Fuga uses Mailgun to send your e-mails. As soon as a mail to an address fails once, because the address does not exist or the mailbox is full, or because the recipient marks your mail as spam, Mailgun puts that address on a blocklist. From then on, no more mail is delivered to that address.
When sending, you see no error message in Fuga: Mailgun accepts the mail, so sending seems to work. The mail just never arrives. In the Sent e-mails via Mailgun report these attempts show as failed, with the reason "Not delivering to previously bounced address".
The Suppressed e-mail addresses report shows which addresses are blocked and why. There you can unblock the addresses that can safely receive mail again.
Why are addresses blocked?
Blocking protects the reputation of all Fuga mails. When many mails bounce or are marked as spam, Gmail, Outlook and other mailboxes start to distrust all mail from Fuga and treat it as spam. Then even normal mails no longer arrive. By blocking the problem addresses, Mailgun prevents this.
Where do you find the report?
Go to Analysis => Reports => Show all reports => Communication => Suppressed e-mail addresses.
What does the report show?
For each blocked address you see:
- the name of the person
- the blocked e-mail address
- the type of block: bounce or complaint (spam)
- the reason for the block
- the error code from the recipient's mailbox
- when the address was blocked
- when it was last unblocked (resets when the address is changed)
- how many times it has been unblocked (resets when the address is changed)
You can sort on the reason column. That way you find, for example, all addresses with a full mailbox together and unblock them in one go.
Types of block
- Bounce: the mail could not be delivered (unknown address, full mailbox, server temporarily unreachable). You can usually unblock these once the cause is solved, or when the address is in fact correct.
- Complaint (spam): the recipient marked your mail as spam. Don't simply unblock these. First contact the client through another channel and ask whether they want to receive your mails again. Only unblock the address with their explicit agreement. Otherwise leave it blocked.
Unblocking an address
Only an administrator (admin user) can unblock an address. Click the Unsuppress button on the address's row. From then on, mails to that address are delivered normally again.
An address can be unblocked at most twice. After that, the button no longer appears for that address. The address is then a real problem: correct it on the client record instead.
Note: Sonetas keeps an eye on addresses that are unblocked and then blocked again. Repeatedly unblocking an address that keeps failing or keeps being marked as spam harms the mails of all practices on Fuga. Sonetas can then stop sending mails from Fuga for your practice. So only unblock an address when you are sure it can receive mail again.
Good to know
- Unblocking does not fix a wrong address. If the address itself is wrong, correct it on the client record instead of unblocking it.
- Was there a temporary problem with your practice's sending address (for example with the domain settings), and has it been solved? Then check this report and unblock the addresses that only failed because of that problem. Otherwise they stay blocked.
SMS: no spam filter, no blocklist
For reminders and confirmations of appointments and treatments, SMS is more reliable than e-mail: an SMS does not end up in a spam filter or on this blocklist. More about Fuga SMS. Are your mails not arriving, even though the address is not blocked? Read this article.