Contents x
      Deactivation (tab)
      • 4 Minutes to read
      • Print
      • Dark
        Light
      Contents

      Deactivation (tab)

      • 4 Minutes to read
      • Print
      • Dark
        Light
      Article summary

      Overview

      This document provides guidance on setting deactivation settings for specific Mapp Engage groups. Deactivation blocks message sendout to certain addresses with a history of deliverability problems, ensuring that contacts with problematic email addresses do not receive further communications.

      Navigation Path​

      Audience > Group Management > Groups​ > Change Settings​ or  > Deactivation

      Purpose​

      In this section, you will learn how to:

      1. Select Recommended Mapp Settings: Based on how often you send emails using Mapp Engage, choose Mapp's pre-configured settings for optimal deactivation.

      2. Create Custom Deactivation Settings: Define your own deactivation parameters, determining the number of responses an email address can generate before the contact is deactivated.

      Background Information​

      Deactivation prevents further messaging to contacts who have exhibited deliverability issues. There are two levels of deactivation:

      • Group-Level Deactivation: Stops messages from being sent from a specific Mapp Engage group.

      • System-Wide Deactivation: Prevents all Mapp Engage groups from sending messages to the contact.

      Deactivation applies to all messaging channels (email, SMS, mobile push). However, only email responses are considered for deactivation; SMS responses are ignored.

      Deactivation Settings​

      Recommended Settings

      Mapp’s recommended deactivation settings are based on best practices and optimized for maintaining a strong sender reputation and high deliverability rates. These settings vary depending on how often you send emails:

      • Daily Sendout: For users who send group emails daily.

      • Twice Weekly: For users who send at least two weekly group emails.

      • Weekly: For users who send one group email per week.

      • Monthly: For users who send one group email per month.

      You can view, but not modify, the recommended settings by selecting the "View Settings" button.

      Custom Settings

      Custom settings allow you to define your own deactivation parameters. Use this option only if you have extensive experience, as poor settings can harm your reputation and reduce deliverability rates. If custom settings match the default Mapp Engage settings, they will revert to being labeled as Recommended Settings.

      Deactivation Details​

      This section outlines the parameters for reactivating or removing deactivated contacts after a certain time. These settings are only editable if Custom Settings is selected.

      Setting

      Description

      ​Response Type​

      Defines the type of response (e.g., spam complaint, autoresponse). For more information, see ​Response Types.

      ​Number​

      The number of responses allowed before deactivation, selectable from 1 to 30.

      A spam complaint automatically results in deactivation and cannot be changed.

      ​Response Time Frame​

      The time period (in days) during which responses accumulate before deactivation occurs. The range is 1-120 days.

      Setting the value to 0 means the contact is never deactivated for that response category.

      ​Follow-Up Action​

      Defines whether Mapp Engage reactivates or removes the deactivated contacts.

      Action Type​

      • Remove from Group: Deactivated contacts are removed from the group after the selected number of days. This does not affect other group memberships or delete the contact's profile data.

      • Reactivate in Group: After the selected number of days, deactivated contacts are reactivated in the group, allowing them to receive messages from that group again.

      • Reactivate in Group and System-Wide: This option reactivates the contact in both the group and system-wide, allowing them to receive messages from all Mapp Engage groups.

      ​ Action Time Frame​

      Defines the time frame (1-180 days) after which deactivated contacts are either removed or reactivated. Selecting Immediately will trigger the action within 8 hours.

      ​Do not send messages to system-wide deactivated contacts​

      • Selected: Prevents system-wide deactivated contacts from receiving messages from any group.

      • Not Selected: Allows system-wide deactivated contacts to receive messages from this group.

      When Mapp Engage deactivates a contact in a group, the system automatically deactivates the contact across all groups (system-wide). This system-wide deactivation is especially useful if you manage multiple Mapp Engage groups, as it ensures that problematic email addresses are blocked from receiving messages across your entire system.

      For example, if a contact with the email address example_address@domain.com is a member of several Mapp Engage groups, and an email sent to this address results in an "invalid" response, Mapp Engage will automatically add example_address@domain.com to the system-wide blacklist. This prevents any other group within your Mapp Engage system from sending emails to that address.

      Response Types​

      Each response category provides specific information about why a message delivery was unsuccessful. This helps in deciding how to handle deactivation:

      Response Type

      Description

      Response Class

      ​Spam Complaint​

      Triggered when a message is marked as spam. The message recipient or the Internet Service Provider (ISP) can create a spam complaint. This leads to automatic deactivation and cannot be modified.

      Feedback

      ​Autoresponse / Autoresponder​

      Generated by automatic reply messages, such as out-of-office notifications. Deactivate contacts after several autoresponses to avoid spamming.

      ​Communication Failure ​

      Generated by temporary communication 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​

      Triggered when the email domain doesn’t exist or there’s a DNS problem.

      ​Rejected​

      Triggered when an address no longer exists or is inactive.

      Bounces

      ​Unknown​

      Used when the exact cause of delivery failure is unclear.

      ​Blocked​

      Occurs when a Mail Transfer Agent (MTA) or recipient refuses message delivery, often due to spam reports or blacklisting.

      Was this article helpful?
      Related articles
      What's Next