There are several different statuses displayed under the 'Messages' tab on each contact card. These explain the delivery status for each email and SMS message you have sent to the contact. In this guide you will learn the terms so that you can keep track of the messages you have sent.
Email messages
The message is delivered to the recipient's mail server.
The message is delivered to the recipient's mail server and the message has been opened. Recipients that have automatic downloads of images in email will get the status Delivered (Opened).
A soft bounce is an email message that gets as far as the recipient’s mail server but is bounced back before it gets to the intended recipient. A soft bounce might occur because the recipient’s inbox is full or the mail server is down.
Multiple soft bounces on a contact, from different send-outs, will not lead to de-activation of the email address. Thus, a Soft Bounce is a temporary bounce for a particular send-out. Engage will send to these addresses the next time a send-out is made.
A hard bounce is an email message that has been returned to the sender because the recipient’s address is invalid. A hard bounce might occur because the domain name doesn’t exist or because the recipient is unknown.
One hard bounce on a contact will lead to de-activation of the email address. The email address of the contact is presented in red, overlaid with a red line. You can manually unblock the email address on the contact card.
In the message status tab on contact cards, a Soft Bounce may also be presented as Blocked. In the statistic overview for a specific send-out, all types of Soft Bounces (including Blocked) are presented as Soft Bounces.
The recipient's domain has put the message temporarily on hold. Engage will continue the attempt to deliver during a time span of 72 hours. If the message is not allowed through to the recipient during this time frame, the status “Soft Bounce” will be set for the message.
No delivery status has been sent to Engage yet. One common reason for this status is that the receiving domain is not set up properly for status responses. This is more likely true for smaller ISPs* and business domains.
We have not been able to deliver the message within 72 hours.
The intended recipient has not received the email message because he/she is included in a control group.
*ISP = Internet Service Provider or Inbox Service Provider. In this case, we use ISP as a collective term for the companies providing the email services i.e. Gmail Outlook Live and Yahoo.
SMS messages
The message has been delivered to the recipient.
The message has not been delivered or validity expired.
A soft bounce might occur because of temporary delivery issues (if there is a problem with the operator's network, the mobile phone is disconnected, or the inbox is full etc). If the operator, after multiple tries, is unable to deliver, we will receive a message of failed delivery. Soft bounces on a contact will not lead to blocking the mobile phone number.
A hard bounce is an SMS message that has been returned to the sender because the mobile number is invalid. One hard bounce on a contact will lead to blocking the mobile number. The mobile number of the contact is presented red, overlaid with a red line.
You can manually unblock the email address on the contact card.
The SMS message could not be delivered for unknown reasons.
We have not been able to deliver the message within 48 hours.
The intended recipient has not received the SMS message because he/she is included in a control group.
Message routed by several parties—no delivery status available.
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