In Contacts, we now have tools that let us know if a contact's email address can't receive our emails. We have a new filter to identify the contacts with issues, as well as visual indicators that show a general reason for this. Once you click into their Contact Record, you can see more details about the email that didn't go through, and why.
You can see in the table below the potential reasons for this:
| Reason | Account Type | Status |
| Domain does not exist, domain not valid, email does not exist, email not valid | Personal & Team | Undeliverable (Email Not Valid) |
| Mailbox Full | Personal & Team | Undeliverable (Mailbox Full) |
| Full Unsubscribe | Personal | Unsubscribed (All Command Emails) |
|
Full Unsubscribe |
Team | Unsubscribed (All Command Emails from Me) |
| Partial Unsubscribe (specific Campaigns and/or SmartPlans) | Personal | Unsubscribed (Some Command Emails) |
| Partial Unsubscribe (specific Campaigns and/or SmartPlans) | Team | Unsubscribed (Some Command Emails from Me) |
| Marked as spam | Personal | Unsubscribed (Marked as Spam) |
| Marked as spam | Team | Unsubscribed (Marked Emails from me as Spam) |
To identify contacts with an Undeliverable or Unsubscribed email address:
Access
1. Log in to https://agent.kw.com with your KW login credentials.
2. If you are on a team, and want to view contacts with undeliverable statuses in your Team Command Account, click your Name, at the top right of the page, and select your Team.
3. Click to access the Contacts Applet, , on the left side of the page.
Use the Primary Email Alert Filter
1. Above your database, click Filters besides the search bar.
2. When the filters fly-out menu appears on the right side of the page, scroll down to open the Primary Email Alert section, select both Undeliverable and Unsubscribed (unless you are looking for something specific), and click Apply.
- Undeliverable - use this to show contacts whose email address was not able to be delivered to, whether because it's invalid or has a full mailbox.
- Unsubscribed - use this to show contacts who have either unsubscribed or marked your email as spam.
Identify Issues with an Email Address
1. Once you identify the contacts with email issues, you will see an alert icon, for Invalid or
for unsubscribed, next to their email address, in the Contacts table. You can hover over the alert icon to see the high-level reason. Click their name to see more details.
2. Once in their Contact Record, you will see the full alert reason under their email address, and you will see the email that caused the status change in the timeline.
From here, you might think about either contacting the person, in a TCPA compliant way, to eventually update contact details once you find the best way to communicate with them, or you could archive/delete the contact.
- If they unsubscribed and want to start receiving emails again, you can use the resubscribe workflow to get them back on track.