Inbound Messaging

The goal of electronic marketing is to receive a response from a customer in order to sell goods and services. When a customer replies to a message, that reply must be managed and directed to a party that is able to provide closure to the customer reply. In order to do so, your organization will need to set up mailboxes for sending and receiving email to manage these replies

Bounce Handling

The following diagram illustrates how the Connect bounce handler works.

ID	Name	Redirect	Archive	Scope Code	Handle Order
4	Persistent Bounce Handler	No	No	1	1
5	Temporary Bounce Handler	No	No	1	2
1	Context Not Found Handler	Yes	Yes	2	3
8	Cust Email Properties Handler	No	No	2	20
9	Change to Text Handler	Yes	Yes	2	30
6	Unsubscribe Handler	Yes	Yes	2	40
3	Auto Reply Handler	Yes	Yes	2	200
7	Double Permissions Handler	Yes	Yes	3	300
2	Unexpected Reply Handler	Yes	Yes	2	10000

Scope Code:

Initial
Global
Message
Company

DSN Bounce Handler

The DSN bounce handler checks the incoming email for the phrase message/delivery-status. If the phrase is present, the incoming email is considered DSNReport (Delivery Status Notification Report). This report is parsed for the keyword Action.

If the value of the Action tag is Failed then Connect considers this as a DSN Failure.

The keyword_match column in REPLY_HISTORY has the following:

 DSN Bounce: action=xxx, status=yyy, diagnostic-code=zzz

Note: This is considered as a permanent bounce. REPLY_HISTORY has reply_handler_id=4 in case of a DSN Bounce.

Persistent Bounce Handler

Connect parses various parts of the incoming email (like subject, to, from and the body of the email) for keywords listed in the Persistent bounce reply handler filter. (Mail Receiving | Advanced).

If there is a keyword match then Connect considers it a Persistent Bounce.

Temporary Bounce Handler

Connect parses various parts of the incoming email (like subject, to, from and the body of the email) for keywords listed in the Temporary bounce reply handler filter. (Mail Receiving | Advanced).

If there is a keyword match then Connect considers it a Temporary Bounce.

Bounce Analysis

Bounce Analysis is run in the time window as specified by the system parameter Hour range of day when bounce analysis is allowed to run. (Database | Advanced)

Whenever a composer sync log contains a permanent bounce, the bounce_analysis_ind=Y is updated for the corresponding customer in CUSTOMER_MASTER.
Bounce Analyzer (when it is time to do bounce analysis) fetches all customers whose bounce_analysis_ind is set to Y.
Get X=number of email sent successfully to the customer in the last Z minutes, where Z is the time period set in the system parameter The period of bounces happens before we unsubscribe a customer. (Database | Advanced)
Get Y=number of failed deliveries for the customer.
If (X=0) and (Y > value specified in system parameter Max number of bounces before we unsubscribe customer (Database | Advanced)), do the following:
1. Update all rows where the status_code in (0,1) in CUSTOMER_QUEUE corresponding to this customer with status_code=104.
2. Update status_code=2 (Unavailable) in CUSTOMER_MASTER for the corresponding customer.
Set bounce_analysis_ind=’N’ for the customer.