Prerequisites
- Bounces, Complaints and Suppressions — What the reasons and origins mean
Review Your Opt-out List
Who is suppressed, why, and what it means for the matching contact.
Before You Begin
The opt-out list sits at the bottom of Communication > Email > Analytics & Reputation. Unlike the charts above it, it is not a report on a date range: it is who cannot be emailed right now.
Reviewing it is the first thing to do when your reputation banner turns amber or red, and worth doing before any large send.
Steps
Open the list
Go to Communication > Email > Analytics & Reputation and scroll to Opt-outs & Suppressions. The quicker route is to select the Opt-outs / Suppressed card at the top, which scrolls straight there.
That card shows the same count as the list below it, so the two always agree.
Read the summary chips
Above the table, chips give the total and a breakdown by reason — hard bounces, spam complaints and manual suppressions, each in its own colour.
The shape of that breakdown is the useful part. Mostly hard bounces points at list quality. Any meaningful number of spam complaints is a content and targeting problem, and a more urgent one.
Note the CRM sync message
Beneath the chips, Zyntro confirms that suppressed addresses are kept opted out in your CRM so future sends skip them. If this visit changed any contacts, a second line tells you how many.
You do not need to act on it. It is there so that a change to your contact records is never silent.
Narrow the list
Three filters sit above the table. Search matches part of an email address. All reasons narrows to hard bounces, spam complaints or manual suppressions. All origins narrows to Recipient, Customer or Admin.
The Stream selector at the top of the page also applies, so you can look at one message stream at a time.
Read a row
Each row is one address, however many streams it is suppressed on.
- Email address links to the CRM contact where there is one.
- Reason is why it was suppressed.
- Origin is who caused it.
- Stream lists every stream it applies to.
- CRM shows Opted out or Active when the address matches a contact, or a dash when it matches none.
- Suppressed is the date it happened.
The last column offers Reactivate, or Locked for a spam complaint, which cannot be lifted.
Work through longer lists
Fifty rows are shown at a time, newest suppressions first, with Show more beneath. Newest-first matters: the recent entries are the ones that explain a reputation change you are investigating.
Result
You know how many addresses are suppressed, what caused each one, and which of your contacts are affected.
If hard bounces dominate, your next move is list quality — stop sending to unverified imports, and leave the suppressions in place. If spam complaints appear at all, look at what was sent and to whom before sending anything else. Check the reputation banner at the top of the page to see whether either has moved you out of the healthy band.
Troubleshooting
They measure different things. Inactive recipients (all time) in At a glance counts everything your sending infrastructure will not attempt, across the whole server for all time, and ignores the filters. The list and the Opt-outs / Suppressed card are scoped to the selected stream and filters, and count each address once.
Clear the search box and set both All reasons and All origins back to their defaults, then set Stream to All streams. An active filter is the usual explanation. Remember too that opting a contact out in the CRM is not the same as a suppression — the CRM flag stops Zyntro sending, but the address will not appear on this list unless it was suppressed at the delivery level.
Reload the page. The CRM sync runs on an unfiltered load, so a freshly suppressed address can appear before the matching contact has been updated.
Analytics read live from your sending infrastructure, so a temporary connection problem shows as an error rather than stale data. Reload. If it persists, check that the brand's sending domain is still verified on the Senders screen.
