When you view emails statistics on an Email Send record, you may see that there are some excluded emails.
There are three reasons an email address would be excluded from receiving an email:
1. Missing email: There is no email address in the email field on the Lead/Contact record.
2. Unsubscribe: The recipient previously unsubscribed.
3. Blocked: The recipient's email address hard bounced on an email you previously sent, the email address has had four soft bounces in the last 90 days or the person manually marked a previous email as spam. You can read more about ClickDimensions bounce codes and service protection here.
The first two reasons are fairly easy to identify in CRM, but sometimes it can be difficult to determine why someone has been blocked. Here are three methods you can use to determine why an email address was blocked:
Method 1: The Email Send Record
Go to the Email Send record > related drop-down menu > Excluded Emails
This will take you to the Excluded Email Associated View. In this example, you can see one email was excluded for being unsubscribed and one was blocked. We are going to click on the blocked record to investigate further.
Once the Excluded Email record is open, you will need to click on the related Contact/Lead record:
On the Contact/Lead record, click the related drop-down menu > Email Events:
This will take you to the Email Event Associated View. Here we can see this contact has been blocked for "Invalid Recipient," which is a hard bounce. In this view, you could also see if there were four soft bounces events or a spam complaint, which are the other two reasons a contact or lead can be blocked.
So, what if there are no email events in this view that explain why an email address has been blocked? This can happen if there are multiple records in your CRM with the same email address or because records have been deactivated.
Method 2: Advanced Find for an Email Address
An Advanced Find will pull up all email events for an email address no matter which Contact/Lead record the email events are related to, or if any records have been deactivated. You simply:
- Select Email Events
- Go to Edit Columns and add the Contact, Lead and Type columns
- Select Email | Contains | "Enter email address"
- Click Results
Now you will be able to see all email events for the email address, and you can check for one of the reasons mentioned in the beginning of this post.
Method 3: Advanced Find for a Group of Excluded Emails
First, let's search for a group of contacts that have been excluded on an email send due to soft bounces:
1. Select Contacts (you will need to repeat the same steps for leads if you emailed both on one send)
2. Go to Edit Columns and add the email field
3. Scroll down until you see RELATED > then click Excluded Emails and select the criteria below:
a. Select Email Send | Equals | "choose desired Email Send"
b. Reason | Equals| Blocked
4. Now go back and click Select at the top
5. Scroll down until you see RELATED > then click Email Events and select the criteria below:
a. Type | Does Not Equal | Select all hard bounce events types and spam block (find the hard bounce type here)
6. Click Results
Here is what the entire Advanced Find should look like:
The results will give you every contact (or lead) that has an Excluded Email record for the email send, but has never had a hard bounce or spam complaint.
Now, if you just want a list of the contacts or leads that have been blocked due to hard bounces or spam complaints, all you would need to do is switch the criteria on the Email Event type from "Does not Equal" to "Equals," like this:
Now, the results will give you every contact (or lead) that has an Excluded Email record for the email send and has a hard bounce or spam complaint.
Please note: If you perform method 3 and you cannot find an email address on either list of results, you will need to perform method 2 for that particular email address.
Between the three methods listed above, you should have everything you need to figure out why an email address has been blocked from being emailed.
Written by Eryka Adams, Marketing Success Manager