Excluded Recipient records represent recipients of an Email Send or SMS Message that ClickDimensions cannot send to. That could be because the recipient has previously opted-out, or it could be for a more technical reason, such as a missing email address or phone number. Excluded Recipients are removed from the Email Send or SMS Message's recipient list prior to sending, so they do not count against the total messages sent from your environment.
NOTE: Excluded Recipient records are only available for emails, not SMS Messages, unless your organization has moved to the ClickDimensions Opt-In Subscription Management style.
Goals
- Learn why a recipient can be excluded
- Learn where to see Excluded Recipients in CRM
- Learn what can be done about Excluded Recipients
- D365
- Legacy
Why Was a Recipient Excluded?
There are several reasons why a recipient would be excluded:
- Unsubscribed: The recipient either previously globally unsubscribed from emails or SMS Messages, or opted-out of the Subscription List associated to the Email Send or SMS Message you sent to.
- Blocked: The recipient's email address hard bounced on an email you previously sent to this person, or the email address had too many Soft Bounces from emails you previously sent to this recipient. Or the person marked your email as Spam and has a Spam Complaint Email Event.
- Missing Email: The recipient does not have an email address in the email field you set the email to send to.
- Unsubscribed/No Opt-In: The recipient either previously globally unsubscribed from emails or SMS Messages, or opted-out of the Subscription List associated to the Email Send or SMS Message you sent to, or the recipient has not yet explicitly opted-into your correspondence.
- Suppressed: The recipient existed on a marketing list set to receive an email, while simultaneously existing on a marketing list associated with the Email Send as a suppression list.
- Other: For reasons that are not included on the customer's current solution version.
The Excluded Recipient Record
The Excluded Recipient record looks like this:
The record lists the email address or phone number that was excluded, the reason why that recipient was excluded, the Email Send, Bulk SMS, or Individual SMS Activity from which the recipient was excluded, and Lead, Contact, or Account that address or number belongs to.
Where Can I See Excluded Recipients?
All Excluded Recipients
To see a list of every recipient that has ever been excluded from an Email Send or an SMS Message, navigate to ClickDimensions > Excluded Recipients.
Excluded Recipients for an Email Send
Navigate to Messaging > Sent Emails then open the Sent Email Send for which you want to see the Excluded Recipients.
There are three places from which you can see the Excluded Recipients for an Email Send.
1. Scrolling down on the Sent Email Send record will show a subgrid listing the associated Excluded Recipients.
2. Excluded Recipients can also be found within Email Statistics Reporting. Click on Email Statistics from the top ribbon. A new tab in your browser will open and you can see an overview of these email statistics, including the number of Excluded Recipients.
You can click export excluded emails to see the full list of excluded Recipients and the reasons why they were excluded from this Email Send within Excel. This will also show you the related Lead, Contact, or Account record for the Excluded Recipients.
3. Excluded Recipients can also be accessed from the Email Send's related menu. Go to the top of the screen and click on the down arrow next to the name of the Email Send and choose Excluded Recipients.
Here you will see the list of those who were excluded from this email and the reasons why.
Excluded Recipients for an SMS Message
To see a list of every recipient that has been excluded from an SMS Message, open the sent SMS Message you want to investigate, then select Excluded Recipients under the SMS Message's Related menu.
Why Was a Recipient Excluded?
There are several reasons why emails would be excluded:
- Unsubscribed: The recipient either previously globally unsubscribed from emails or SMS Messages, or opted-out of the Subscription List associated to the Email Send or SMS Message you sent to.
- Blocked: The recipient's email address hard bounced on an email you previously sent to this person, or the email address had too many Soft Bounces from emails you previously sent to this recipient. Or the person marked your email as Spam and has a Spam Complaint Email Event.
- Missing Email: The recipient does not have an email address in the email field you set the email to send to.
- Unsubscribed/No Opt-In: The recipient either previously globally unsubscribed from emails or SMS Messages, or opted-out of the Subscription List associated to the Email Send or SMS Message you sent to, or the recipient has not yet explicitly opted-into your correspondence.
- Suppressed: The recipient existed on a marketing list set to receive an email, while simultaneously existing on a marketing list associated with the Email Send as a suppression list.
- Other: For reasons that are not included on the customer's current solution version.
Where Can I See Excluded Recipients?
When opening a sent Email Send you can see under Email Statistics how many emails were excluded.
To get to these graphs go to CRM Marketing > Email Sends.
Change the view to Sent.
Choose the Email Send record you'd like to view.
There are three places from which you can see the Excluded Recipients for an Email Send. First, scrolling down on the Sent Email Send record will show a subgrid listing the associated Excluded Recipients.
Excluded Recipients can also be found within Email Statistics. Click on Email Statistics from the top ribbon. A new tab in your browser will open and you can see an overview of these email statistics, including the number of Excluded Recipients.
You can click export excluded recipients to see the full list of excluded Recipients and the reasons why they were excluded from this Email Send within Excel. This will also show you the related Lead, Contact, or Account record for the excluded recipient.
Excluded Recipients can also be accessed from the Email Send's related menu. Go to the top of the screen and click on the down arrow next to the name of this Email Send and choose Excluded Recipients.
Here you will see the list of those who were excluded from this email and the reasons why.
The Excluded Recipient Record
The Excluded Recipient record looks like this:
The record lists the email address that was excluded, why that address was excluded, and who that address belongs to.
What Can I Do About Excluded Recipients?
Email addresses are excluded, not the specific Lead or Contact record they are associated with. This means that some excluded recipient issues can be resolved pretty easily. For Missing Email Excluded Recipients, adding an email address to the Lead or Contact record will clear up the issue and allow you to send to that recipient. Recipients can also get excluded if, for example, an Email Send is set to send to address in Email 1, but the recipients' email addresses are stored in Email 2 instead. In this scenario, re-sending the Email Send to Email 2 instead of Email 1 will clear up the issue.
If an address is Blocked because it returned an invalid recipient hard bounce email event, you can send to that recipient again by correcting the email address on their record. This may be an easy fix like removing an extraneous blank space at the end of the email address, or it may require reaching out to the recipient to have them confirm their correct address.
Practicing good email marketing etiquette can help avoid email addresses becoming excluded due to blocks or unsubscribes because it helps ensure that you are only sending to recipients that want your emails and are only sending content that they care about.
| Feature Added: 2010 |
| Feature Updated: 9.2.0 (8.2.2 for CRM 2011) |
| ClickDimensions Version Needed: 9.2.0 (8.2.2 for CRM 2011) |