communication platform for deploying applications across devices and platforms.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(144, 36%, 23%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ESH%3C/text%3E%3C/svg%3E)
Hi @Alexander Kucherenko
The Spam Confidence Level (SCL) score of 5 indicates that the emails are being marked as spam, which can significantly impact deliverability.
It's essential to check for any recent updates or changes in the machine learning model or configurations within Azure Communication Services that might have affected the SCL scoring. Monitoring performance and settings can help identify potential causes.
To prevent this issue from recurring, implement best practices for email delivery, such as maintaining a healthy contact list, monitoring user engagement, and ensuring compliance with email authentication standards. Regularly analyzing email delivery logs can also provide insights into issues affecting your sender reputation.
Providing an example of the email that received an SCL score of 5 can be beneficial for further analysis and troubleshooting.
References:
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(179.20000000000002, 28.000000000000004%, 27%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EGD%3C/text%3E%3C/svg%3E)
We are observing the exact same behavior. Moreover it is a very static scl, without any variation from Gmail. We have absolutely no customizations in our tenant nor enhancements to EOP. This is a generic Microsoft EOP issue, probably a static rule to overcome ML features in EOP in my opinion hence the static results.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(67.2, 91%, 16%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EAK%3C/text%3E%3C/svg%3E)
We have implemented all best practices for email delivery, but still this issue appears.
By some reason I can not create a support request or re-open previous one (the issue was long than 90 days ago).
Could you please check the attached emails and anylyze the issue?
Email header ******@survalyzer.txt
Email header feedback@survalyzer.swiss branded.txt
Thank you!