Understanding Email Suppression at Kore.ai

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What is Email Suppression?

Email suppression is the process of preventing emails from being sent to specific addresses that have previously bounced or generated delivery issues. This ensures compliance with email delivery standards and helps maintain a healthy sender reputation.

Once an email address is added to the suppression list, no further emails will be delivered to that address unless it is explicitly removed.

How is it Handled at Kore.ai?

At Kore.ai, email suppression is managed through AWS Simple Email Service (SES), which is used for all email delivery scenarios. The following process is followed:

  1. Bounce Compliance

    • To maintain compliance and avoid service disruption, Kore.ai strictly monitors bounce rates.

  2. Automatic Suppression

    • As per AWS SES best practices, automation is enabled to add bounced email addresses to the suppression list.
    • Any email address that bounces for any reason is automatically added.

  3. Visibility of Suppression

    • Kore DevOps can check the suppression logs in AWS to identify the specific reason for suppression.

  4. Removal from Suppression

    • If a valid justification is provided, Kore DevOps can remove an email address from the suppression list.

Who Handles This at Kore.ai?

The Kore DevOps team manages all aspects of email suppression, including:

  • Reviewing suppression reasons from AWS logs
  • Addressing requests for removal from the suppression list (upon valid justification)
  • Ensuring email compliance to maintain uninterrupted services

Best Practices for Customers

To avoid issues with email delivery:

  • Always provide a valid email address capable of receiving communications from third-party vendors like Kore.ai.
  • Ensure that required whitelisting is in place for Kore.ai domains to prevent emails from being blocked or marked as spam.

:white_check_mark: Key Point:
Once an email address is added to the suppression list, no emails will be delivered until it is removed.

Conclusion:

  • Kore does not cause the email suppression. It is governed by AWS SES.

  • If an email ID is suppressed, once Kore support is informed over a ticket, it is investigated and may need further approvals/ business justification to remove it from suppression list.
    A resolution may be expected in 2-4 working days.