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Blackbaud CRM Higher Education Product Advisory Group (Higher Ed PAG)

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No Indication in CRM that BBIS Email has been marked as SPAM

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Lori Lasansky
Lori Lasansky ✭
Ancient Membership Facilitator 1 Photogenic
in High Education Program Advisory Group (HE PAG)
Hello everyone, 


We recently became aware of a BBIS issue with emails marked as SPAM and would appreciate hearing if anyone has found a solution. In working through some issues with the BBIS honeycomb report, we discovered that there is no visability in CRM when recipients mark a BBIS email as SPAM. When this occurs, it shows in BBIS (on the honeycomb report) as a hard bounce and a message of "Previously marked as Spam complaint". Blackbaud then blocks all future emails to that address at the Blackbaud email server level. However, CRM appears to treat it as a soft bounce - there is no indication on the email address itself - it still appears sendable, and the Communications tab makes it appear as though they received the email (sending emails through CRM's direct marketing to BBIS).  


To get the Spam complaint removed is also somewhat of a manual process - the constiuent either has to email Blackbaud, or email us and then we forward the email to Blackbaud. 


If this is a concern for your organization, please consider commenting and voting on this enhancement in the Ideabank at the link below --
https://bbcrm.ideas.aha.io/ideas/BBIS-I-64


Thanks.

Comments

  • Derek Clark
    Derek Clark ✭
    Ancient Membership Facilitator 1 Photogenic
    We had to write a nightly process to handle this in CRM. Basically, through a stored procedure we look at the BBIS table then change data on the CRM side. Trick comes when the email address is the only one and it is the primary. Then we change the address type to "invalid address" and code it with "do not email" (it still is active and has no end date but that is another issue we are working on tackling now).


    ​If you need more details give me a call/email and I can put you in touch with the people designing the cutomization.


    Derek
  • Lori Lasansky
    Lori Lasansky ✭
    Ancient Membership Facilitator 1 Photogenic
    Thanks for sharing that Derek! I may take you up on that offer once I meet with our business users to determine how they want to handle this.
  • Lori Lasansky
    Lori Lasansky ✭
    Ancient Membership Facilitator 1 Photogenic

    Here is a link to the related Knowledgebase article. 
    https://kb.blackbaud.com/articles/Article/115602

     

     

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