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Email Campaign Delivery Status Notifications

Outbound campaign emails now get a delivery status — Sent, Failed, or Bounced — so campaign operators know whether a message was accepted, rejected at send time, or returned as undeliverable.

What this feature does

When a campaign sends an email through the IMAP/SMTP email connector, the system now tracks what happened after the send attempt and records one of the following outcomes: the mail server accepted the message, the send failed before acceptance, or a later bounce / NDR showed the address was undeliverable.

Statuses are posted as delivery notifications for campaign reporting. They are scoped to the campaign customer address only (not every Cc/Bcc on the same mail).

Delivery statuses

Status

What it means

Sent

The SMTP server accepted the message for delivery (successful send). This does not mean the recipient mailbox received or opened the mail.

Failed

The message could not be sent (SMTP/auth/config/attachment or other send-time error).

Bounced

The message was accepted by SMTP, then later returned as undeliverable (DSN/NDR detected on IMAP).

Not tracked for this channel: final mailbox Delivered, or Read/opened.

Where the campaign operators see this

These statuses appear in the Non Voice Campaign Summary Gold report (columns such as Sent, Failed, and Bounced for the EMAIL channel).

This work is for campaign reporting only. What agents see in Agent Desk stays the same. There is no new Sent / Failed / Bounced categorization in Agent Desk conversations.

What this means for campaign operators

  • Visibility into which campaign sends were accepted, failed at send, or bounced back in reporting

  • Regular inbound customer email and replies still work as before in Agent Desk.

  • This tracking is for outbound campaign sends (and the bounce/reply signals used for reporting).

  • Bounce/NDR notices are not shown to agents as normal customer chat messages.

What's not included in this release

  • No Delivered status (SMTP accept doesn’t mean mailbox delivery).

  • No Read / open tracking (no MDN handling).

  • No automatic retry of failed or bounced sends from this feature.

  • No new alerting on failures beyond recording the status for reporting.

  • Bounce detection covers common DSN/NDR shapes; unusual provider formats may not always classify as Bounced.

FAQ

Does this apply to all email providers, or just Gmail?
It applies to channels configured with IMAP/SMTP email connector (any provider that works with those settings). Gmail is a supported example used in testing; it is not Gmail-only.

Does a Bounced status affect the customer's subscription?
No. Bounced is a reporting outcome only in this release. It does not automatically opt the customer out or change subscription/consent.

Is Sent the same as delivered to the inbox?
No. Sent means the outbound mail server accepted the message. Later undeliverable mail is reported separately as Bounced when an NDR is detected.

  • Outbound — parent hub for outbound campaign documentation