Bounced Email Management

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Bounced Email Management

Document Model

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.

Additionally, whenever an email bounces or is dropped, the recipient's email server returns an error message. Vault CRM parses this message and stamps a standardized Bounce Reason value on the Email Activity, Sent Email, and Channel Metrics records, and includes the reason in the Campaign Manager performance export.

Bounce Reason is system managed. The values and their order cannot be changed, and the field cannot be edited in Business Admin.

Bounce Reason does not populate for records created before this feature is enabled. Columns corresponding to fields the user does not have Read field permission to are skipped in the campaign performance export.

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

Configuring Viewing Bounced Email Reasons for

All Users

To configure viewing bounced email reasons:

Ensure Configuring Approved Email is complete.
Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate Permission Set.
Select Objects.

Grant the following permissions:

Object	Object Permission	Object Types	Fields	Field Permission
email_activity__v	R	email_activity__v	bounce_reason__v	Read
sent_email__v	R	All	bounce_reason__v	Read
channel_metrics__v	R	email__v	bounce_reason__v	Read

Navigate to Admin > Configuration > Objects.
Add the bounce_reason__v field to the appropriate layouts for the following objects:
- email_activity__v
- sent_email__v
- channel_metrics__v

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.

Viewing Bounced Email Reasons

End users can review why an email did not reach an HCP using the Bounce Reason field on the following types of Approved Email-related records:

Sent Email
Email Activity
Channel Metrics

This field populates when Email Activity record is created with an event type of Bounced or Dropped. The activity details of the record are evaluated against a set of internally managed patterns to determine which category applies, and the matching value then stamps on the appropriate Email Activity, Sent Email, and Channel Metrics records.

Bounce Reason is only evaluated when an Email Activity record is created with an event type of Bounced or Dropped. Records created with other event types, and updates to existing records, do not change the value.

Bounce Reason	Indicated Cause	Recommended Resolution
Invalid Address	The email address does not exist, is disabled, inactive, or cancelled, or the domain cannot be found.	Collect an updated, working email address from the recipient at the next visit or contact.
Already Bounced	The address is already known not to work, so delivery is not attempted.	Collect an updated, working email address from the recipient at the next visit or contact.
Mailbox Full	The recipient's inbox is at capacity and cannot accept new mail.	Ask the recipient to clear space in their inbox. If the same address repeatedly returns this value over weeks or months, treat it as an invalid address and collect a new one.
Blocked - Content	The receiving server's spam or content filter flags something specific about the message, for example an attachment, the message size, the wording, or malformed content.	Refer the message to the content creator to revise the wording, subject line, attachment, or message size.
Blocked - Rejected Sender	The recipient's organization refuses mail from the sender because of reputation, SPF, DKIM, or DMARC failures, or its own policy rules.	Refer the message to IT to request allowlisting with the recipient organization and to review domain authentication.
Recipient Server Issue	A temporary technical problem occurs on the receiving end, for example a timeout, rate limit, mail loop, or expired message. This does not indicate a problem with the address.	No action is needed, even if the value repeats.
Unknown	The reason cannot be determined confidently, because the message text is empty or too ambiguous to classify.	Refer the message to IT to log and review periodically.

Resending Bounced Email as

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