Sending warnings and pauses

Mailbox providers like Gmail and Yahoo watch every sender. If a sender’s emails keep bouncing or getting marked as spam, their mail can land in the spam folder or get blocked outright. Jounce watches the same two things for your workspace. It warns you when they run high, and pauses sending if they get worse.

What Jounce counts

Every email your workspace sends counts toward the total. That means campaigns, automation emails, test sends, and your forms’ confirmation emails. Out of that total, Jounce counts two things.

• Bounces. A mailbox refused the email for good. Usually the address is wrong or gone. A full inbox or a temporary refusal doesn’t count.
• Spam complaints. Someone marked your email as spam in their mail app.

Only recent weeks of sending count, so an old bad batch stops counting as time passes.

The two levels

Level	You see	What changes
At risk	An amber banner: Your sending is at risk	Nothing yet. Your emails keep going out.
Paused	A red banner: Sending is paused, and an email to the workspace owner	Sends wait until a person at Jounce resumes them.

What sets each level off

One spam complaint on its own never brings up the warning or pauses sending, however much you’ve sent. It takes more than one, and when you haven’t sent much in those weeks, it takes very few.

Once you’ve sent more, the complaints must also reach a share of what you sent: 0.1% for the warning and 0.3% for the pause. Those are figures mailbox providers publish. Gmail and Yahoo both tell senders to keep spam complaints under 0.3% of the email they send. Gmail advises staying under 0.1% (Gmail’s sender guidelines).

Jounce sees fewer complaints than the providers do, though. It counts only the ones a provider passes back, and Gmail passes none. So a quiet banner doesn’t prove you’re inside a provider’s limit.

Bounces are judged as a share of what you sent. When you’ve sent very little, a share says little, so Jounce counts the bounces instead. At that size there’s no warning: nothing shows until the count reaches the limit, and then sending pauses.

Where you see it

The banner sits at the top of the app. Every member of the workspace sees it. The sending banner describes it and says which pages show it. When Jounce pauses sending, the workspace owner also gets an email: The Sending is paused email.

How each level ends

A warning clears on its own. Clean sends go out, and older ones drop out of the measure. The numbers fall back under the warning level, and the banner goes. When you haven’t sent much, that can take a few weeks. Jounce re-checks on its own schedule, so the banner can lag by some hours.

A pause never clears on its own. If bounces or spam complaints caused it, stop their source first. Then, whatever the cause, write to hello@jounce.com. A person at Jounce checks what you did and writes back.

Once sending resumes, the emails that waited go out, except a scheduled email more than a day late, which waits for your OK. An A/B test’s winner round that late stays on hold.

When bounces or spam complaints caused the pause, Jounce starts counting again when sending resumes. The bounces and complaints behind the pause no longer count, and neither do late ones about emails sent before then. Only emails you send after that can pause sending again.

After a pause like this, your list also warms up again from the first daily limit, as a new workspace’s does. A held email bigger than the limit doesn’t go, and one that doesn’t fit yet waits for room. See Why can’t I email my whole list yet?

Get sending again after a pause has the steps, and What a pause holds and what keeps working says what waits.

Note A pause follows the admin, not only the workspace. While a workspace you’re an admin of is paused, any workspace you create starts paused too. The new workspace’s banner says so, and no email goes out about it.