Message Delivery Responses

Overview

Responses describe situations where a message fails to reach the intended recipient. This can happen when a message is filtered out before sendout or rejected during delivery. Responses help you understand why a message was not delivered and support appropriate handling, such as deactivation or monitoring deliverability issues.

What is a Response?

A Response is generated when a message cannot be delivered to the contact, either before sendout or after it is sent. Responses provide insight into delivery problems and help determine follow-up actions.

Classification model:

• Responses are grouped into three Response Classes for high-level categorization.

• Within these classes, responses are further divided into seven Response Categories for more detailed handling.

Email campaigns can generate multiple response types, each indicating a different delivery or feedback scenario.

Response Classes

Response Classes provide a high-level explanation of why message delivery was unsuccessful.

Skips

Messages identified as undeliverable before sendout by Mapp Engage.

• Skipped messages never leave the Mapp infrastructure.

• The system does not attempt to contact the recipient address.

• Common reasons include:

  • The address is on a system-wide blacklist or Robinson list.

  • The contact has reached the system-wide message limit.

  • Required contact information for the message type is missing.

Bounces

Messages sent by Mapp Engage but rejected by the receiving Mail Transfer Agent (MTA).

• Bounced messages do not reach the contact’s inbox.

• In some cases, a bounce can be reclassified if user activity, such as an open or click, indicates successful delivery.

• Bounce types:

  • Hard Bounces: Permanent delivery failures, for example, non-existent email addresses.

  • Soft Bounces: Temporary delivery failures, for example, a full inbox.

Feedback

Messages that reach the inbox, but generate a response back to Mapp Engage.

• Feedback can be generated by recipients or Internet Service Providers (ISPs).

• Typical examples include:

  • Out-of-office replies

  • Spam complaints

• Automatic replies, such as out-of-office messages, are classified as Feedback but are not shown on the Deactivation tab. These typically indicate temporary conditions and do not result in deactivation.

Response Categories

Response Categories provide more detailed information to support appropriate handling and deactivation decisions.