AC Marketing Instance - Marketing SPAM/DENYLIST preventing Servicing Email Communications | Community
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RebeccaWozniak
Level 1
March 13, 2026
Question

AC Marketing Instance - Marketing SPAM/DENYLIST preventing Servicing Email Communications

  • March 13, 2026
  • 2 replies
  • 43 views

Within our Marketing instance we send batch email campaigns for both “Marketing” emails which require opt out language and also “Servicing” communication.  Because our configuration supports one Address/Quarantine schema we are finding that our clients are marking marketing email messages as SPAM instead of interacting with the opt out link and preferences.  When this happens the SPAM/Denylist status is preventing email execution for servicing type deliveries that a client may have specifically requested be paperless (statements/confirms).

Our clients are experiencing a disjointed experience here and we are exploring CANSPAM rules to see if there is best practice guidance around allowing servicing emails to bypass the denylist configuration to block the email distribution (distributing from same email domain, and the same instance).

I can see how within typology and the delivery checkboxes we could bypass the denylist rule for these communications, however it’s not clear what the industry standard or best practice is regarding SPAM complaints from marketing to influence servicing communication.

 

Any assistance is greatly appreciated, 

Thank you,

 

Rebecca

2 replies

Amine_Abedour
Community Advisor
Amine_AbedourCommunity Advisor
Community Advisor
March 14, 2026

Hello ​@RebeccaWozniak 

From an industry and deliverability standpoint, the most common best practice is to separate marketing and servicing email streams at the infrastructure level.
This means that you have to :

  • Separate sending subdomains (e.g marketing.mycommpany.com for marketing campaigns and notification.mycompany.com for servicing communication)
  • Separate dedicated sending IP pools if possible for each channel

Doing so will result on each stream having its own reputation end mailbox providers treat them as separate reputation so that spam complaints from marketing do not affect servicing email.

Br,

Amine ABEDOUR
    Komall76
    Komall76
    Level 1
    March 16, 2026

    Hi ​@RebeccaWozniak,

     

    I believe the biggest gap is not maintaining different configurations for service and marketing emails. 

    After having separate sub-domains registered. You will have individual sub-domain for service and marketing email communication, and you will be able to create branding configurations present in Administration under instance. There you can configure 2 different branding - one for service and one for marketing.

    Now, when you will configure deliveries for each, there you can alter delivery property and assign right branding per delivery. 

    Once you configure that it will automatically start differentiating things, and that way spam marked marketing emails count won’t hit the service email delivery count and help you increase customer engagement. 

    P.S. In branding configuration, you will be setting up - default sender address, default reply to address, website details, unsubscribing details, mirror page, etc. 

    I hope this helps. 

    Thanks

    Komal

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