EBS: Disabled/Bounced Email Indicator on Contact Record

Topic

An enhancement has been made that will allow Everbridge users/operators to see if a contact has an email address that has been disabled due to a permanent error condition. This allows customers to address and resolve the issue(s) and re-enable the email address for the contact. 

Description

If a contact’s Email Delivery Path in Notification Details has a call result of Not Delivered – Bounced Email or Not Attempted – Bounced Email, it means that the email address has been disabled, and emails are no longer being sent to that email address. 

Previously, customers used to have to call Everbridge Support to remove the disabled email address from the blocklist. This enhancement will give customers the ability to resolve this themselves. 

With this enhancement, customers can now check the Contact Record to see if the contact has a disabled email address, and if so, manage it. 

This warning indicator will also be visible when editing a Contact Record.

Resolving Device Address Issues

Clicking the Re-enable link will open the Device address field to make any needed corrections and enable the email address for Notifications to be sent to it. Note that if the address isn't fixed, it still won't be able to receive Notifications. 

Can't Resolve?

The problematic email delivery method can be deleted if the issue cannot be resolved.

The lack of a warning indicator and tooltip indicates that the Email Delivery Method is enabled and will receive Everbridge Notifications. If the email address is still incorrect or invalid and returns a permanent error code, it will be disabled again.

NOTE: Everbridge has a mechanism in place to prevent repeated delivery attempts to problematic email addresses. Re-enabling an email address does not guarantee that future messages will be successfully delivered if the original issue (such as a permanent bounce) hasn’t been resolved. To ensure successful delivery, confirm that any issues with the email address have been corrected before re-enabling it.