Processing Nondeliverable Email

When an outgoing email is sent from IQ to an invalid email address or to a mailbox that has exceeded its size limit, it is returned back to IQ and placed into the Nondeliverable Set. The incoming method is automatically set to "Nondeliverable" and the outgoing method is set to "No Outgoing".

In order to locate a matching People record for the Nondeliverable, IQ first checks the Nondeliverable message for an email header tag called "Final-Recipient:" which contains the email address of the recipient of the original outgoing email. If for some reason that tag is not available, then IQ will search the original outgoing IQ email, if it is returned as an attachment to the Nondeliverable email.

If IQ finds an intended recipient email address, then IQ will search for People record(s) which contain the email address. If a match is found, IQ displays the People record in the Selected Name & Address column. If no match is found, then the Selected Name & Address column is not updated.

If IQ does not find an intended recipient email address, then the Intended Recipient(s) column will display "No name information" and the Selected Name & Address column will be empty.  It is possible, however, that the Nondeliverable message text may contain the recipient's email address, which can be used to manually search for a matching IQ People record using the Search Again action located in the Set Detail record.

To prevent future outgoing emails to be sent to invalid email addresses you can use the Deactivate action on the Set Detail (i.e. Full Set) page to either:

• Deactivate – Changes the Communication Type to "Inactive E-Mail" (i.e. BADIMAIL) in the People record(s) for the email address listed in the Intended Recipient(s) column. If the People record contains another non-primary email address, IQ will mark it as Primary when it deactivates the email address listed in the Intended Recipient(s) column. Note: Email addresses with the communication type of "Inactive E-Mail" are not included when searching by E-Mail Address in People Quick or Advanced Searches. You can, however, use the Deactivated E-Mail Addresses custom People Search or create a People List with the criteria Communication Type EQ BADIMAIL to locate the records.

• Delete – Removes the invalid email address from the People record(s) that appears in the Intended Recipient(s) column.

How to manually deactivate or delete a bad email address:

1. Select the check box next to the Intended Recipient records that you want to deactivate or delete in the Nondeliverable Set.

2. Select the Deactivate action.

3. The Intended Recipient Deactivation/Deletion dialog box appears and displays the email address of the first selected record. Select one of the following options:

• Click the Deactivate button to change the communication type to "Inactive E-Mail" (i.e. BADIMAIL) in all of the People records that contain the email address.

• Click the Delete button to remove the email address from the selected People record.

• Click the Skip button to skip the record and go to the next record.

• Click the Deactivate Rest button to deactivate the remaining selected records.

• Click the Delete Rest button to delete the email address in the remaining selected records.

• Click the Cancel button to close the dialog box and return to the Nondeliverable Set.

In addition to manually deactivating invalid email addresses, you can create rules to automatically process nondeliverable emails. This is recommended when the total number of messages in your Nondeliverable Set make it difficult for you to locate the invalid email addresses that need to be deactivated.