Navigation Path

In the ​main navigation​, click ​ Audience​ > ​Deactivated ​ and select a group from the  Group​ drop-down list.

Purpose


This window displays the number of contacts that are deactivated in the group.

Actions​


Action

Description

​View List​

Opens the ​Deactivated Contacts​ window. The ​Deactivated Contacts​ window displays the email address of each contact that is deactivated in the group.

​Reactivate​

Reactivates all contacts who are currently deactivated in the selected response category. A system message displays to confirm the reactivation.

​Delete​

Permanently deletes deactivated contacts from the group for the selected response category. Group-specific data for these contacts is also deleted (for example, member attributes and subscription data). The contact profiles are still stored in the system. A system message displays to confirm the deletion.


Response Class​

The response class provides general information about why the delivery of a message was not successful.

Message sendout takes place in several steps. The response class identifies at what point during the sendout process a response is produced. The response class also indicates who generated the response: Mapp, the receiving MTA, or the contact.


Response Class

When

Who

Description

​Skips​

Generated before sendout

Generated by Mapp Engage

This class describes messages that Mapp Engage identifies as undeliverable and does not attempt to send. Skipped messages never leave the Mapp infrastructure. The Mapp server does not attempt to contact the address.

Possible reasons for a skip include:

  • The address was on a system-wide blacklist or Robinson list.
  • The contact reached the system-wide message limit.
  • The contact information necessary for the selected type of message was not available.
    For more information, see ​Skipped Messages (tab)​.

​Bounces​

Generated after sendout, but before arrival in the inbox

Generated by the MTA

This class describes messages that Mapp Engage sent out and later rejected by the Mail Transfer Agent (MTA) of the recipient. The MTA of the recipient notifies to Mapp Engage that the message was refused.

Bounced messages never arrive in the inbox of the recipient.

Sometimes the bounce notification is an error. Mapp Engage can identify such errors when it registers verifiable recipient activity (for example, an open or a click). In this case, the message is declassified as a bounce, and is not included in the total number of bounces for the message.

Also, the Email Experience Council (eec) divides bounces into ​Hard​ and ​Soft Bounces​.

  • Hard bounces are delivery failures due to permanent conditions such as a non-existent email address.
  • Soft bounces are delivery failures due to temporary conditions such as a full inbox.

​Feedback​

Generated after arrival

Generated by the contact

This class describes messages that are delivered to the inbox of a recipient. However, the contact generates a response, which is then sent back to Mapp Engage.

Examples include:

  • Out-of-office replies.
  • Spam complaints.

Both the Internet Service Provider (ISP) and recipients can generate ​Feedback​ responses.

Hint: Although automatic responses such as out-of-office replies are classified as ​Feedback​, they are not displayed on the ​Deactivation​ tab. Automated responses usually indicate a temporary condition on the part of the recipient and are not grounds for deactivation.


Response Category​

Response categories provide more detailed information about the response. This information helps determine how to handle deactivation correctly.


Response Category

Explanation

Response Class

​Communication Failure​

Engage assigns this response category to issues such as a temporary interruption of communication with the MTA.

Skips

​Invalid​

Engage assigns this response category when the domain of the email address does not exist (for example, ohtmail.com instead of hotmail.com). ​Invalid​ responses also occur when the domain name cannot be resolved due to DNS problems at the ISP.

​Spam Complaint​

Engage assigns this response category when either the message recipient or their ISP report a message as spam. When a recipient clicks the spam button in their email client, a spam complaint is generated. The settings for the ​Spam Complaint​ category cannot be changed. When a complaint is registered, the recipient who reported the message as spam is automatically deactivated in the group.

Feedback

​Rejected​

Engage assigns this response category when an address no longer exists or if the email account is not active.

Bounces

​Transient​

Engage assigns this response category to issues such as a full inbox or a lack of available disk space.

​Unknown​

Engage assigns this response category when the exact cause of the delivery failure cannot be determined. Although the reason that the message generated a response is unclear, message responses in the ​Unknown​ category are classified as ​Bounces​.

​Blocked​

Engage assigns this response category when either the receiving MTA or the recipient refuses to accept delivery of a message. This response can occur when the sending address appears on a blacklist. Many ISPs block emails from IP addresses or domains that have been reported for spam or viruses. ISPs also block IP addresses or domains that send content that violates email policies or spam filters for a specific email account.

Related Topics​

​Deactivation​