Email bounce setup and workflow
When sending emails to customers, some notifications may not be delivered due to incorrect addresses, full mailboxes, or incorrect configuration. In these cases, the mail is returned to the sender by default. The automation of bounced email processing can reduce manual work.
Note: In order to prevent OCLC from being marked as a spammer, Wise will send an email notification after two bounces, and the email address is removed from Wise after five bounces.
Bounced email workflow
The bounced email job runs within Wise every morning at 7 AM. The bounced email job process bounces, sends messages, and updated email addresses as needed.
After three email bounces, the customer receives a message in their inbox within My Account indicating that their emails have bounced. The customer can then adjust their email address configuration.
If the customer takes no action after ten email bounces, the email address will be disabled within Wise.
Note: This is only applicable to message types HR1, HR2, RSO, IV2 and, CNF/CNH.
Enable email bounce processing
To enable the bounced email job, an email address must be created to allow bounces to be detected. It must be possible for this address to read the email via secure IMAP.
To set up processing, contact OCLC Support and provide the following information:
- Username and password for the IMAP-S mail server
Note: For security purposes, provide password information to support over the phone.
-
The server name of the IMAP-S mail server.
Message configuration
An inbox message must be configured in the Wise configuration manager for bounced emails. This allows users to be notified when an email sent to their address bounces.
System table configuration
To configure the message:
- Navigate to systemWise > Messages > Messages > System table.
- Click any row. The Message editor screen opens.
- Click the New radio button in the middle of the page.
- Populate the System table fields. The following values must be configured:
Field Value Branch Type 0000 in the text box. Class Select Public notifications from the drop-down menu. Function Type IN in the text box. Layout Select Inbox from the drop-down menu. Text variant Branch is populated by default. Text group Type 01 in the text box. WYSIWYG No is populated by default. Style Leave blank. Prefix Type pin in the text box. Formatting Objects Processor type Select Nothing from the drop-down menu. Follow-up run Select none from the drop-down menu. Device Leave blank. Collect Select No from the drop-down menu. Branch group Leave blank. BCC Select None from the drop-down menu. Insert notification Select No from the drop-down menu. - Click OK to save.
Text configuration
Once the System table configuration of the notification is complete, the subject and body of the message must be configured. To configure the texts:
- Click the Texts tab and click any row. The Texts editor screen opens.
- Click the New radio button in the middle of the page.
- Populate the Texts fields. The following values must be configured:
Field Value Branch/Institution Type 0000 in the text box. Class Select Public notifications from the drop-down menu. Function Type IN in the text box. Format Select Inbox from the drop-down menu. Group Type 01 in the text box. Number Type 1 in the text box. WYSIWYG No is populated by default. Language Select en_US - English from the drop-down menu. Text Type the Subject line of the message to customers regarding bounced emails. - Click OK to save.
- Repeat steps 1-3. Configure the same values with the exception of the following:
- Number - Type 2 in the text box.
- Text - Type the message to customers indicating that their email has bounced.
- Click OK to save.
View bounced email reports in the Manager
The bounced messages report can be viewed within the Wise configuration manager at systemWise > Dashboard > Dashboard > Reports > Bounced messages. The report is produced daily at 7 AM.
View email bounces in the Client
Bounced email reports and information can be found within the Wise client in multiple locations.
Report of bounced emails
A report of bounced emails can be run within the Wise client using the Notifications error report.
Customer correspondence
Information regarding email bounces for a specific customer can be viewed at Customer administration > Customer > Customer correspondence. If an email bounced, the Info column will say Returned.
Account changes
Email bounces for a specific customer can be viewed in the Wise client within the Account changes tab. When an email address was disabled by the email bouncer, the old address will appear.