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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Bounce management in m...
Customer experience | Sales, Customer Insights,...
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Bounce management in marketing

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Posted on by Claudia W.

Hello,
what happens in CRM when an email address has generated a bounce? Is the contact automatically blocked after a hard bounce? Is the contact automatically blocked after a certain number of soft bounces? Or is it necessary to manage the bounces manually? For example, set the "Bulk Email" field to "Do not allow" via workflow, or something similar.

Thanks and regards

Claudia

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    Nya Profile Picture
    Nya 29,060 on at

    Hi Claudia,

    What happens in CRM when an email address has generated a bounce?

    The more hard bounces you have associated with your sending IP, the lower your reputation score will be. Organizations that continue to generate hard bounces and spam complaints may eventually risk having their accounts closed.

     

    Is the contact automatically blocked after a hard bounce?

    Dynamics 365 Marketing will automatically stop sending to hard-bouncing addresses for six months before trying them again.

    You can create a dynamic segment which contains a behavior block to filter out the contacts who have been hard bounced. And so do the soft bounced contacts.

     pastedimage1623137866202v1.png

    Is the contact automatically blocked after a certain number of soft bounces? Or is it necessary to manage the bounces manually? For example, set the "Bulk Email" field to "Do not allow" via workflow, or something similar.

    If five messages in a row sent to a given address result in a soft bounce, then Marketing will treat that address as a hard-bouncing address and stop trying to send to it.

    Setting "Bulk Email" field as "Do not allow" will not cause a soft bounced in Marketing. It will be classified as Email blocked.

    To know more about the glossary, please refer to the following documentation:

    Glossary of common insights terms (Dynamics 365 Marketing) | Microsoft Docs

     

    If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

    Best Regards,

    Nya

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