Understanding quarantine management | ÃÛ¶¹ÊÓÆµ Campaign

Documentation Campaign Campaign Standard Documentation

Understanding quarantine management understanding-quarantine-management

Last update: Tue Jul 09 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

Applies to:
Campaign Standard

Topics:
Deliverability

CREATED FOR:

Intermediate
User

About quarantines about-quarantines

An email address or a phone number can be quarantined, for example, when the mailbox is full or if the address does not exist.

In any case, the quarantine procedure complies with specific rules described in this section.

Optimizing your delivery through quarantines optimizing-your-delivery-through-quarantines

The profiles whose email addresses or phone number are in quarantine are automatically excluded during message preparation (see Identifying quarantined addresses for a delivery). This will speed up deliveries, as the error rate has a significant effect on delivery speed.

Some internet access providers automatically consider emails to be spam if the rate of invalid addresses is too high. Quarantine therefore allows you to avoid being added to denylist by these providers.

Moreover, quarantines help reducing SMS sending costs by excluding erroneous phone numbers from deliveries.

For more on best practices to secure and optimize your deliveries, refer to this page.

Quarantine vs Denylist quarantine-vs-denylist

Quarantine and denylist do not apply to the same object:

Quarantine applies only to an address (or phone number, etc.), not to the profile itself. For example, a profile whose email address is quarantined could update their profile and enter a new address, and could then be targeted by delivery actions again. Likewise, if two profiles happen to have the same phone number, they will both be affected if the number is quarantined.

The quarantined addresses or phone numbers are displayed in the exclusion logs (for a delivery) or in the quarantine list (for the entire platform).
Being on the denylist, on the other hand, will result in the profile no longer being targeted by the delivery, such as after an unsubscription (opt-out), for a given channel. For example, if a profile on the denylist for the email channel has two email addresses, both addresses will be excluded from delivery. For more on the denylist process, refer to About opt-in and opt-out in Campaign.

You can check if a profile is on the denylist for one or more channels in the No longer contact (on denylist) section of the profileâ€™s General tab. See this section.

NOTE

Quarantine includes an On denylist status, which applies when recipients report your message as spam or reply to an SMS message with a keyword such as â€œSTOPâ€. In that case, the profileâ€™s involved address or phone number is sent to quarantine with the On denylist status. For more on managing STOP SMS messages, refer to this section.

Identifying quarantined addresses identifying-quarantined-addresses

Quarantined addresses can be displayed for a specific delivery or for the entire platform.

Identifying quarantined addresses for a delivery identifying-quarantined-addresses-for-a-delivery

Quarantined addresses for a specific delivery are listed during the delivery preparation phase, in the Exclusion logs tab of the delivery dashboard (see this section). For more on delivery preparation, refer to this section.

Identifying quarantined addresses for the entire platform identifying-quarantined-addresses-for-the-entire-platform

Administrators can access the detailed list of the email addresses in quarantine for the entire platform from the Administration > Channels > Quarantines > Addresses menu.

NOTE

The increase in the number of quarantines is a normal effect, related to the â€œwear and tearâ€ of the database. For example, if the lifetime of an email address is considered to be three years and the recipient table increases by 50% each year, the increase in quarantines can be calculated as follows: End of Year 1: (1*0.33)/(1+0.5)=22%. End of Year 2: ((1.22*0.33)+0.33)/(1.5+0.75)=32.5%.

Filters are available to help you browse through the list. You can filter on the address, the status, and/or the channel.

You can edit or delete each entry, as well as create new ones.

To edit an entry, click the corresponding row and modify the fields as needed.

To manually add a new entry, use the Create button.

Define the address (or phone number, etc.) and channel type. You can set a status for being in the quarantine list and an error reason. You can also indicate the date when the error occurred, the number of errors, and enter the error text. If needed, select the last delivery that was sent to the address from the drop-down list.

Removing a address from quarantine removing-a-quarantined-address

Automatic updates unquarantine-auto

Addresses that match specific conditions are automatically deleted from the quarantine list by the Database cleanup workflow. Learn more about technical workflows, see this section.

The addresses are automatically removed from the quarantine list in the following cases:

Addresses in a Erroneous status will be removed from the quarantine list after a successful delivery.
Addresses in a Erroneous status will be removed from the quarantine list if the last soft bounce occurred more than 10 days ago. For more on soft error management, see this section.
Addresses in a Erroneous status that bounced with the Mailbox full error will be removed from the quarantine list after 30 days.

Their status then changes to Valid.

The maximum number of retries to be performed in case of Erroneous status and the minimum delay between retries are now based on how well an IP is performing both historically and currently at a given domain.

IMPORTANT

Recipients with an address in a Quarantine or Denylisted status are never removed, even if they receive an email.

Manual updates unquarantine-manual

You can also un-quarantine an address manually. To manually remove an address from the quarantine list, you can remove it from the quarantine list or change its status to Valid.

Select the address from the Administration > Channels > Quarantines > Addresses list and select Delete element.
Select an address and change its Status to Valid.

Bulk updates unquarantine-bulk

You might need to perform bulk updat