Description
Introduce functionality within Adobe Journey Optimizer (AJO) to handle emails sent directly to sender addresses (e.g., prefix@main.domain). This feature should ensure that such emails are either appropriately managed, redirected to a predefined mailbox, or result in clear bounce-back notifications to the sender.
Why is this feature important to you
Currently, when customers send emails directly to the sender addresses configured in Adobe (e.g., instead of replying, they initiate new messages), there is no clear handling mechanism. This creates the following challenges:
- Customers might assume their emails are received when they are ignored or lost in the system.
- Lack of bounce-back notifications or redirection leads to a poor customer experience, potentially damaging our reputation.
- Without a clear mechanism, there is a risk of escalations or customer complaints due to the perceived lack of responsiveness (let's say that someone writes an email asking to stop getting our emails - without a clear reaction, customer might understand that we have received the request and will process it, which is currently wrong, as Adobe does not offer a way to handle such replies).
How would you like the feature to work
For Emails Sent to Sender Addresses:
- Adobe’s infrastructure should reject such emails if they are invalid, sending a clear bounce-back notification with an explanation (e.g., "This address does not accept direct emails. Please contact us at [alternative email address]").
- Alternatively, these emails could be captured and redirected to a predefined mailbox for manual review.
Enhanced Visibility:
- Adobe should provide a mechanism to monitor and log such emails for further analysis or troubleshooting.
Redirection Mechanism:
- Allow configuration of a redirection rule where emails sent to these addresses are automatically forwarded to a valid mailbox.
Current Behaviour
- As clarified by Adobe:
- Email Handling: Adobe’s infrastructure currently ignores all such emails, irrespective of whether they are valid or invalid.
- Bounce-Back Notifications: Adobe’s system does not support bounce-back responses for such emails, contrary to the initial understanding that email providers might generate automated delivery failure messages.
- Redirection: There is no existing mechanism to redirect emails to a specific mailbox or notify the customer of delivery failure.
Additional Context (Exchange with Adobe Support in case id E-001446471)
Initial Understanding:
Adobe initially stated that email providers (e.g., Gmail, Yahoo, Outlook) might generate automated bounce-back messages indicating delivery failure. However, real-world testing by usrevealed that no such errors were received.
Revised Explanation from Adobe:
Adobe’s infrastructure currently ignores these emails entirely without triggering bounce-back notifications.Customer Perspective (Concerns Raised by Metro):
Customers might send important requests to these sender addresses, assuming they have been delivered successfully. In the absence of bounce-back notifications, they may perceive us as unresponsive, leading to complaints or escalations.
