Track and Manage Suppression Events

Introduction

The Email Activity Services page in OfficeRnD Flex allow you to track and manage email suppression events such as bounces, unsubscribes, and complaints. Learn more about suppression events from our partners at Mailgun.

Email History Timeline

Suppression-related events are tracked and updated in the Email History timeline available for each email thread. To open a timeline, navigate to Settings/Email Activity and click View Details next to a thread:

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The thread will open in Email History view:

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Failed Status

When a suppression is detected for the specific email thread, the status of the email activity record will be set to Failed and a suppression-related message will be displayed to describe the failure to send the email. Click here for a list of suppression messages and alerts.

The Failed status descriptions are as follows:

  • suppress-complaint: The email was not delivered to a recipient who had marked your messages as spam.
  • suppress-bounce: The email was not delivered to a previously bounced address.
  • suppress-unsubscribe: The email was not delivered to a recipient who has unsubscribed.

Clear Suppressions

When a suppression is detected, the Email History timeline displays a contextual Clear Suppressions button. Admins can attempt to clear all suppressions associated with the recipient’s email address.

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Click on the button and confirm your choice in the dialog that appears:

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When all suppressions are cleared, the following happens:

  • An informational alert is displayed at the top of the Email Activity view. More on that below.
  • The Clear Suppressions button is no longer visible
  • The status of the email thread in the Email History reflects the latest result from the Send attempts - Failed, Delivered, Opened, Resent. Note that the status of the email thread isn’t affected (changed) based on the Clear Suppression actions.

Suppressions-related Alerts

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Suppressions-related alerts appear at the top of the Email Activity view to show errors, warnings, or informational messages. They can be the following:

  • When there is a suppression-related event in the timeline, but we cannot detect any active suppressions, the following informational message is displayed at the top of the screen: “The suppressions associated with the recipient address have been cleared.“.
  • When the clear suppressions button is displayed, the following error message is displayed at the top of the screen: ”There are suppressions associated with the recipient address. Clear them to send emails successfully.
  • When the clear suppressions button is displayed, but disabled due to system domain usage, the following warning message is displayed at the top of the screen: “Emails are currently sent from the default officernd.com domain. To clear suppressions, configure a custom domain for your account.

Further Reading

As email sending in OfficeRnD Flex is powered by Mailgun, we recommend the following articles for additional information:

 

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