High Velocity Sales/Activity Capture email bounces are not recorded when NDRs in the mail body do not contain the original message id
Last updated 2021-07-23 ·Reference W-9459133 ·Reported By 3 users
With Inbox enabled, bounced emails can be tracked by viewing the Individual Engagements on an email record in Salesforce. Additionally, with High Velocity Sales, exit rules on a Sales Cadence can be enabled for either "Exit on soft bounce" or "Exit on hard bounce" which allows a prospect to exit a Sales Cadence when a bounced email is detected.
One corner case where a bounce may fail to record is when the MTA that sends and NDR (bounce notification) encapsulates the original email.
1. Send an email form a Salesforce record or HVS Cadence to an invalid email address that will generate an instant bounce.
2. Any associated Cadence will not exit if Bounce on Hard Bounce is configured as a rule.
3. A full repro of this can only be done if the bounce is processed by a third party Email filter or security device before being delivered to the senders inbox.
By pass any third party email filters/security devices that may create encapsulated NDRs when email is sent from your domain.
Is it Fixed?
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