A suppression is an absolute Do Not Send status in Marketing Automation Enterprise (MA Enterprise). When a recipient is suppressed, they will no longer receive any emails from that account; this is why reversing a suppression is a manual process.
Generally, a suppression is completed by:
- Suppressing an individual recipient (see Modify a Recipient's Suppression Status),
- suppressing multiple recipients by uploading a list of records via a .csv file, or
- using Suppression Across Accounts to share suppression across MA Enterprise accounts with a parent-child structure. See Suppression Across Accounts to learn more.
What's the difference between suppression and unsubscribe?
If a user's unsubscribe setting is Unsubscribe from All Groups, there's little difference. Technically, MA Enterprise treats them differently, but the effect is the same: the recipient will no longer receive messages.
If a user's unsubscribe setting is Unsubscribe from Group Only or Message Category, then they are unsubscribed only from the specified group or message category. However, if suppressed, they will not receive any future messages (emails, faxes, and/or SMS), regardless of what groups or categories they belong to.
How can recipients be suppressed?
A recipient can be suppressed either manually or automatically (by the system), and suppression can be triggered in a number of ways. Refer to Suppression Types for the full list, including descriptions and TypeIDs.
- Manual - A Higher Logic admin suppresses the recipient record.
- List Upload - A Higher Logic admin uploads a list of recipients to suppress.
- Campaign - A campaign is created in MA Enterprise to automatically suppress individuals.
- Suppression Across Accounts - For MA Enterprise accounts with a parent-child structure, suppression can be either shared or cascaded across accounts.
Automatic System Suppression
- Spam Complaint - MA Enterprise automatically suppresses recipients who register a spam complaint. This cannot be reversed by a Higher Logic admin, and requires an email forwarded to Higher Logic Support from that recipient requesting to be added back to your mailing.
- User Not Found - If two consecutive User Not Found bounces occur, MA Enterprise automatically suppresses the associated recipient.
- Bad Domain - If two consecutive Bad Domain bounces occur, MA Enterprise automatically suppresses the associated domain.
- Auto Non-engaged - MA Enterprise can automate a rule for your account to automatically suppress recipients who have not opened X number of consecutive emails.
A recipient can be suppressed from receiving emails, faxes, or SMS messages.
Managing suppression lists and records
Navigate to the Contacts tab, and then click SUPPRESSION in the left sidebar. From here, you can:
- Click Suppressed Recipients to view recipients who are currently suppressed.
- Click Upload a Suppression List to upload a .csv file containing recipients you want to suppress.
Managing suppressed recipients
After clicking Suppressed Recipients, you can generate three types of suppression lists:
- Records whose email address is suppressed
- Records whose fax number is suppressed
- Records whose email address and fax number are both suppressed
After a list is generated, use the Quick Search at the top of the page to locate an individual record or group of records. You can then click the Details button associated with a recipient to access their record. From here, you can click the Modify Suppression Status icon to modify their suppression status.
Uploading a suppression list
After clicking Upload a Suppression List, you can upload a .csv file to suppress recipients from recipients from receiving emails, faxes, or both.
- Select how you're identifying your recipient records: by email address or fax number (your list should contain these values).
- Select the type of message(s) recipients are to be suppressed from receiving: email only, fax only, or both email and fax.
- Click Choose File, and find the .csv file.
- Check the box if your .csv file contains a header row.
- Click Submit.
NOTE: Your .csv file must only include a single column whose values are either email addresses or fax numbers.
Below are some common problems encountered when working with suppressed recipients.
Question: Why did my recipient not receive my message?
Answer: Did you check to see if the recipient is suppressed? If so, you can remove the suppression status.
Question: Can I send an individual email to a suppressed recipient?
Question: If I add a suppressed recipient to the AdHoc Recipient list on a group send will they receive the email?
The following table lists and describes the various types of suppression.
|1||Manual||MA Enterprise user manually applied suppression to one recipient.|
|2||List Upload||MA Enterprise user uploaded a list of multiple recipients to be suppressed.|
|3||User Not Found||Automatic suppression via an account rule to suppress recipients with 2 consecutive "user not found" bounces with no success.|
|4||SPAM Complaint||Automatic suppression after the recipient clicked on a "report spam" type button or link in an email.|
|5||Campaign||Automatic suppression via an MA Enterprise user-defined campaign action.|
|6||Domain Suppress||Automatic suppression via a regular scheduled task. All recipients with the specified domain are suppressed.|
|7||Manage Subscription||Recipient indicated preference via a subscription page.|
|8||Bad Domain||Automatic suppression via an account rule to suppress recipients with 2 consecutive "bad domain" bounces with no success.|
|9||Unsubscribed Across Accounts||Automatic suppression via a regular scheduled task that locates recipient-unsubscribes in one account and suppresses those recipients in another account.|
|10||Suppressed Across Accounts||Automatic suppression via a regular scheduled task that locates suppressed recipients in one account and applies them to another account.|
|11||Auto Non-engaged||Automatic suppression via an account rule to suppress recipients with consecutive "Not Opens".|
|13||Unsub From All Link||Recipient clicked "Unsub from all future emails" link on the unsubscribe page.|
|14||Generic Hard||Automatic suppression via an account rule to suppress recipients who meet the threshold for consecutive "hard bounces" with no success.|
|15||Generic Soft||Automatic suppression via an account rule to suppress recipients who meet the threshold for consecutive "soft bounces" with no success.|
|16||Mailbox Full||Automatic suppression via an account rule to suppress recipients who meet the threshold for consecutive "mailbox full" bounces with no success.|
|99||Previous||Suppressed before suppression types were tracked.|
|0||Detail Unavailable||Detail Unavailable|