How To Handle Bounces

Bounces Demo

What is a bounce email?

When users want to handle bounce emails in the system.

When an email message cannot be delivered to an email address, it's called a bounce.

There are lots of different reasons why emails bounce so when it happens, a message is sent from the recipient's mail server to explain why.

Why you would use bounces handling

• The system sends many emails for various functions
• When email sending fails, has a bounce-back reply which can be seen in CRM
• Staff identify what the issue is with the email (if possible) and edit the contact record

How To Handle Bounces Recommendation

• We recommend having a stand-alone mailbox for bounce-back email processing because it will produce less time in processing emails

How to setup Bounce Back workflow engine mailbox and workflow engine type

• Go to Admin > System Settings > Workflow Engine Mailboxes

• Click Create New Workflow Engine Mailbox
• Put all of your mailbox information
• Note: If you will use multiple mailboxes, set the name to Bounce Back so you easily identify what is the mailbox for a Bounce Back

• Click Save
• Go to Admin > System Settings > Workflow Engine Types

• Click Create New Workflow Engine Type
• Put all your Workflow Engine Type information
• Note:
  • Do not forget to set the Workflow Engine Mailbox to the Bounce Back mailbox you created
  • Always be mindful of the Email To field because the system will get the domain of that email and use it as the receiver of the bounce back, in the image below the domain for the Email To field is (@mailtest.interactivepartners.com.au)

• Click Save

How to setup Bounce Back Site Settings (Retired) 

How to review the list of bounced emails 

• Go to Home > Settings > Bounces
• A list of bounced emails appears. The default filter is 'Unresolved' to make staff easier for reviewing.
  
• Click the icon to go to the details page of a bounce
• Click the icon to resolve a bounce.

How to review bounce emails for individual contact/ lead/ student/ tutor 

• Go to the details page of a contact/ lead/ student or tutor.
• Navigate to the bounces tab
• A list of bounce emails for this contact appears. The default filter is 'Unresolved' to make staff easier for reviewing

• Click the icon to go to the details page of a bounce
• Click the icon to resolve a bounce.