Deactivation (tab)
Navigation Path
- In the Main Navigation, click Audience > Groups.
⇒ The Groups window opens to the Group tab. In the Actions column, click
⇒ The General Settings window opens.
Change Settings or the 
symbol.- Click Deactivation.
⇒ The Deactivation window opens.
Purpose
In this window, you set the deactivation settings for a specific Mapp Engage group.
What can I do in this window?
Select the recommended Mapp settings for optimal deactivation. Mapp offers different recommendations depending on how often you send with Mapp Engage.
Create custom deactivation settings. When you create custom settings, you decide how many responses an email address can generate before the contact is deactivated.
Background Information
Deactivation is a process Mapp Engage uses to block message sendout to certain addresses that have a history of deliverability problems. Once deactivated in a group, a contact receives no further messages from that group. A contact can also be deactivated system-wide. A contact who is deactivated system-wide does not receive messages from any Mapp Engage group.
Only email responses are considered for deactivation. While SMS messages can also generate responses, SMS responses are ignored for deactivation purposes.
Deactivation applies for all sendout channels. When a contact is deactivated in a Mapp Engage group, the contact does not receive messages from that group over any channel (email, SMS, or mobile push). Likewise, when a contact is deactivated system-wide, the contact does not receive messages from any Mapp Engage group over any channel (email, SMS, or mobile push).
The deactivation settings determine how many times an email address can generate each kind of response before Mapp Engage deactivates the contact. You can also tell Mapp Engage whether to remove the deactivated contact from the group, reactivate the contact in the group or system-wide, or take no action.
Internet service providers closely monitor how many responses each IP address generates. Poor deactivation settings and low list quality damage the reputation of the sending IP address and result in lower overall deliverability.
For best results, use the recommended deactivation settings. The recommended settings reflect best practices to handle responses. Recommendations differ depending on how often you send with Mapp Engage. Pick the deactivation settings that match your sendout frequency.
Related Topics
Deactivation Settings
You can choose whether to adopt the recommended settings or to create custom settings.
The recommended deactivation settings correspond to the best practices that the Mapp deliverability team has developed for you. The recommended settings allow you to take advantage of expert knowledge about how to handle responses. The recommended settings help you to maintain a strong reputation and good deliverability rates.
The recommended deactivation settings depend on your sendout frequency. If you send every day, react to responses more quickly. If you send infrequently (once a week or once a month), you can allow greater intervals of time between responses. For example, if you send every day, a bad address can easily create five responses in five days. If you only send once a month, a bad address can only create one response per month.
Your sendout frequency refers to how often you send group email messages. Exclude single messages and mobile sendouts when you calculate your sendout frequency.
Settings | Description |
|---|---|
Recommended Settings | Applies preselected deactivation settings that Mapp experts have developed and optimized. Select the recommended settings that match your sendout frequency. To view the deactivation settings, click the View Settings button. You cannot change the recommended settings.
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Custom Settings | Allows you to set your own deactivation settings. Select this option only if you have extensive knowledge and experience of deactivation settings. Poor deactivation settings can result in a poorer reputation and lower deliverability rates. There is an exception for the selection of custom deactivation values that exactly match the Mapp Engage default deactivation values. In this case, when you save the updated settings, the page no longer displays as using 'Custom Settings' but displays 'Recommended Settings' instead." |
Deactivation Details
This area defines whether deactivated contacts are reactivated or removed from the group, after a certain time frame.
You can only edit the settings if you select the Custom Settings option under Deactivation Settings . You cannot change the recommended settings.
Setting | Description |
|---|---|
Response Type | Defines the type of response. For more information, see Response Categories. |
Number | Defines how many responses Mapp Engage allows in each response category before Mapp Engage deactivates the contact. You can select from 1 through 30 responses. A spam complaint always results in immediate deactivation. The number of Spam Complaints is automatically set to 1 and cannot be changed. |
Response Time Frame | Defines the time frame (in days) during which responses can accumulate before the deactivation takes place. The time frame can be from 1 through 120 days. If you select 0, the contact is never deactivated for this response category. To deactivate contacts when they generate a response, select 1 in the Number column and 1 in the Response Time Frame column. |
Follow-Up Action | Defines whether Mapp Engage reactivates or removes the deactivated contacts. If this check box is selected, Mapp Engage removes the contact from the group or reactivates the contact after the defined number of days. If this check box is not selected, Mapp Engage does not take any further action with deactivated contacts in this response category. A deactivated contact remains in the group and remains deactivated unless you take manual action to reactivate the contact. |
Action Type |
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Action Time Frame | Defines the number of days after which the deactivated contacts are removed from the group or reactivated. You can select from 1 through 180 days. To reactivate or remove contacts immediately, select the Immediately option. With the Immediately option, the contact is reactivated or removed within 8 hours. |
Do not send messages to system-wide deactivated contacts | Selected: Mapp Engage does not send any messages from this group to contacts who are deactivated system-wide. Not selected: Mapp Engage does send messages from this group to contacts who are deactivated system-wide. |
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.
Response Categories
The response class provides general information about why the delivery of a message was not successful. Response categories provide more detailed information about the response. This information helps determine how to handle the deactivation.
Response Category | Explanation | Response Class |
|---|---|---|
Spam Complaint | This message delivery response is created when a message is marked as spam. Either the message recipient or the Internet Service Provider (ISP) can create a spam complaint. When Mapp Engage receives a spam complaint from the ISP, the system automatically deactivates the recipient. You cannot change the settings for the Spam Complaint category. | Feedback |
Autoresponse / Autoresponder | This delivery failure response is generated by automatic reply messages, such as an out of office message, sent by an autoresponder. You can deactivate contacts after a number of autoresponse messages to avoid sending too many messages to contacts who are out of office for an extended period of time. | |
Communication Failure | This delivery failure response is generated by issues such as a temporary interruption of communication with the MTA. | Skips |
Transient | The contacts in this category are deactivated due to responses caused by issues such as a full inbox or a lack of available disk space. | |
Invalid | This delivery failure response is generated if the domain of the email address does not exist (for example, ohtmail.com instead of hotmail.com) or the domain name could not be resolved due to DNS problems at the ISP. | |
Rejected | This delivery failure response is generated when an address no longer exists or if the email account is not active. | Bounces |
Unknown | This delivery failure response is used when the exact cause of the delivery failure cannot be determined. | |
Blocked | This delivery failure response is caused when either the receiving Mail Transfer Agent (MTA) or the recipient refuses to accept delivery of a message. For example, the sending address may appear on a blocklist. Many ISPs block emails from IP addresses or domains that have been reported for spam, viruses, or content that violates email policies or spam filters. |