Issue contacts are contacts whose email bounced, is undeliverable or badly formatted, or who unsubscribed or opted out of texts. Keeping track of them protects your email deliverability, so your newsletters and mass emails reach engaged recipients.
How to Check a Contact's Issue Status
If a contact says they aren't receiving your emails, check their record for an issue badge.
Go to the Contacts tab.
Search for the contact by name or email.
Check for an issue badge next to their email, such as Bounced, Undeliverable, Unsubscribed, List Unsubscribe, or Text Opt Out.
Click the contact to open their record and see the bounce reason and other details.
How to Review Issues on a Mass Email
VipeCloud tracks bounces and unsubscribes on every newsletter and mass email you send.
Click Email in the sidebar.
Click Mass to see your previously sent mass emails.
Check the Issues column for the number of contacts that bounced or unsubscribed from that email.
Click the issue count to see a breakdown of the affected contacts.
Watching this number per send shows you when a list is hurting your sender reputation, so you can clean it up before the next send.
How to Filter Issue Contacts in a Contact List
You can see the issue contacts within one list, such as your newsletter subscribers.
Go to the Contacts tab and select Contact Lists.
Open the list you want to review.
Click the contact type dropdown at the top of the list, which shows Active For Emailing by default.
Select the email status you want to see.
Email statuses:
Active For Emailing - Contacts you can send to.
Unsubscribed - Contacts who opted out of receiving emails.
Bounced - Contacts whose email previously failed delivery.
Undeliverable - Invalid or blocked addresses.
No Email - Contacts with no email address.
The same dropdown has Active For Texting, Text Opt Out, and No Mobile Phone under Texting. Sending only to active contacts prevents repeated bounces that could harm your email reputation.
How to View All Issue Contacts in Your Account
The Issue Contacts pages list every issue contact across your VipeCloud account.
Click Issue Contacts in the sidebar under Contacts.
Select the page you want to review.
To find a specific contact, type in the search box at the top of the table.
To download the list, click Export.
To let VipeCloud send to a contact again, click Override on their row, or check several contacts and select Override from the dropdown at the top of the table.
Issue Contacts pages:
Bad Emails - Contacts with incorrectly formatted email addresses. You can delete these contacts, but not override them.
Bounces - Every bounced email and its reason. Bounces are account-wide.
Unsubscribes - A record of every contact who opted out of your emails.
Text Opt Outs - Contacts who opted out of texts. Text opt outs are per-user.
Suppressed Domains - Email domains you don't want your account to send mass emails to.
How to Import an Unsubscribe List From Another System
If you're switching to VipeCloud from another platform, import your existing unsubscribe list so you don't email people who already opted out.
Click Import in the sidebar under Contacts.
Select Unsubscribe List.
Upload a CSV file with an email column listing the unsubscribed email addresses.
The email column is the only column saved. Once imported, these contacts are marked unsubscribed and removed from any existing lists they're on, so they don't receive mass emails.
Video Walkthrough
Use the timestamps below to jump to specific sections:
2:56 - How to Check a Contact's Issue Status
5:18 - How to Review Issues on a Mass Email
6:27 - How to Filter Issue Contacts in a Contact List
8:54 - How to View All Issue Contacts in Your Account
11:29 - How to Import an Unsubscribe List From Another System