what is the reason behind regular mobile number went into quarantine in Campaign Classic

Question

Hi Team,Recently we received complaint from my stakeholders on one of the one of the internal user/recipient not receiving SMS. When we checked on this case, this number presented in quarantined table.Now, client wants the reason behind that, and how to prevent to avoid this case in future.Note: this number previously able to receive number of SMS from the same instance of campaign classicPlease share your thoughts on what is the exact reason.Regards,Santosh.

Sujith_02kumar · Accepted Answer

Hi @isantoshk ,

This happens due to a soft bounce error, such as when the mobile number is not reachable. The system attempts to send the same SMS to this customer five consecutive times (By default). If it is unable to connect with the desired device, the message will be sent to the quarantine schema (address schema). I hope this answers your question.

Regards,

Sujith Kumar

ALangridge · Answer

Hey Santoshk, if you head into the non-deliverables management section, you should be able to find the exact reason this specific number was quarantined.

Here's a link to the adobe documentation with info on how to check:

https://experienceleague.adobe.com/en/docs/campaign-classic/using/sending-messages/monitoring-deliveries/understanding-quarantine-management#identifying-quarantined-addresses-for-the-entire-platform

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