Message Relay Recipient Eligibility
Engage has eligibility requirements for users to receive Message Relays. These requirements help ensure that Message Relays are delivered to users who are actively engaging with Engage and to valid, deliverable email addresses.
Who can receive a Message Relay?
A user must meet the eligibility requirements for Message Relays to receive them. A user will not receive a Message Relay if they:
Are considered Non-Active in Engage
Have repeated email bounces when Engage attempts to send messages to their email address
Have opted out of receiving Message Relays
These criteria are specific to Message Relays and do not affect a user's Engage account or their ability to receive system notifications from Engage.
Who is considered Non-Active?
A user is considered Non-Active when both of the following conditions are met:
The user's Engage account was created more than 4 years ago; and
The user has not logged into Engage within the past 12 months.
Users who meet both conditions will not receive Message Relays.
Examples
User | Account Age | Last Engage Login | Other Eligibility Factors | Receives Mass Message Relays? |
|---|---|---|---|---|
User A | 5 years | 18 months ago | None | No – Non-Active |
User B | 5 years | 6 months ago | None | Yes |
User C | 2 years | 2 years ago | None | Yes |
User D | 6 years | Never logged in | None | No – Non-Active |
User E | 2 years | 3 months ago | Repeated email bounces | No |
User F | 2 years | 3 months ago | Opted out of Mass Message Relays | No |
The key point is that both account age and login activity must meet the criteria for a user to be considered Non-Active. However, a user who is Active may still be excluded from Message Relays because of repeated email bounces or because they have opted out.
What happens when an email address repeatedly bounces?
Engage will exclude users from Message Relays when repeated attempts to deliver messages to their email address result in bounces. This helps prevent Engage from continuing to send messages to email addresses that appear to be undeliverable.
This eligibility rule is separate from a user's Active or Non-Active status. An Active user may still be excluded from Message Relays if their email address has experienced repeated bounces.
What happens when a user opts out of Message Relays?
Users who have opted out of receiving Message Relays will not receive future Message Relays.
Opting out of Message Relays does not disable or delete the user's Engage account and does not prevent the user from receiving applicable system notifications from Engage.
Does this affect system notifications?
No.
These eligibility rules apply specifically to Message Relays. They do not affect system notifications sent by Engage.
Users will continue to receive applicable system-generated notifications related to activity in Engage, such as:
Membership requests
Workflow approvals
Other transactional or system-generated notifications
These notifications are not considered Message Relays and are not affected by the eligibility criteria.
Can a Non-Active user become eligible again?
Yes. A user can return to Active status by logging into Engage.
Once the user logs into Engage, their login activity is updated and they will again meet the Active-status requirement for Message Relays.
However, users must also meet the other Message Relay eligibility requirements. For example, a user who has opted out or whose email address has been excluded because of repeated bounces will not receive Message Relays solely by logging back into Engage.
Does this disable or delete the user's account?
No.
Being classified as Non-Active does not delete, deactivate, or otherwise remove a user's Engage account. The user's existing information and engagement history remain available.
Similarly, being excluded from Message Relays because of email bounces or an opt-out does not disable or delete the user's Engage account.
These rules only determine whether the user is eligible to receive Message Relays.
Do administrators need to take any action?
No.
Engage automatically evaluates Message Relay eligibility based on the user's account age, login activity, email delivery history, and opt-out status.