Email Bounce Management

When an Email deployment is sent, not all emails may get delivered. Some Emails may get bounced due to various reasons. This will result in an automatic email response from the mailbox provider like Gmail, notifying the email sender of the non-delivery and other information. Webex Campaign process these responses from email providers and assigns every unsuccessful email delivery attempt into different bounce categories. You can view these metrics on the dashboard section for each deployment.


Bounce Events

Following are the bounce events that result in recipients being put in various DND stores:

Soft Bounces

Emails could not be delivered because of temporary problems, such as the mailbox being full, the email being too large, or the mail server being down. the domain is temporarily down.

Bounce TypeSub TypeDescription
Soft bounceInactive AccountAddress is temporarily unavailable as recipient's mailbox is inactive or temporarily disabled
Soft bounceMailbox FullRecipient's mailbox is full or has exceeded storage allocation
Soft bounceTemporary Domain FailureTemporary failure at the receiving domain
Soft bounceMessage Too LargeThe message is too large
Soft bounceContent RejectedThe content is rejected
Soft bounceAttachment RejectedThe attachment is rejected

Hard Bounces

Messages may permanently fail because the email address does not actually exist or is no longer valid. For this bounce type, the service provider automatically suppresses these emails from your email lists. This will help you keep a clean email list and a positive email reputation

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It is not possible to extract hard bounces of a specific tenant. We also do not clean up these hard bounces.

All the hard bounces will be added to the Platform level DND store on next day.

Bounce TypeSub TypeDescription
Hard bounceGeneralThe email address does not actually exist or is no longer valid.
Hard bounceNo EmailThe target email does not exist
Hard bounceSuppressedThe target email has a history of bouncing as an invalid address.
Hard bounceOnAccountSuppression listThe email was suppressed by the service provider.