With Journey Optimizer, you can monitor all the email addresses that are automatically excluded from sending in a journey, such as:
Such email addresses are automatically collected into the Journey Optimizer suppression list. Learn more on the suppression list concept and usage in this section.
You can also manually add an address or a domain to the suppression list.
It will take between 0 and 60 minutes for Journey Optimizer to take into account the suppressed addresses in outgoing emails.
To access the detailed list of excluded email addresses, go to Administration > Channels > Email configuration, and select Suppression list.
Filters are available to help you browse through the list.
You can filter on the Suppression category, Address type, or Reason. Select the option(s) of your choice for each criterion. Once selected, you can clear each filter or all filters displayed on top of the list.
If you manually add an email address or a domain by mistake, the Delete button enables you to remove that entry.
Never use the Delete button to remove suppressed email addresses or domains.
Deleting an email address or a domain from the suppression list means that you will start again delivering to this address or domain. Consequently, this can have severe impacts on your deliverability and IP reputation, which could eventually lead to your IP address or sending domain being blocked. Learn more on the importance of maintaining a suppression list in this section.
Proceed with extra care when considering deleting any email address or domain. In case of any doubt, contact a deliverability expert.
From the Suppression list view, you can also edit suppression rules. Learn more
To export the suppression list as a CSV file, select the Download CSV button.
When a message fails to be delivered to an email address, Journey Optimizer determines why the delivery failed and associates it with a Suppression category.
The suppression categories are as follows:
Hard: The email address is immediately sent to the suppression list.
When the error is the result of a spam complaint, it also falls into the Hard category. The email address of the recipient who issued the complaint is immediately sent to the suppression list.
Soft: Soft errors send an address to the suppression list once the error counter reaches the limit threshold. Learn more on retries
Manual: You can also manually add an email address or a domain to the suppression list. Learn more
Learn more on soft bounces and hard bounces in the Delivery failure types section.
For each email address that is listed, you can also check the Type (email or domain), Reason for excluding it, who added it, and the date/time it was added to the suppression list.
The possible reasons for a delivery failure are:
|Invalid Recipient||The recipient is invalid or does not exist.||Hard|
|Soft Bounce||The message soft bounced for a reason other than the soft errors listed in this table, such as when sending over the allowed rate recommended by an ISP.||Soft|
|DNS Failure||The message bounced due to a DNS failure.||Soft|
|Mailbox Full||The message bounced due to the mailbox of the recipient being full and unable to accept more messages.||Soft|
|Relaying Denied||The message was blocked by the receiver because relaying is not allowed.||Soft|
|Challenge-Response||The message is a challenge-response probe.||Soft|
|Spam Complaint||The message was blocked because marked as a spam by the recipient.||Hard|
Unsubscribed users are not receiving emails from Journey Optimizer, therefore their email addresses cannot be sent to the suppression list. Their choice is handled at the Experience Platform level. Learn more on opting-out
When a message fails to be delivered to an email address, this address is automatically added to the suppression list based on the defined suppression rule or bounce count.
However, you can also manually populate the Journey Optimizer suppression list to exclude specific email addresses and/or domains from your sending.
To do this, select the Add email or domain button, then follow one of the methods below.
Select the One by one option.
Choose the address type: Email address or Domain address.
Enter the email address or domain you want to exclude from your sending.
Make sure you enter a valid email address (such as firstname.lastname@example.org) or domain (such as abc.company.com).
Specify a reason if needed.
All ASCII characters comprised between 32 and 126 are allowed in the Reason field. The full list can be found on this page for example.
Select the Upload CSV option.
Download the CSV template to use, which includes the columns and format below:
TYPE,VALUE,COMMENT EMAIL,email@example.com,Comment DOMAIN,somedomain.com,Comment
Do not change the names of the columns in the CSV template.
The file size should not exceed 1 MB.
Fill in the CSV template with the email addresses and/or domains you want to add to the suppression list.
All ASCII characters comprised between 32 and 126 are allowed in the Comment column. The full list can be found on this page for example.
Once completed, drag and drop your CSV file, then click Submit.
Once the upload is done, make sure it was successful by checking its status from the interface. Learn how
You can check the list of the latest CSV files you uploaded.
To do this, from the Suppression list view, click the Recent uploads button.
The latest uploads you submitted and their corresponding statuses are displayed.
If an error report is associated with a file, you can download it to check the errors encountered.
Below is an example of the type of entries you can find in the error report:
type,value,comments,failureReason Email,examplemail.com,MANUAL,Invalid format for value: examplemail.com Email,examplemail,MANUAL,Invalid format for value: examplemail Email,example@mail,MANUAL,Invalid format for value: example@mail Domain,example,MANUAL,Invalid format for value: example Domain,example.!com,MANUAL,Invalid format for value: example.!com Domain,!examplecom,MANUAL,Invalid format for value: !examplecom