Manage Email Suppressions

Suggested reading: Global Unsubscribe and Preference Center

Managing suppressions is key to getting maximum email delivery. If recipients have an easy way to tell that they’d like to stop receiving emails, instead of using the spam button, it will give more valuable insights without affecting the IP reputation.

Global Unsubscribe

Global unsubscribe allows your recipients to unsubscribe from all of the emails you send to them. You can reach Global Unsubscribe through Audience > Suppression > Global Unsubscribe.

If your package covers both Email and SMS products, you will see two tabs when you land on Global Unsubscribers page. You can switch between the tabs to manage the recipients who are no longer subscribers in either of the channels.

Importing global unsubscribes

You can import your unsubscribers with two different methods: Manually or uploading a file.

Add Manually

• Click Add Contacts and select Add Manually.
• Add your unsubscribers manually one by one.

Import

• Click Add Contacts and select Import.
• Upload your CSV file that has only one column of email addresses without a header.

Remove from Unsubscribe

This option enables you to delete the user from Global Unsubscribe, both on our database and on the email service provider.

Exporting data

If you want to export the data, click the Export button. You will receive an email containing the email addresses in your inbox in a short time.

Unsubscribe Groups

If you don’t want your users to unsubscribe from all emails you’re sending, you have the option to create “Unsubscribe Groups”. This option will unsubscribe users only from that particular type of email, but they will remain as a contact and their information will not be removed. For example, if you’re sending Marketing Campaigns, recipients can unsubscribe from specific types of emails that they would rather not receive anymore but they will keep receiving the transactional emails.

You can reach Unsubscribe Groups through Audience > Suppression > Unsubscribe Groups.

Creating unsubscribe groups

1. To create an unsubscribe group, click Create button.

2. Name your unsubscribe group and add a description. 

3. Click Create.

After creating your group, click the group’s name and you will be directed to the respective contacts page. 

Importing group unsubscribes

You can import your group unsubscribers with two different methods: Manually or uploading a file.

Add Manually

1. Click Add Contacts and select Add Manually.
2. Add your group unsubscribers manually one by one.

Import

1. Click Add Contacts and select Import.
2. Upload your CSV file that has only one column of email addresses without a header.

Exporting data

If you want to export the data, click the Export button. You will receive an email containing the email addresses in your inbox in a short time.

Bounces

Bounces occur when a mailbox provider rejects an email. An email can bounce when you try to send it to an email address that never existed or an email address that was once valid but has been retired or deactivated. An email can bounce if the local part before @ or the domain after @ is invalid. 

When your message bounces, it is recommended to suppress that address from your future mailings. Insider's suppression management system takes care of this automatically, and auto-drops any future requests to this email address.

Common reasons for bounces are as follows:

• The recipient address may no longer exist.
• The recipient address may be invalid.
• The recipient address is unknown.

Mailbox providers give an automatic notification of the delivery failure. This message contains an RFC code and the reason for the bounce. A 5XX RFC code indicates hard bounces (permanent failures). Below is an example case for this type of error.

Bounces are also known as hard bounces.

To find bounced email IDs, navigate to Audience > Suppression > Bounces.

Add Contacts

To import a list of your bounced email IDs from a document, click Add Contacts. 
Add contacts has two options to let you import contacts:

• Add manually: Add the bounced email IDs one by one.
• Import: Add a list of bounced email IDs by uploading a .csv file with the email addresses. 

Remove from Bounces

To remove a contact, click Remove from Bounces. This action will delete the contact on the database of bounces; they will therefore be a sendable contact. You can't revert this action.

Exporting data

To export the data, click Export. You will receive an email containing the list of email addresses when the process is done.

Central Bounce

All the permanent bounces caused by an invalid recipient's email address or non-existing domain name across Insider accounts are flagged as Central Bounce. You can check if the users are on Central Bounce while uploading a file to the Contact Lists. If the contact exists in the central bounce, add them to the bounced list. You can also see the count of these users on List Upload Confirmation emails under Total Bounced Users.

You can enable this feature from your Email settings in InOne.

Blocks

Blocks occur when a message is not delivered. Unlike bounces, a block doesn't mean that the recipient's email address is invalid, but your message failed to deliver temporarily due to content, reputation issues or technical failures.

Common reasons for email blocks are as follows:

• The recipient’s mailbox may be full.
• The mail server may be down.
• Your email message may be too large.
• The mail server may have sent too many messages within a certain period of time.
• Suspicious links may have been detected.
• Suspicious HTML characteristics may have been detected.
• A server may be unreachable for an extended period of time.
• The mailbox provider may be unable to look up the necessary DNS records to verify a sender.
• The email may be sent to a certain mailbox provider too fast.
• IP may be blocked by the blacklisting organization.
• Email may be deferred temporarily. 

A deferral occurs when the server temporarily limits access to its system. It works much like a telephone’s busy signal. When an inbox provider defers your email, we will still attempt to deliver your message for up to 72 hours. If your message gets deferred for more than 72 hours, it will get blocked and a block event will register. However, if the message gets successfully delivered within the 72-hour window, it will register as a delivered event.

A deferral can occur if:

• The receiving server doesn't recognize your IP, and may think you're sending a spam. 
• The receiving server doesn't have any open ports to receive email.
• The recipient's mailbox is full.
• Some recipients have marked your mail as spam, but this is not enough reason for the server to block you. Instead, they will refuse to receive more until they can learn more about how their users interact with your messages.

Mailbox providers give an automatic notification of the delivery failure. This message contains an RFC code and the reason for the bounce. A 4XX RFC code indicates email blocks. Below is an example for a block.

Blocks are also known as soft bounces.

To see blocked contacts, navigate to Audience > Suppression > Blocks.

Remove from Blocks

If you click Remove from blocks button, the selected contact will be permanently removed from the database. 

Exporting data

To export the data, click the Export button. You will receive an email containing the email addresses in your inbox in a short time. 

Blocks are less permanent than bounces. This is a list of refused messages that were either blocked by an internet service provider or deferred longer than 72 hours. In addition, Insider does not treat the blocks list as a suppression list - subsequent sends to emails on this list will be sent like normal.

Invalids

Invalids are the email recipients whose email addresses do not exist on the mail server.

To reach those contacts, navigate to Audience > Suppression > Invalids.

Exporting data

To export the data, click Export. You will receive an email containing the list of email addresses in a short time.