Banner Troubleshooting

Best Practices

Train users on colors - Show examples of each banner color with real messages from your environment. Focus on yellow (verify) vs. red (don't touch).

Encourage reporting - Enable Quick Action Links so users can report suspicious emails directly from banners.

Verify yellow banners - Many successful phishing attacks had yellow warnings users ignored. Yellow means verify through another channel (phone, Slack), not ignore.

Trust red banners - Red banners rarely false-positive. Don't try to determine legitimacy—report to IT immediately.

Use blue strategically - Add frequent business partners to Known External Sender list to reduce banner fatigue while maintaining security.

Review patterns - If legitimate emails consistently get yellow banners, tune policies or add senders to allow lists.

Common Issues

Legitimate emails get yellow banners repeatedly

Solution: Add sender to allow list or Known External Sender list in Admin Center.

For users: Mark messages as "Safe" or "Not-Spam/Not-Graymail" via "Report This Email" link to maintain personal allow list.

Suspicious emails have no banners

Possible causes:

• Mail not routing through INKY

• Gap in detection

Solution: Verify mail flow configuration. Report message to IT for analysis.

Banners don't display properly

Possible causes:

• Email client compatibility issue

• Rendering bug

Solution: Check email client version. Report rendering issues to INKY support with screenshots.

Too many false positives (first 30 days)

Cause: Learning Mode is active

Solution: Normal behavior. Accuracy improves significantly after Learning Mode completes. Review patterns and tune policies as needed.

Banners appear on forwarded/replied messages

Expected behavior: Banners should be removed automatically when users forward or reply.

If not working: Contact INKY support—this indicates a configuration issue.

Users don't understand threat categories

Solution: Conduct awareness sessions with examples. Add custom context text for frequently misunderstood categories.

Need help? Contact INKY support with specific examples and screenshots.