Bounced Email Management
To allow users to fix email addresses that previously bounced, an error message displays so users can verify the address and make changes. This prevents additional attempts to send emails to the incorrect address for the HCP.
Who can use this feature?
- Content Admin Users — Browser
- Managing Bounced Email
- End Users — Browser, iPad, iPhone
- Resending Bounced Email
- Users require an Approved Email license
Managing Bounced Email as
Content Admins
To change the error message text, content admins can update the APPROVED_EMAIL_BOUNCED_ERROR Veeva Message.
To resolve temporary bounce issues, admins can follow these steps:
- Verify the email address is valid.
- Work with the HCP or HCO to resolve any issues on their end that may have caused the email to bounce.
- Delete the channel_metrics__v record, or update the email_delivery_error__v field to use a blank or custom picklist value.
Resending Bounced Email as
End Users
When a user sends an email to an address and that email bounces, a bounce event is associated with the email address. Information about the bounce event is stored in the channel_metrics__v object. Changes are not made to the consent records to prevent an automatic opt-out leading to another attempt to confirm consent. If any user attempts to add that address as a recipient, an error message displays.
The user cannot send the message until they select a valid email address. To select another email address, select the dropdown, or select the Manage Email Addresses button to enter a correct address. Select away from the popup to continue composing your email. If an email was scheduled using the address, the email is not sent, and the status of the Sent Email record is set to failed.
Bounced email management also applies to consent capture. If a user attempts to resend a consent capture email that previously bounced, an error displays. If your organization requires explicit consent, see Capturing Consent for more information.
Considerations
- Bounced email functionality also applies to emails related to Events
- Bounced email management does not apply to test email addresses or system administrator addresses
