Exclusion of Quarantined Emails for Marketing & Servicing Communications

Question

For email campaigns within Adobe Marketing or events within Adobe Message Center are you always following the recommendation to exclude quarantined email addresses?

While we understand the ISP health and deliverability stance from Adobe on sending emails to quarantined email addresses, we have recently identified a population of previously quarantined email addresses that we know are valid and are now reconsidering recommended approach to what we consider standard “servicing” and “marketing” email communication.

Please note, this question is specifically targeting email addresses that are considered quarantined by adobe standards and not “denylist – spam complaints”.

In addition, have you considered periodically resetting quarantined email addresses back to valid?

ParthaSarathy · Accepted Answer

Hi @rebeccawozniak ,Yes - Its is designed in such a way - 'marketing message always honors quarantine but servicing message would allow for emails previously quarantined to send'Because Logically if a Recipient who has a quarantine address tries to 'Reset the password' or to Get a 'OTP' - Then a service email with Reset password link or OTP has to be sent to the recipient. Consider a scenario where the recipient had went to  Quarantine because of mail box full; In this case the recipient might clear some space to get Reset password link or to Get a OTP. As this service messages are critical and request for service message is getting initiated by the recipient most of the times, Quarantine addresses are being targeted here. Whereas in another hand, for Marketing / promotional messages, these Quarantine addresses are not targeted - So that Bad IP reputation won't get created. Hope this clarifies your ask!

Imbalakumar · Answer

Hi @rebeccawozniak Its possible.

You can un-quarantine an address manually. To manually remove an address from the quarantine list, change its status to Valid from the Administration > Campaign Management > Non deliverables Management > Non deliverables and addresses node.

Find a way to change the status to "Valid".

Refer this url for more details around managing quarantine email addresses - https://experienceleague.adobe.com/en/docs/campaign-classic/using/sending-messages/monitoring-deliveries/understanding-quarantine-management

Thanks,

Bala

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