Email you send using our Email Marketing software should be validated with an SPF record (or DKIM – “DomainKeys”) by the email service provider, to ensure it is not automatically treated as spam, thereby skipping your list recipients’ inbox altogether.
In the case that your emails are marked as spam by the email recipient, there is an effective approach to being notified of such occurrences, called Feedback Loops, or FBL for short.
Feedback Loops is a system of notifying the domain owner when a user of certain email clients, such as Yahoo or AOL, marks a message as spam. The intent is to provide domain owners notification of such occurrences so they can better manage their subscriber retention and email marketing techniques.
Using our Email Marketing software, you can manage Feedback Loop occurrences, giving you more control and precision when sending campaigns.
First, you’ll need to set up a feedback loop through the appropriate email provider. Please see our documentation and links for how to do this.
Note: For our software to detect and record spam complaints from feedback loops, it is required that you use the same email address that is used for bounces within the email marketing software.
When a spam complaint occurs for one of the email service providers that you have a feedback loop established, an email will be sent to the same email address used for bounces in the email marketing software, with a unique content type that tells our software to treat it as a feedback loop email.
Once it’s in the email marketing software, it will be treated as abuse, meaning the subscriber is removed from the list, and this occurrence logged in abuse reports.
Note: Make sure you have Abuse Management turned on, under Settings > Mail Sending:
To view abuse reports, click on the “Manage & Take Action” link along the top of the admin section (which will inform you of any groups that are suspended due to abuse complaints). You can then view each individual abuse (email address):
Please note: This interface will show you all abuse occurrences, including those recipients who manually report email abuse by clicking the link within campaigns.
If Abuse Management is not turned on, there is no interface (yet) for viewing feedback loop occurrences, unless you examine the database itself. Feedback loop occurrences are saved in the
em_feedbackloop database table with the entire body of the message, and timestamp of the occurrence.
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