Manage your Smart emails bounces

Required Boréalis Addon: Smart communications

What defines a bounce?

In its core definition, a bounce means that your recipient did not receive your communication, for various reasons.

There are technical details to be aware of when managing bounces, like hard bounces vs soft bounces, server status, etc., but this article will not dig deeper in that direction, as the web literacy is full of details and examples. Our Support team is always available if you have question in that matter. 

How to deal with bounces?

Bounces can occur for many reasons. The most commons causes are:
  • The inbox of the stakeholder you are trying to reach is deactivated
  • The inbox of your stakeholder does not exist
  • His/Her inbox is full
  • Your Smart email is being send from an email/domain that actually do not exist
  • (If applicable) Your attached file was too heavy

Here are a few actions you can try:

  • Try to access the bounce back email you automatically received. It often gives you insight on "why" your communication did not reach your stakeholder:
    • "Delivery to the following recipient failed permanently"
    • "The email account that you tried to reach does not exist"
    • "The email address could be misspelled or contain a typo"

Depending on the quantity of bounces, we recommend you verify your stakeholder email address and adjust their contact info accordingly, then:

  • Resend a Smart email to adjusted stakeholders (if many bounces)
  • Forward your Smart email from your inbox (is isolated cases) while making sure you record your communication in Boréalis

Your Smart email could also have been blocked. This happens more often when contacting public institutions, like governments, cities and schools, because their servers are frequently configured to be stricter when receiving emails. In this case, you need to contact your stakeholder, and/or their IT team to unblock your organisation IP address.

Bounces' behaviour when using Smart emails

In the case of a bounce when sending your Smart email to your stakeholders, Boréalis will automatically send the bounce back emails to the sender inbox. Per example:

  • An executive assistant has the access rights to proceed to sending a Smart email
  • The sender is define to be the executive VP of the organisation (executiveVP@thisisanexample.com)
  • The Smart email is send by the executive assistant, in the name of the executive VP
  • Bounce back emails (if any) are automatically send to "executiveVP@thisisanexample.com" inbox
    • Be aware that if your stakeholders activated an "Out of office" auto-replies, they will be send to the sender inbox

To access one on the key metrics to successful Smart email, make sure to read how the email read rate works.

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