Sometimes send-outs fail to reach a recipients. Other times your recipients decide they don’t want your messages anymore. There could be several reasons why. Here’s an explanation of the email send-out bounces and unsubscriptions that you might run into in Engage.

Email bounces are categorized as either soft or hard:

• A hard bounce indicates that the recipient's email address is faulty and will be blocked from further communication. A blocked address will be displayed in red with a strikethrough.
• A soft bounce indicates that there was a temporary issue in delivering the email message to the recipient's address. A soft bounce does not result in a blocked address in Engage.
• 10 recurring soft bounces (over 90 days) will result in the email address being blocked for further communication. When this happens a log entry will be added to the contact card, on the Change history tab.

Unsubscribing (opt-out)/Resubscribing

A contact will usually unsubscribe from communication by an action in their email client or by clicking a link in an email message. Voyado automatically adds the standard the email headers as recommended for high deliverability:

• List-Unsubscribe (link and mailto)
• List-Unsubscribe-Post (One-Click)

An email address belonging to an unsubscribed contact will be displayed in black with a strikethrough.

An administrator may opt-out or opt-in a contact by checking or unchecking the relevant checkbox on the contact card of the contact. Make sure to always have explicit consent before opting-in an opted-out contact.

Removing a block (hard bounce)

You can manually unblock an address on the contact card. Simply click Remove block below the address field.

Article last reviewed 30 September 2025 12:24