Your Account Health is a key metric that tracks bounce, spam, and SMS opt-out rates to ensure your ThankView campaigns  deliver successfully. Keeping these rates in check helps maintain your email reputation and keeps your campaigns running smoothly. 

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ThankView Rate Requirements

ThankView requires the following rates for optimal account health: 

• Spam Rate: < 0.1%
• Bounce Rate: < 10%
• ODDER Bounce Rate: <12%
• SMS Opt-Out Rate: < 0.5%

Note: ODDER's bounce rate differs from a standard portal because the product's use case entails a different cadence of sends.

Spam Rates Explained

Your Spam Rate reflects the percentage of recipients who report your ThankViews as spam, either manually or through their email server. Emails flagged as spam appear grayed out in both your campaign's Recipients list and the Contacts page.

Calculation 

Spam Rate = Total # of Emails Marked as Spam / Total # of Contacts

Bounce Rates Explained

Your Bounce Rate measures how many email addresses or phone numbers in your campaign were undeliverable. This can happen for several reasons:

• The recipient's email address does not exist.
• The recipient's phone number is invalid.
• The recipient's domain name does not exist.
• The recipient's email server blocked delivery.
• The recipient's mailbox is full.

Bounced emails and phone numbers are marked as Undeliverable and appear in red italics in your campaign’s Recipients list and on the Contacts page. Learn more about common bounce reasons!

Calculation

Bounce Rate = Total # of Undeliverable Email Addresses and Phone Numbers / Total # of Contacts

SMS Opt-Outs Explained

An SMS opt-out happens when a recipient replies to your text message campaign with “Stop” or “Unsubscribe.” Phone numbers that have opted-out appear in gray italics in your campaign's Recipients list and on the Contacts page.

Keeping your opt-out rate low ensures your text campaigns continue to be delivered by carriers. 

Calculation

SMS Opt-Out Rate =  Total # of Opt-Outs / Total # of Text Messages Sent

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Tracking Your Account Health

Your overall Account Health and individual rates display on your ThankView Home page. If your rates exceed ThankView's requirements, we will temporarily suspend your account and work with you to improve them before reactivating it.

Levels of Account Health

• Excellent and Good: Keep doing what you're doing!
• Need Improvement: Spam Rate over 0.1%, Bounce Rate over 10%, or SMS Opt-Out Rate over 0.5%.
• Poor: Spam Rate over 0.25%, Bounce Rate over 10%, or SMS Opt-Out Rate over 0.5%.
• Critical: Spam Rate over 0.3%, Bounce Rate over 10%, SMS Opt-Out Rate over 0.5%.

If your portal’s Spam Rate reaches over 0.25% or .3%, you'll receive an email inviting you to partner with your Customer Success Representative to help restore your Account Health! 

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Keeping Your Account Healthy

Follow these tips to maintain strong account health and ensure your communications reach your recipients: 

1. Collect explicit opt-ins: Make sure recipients have agreed to receive your emails and text messages.
2. Remove unsubscribed contacts: Keep your contacts clean by removing those who have opted out of other email services you use. Learn how to remove unsubscribed contacts.
3. Implement a sunset policy: Remove inactive contacts who haven’t engaged with email outreach in 6-12 months to avoid stale addresses. 
4. Avoid over-sending: Give recipients space by waiting at least 2-3 months between sending them another ThankView. 
5. Write thoughtful subject lines: Avoid subject lines that create a sense of urgency or excitement. Triggers like “Now,” “Don’t Miss Out!,” “Last Day,” all caps, or multiple exclamation points can result in emails being flagged as spam. Read about how to build a great subject line!
6. Use a recognizable Send From name: Make sure recipients recognize your organization (or something else familiar to them) in the email’s sender name. 
7. Set up a custom email domain: ThankViews sent from your domain are more likely to land in inboxes instead of spam folders. Learn how to send from a custom email address.

Managing Bounced Emails

If an email address or phone number bounces, you can manage the issue directly within the contact’s profile: 

1. Navigate to your Contacts page, a campaign’s Recipients list, 1:1 Video Library, or Metrics page.
2. Select the bounced contact (identified by red italics) to open their profile.  
3. Review the bounce reason displayed at the top of their profile. You can also see bounce reasons directly in the Contacts or Recipients table by hovering over the icon next to their contact information.
4. If the issue is resolved (for example, you updated a contact’s email address), click Remove Bounce to reset the contact’s status and re-enable sending ThankViews to them.

Learn more about investigating and updating bounced contacts!

Note: The Remove Bounce button is only available if your organization has DNS/DKIM set up. If you don't have this configured, you'll still see the bounce reason but won't have the option to unbounce the contact.

Common Bounce Reasons 

Here are some of the most common bounce reasons:

• Hard Bounce: The email address no longer exists. We recommend obtaining an updated, verified email address for the contact.
• Invalid Email: The email address has incorrect formatting (e.g., typos or syntax errors) and is invalid. Double-check the spelling and structure, and update it accordingly. 
• Blocked: The email was blocked due to spam-like content, spam traps, or missing authentication, such as an incomplete DNS setup. Review your message for spammy elements, and ensure your DNS configuration is properly completed.
• DMARC Policy: The sending domain requires DKIM authentication or a custom SPF Return-Path. Make sure your DNS is configured correctly, as a Return Path is required.
• DNS Error: There were connection issues with the contact’s mail server. Check your DNS setup to ensure everything is properly configured. 
• Spam Notification: The message was rejected due to the contact’s spam filters or strict corporate policies. Review the message content to ensure it isn’t triggering spam filters. If this issue is recurring, consider using alternate email addresses or trying different communication methods, such as sending a text instead of an email.
• Unsubscribe: The contact has opted out of receiving further emails. Consider reaching out through a different channel or reviewing the unsubscribe request to ensure you’re contacting the right person.

If you encounter a bounce reason not listed here, reach out to our support team at support@thankview.com.   

Healthy SMS Opt-Out Rates

Recipients must specifically opt in to receive SMS messages from you. To keep your SMS Opt-Out Rate healthy, follow our guidance: 

• Obtain clear consent: Before sending your first message, you must obtain agreement from the recipient to communicate with them. This is referred to as "consent”–you must make clear to the individual that they are agreeing to receive messages of the type you're going to send. You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow. 
• Reconfirm consent if delayed: If you do not send an initial message to that individual within a reasonable period after receiving consent (or as set forth by local regulations or best practices), then you will need to reconfirm consent in the first message you send them.
• Use consent only for its intended purpose: The consent applies only to you, and to the specific use or campaign that the recipient has consented to. You can't treat it as blanket consent allowing you to send messages from other brands or companies you may have, or additional messages about other uses or campaigns.
• Retain proof of consent: Proof of opt-in consent should be kept as set forth by local regulation or best practice, even after the end-user opts out of receiving messages.

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If you have additional questions, please reach out to your Customer Success Representative or support@thankview.com.