Email bouncing
Why some emails fail and how to fix sender reputation.
Steps
Identify bounce type. Hard bounce (invalid address — permanent) vs soft bounce (mailbox full, server down — temporary). Settings → Email History shows per-message status.
Hard bounces: clean your list. Patient profile → email field — verify and update. The platform auto-disables sending to repeatedly-bouncing addresses.
Soft bounces: retry automatic. Platform auto-retries up to 3 times for soft bounces. If still failing, mark as hard bounce.
Check sender domain authentication. Settings → Communications → Email. SPF, DKIM, DMARC must show green. If red, copy the DNS records and add to your domain.
Wait for DNS propagation. Up to 48 hours after adding records.
Verify with a test send. Settings → Communications → Test email send to your own address. If it lands in inbox (not spam), authentication's working.
Spam reports. If a recipient marks as spam, your sender reputation drops. Settings → Email History → Reputation shows your score. Below 80%, sending may be throttled.
Recovery: send less; segment better; use double opt-in for marketing. Don't email patients who haven't engaged in 12 months.