Sometimes your send-outs fail to reach the relevant recipients. Other times your recipients decide they don’t want your messages anymore. There could be several reasons why. Here’s an explanation of the send-out bounces and unsubscriptions that you might run into in Engage.
Email bounces are categorized as either soft or hard:
- A hard bounce indicates that the recipient's email address is faulty and will be blocked from further communication. A blocked address will be displayed in red with a strikeout.
- A soft bounce indicates that there was a temporary issue in delivering the email message to the recipient's address. A soft bounce does not result in a blocked address in Engage.
SMS bounces are categorized as either soft or hard:
- A hard bounce indicates that the recipient number is invalid and will be blocked from further communication. These numbers are displayed in red with a strikeout.
- A soft bounce indicates a temporary issue in delivering the SMS message. Such issues could be caused for example by problems in the mobile phone operator's network, recipient's mobile phone has been switched off for a long period of time, SMS inbox of the recipient's mobile phone is full. A soft bounce does not result in a blocked mobile phone number.
A contact will usually unsubscribe from communication by clicking a link in an email message. An email address or phone number belonging to a un unsubscribed contact will be displayed in black with a strikeout.
An administrator may opt-out or opt-in a contact by checking or unchecking the relevant checkbox on the contact card of the contact. Make sure to always have explicit consent before opting-in an opted-out contact.
Removing a block (hard bounce)
You can manually unblock an address on the contact card. Simply click Remove block below the address field.