This article explains how to locate recipients who marked an email as spam or generated a hard bounce in AMS+.
Requirements
- Email Marketing must be activated in your agency's AMS+ account.
- Only the Account Owner can activate it. Learn more.
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Manage Email Marketing permission.
In this article
- Locate a spam or bounce recipient in Email Marketing
- Locate a spam or bounce recipient in Legacy Servicing Automated Workflow
- View spam details on a contact record
- Why emails may not be received
- Legacy components
Locate a spam or bounce recipient in Email Marketing
To locate a recipient who marked an email as spam or generated a hard bounce:
- Go to Email Marketing > Servicing.
- Find and select an email campaign with high bounce or spam rates.
You can identify these campaigns on the Overview tab or the Email Campaigns tab.
- Select the Recipients tab.
- Select "Bounce" or "Spam" from the Recipients dropdown menu.
Note: If you're viewing a drip campaign with multiple emails, you'll need to select the "1 of .." dropdown box to view each separate email drip of the campaign.
You will see which recipients marked an email as spam or generated a bounce.
Locate a spam or bounce recipient in Legacy Servicing Automated Workflow
To locate a recipient who marked an email as spam or generated a hard bounce:
- Go to the Automated Workflow > Use a Legacy Workflow > Servicing & Agency Workflow > Servicing & Agency > Saved Workflows tab.
- Find and select a workflow with high bounce or spam rates.
You can identify these workflows in the Highest Bounce & Spam graph or on the Saved Workflows tab.
- Select the Email > Recipients tab.
- Select "Bounce" or "Spam" from the Recipients dropdown menu.
Here you will see which recipients marked an email as spam or it bounced.
View spam details on a contact record
If a contact has reported a message as spam, their opt-flag will be set to yes, and you will see the details of when the spam was reported.
Why emails may not be received
If your email is not being marked as spam, the contact may not have a valid or up-to-date email address in AMS+.
Use reports to download lists of your Agent Record and Individual Record entries. Review and update any record that does not have an email address.
Legacy components
The following content applies only to accounts that do not have Enhanced Automated Workflow enabled. To check, go to the Automated Workflow page. If you do not see the "Welcome to the New Automated Workflow" banner, this section applies to you.
Legacy components in this section:
- Locate a spam or bounce recipient in Legacy Servicing Automated Workflow navigation — accounts without Enhanced Automated Workflow
Locate a spam or bounce recipient in Legacy Servicing Automated Workflow navigation
To locate a recipient who marked an email as spam or generated a hard bounce:
- Go to Automated Workflow > Servicing.
- Find and select a workflow with high bounce or spam rates.
You can identify these workflows in the Highest Bounce & Spam graph or on the Saved Workflows tab.
- Select the Email > Recipients tab.
- Select "Bounce" or "Spam" from the Recipients dropdown menu.