Email Health doesn't just show you which addresses are failing, it lets you fix them on the spot. Cleaning up bad addresses lowers your bounce rate and helps keep your agency's other emails, like inspection confirmations and match alerts, out of spam.
This article covers the Needs attention lists, what each action does, how to restore an address you've marked invalid and how to check a bulk send.
For an overview of Email Health, see - Communication Centre: Introduction to Email Health.
Where Do I Find the Addresses That Need Attention?
Below the charts on the Email Health dashboard there are three lists:
- Needs attention: individual emails - contacts whose email address failed in the reporting period
- Needs attention: bulk sends - newsletters and multi-recipient mail merges that had a bounce, block or spam complaint
- Marked invalid - every address currently marked invalid, with the number in brackets
What Does the Needs Attention: Individual Emails List Show?
Each row shows the contact, their email address, the type of email, the subject line they received, the issue and their failure history.
The email type tells you how the email was sent: Newsletter, Mail merge, Match alert or Manual match. Together with the subject line, this helps you tell an important email apart from a marketing one.
- Use Filter by issue to show only one type of problem, for example bounces or spam complaints.
- Use Search contact or email to find a specific contact.
- Click a contact to see their recent email activity, the same actions as the row, and Open contact record.
When every failing address has been dealt with, the list shows All cleaned up.
What Can I Do With a Failing Address?
Click the menu on the row to see the actions. The options depend on the type of row:
| Row | Actions available |
|---|---|
| A failing address | Mark invalid, Unsubscribe, Update email, Delete email, Mark do-not-contact, Hide for now |
| A spam complaint | Unsubscribe, Mark do-not-contact, Update email, Delete email, Hide for now |
| A contact with no email address | Unsubscribe, Mark do-not-contact, Hide for now |
| An address in the Marked invalid list | Restore email, Update email, Delete email, Mark do-not-contact |
Here's what each action does:
- Update email - correct a mistyped address. You'll see a confirmation such as "Email address updated to …".
- Mark invalid - stop Rex sending to the address. You'll be asked for a reason. This can be undone from the Marked invalid list.
- Unsubscribe - unsubscribe the contact from marketing email.
- Mark do-not-contact - opens the contact's communication preferences so you can block contact. See - Contacts: Communication Preferences and Do Not Contact.
- Hide for now - removes the contact from the list until the address fails again.
- Delete email - permanently deletes the address from the contact.
❗ Please Note: Delete email can't be undone, and it will delete the address even if it's the contact's only one. If you only want to stop sending to an address, use Mark invalid instead. You can restore it later.
Each action works on one row at a time. There's no option to update several addresses at once.
Why Can't I Mark a Spam Complaint as Invalid?
A spam complaint means the recipient marked one of your emails as spam. The address itself still works, so marking it invalid wouldn't be accurate. Instead, Unsubscribe the contact or Mark do-not-contact, so they stop receiving marketing email.
Acting on spam complaints quickly also helps you meet your obligations under spam and privacy laws. For more on this, see - Contacts: Communication Preferences and Do Not Contact.
How Do I Restore an Address I've Marked Invalid?
- Go to the Marked invalid list on the Email Health dashboard.
- Find the address. The Origin column shows whether it was marked invalid Automatically or By user.
- Click the menu on the row and choose Restore email.
The address is marked valid in Rex again, and Rex will start sending to it.
❗ Please Note: If an address bounced several times before, the email provider may still block emails to it after you restore it. If a restored address keeps showing under Blocked before send, contact Rex Support.
For more on invalid addresses in Rex, see - Invalid Email Addresses.
How Do I Check a Bulk Send?
The Needs attention: bulk sends list shows each newsletter or mail merge with a problem, including how many were sent, delivered, bounced, blocked and marked as spam, and its bounce rate.
- Click the bulk send in the list.
- Review its totals and every recipient, including their status and whether they opened or clicked.
- Click Download CSV to save the recipient list.
❗ Please Note: This list only includes bulk sends that had a problem, so its totals won't add up to the Emails sent tile at the top of the dashboard.
How Do I Find Out Which Team Member Sent a Failing Email?
Use the Deliverability by team member table on the dashboard. Click a team member to see their bulk sends and individual emails, and filter them by status. For more on this, see - Communication Centre: Reading the Email Health Dashboard.
❓ FAQs
Should I delete a bad address or mark it invalid?
In most cases, mark it invalid. It stops Rex sending to the address and can be undone. Only delete an address if you're sure it should be removed from the contact for good.
Can I clean up lots of addresses at once?
No. Every action is done one row at a time.
I hid a contact but they're back on the list. Why?
Hide for now only hides the contact until their address fails again. If it fails again, they'll reappear so you can deal with it.
I restored an address but emails to it are still blocked. Why?
The email provider may still be blocking the address because of earlier bounces. Contact Rex Support.
I can't update a contact's email from Email Health. Why?
Your usual contact permissions still apply. If you can only edit contacts you own, you won't be able to update contacts owned by other agents. Ask your Rex admin to check your privileges.
Does Email Health stop bad addresses getting into Rex?
No. It helps you find and fix addresses that are already failing. It doesn't check addresses when contacts are added or imported.