> For the complete documentation index, see [llms.txt](https://docs.fdiworlddental.org/civicrm/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.fdiworlddental.org/civicrm/contacts/managing-e-mails-on-hold.md).

# Managing e-mails "on hold"

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

## 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 [Twilio SendGrid](https://sendgrid.com/), 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.

{% hint style="info" %}
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.
{% endhint %}

## 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:

* [ ] Click "Mailings"
* [ ] Click "Unhold Governance e-mails"

![](https://1632713166-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LiI14uDZPJEj7G4YFDd%2F-Lspln97R3EXhlxXwydo%2F-Lspypg1fKxRYf6GGade%2FScreenshot-2019-11-04-at-11.33.00-\(2\).png?alt=media\&token=f69000be-6e01-4c18-8fee-afa4e4d84280)

* [ ] Select "all xx records"
* [ ] From the **Actions** drop-down menu, select "Email – unhold addresses"

![](https://1632713166-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LiI14uDZPJEj7G4YFDd%2F-Lspln97R3EXhlxXwydo%2F-LspxUES2kOSUMFO4oyV%2FScreenshot%202019-11-04%20at%2011.26.41.png?alt=media\&token=2900a4b4-bd57-404c-97ad-9043e2edeb61)

* [ ] You will be redirected to a new page, listing how many contacts are on hold. Select "Unhold Email"

![](https://1632713166-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LiI14uDZPJEj7G4YFDd%2F-Lspln97R3EXhlxXwydo%2F-LspxXd4cZjHgLPvecrh%2FScreenshot%202019-11-04%20at%2011.26.30.png?alt=media\&token=23745d16-b771-4cc7-9b54-409711783d91)