Inconsistent spam confidence level

Question

We provide a service that can notify citizens within an area via phone call, text, or email. One customer ran a campaign that included email messages to two recipients within their own organization. Both of these recipients receive email through Outlook. One received the email message, the Spam Confidence Score (SCL) was 1, so it was not quarantined as spam. The other recipient received the same identical email message, and the SCL was 5, so it went into the spam quarantine. It seems like the problem would similarly exist with email to John and Jane Public and interfere with government communications. The messages come from our mail server. Allow-listing our server is not a great idea since the allow-listing supposedly can be faked, but we're more conerned our server's IP may change. What could remedy this inconsistent spam scoring?

I tried Outlook support twice but I was dismissed with canned replies that show no evidence of our support request information having been read.

***Moved from Outlook/Outlook.com/Email***

Answer 1

Any prospect of an update on this any time soon?

Answer 2

Hi ellettrads,

Thanks for getting back. I apologize for the late response.

Since you have an business license on Microsoft 365, I will move this thread to the business category. In this way, the experts who support products with business licenses will be able to provide more information on how to resolve the issue. As much as I'd love to help, it's beyond my expertise as I've only been trained on personal accounts/licenses. We want you to get the answers you need to solve your problems. Please wait for the next expert to answer your question.

Sincerely,

ReynaldoB

M365 Consumer Forum Moderator

Microsoft Community

Answer 3

Thanks for your response.

Email address w/ issues:

***Removed info for security***@fairfieldcountyohio.gov

***Removed info for security***@fairfielddd.com

How access email:

Sender: Automated email sent from a Postfix mail server. 

Recipient says: "Our exchange environment is cloud, Microsoft365" 

License for Office 365:

I will request the exact version from them. 

Ref numbers:

[https://support.microsoft.com/en-us/supportrequestform](https://support.microsoft.com/en-us/supportrequestform) 

Support request number: SR1536445995

Support request number: SR1536896828

***Personal information deleted by the moderator. Please see the*Microsoft Community Frequently Asked Questions*for more information on how you can protect your privacy. ***

Answer 4

Hi ellettrads,

We have noticed that you have not responded to our last message. We would like to know whether the issue you have raised with us is still ongoing? If yes, please let us know so that we can continue our conversation.  

Sincerely,

ReynaldoB

M365 Consumer Forum Moderator

Microsoft Community

Answer 5

Hello ellettrads

Greetings!

Thank you for publishing to the Microsoft Community. We'd be happy to help.

Based on your description, you have a concern regarding with your email that has inconsistent spam confidence score. There are number of possible reasons why this is happening to your email. It might be that your email still has a low reputation. Let’s work together in finding the best solution to this issue.

For me to better understand the issue, I’d like to ask a few questions:

• What specific email address you are having issues with? Just provide us the domain if it is on @outlook.com, @hotmail.com, @live.com, @msn.com or something else?
• How do you access your email when sending and receiving emails? Is it through the Outlook mail application or on the Web browser?
• Do you have a license on Office 365? If yes, can you tell us the exact version name of your Office suite? Is it Microsoft 365 Family/Personal or for Business?
• You mentioned that you contacted the Outlook support twice, I would like to ask for the reference number for the case?

I look forward to your response.

Sincerely,

ReynaldoB

M365 Consumer Forum Moderator

Microsoft Community