In AI Email (AIE), you can review the reasons why emails bounced. As there can be many reasons for bounced emails, AIE groups them into categories for a quick view. These categories may change over time, as AIE analytics constantly improve.
Email bounce metrics are only available for campaigns that started on or after April 13, 2024.
Review campaign bounce reasons
To review bounced email metrics:
Go to Campaigns and select the campaign.
In the Performance tab metrics row, select Bounced.
The Conversations tab opens and shows the Bounce statistics and Conversations list. In the Bounce statistics panel, you can select Export CSV to download a spreadsheet. The CSV may contain detailed information, such as the response status and diagnostic codes, that can provide deeper insight as to why some emails have bounced.
Filter the conversation Status to Bounced.
Select the conversation to review details about the reason that the email bounced.
Campaign bounce categories
The categories for bounce metrics include:
Category | Type | Description | Recommendations |
|---|---|---|---|
Auth Failure | Hard | Email rejected due to SPF, DKIM, DMARC failure | Ensure that SPF, DKIM and DMARC are set up. Refer to Best Practices. |
Bad Reputation | Hard | Email rejected due to bad IP address reputation | Refer to the Google documentation. |
Blocked | Hard | Email rejected due to client IP address or a hostname | Your domain or email address may be blacklisted by the recipient. Remove the recipient from subsequent campaigns. |
Unknown Recipient | Hard | The recipient’s email address does not exist | Consider removing the recipient from subsequent campaigns. |
Inbox Full | Soft | Email rejected due to the recipient’s mailbox being full | The recipient may or may not be monitoring the mailbox. Consider removing them from subsequent campaigns. |
Too Big | Soft | Email rejected due to the size being too big | Reduce your email size in future messaging to this recipient. |
Policy Violation | Hard | Email rejected due to a policy violation on a destination host | Remove the recipient from subsequent campaigns. |
Rejected | Hard | Email rejected due to the sender’s email address | Refer to the Rejected bounce resolutions section below for possible solutions. |
Detected as Spam | Hard | Email rejected by spam filter running on the remote host | Review your email messaging. |
Inactive | Hard | The recipient’s mailbox has been suspended | Remove the recipient from subsequent campaigns. |
Others | Details may be available in the exported CSV, retrievable in the Campaign conversations page. |
Troubleshoot bounced Outlook emails
If you use Outlook as the email provider and see the message below, contact the IT support team that provisioned your AI email agent’s email address to determine if it has been blocked from sending emails.
Your message couldn’t be delivered because you weren’t recognized as a valid sender. The most common reason for this is that your email address is suspected of sending spam and it’s no longer allowed to send email. Contact your email admin for assistance. Remote Server returned 50 5.1.8 Access denied, bad outbound sender.
For more information, refer to Microsoft error code documentation.
Otherwise, the recipient’s server is rejecting emails from your AI email agent. Either contact the recipient directly to seek email address approval, or remove the recipient from subsequent campaigns.