Quarantine/Blacklist Updates

[robertc66522596]

Hello,

Can someone please explain the process for email addresses being added and removed to the quarantine list on the nms:address table in Campaign Classic?

I haven't been able to find definitive information within the documentation to answer a few questions:

              - How can i identify when an address is added to the list and will not be removed, a perpetual quarantining?

              - In what situations will the email address be quarantined, and then removed from the quarantine designation to try again?

              - Why does the system sometime place a new email address in a Blacklisted status instead of a Quarantine status? (Please note, we are not adding full unsubscribes to the blacklist, we are handling them in a separate fashion).

The reason this is important is as a B2B company, we are always looking to identify potential buyer changes. So if someone's email address is moved to a Quarantine status it indicates some change at that customer and we might need to send in a representative. I want to ensure that i can identify all of these situations without any false positives (an email address that when tried again is removed on its own from the quarantine list).

We did not change any of the default workflows or actions from the foundation Campaign Classic V7 set-up.

Thanks for your help!

Robbie

[Jonathon_wodnicki]

Hi,

- How can i identify when an address is added to the list and will not be removed, a perpetual quarantining?

Perpetual quarantining doesn't exist. Addresses are automatically removed from quarantine when they're delivered to, e.g. Message Center initial delivery or if a delivery has 'exclude quarantine' unchecked. Addresses can also be manually removed from quarantine or via data manipulation such as workflows.

- In what situations will the email address be quarantined, and then removed from the quarantine designation to try again?

Product doc has a good breakdown on this: Understanding quarantine management

- Why does the system sometime place a new email address in a Blacklisted status instead of a Quarantine status? (Please note, we are not adding full unsubscribes to the blacklist, we are handling them in a separate fashion).

It would have to be your ETL process. Blacklist refers to recipient preference, i.e. opt-out, and isn't managed by any Campaign processes; Quarantine refers to deliverability, i.e. valid address.

Thanks,

-Jon

[davidm1708369]

The question I have is when I look in the nsm:address table for two clients. The most common Status and Error Reason is Status= Quarantine , Error reason= blacklist coming from the Error text = Inbound email bounce ('rule Email_Client_Unsubscribe' has matched this bounce). I don't understand why if this so clearly? looks like an unsubscribe bounce rather than a "Not known at this address" type bounce it has a status of Quarantine and not Blacklist.

[robertc66522596 · Accepted solution]

Hi Jon,

Thanks for the response back and the link to that documentation!

Just for reference, this may have been a terminology misunderstanding but addresses are 'perpetually quarantined' based on some OOTB rules if they receive a hard bounce error (i've had some conversations with various campaign product folks since posting this). When i say 'perpetually' i mean that the system will not change the status back to anything else on its own.

And there are bounce rules that place email addresses in a Blacklisted state, not a quarantined state depending on the reason for bounce --- that is one of the elements that really confused me, because i thought we needed to blacklist folks for preference, and quarantine would remove people due to errors. You can see which ones have which result in 'Mail rule sets'

It may be a result of our Blacklist management process, but we do not like how Campaign has two designations that essentially mean the same thing in terms of functionality, but we've now adjusted to take the 'perpetually quarantined' list and move them to a state of blacklisted instead

Thanks

[Jonathon_wodnicki]

Hi,

Campaign will remove addresses from quarantine when they're delivered to, from that link:

> When a delivery is successful after a retry, the error counter of the address which was prior to that quarantined is reinitialized.

'Blacklist' in Campaign refers to opt-out preference, which is very different from technical deliverability/quarantine- those shouldn't be mixed at all.

Thanks,

-Jon

[robertc66522596]

Hi Jon,

There is no retry after a hard bounce error that puts it into Quarantine.

And take a look at the OOTB rules in Campaign, because they mix those two by design.

Thanks

[Jonathon_wodnicki]

Hi,

Oh you're referring to the value in the nms:address status enumeration, 'quarantine' and 'blacklisted'.

Blacklisted there means feedback loop, i.e. a recipient clicked the spam button.

Thanks,

-Jon