HubSpot Ideas

saravidal

Filtering by contacts that global bounced

It would be great to have a filter that filters contacts by global bouncing,  not only if they unsubscribe from marketing emails.

 

F.e: If a contact is not working anymore in an enterprise and its email is disabled, it would be of great help this kind of filter to keep the database updated.

10 Replies
WillStrohl
Participant

How is this not a feature already?  (Or easier to discover if it already is...)

elizabee
Member

I found that some of our clients have global bounce tags on them. These are existing clients we communicate with regularly. It would be really helpful to be able to find them. 😕

LDavis1
Participant

Hello - I think I may have found a potential workaround to filtering this.  

 

https://knowledge.hubspot.com/email/what-is-the-difference-between-a-hard-bounce-and-a-soft-bounce

 

If you scroll down to "global bounce" it says that it includes unknown user and mailbox full.  Potentially if you filtered on that, you could find most of the global bounces?

 

I am going to pressure test this.

EDIT-tested it and it doesnt pull in globals.  SIGH

WillStrohl
Participant

Thanks for trying, LDavis1.  🙂 

Msloss624
Member

Feels like this should be easy to implement and obviously useful. Creating static lists after every email and then manually removing is less than ideal....

Aspermont
Participant

I agree, we desperately need this tool as we have paying customers who are bouncing that we need to identify before they email in and say "I haven't been getting your emails" - which is part of the service they pay for. Please implement this global bounce list!!

DPalilonis
Participant

I want to agree as well that we need the ability to filter static contact lists for "global bounce" contacts. The only way I can find them is opening each contact individually, which gets burdonsom. 

acole4
Member

This feature is a must have - it is quite limiting to only know someone is a global bounce because you have to chase down the contact uniquely then enter into their record.  Major misuse of my time when there is already data on the back-end flagging these emails - we just need a filter option so we can properly manage our contacts.  Keeping a globally bounce email in my contact repository is bad practice, yet I have no way to quickly identify all those that have globally bounced and clean up my database.

austinkimhale
Participant

I did a bit of a deep dive on this and I believe I've found a workaround. For context, the use case I experienced was importing contacts from our SaaS application userbase.  After initial import some percentage of these contacts were marked as "Contact has bounced globally" without having sent any emails i.e. we had no historical basis to filter on to identify which of these users should be added to our global suppression list and/or removed from the CRM.

 

I had hoped the "hs_email_is_ineligible" property, which is a hidden property on contact records, would be populated & available via the API but no such luck. I also looked at: 

  • hs_email_bad_address
  • hs_email_bounce
  • hs_email_customer_quarantined_reason
  • hs_email_hard_bounce_reason
  • hs_email_hard_bounce_reason_enum
  • hs_email_is_ineligible
  • hs_email_optout
  • hs_email_quarantined
  • hs_email_quarantined_reason
  • hs_emailconfirmationstatus
  • hs_legal_basis
  • hs_sa_first_engagement_descr

The only field I was able to verify across 1,000+ globally bounced records as consistently being populated every single time when the contact record was marked as a global bounce (tested by navigating to the Contact record in the UI) was hs_email_hard_bounce_reason_enum. In every case this field was marked as "OTHER". 

To filter these contacts in the list view, I combined the filters:

  • Email hard bounce reason is any of "Other"
  • Recent sales email open date is unknown
  • Last marketing email open date is unknown

 

Translation: Give me all the contact records where we have "other" listed as the email hard bounce reason BUT also where we have nothing in terms of the last date/time the contact opened an email from our team. This isn't a silver bullet since there will still be use cases where you'll have email history with a contact & then they transition into a "global bounce" state. For those, I've found adding the unsubscribe filter helps since it seems those get bucketed into "Other" as well. 

KMcNamara6
Member

this should be a criteria you can include like any other bounce criteria when building lists