Duplicate, bounced & unsubscribed

Duplicate contacts

Viewing duplicate contacts

Prezly automatically checks your CRM for duplicates and flags any contacts with a gray badge on the contact's profile picture.

You can see all the duplicate contacts in your account by selecting Contacts from your left-hand menu and clicking on the Potential duplicates view at the top of the page.

How Prezly detects duplicate people

A person is flagged as a duplicate when:

How Prezly detects duplicate organizations

An organization is flagged as a duplicate when:

Automatic duplicate finder (and auto-merging)

Duplicate detection runs automatically every week and after every contact import.

When Prezly is highly confident that two contacts belong together, they’ll be merged automatically. Any duplicates that still require your review are added to the Duplicates view on the Contacts page and surfaced in the New duplicates found notification.

Bounced contacts

A bounce occurs when an email cannot be delivered to a recipient. Common reasons include an invalid or misspelled email address, full inbox, or a server rejecting the message.

Bounced contacts are marked with a red no access 🚫 symbol in Prezly.

Prezly automatically marks email addresses as bounced when delivery fails. Bounced email addresses will not receive future campaigns.

Hard vs soft bounces

There are two main types of bounces:

After a certain time, we test the bounced email addresses again to see whether they recovered.

Viewing bounced contacts

You can see the bounced contacts in your account by selecting Contacts from your left-hand menu and clicking on the Bounced view at the top of the page.

Resolving bounced contacts

Start by checking the contact’s email address for spelling errors or outdated information. This is a common cause of bounces, especially if you're importing contacts from a bought database. Once you update the email address, the bounce status is removed and the contact will be eligible to receive future campaigns.

If the email address looks correct, open the contact and go to the Activity tab. Each undelivered message includes a short explanation of why it bounced, which can help you understand what happened and what to fix.

Some bounces are temporary – for example, a full inbox or a momentary server issue. In those cases, wait and try contacting the person again later.

Contacts that bounce multiple times are automatically marked inactive - see below.

Inactive contact emails

Contact emails can be marked inactive, meaning that they no longer show up as bounced.

This helps when sending pitches and campaigns where you want to ensure you're only sending to valid addresses.

This is useful if you need to keep an email address as a reference, like a personal address you want to retain but never use for outreach.

Marking contact emails inactive

You can set emails as inactive from:

Every time a contact email is marked active/inactive, it shows up in the contacts activity tab.

Marking contact emails inactive in campaigns

When sending an email campaign and reviewing recipients on step 3, you ​ have options to mark contact emails inactive on the bounced tab:

Auto-inactivating emails after multiple bounces

To protect your sender reputation, after multiple bounces we automatically mark contact emails inactive, so they are skipped for sending to in future campaigns (including campaigns already scheduled).

Hover over the inactive email icon to see more information:

We also send a weekly update on deactivated emails were deactivated along with the Monday morning update email, so you can keep an eye on what's going on.

Unsubscribed contacts

Every email campaign sent through Prezly includes an unsubscribe link at the bottom to comply with anti-spam laws.

When someone clicks the unsubscribe link:

Prezly prevents unsubscribed email addresses from receiving future campaigns linked to that site, even if they are included in a recipient list.

Unsubscribing a contact manually

In some cases a contact might reply to one of your emails asking to be unsubscribed rather then clicking the link. In that case you can manually unsubscribe the contact from within Prezly.

Why you or a colleague might appear unsubscribed

If an email campaign is forwarded manually from your inbox and the recipient of your forwarded copy clicks the unsubscribe link, the unsubscribe is applied to your email address.
​This happens because the unsubscribe link is unique to the original recipient.

To avoid this, always send emails to all intended recipients directly through Prezly.

How to resubscribe a contact

If someone asks to be reachable again, you can reverse their unsubscribe:

Keeping a record. Your note and your name are both saved to the contact's Activity tab, so there's a record of who reversed the unsubscribe and why. Fill it in properly — "replied to our March campaign asking to be put back on" is worth more later than "customer request".