TargetX Communication Planner: Email bounces and Opt-Out FAQ
What is the difference between Email Opt-Out and Email Bounced?
The Email Opt-Out feature tracks whether a contact has unsubscribed from email messages sent by TargetX Communication Planner. The Email Opt Out checkbox on the Contact record will be checked if a person unsubscribes, and they will not be included in future TargetX Communication Planner email element sends.
Users may continue to send individual one-off emails to recipients who have chosen to opt out using the Send an Email button on the Contact record. When doing so, the following message will appear to alert you to their opt-out status:
"Warning! <<Contact Name>> asked not to receive emails. Do you want to send this email?"
The Bounced checkboxes on the Contact and Lead records designate contacts whose emails have bounced back on three consecutive campaigns.
Please note: new fields have been added to the Contact and Lead objects to track bounced emails for primary, alternate, and lead email addresses. Note: TX email bounce fields are not used for emails sent through Communication Planner.
The new fields are:
Comm Planner Has Alt Email Bounced (TX_CommPlanner__Has_Alt_Email_Bounced__c)
Comm Planner Has Alt Email Bounced Date (TX_CommPlanner__Has_Alt_Email_Bounced_Date__c)
Comm Planner Has Email Bounced (TX_CommPlanner__Has_Email_Bounced__c)
Comm Planner Has Email Bounced Date (TX_CommPlanner__Has_Email_Bounced_Date__c)
Why are Contact records marked as bounced?
When a Contact's email address has one hard bounce or three consecutive soft bounces, their record will be marked as "Bounced," and the contact will no longer be eligible to receive email messages. Read more about hard and soft bounces in Sendgrid's help article: Bounces.
How can I opt a student back into emails after they were bounced?
If a student stopped receiving emails because their email bounced, you can opt them back in to receive future emails if you received a new address or if the student confirms that the email address on file is correct:
Navigate to the Students (Contact).
Locate the student you wish to opt back in.
Uncheck the bounced checkbox on the Contact or Lead record.
If the alternative email address bounced when sending to the Contact record, you will want to uncheck the ‘Comm Planner Has Alt Email Bounced (TX_CommPlanner__Has_Alt_Email_Bounced__c)’ field.
How do students opt-out of Email messages?
An unsubscribe link is automatically included in the footer of each broadcast email that is sent from the system, as required by the CAN-SPAM Act.
If a Student or Parent contacts you and explicitly requests to opt back in, you may deselect the Email Opt Out field on the Contact record, provided they give their permission (again, due to the CAN-SPAM Act).
The Opt-Out fields are automatically taken into account before a message is sent. Anyone who has unsubscribed from the system will not be sent a message through the Campaign/Broadcast process. For additional information on opt-outs, see Managing Email Opt-outs.
Can I use TX Email (Campaign Builder) instead of TX Communication Planner's bounce fields?
The TX Email and Communication Planner fields are separate. However, you could create a separate checkbox that is marked ‘true’ if either of the bounced fields is checked ‘true’. Otherwise, you will want to add the newly added Communication Planner bounced fields to Reports that are used in Communication Planner track settings.
The fields are separate so that the Communication Planner could be created without a dependency on TX Email.