When Aimbase gets a hard bounced response back from a client's email service, it stops attempting to send to the email address. This is done in an effort to protect the sending reputation of the email domain on our end.
Most often, this built-in response impacts dealer notifications and/or any manufacturer-level notifications that could be going out. It does impact consumer emails as well, but we do not typically get questions about those from the manufacturer.
In this document we'll look at how to address the issue and where you can go to resolve it for the client.
Determining if Email Suppression is Happening
The typical question a client submits will say something about they are no longer receiving X email notification, or they submitted Y form but didn't the contact associated to a lead or form didn't get an email. When this is the question, you'll want to utilize the Subscribers grid in Aimbase to confirm.
The Subscribers grid will continue to display when Aimbase should have sent a notification to a contact. But it will not be counted as delivered, instead it will displayed as Skipped-Bounced. The best way to locate when a subscriber became undeliverable and what the reason for the transition was is to isolate the grid to that person's email address. To do this, search for their email address, and clear all other data from the filters.
In the screenshot below, you'll notice that emails were being delivered to the subscriber until 10/4/2020. On that date, his first Failure occurs and after emails to him are Skipped.
When you click into his record, you'll notice an Events section. That portion of the page will help you understand the actions that occurred relating to the email after it left Aimbase. In this example, the email was sent, and Gmail returned a message that the email address no longer exists. There are many different responses that Aimbase could get back from various email providers that cause a failure to happen. Some other examples could be that an inbox is full, inadequate storage was available or the domain is no longer available.
IMPORTANT: If the client plans to continue using the email address that had bounced, you'll want to be sure to let them know that the issue could continue if the root cause of the bounce isn't resolved on their side.
Determining Where to Resolve the Suppression
Email suppression is typically managed in two possible places: Mailgun and the Audience grid within Aimbase. If the email address is being suppressed within Mailgun, then you'll have to resolve the issue in both places. If the email address doesn't appear within the Mailgun suppression list, then you only need to resolve the issue from the Audience grid within the client's install.
Removing Addresses From Mailgun Suppression Lists
1. Login to Mailgun: https://login.mailgun.com/login/
2. Expand the Sending section in the left navigation, and click Suppressions.
3. Search for the domain that Aimbase is using to send the notification that is bouncing for the email address. You can easily determine this by looking at the Domain column on the Subscribers grid from when you confirmed that the email was being bounced.
4. Search for the email address being skipped in the second search field.
5. Click the trash can next to the email address once it is returned as a result on the screen.
If the email address does not appear, then you will only need to resolve this issue within the Audience grid in Aimbase.
Restoring Suppressed Email Addresses With Aimbase
1. Within Aimbase, navigate to the Audience grid by clicking on Campaigns and then Audience.
2. Once there, search for the email address being skipped and remove all other filters. Click Run.
3. Select the checkbox next to the email address and Click Set Bounce to Active.
Who Has the Access Necessary to Do This?
All Avala Admins are able to perform an email restoration within Aimbase. If the email address needs to be restored within Salesforce you will need to use one of the below methods.
Aaron Harris
Shelby Snider
Kanplan ticket assigned to Jitendra