CiviCRM
  • Introduction
  • FDI Members
  • Contacts
    • Send mail to single contact
    • Send mail to multiple contacts
    • Managing e-mails "on hold"
    • Managing duplicate contacts
    • Exporting contact info
  • Events
    • Creating an event
  • Mailings
    • Mass mailing
    • Untitled
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On this page
  • CiviCRM itself is not a mailing server
  • Reputation: the most important aspect
  • Removing the 'on hold' status for contacts

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  1. Contacts

Managing e-mails "on hold"

When an e-mail bounces, it is automatically put on hold by CiviCRM to avoid being blacklisted.

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Last updated 5 years ago

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CiviCRM itself is not a mailing server

CiviCRM is a system that manages contacts and webmails sent to them, but relies on an external webmail service to manage the deliverability. FDI has set up an account with , one of the industry leaders, to send webmails and e-mails on behalf of FDI.

All e-mails and webmails sent through a service like this need to follow certain rules:

  • if the e-mail is a marketing e-mail/newsletter (such as FDI News, Congress News, etc.), then the user needs to have opted in (subscribed) to the e-mail

  • there needs to be a footer with:

    • the contact information of the organization

    • an unsubscribe/manage subscription link

Reputation: the most important aspect

In order to maintain a good reputation, not be blacklisted, and allow for uninterrupted service and deliverability of your webmails/e-mails, FDI must follow the above rules. Once reputation is affected, it is very difficult to reverse it.

Reputation is safeguarded by putting e-mails on hold. If a message isn't delivered, the recipients e-mail provider sends a message back to SendGrid with the reason for which the webmail was held or undeliverable; SendGrid then informs CiviCRM that the e-mail was not delivered; CiviCRM then puts that e-mail on hold to ensure that FDI doesn't get blacklisted.

An e-mail can have its on hold status removed individually or in a group. Generally, an e-mail should not be removed from from the on hold status unless the administrator is sure that e-mail can receive e-mails again. This can be verified through the SendGrid delivery report. You can access this information for the past 30 days.

Generally, an e-mail should not be removed from from the on hold status unless the administrator is sure that e-mail can receive e-mails again.

Removing the 'on hold' status for contacts

An exception to the rule is for e-mails sent to our Governance contacts.

Before sending any communication to FDI Members using CiviCRM, the administrator can ensure that there is a high rate of delivery by Removing Governance e-mails from being held. To do this:

Twilio SendGrid