Deactivation

Deactivated Contacts in Mapp Engage

A deactivated contact in Mapp Engage no longer receives messages across any communication channel, including email, SMS, or mobile push notifications.

How Deactivation Works

Contacts are automatically deactivated in Mapp Engage after generating a predefined number of email responses. The system allows you to specify the number of responses required before a contact is deactivated. Once deactivated, the contact will not receive any further messages via any channel.

Customizing Deactivation and Reactivation

Within the group settings of Mapp Engage, you can create rules that dictate how and when deactivated contacts are managed. This includes options to reactivate or permanently remove deactivated contacts after a specific period.

Deactivation Settings​

Deactivation settings are critical for maintaining email deliverability and protecting your IP reputation. These settings control how many times an email address can generate specific types of responses before the associated contact is deactivated.

Internet Service Providers (ISPs) closely monitor email response rates for each IP address. High response rates, particularly those indicative of poor list quality or spammy behavior, can lead to decreased deliverability rates. If shared IP pools are in use, this can affect not only your system but also other Mapp customers.

To optimize deliverability, we strongly recommend following Mapp's best practices for deactivation settings. For more details, refer to the Deactivation tab.

Email vs SMS Responses

Only email responses are considered for deactivation purposes. While SMS messages may also generate responses, these are not factored into the deactivation criteria.

System-Wide Deactivation​

When a contact is deactivated in one group within Mapp Engage, the system automatically deactivates the contact across all groups within the system. This system-wide deactivation serves as a protective measure, ensuring that problematic email addresses are not targeted by other groups, thereby reducing the risk of deliverability issues.

Example: If an email sent to example_address@domain.com in one group triggers an invalid response, Mapp Engage will automatically add this address to the system-wide blacklist, preventing other groups from sending messages to this address.

You can override this behavior in the group settings if you wish to send messages to contacts that have been deactivated system-wide.

Managing Deactivated Contacts

After a contact is deactivated, you have several options for handling their status:

• Indefinite Deactivation: Keep the contact in a deactivated state within the group or system indefinitely.

• Permanent Removal: Remove the deactivated contact from the group after a specified number of days.

• Reactivation: Reactivate the contact within the group or system after a set number of days.

You can customize these settings to fit your specific needs. For example, you might configure the system to automatically reactivate contacts that experience transient bounces after 14 days.

For detailed instructions on how to configure deactivation handling, please see Configure Deactivation Handling.