Invalid Contact Email Addresses

In a contact workspace, an invalid email address is flagged by a warning indicator to the right of the Email field.

In the database, validity is tracked for primary and alternate email addresses in three fields: contacts.email_invalid, contacts.email_alt1_invalid, and contacts.email_alt2_invalid. When these fields are updated, the contact audit log is updated accordingly. These fields can also be used in reports or as conditions in an incident or contact rule. See Overview of Creating Basic Custom Reports and Overview of Business Rules.

If an agent attempts to send an incident response to a contact with at least one valid primary or alternate email address, B2C Service sends the message to the valid address and no warning is given. However, if an agent attempts to send a response to a contact whose primary and secondary email addresses are all marked invalid, B2C Service displays a warning message asking whether to proceed. If the agent clicks Yes, the system sends the response and sets all of the email addresses back to a valid state. However, if the response results in a bounce message that indicates an address is still not valid, Techmail invalidates the address once again.

Especially useful for identifying invalid email addresses is the Contacts with Invalid Email Addresses report you (Public Reports/Common/Contact Reports). This report lists all contacts with one or more invalid primary or alternate email address, resulting from both hard and soft bounces. It also lists the most recent invalid date.

Tip: It is not possible to override bounce detection to prevent Techmail from setting an email address to invalid. However, if a message that is not a bounce message is received from an address flagged as invalid, Techmail automatically updates the contact and revalidates the address. You can manually revalidate a contact’s address by slightly modifying it, saving the record, and then reopening the record and setting it back to its original state. For example, if you change the address [e-mail] to [e-mail] and save the contact, then change it back to [e-mail], the address is set as valid.