Email is used in CaseLocker to send notifications, form reminders, messages, and login tokens.
When emails are rejected by the service provider, CaseLocker receives a bounce report, and after too many reports, you may see a notice like this appear in the Contact:
There are two types of email rejections, bounces and complaints.
Bounces
There are two types of bounces. Regardless of the bounce type, if 3 or more bounces are received for an email, CaseLocker will suspend the account in order to maintain good standing with our email service provider.
Bounces can be cleared from an email a maximum of one time. If an email is suspended a second time, a new email must be provided to send further emails to that contact.
Temporary
These are transient, temporary issues that can be caused by a number of issues, such as:
- Email provider (ie, gmail.com, outlook.com, mydomain.com) was unable to process the message.
- Email provider was unavailable (less common with major providers, more common with self-hosted/business emails).
- Inbox is full/over quota
- Inbox is suspended
Permanent
These are bounces that occur due to an error or permanent restriction, such as:
- Domain not found
- User not found
- User banned
Complaints
Complaints are reported by email providers when a user marks an email as spam/junk. This is an explicit action by the receiving user.
In order to comply with CANSPAM regulations and maintain the email reputation of CaseLocker, complaint reports cannot be removed from an email. A spam complaint is permanent, and some email providers will return additional complaints to our service provider after a user complains once. As such, complaints are treated as permanent unsubscribes from further communication via CaseLocker.
We are unable to lift email suspensions for emails that have returned a complaint. To continue serving a Contact via CaseLocker, a new email must be provided.
Downloading Bounce/Complaint Reports
You can download a CSV export of all email bounces and complaints related to your organization at the Organization Settings page. Select the "Download Email Bounces / Complaints" button to download a report.