Anti-spam requirements

To comply with applicable law and industry best practices, our clients certify that they will use EngageOne Communicate only to send messages to recipients who have expressly consented (opted in) to receive them.

Accounts are suspended automatically when your “bounce rate” (that is, the percentage of destination email addresses that did not receive messages because the recipient’s mail servers returned them) exceeds acceptable industry thresholds. This is done to adhere to Internet Service Provider and anti-spam requirements.

Soft and hard bounces

The bounce rates percentage limits given below only refer to hard bounces; soft bounces are not included.

Hard bounces are defined as one of the following:

  • Permanent failures
  • Invalid domain
  • Recipient unknown

Soft bounces are defined as one of the following:

  • Temporary or transient failures
  • Inbox full
  • Mail server outage
  • Send from domain not authenticated – missing SPF and/or DKIM
  • Message too large
  • Content rejected
  • Attachment rejected
Some mail servers will automatically try to re-deliver a soft bounce after some time, depending on their configuration.

Both hard and soft bounces are recorded in analytics; see Reporting.

Bounce rate limits

If your account reaches a 2% bounce rate, your EngageOne Communicate account administrator will receive a notification via email and an in-app message warning that your bounce rate is increasing. If your account reaches a bounce rate of 4% or greater, your account is automatically suspended.

During an account suspension, your ability to send communications is disabled but all other aspects of EngageOne Communicate (creating communications, accessing analytics, etc.) will continue to work as usual.

How Do I Minimize My Bounce Rate?

There are many ways to minimize high bounce rates. Some common best practices include:

  • Cleansing your list to ensure that subscriber data is accurate and up to date.
  • Ensuring that your email list is composed of subscribers who subscribed themselves to your list.
  • Sending a verification email to subscribers to confirm interest in your list.

What Do I Do If My Account Gets Suspended?

If your account is suspended, the following form is displayed:

You can expedite the process of lifting the suspension by filling in this form and clicking Send form (this sends the form to Precisely support). Alternatively, contact support.

Complaint rate

Complaints (typically emails marked as spam) are treated in a similar way to bounces. Note the following:

  1. When the complaint rate exceeds 0.1%, the ability to send communications will be disabled.
  2. Your EngageOne Communicate account administrator will receive a notification via email.
  3. If we receive a complaint event for a specific email in a specific communication, the future sending of this email will be disabled (but the email will be sent if included in a new communication).