A deactivated contact is a contact who no longer receives messages from Mapp Engage.

When a contact is deactivated in Mapp Engage, the contact does not receive messages over any channel (email, SMS, or mobile push).

A contact is automatically deactivated in the Mapp Engage system after a predefined number of emails generate a specified number of responses. You can define the number of responses that are required before a contact is deactivated.

In the group settings, you can create rules that reactivate or remove deactivated contacts after a certain amount of time.

Related Topics

Deactivation Settings​

The deactivation settings determine how many times an email address can generate each kind of response before the contact is deactivated.

Internet service providers closely monitor how many responses occur for emails that are sent by each IP. If the response rate is too high, it can lead to decreased deliverability rates for your Mapp Engage system. Systems that use shared IP pools can negatively affect deliverability rates for other Mapp customers. Poorly set deactivation settings and low list quality damage the reputation of the sending IP and result in lower overall deliverability.

For optimum deliverability, we recommend that you follow our practice recommendations for deactivation settings. For more information, see Deactivation (tab)​.

Hint: Only email responses are considered for deactivation. While SMS messages can also generate responses, these responses are ignored for deactivation purposes.

When a contact is deactivated in Mapp Engage, the contact does not receive messages over any channel (email, SMS, or mobile push).


System-Wide Deactivation​

When Mapp Engage deactivates a contact in a group, the system also automatically deactivates the contact system-wide. System-wide deactivation is helpful if you use multiple Mapp Engage groups for sendout.

System-wide deactivation is a safety measure that helps you to prevent sendout to bad addresses across your entire Mapp Engage system.

Example: A contact with the email address fake_address@domain.com  is a member of multiple Mapp Engage groups. An email sendout in one group produces a response of the type  ​invalid​. Mapp Engage automatically adds  fake_address@domain.com  to the system-wide blacklist to prevent other Mapp Engage groups from sending email to this address.

In the group settings, you can opt to send messages from a certain group to contacts who are deactivated system-wide.

Deactivation Handling​

After a contact is deactivated, the contact can be:

  • Kept in a deactivated state within the group or system indefinitely.

  • Permanently removed from the group after a set number of days.

  • Reactivated within the group or system after a set number of days.

You can define the number of days after which the deactivated contact is removed from the group or reactivated.

For instructions, see  Configure Deactivation Handling​.

Example: You can set the deactivation handling settings so that transient bounces are reactivated after 14 days.