Sending health: bounces, complaints and pauses

Email › Sending health shows how your email is doing with mailbox providers, and who is excluded from your sends.

The rates

Three rates are shown for the last 7 days:

• Bounces — emails sent to mailboxes that don't exist. Sending is paused above 2%.
• Spam complaints — people who marked an email as spam. Sending is paused above 0.1%.
• Unsubscribes — worth a look above 1%, but they pause nothing. Unsubscribing is what people do instead of complaining.

The limits apply once you have sent 200 emails in a week. Below that, one bounce would be a large percentage.

When sending is paused

If bounces or complaints cross their limit, email is paused for the project: running campaigns stop and automations don't send. Everyone on your team who can send gets a notification and an email saying which limit was crossed. Our team is told too and will get in touch about turning it back on.

A single campaign can also be stopped after its first 5% if too many addresses bounce or complain. The rest of that campaign isn't sent.

How to stay healthy

• Only email people who signed up with you. Never use bought, rented or scraped lists.
• Keep contacts in sync with your app, so closed accounts stop receiving email.
• Send what people expect, at a pace they expect.

Sending domains

The page shows whether your From domain is verified and has a DMARC record, and how far a new domain is into its warm-up.

People you never email

Everyone who unsubscribed, marked an email as spam or whose mailbox bounced, plus addresses you added yourself. They are skipped by every campaign and automation.

• Filter by reason, search by email, or Export the list.
• Add addresses for people who asked you to stop some other way, such as by replying or by phone.
• You can remove only the addresses you added yourself, and unsubscribes you brought in from another email tool. A spam complaint or a bounce never comes off, and an unsubscribe made here is the recipient's to undo.