Working with Email Bounce Backs

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Modified on: Fri, 2 Dec, 2022 at 9:11 PM

When you view the Email Analytics & Statistics Report that is available after an email has been sent in the Cision Communications Cloud, you may notice you have some emails that have bounced back from members of your media lists. You have the ability to see who has not successfully received your email distribution and work with these bounce backs in the system.

If your email distribution has not been successfully received by members of your media list, you will see this initially indicated in the Bounced section of your Email Analytics and Statistics Report.

Examining & Working with Bounce Backs:

On the right-hand side of the Email Statistics & Analytics Report, you can easily see what members of the media have not successfully received your email and then take action for each of these intended recipients.

To examine this information,

1. Click the upside-down arrow next to All Recipients.
2. Select the Bounced Emails option.
3. For each individual whose email bounced, you will see the Email Bounced indicator as well as a reason code for why the email bounced. Hover over the reason code to see a more specific explanation for why the email bounced.
4. If the bounce back message indicates that the recipient email address has been rejected, click on the media contact’s name to open their profile
5. If the media contact’s profile indicates that they are a Private Contact, you will have the option to edit and update the email address. Click here to learn more about Private Records.
6. Click the Three Ellipses button to access options for working with bounce backs.
7. Click Edit Private Contact Info to change the contact information for a Private Record.
8. Select the Request Update option for Public Contacts who do not have the Private Contact label. Public Contact records are maintained by Cision, Requesting an update will let our media research team know that they should reach out to the media contact in an effort to update their contact  information. While our media research team contacts each member of the media in our database multiple times each year, requesting an update is extremely valuable as information can change ahead of our team reaching out.
9. Selecting all of your bounce backs and adding them to a list (once you have corrected any Private Contact email addresses) is beneficial so that you can easily send the distribution to them again.

Send Again to Bounce Backs:

You can easily send the email distribution again to any bounce back contacts using the Replicate option. To use this option effectively, you will first want to update any email addresses for private contacts and then add the individuals to whom you want to send again to a media list. These options are addressed in the previous section of this document. Sending the email again is also beneficial for bounce backs resulting from Media Contacts that previously had an out of office reply on or where there were intermittent server connection issues.

To begin the Replicate process,

• Click the Three Ellipses button in the upper right-hand corner of the Email Statistics & Analytics screen.
• Select the Replicate option. You will be guided through the familiar steps for creating an email. When using the replicate option, the system will pre-populate the body content from the previously sent email. Click here to learn more about Replicating an Email.