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Check bounced campaigns

When a FROGED campaign is sent to a large number of contacts, it may happen that some of them do not receive it. The reasons why a customer does not receive a campaign can be several: error in customer's saved data, lack of information, communication channel failure, templates not validated for commercial use...

To know if a campaign has been sent to entire audience without errors, you should consult these metrics:
  • Sent = 100%
  • Delivered = 100%
  • Bounced = 0%
Bounced campaigns are those messages that you have tried to send and deliver to customer and could not for some reason. This data appears in campaign performance cards in ‘overview’ tab and in ‘reports’ tab.



When bounce value is not 0, it means that a customer has not received campaign. To find out which customers have not received campaign, clicking on bounce card opens a side window with a table that lists only contacts that have not received message. In addition, a red column appears in table describing reason why campaign bounced.

From bounce window you can download a .csv document, by clicking on button at the top, with data of all customers who have not received campaign. In same file reason for bounce appears to keep track of errors.



In tables where audience of campaigns is displayed, a red column is also added at the end with bounce reason, but it only appears when this happens, if it is not empty. Thanks to this, you will be able to correct any errors that have occurred and resend same campaign to those customers who have not received it.


Related articles

Status, deliveries and diagnosis

Distinguish campaign status from each recipient's outcome. A scheduled campaign has not been sent yet; sending does not necessarily mean delivery, opening or a reply. Some outcomes arrive after the initial send.

Before repeating a campaign, review its report, period, channel and affected recipients. A delivery rate below 100% does not, by itself, identify the cause or mean that you should resend to the whole audience.

Investigate an issue

  1. Find the campaign and check whether it is a draft, scheduled or already sent.
  2. Review which recipients were included and excluded.
  3. Check delivery events and the available error details.
  4. For email, review the address and bounce reason; for WhatsApp, review the number and Twilio template.
  5. Correct the cause and limit retries to recipients who actually need them.

Respect unsubscribes and exclusions. Do not use a reimport or resend to bypass a request not to receive communications.

Email suppressions

In Settings > Data > Email suppressions, with Data permission, you can view contacts flagged for a bounce, spam report or unsubscribe. A contact can have several restrictions, and the list lets you open their profile.

Remove a restriction only after checking the address, resolving the cause and verifying the contact's consent. Delete beside the reason removes that restriction, not the contact. The action requires confirmation and changes only the selected flag; other restrictions may remain active.

Removing a suppression does not automatically resend a campaign or guarantee that the provider will deliver the next email. Do not use this option to ignore an unsubscribe or complaint.

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