Enhanced email bounce management in Zoho CRM

Highlight: You can now attempt to unblock temporarily blocked email addresses

Dear Customers,

We're excited to announce an enhancement to our email bounce management system that makes it easier to handle different types of email bounces and take necessary actions. We understand that managing bounced emails is a crucial aspect of maintaining successful communication, and this enhancement focuses exactly on that.

A quick recall: Bounces are instances where Zoho CRM couldn't deliver your email to a specific address. Previously, we've broadly classified email bounces into two categories: hard bounces and soft bounces.

Let's have a quick look at the enhancements.

Permanent and temporary bounces

We now classify bounces into two new categories—permanent and temporary—depending on the nature of the problem. Temporary bounces encompass soft bounces and specific types of hard bounces. If an email address is temporarily blocked, it can be unblocked directly. However, hard bounces are typically permanent and can't be unblocked within the CRM system. If you think that a permanently bounced email address can now receive emails, you can reach out to our support team for assistance.

In the record details page, email-related list, and list view, you can find the details of the bounce type and category for each email address that has bounced. Warning icons will be displayed to indicate the type of bounce, and hovering over them will provide more details.

Unblock valid email addresses

As part of this enhancement, users with Send mail permissions can directly unblock email addresses that are temporarily blocked from within Zoho CRM.

You can do this in the following places:

Record details page
To unblock an email address that has bounced, hover over the info icon for details about the bounce type, click Unblock Email Address, check the confirmation box that the reason for the block has been resolved, and click Confirm.
List view
Filter out records with temporary bounced emails, hover on the warning symbol beside the bounced email, and follow the steps.
Mass actions
To unblock emails via a mass update, select the records you want to unblock and click the Unblock Email Address button on the Actions menu. Next, check the confirmation box and click Confirm after resolving the reason for the bounce.

Periodic unblock based on conditions

We have established a periodic review every six months whereby the system will automatically unblock previously blocked email addresses if the issues leading to their blockage have been resolved.

For instance, addresses that were blocked due to policy-related reasons will be reinstated if we can confirm proper email authentication.

Points to be noted:

You can manually unblock temporary blocked email addresses up to five times.
After the fifth attempt, the email address will be marked as permanently blocked and will require support to unblock. To ensure deliverability and avoid any email failure in the future we will mark soft bounces as hard bounces after
Unblocking an email address will not reset the bounce count to zero. We recommend that you ensure the cause of the block has been rectified before unblocking.

That's all for these enhancements. Please provide your feedback and queries in the comments below.

Resources: Email bounce management, FAQs on bounces

Thanks!

Sohel

P.S. This feature is available to all users in all DCs. Please use this functionality to remove email addresses from your blocked contact list, and don't hesitate to reach out to our support team if you experience any difficulties.

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