Fixing A Suppressed Client Email
When email to a client permanently fails, Appointible stops sending to that address and marks the client as Suppressed. This article explains what that status means and how to restore delivery.
What suppressed means
A client is suppressed once their email address permanently rejects a message. Two things cause it, and they behave differently:
- The address is dead. The mailbox does not exist, usually a typo or an old work address. The address is at fault, not the person.
- The client marked an email as spam. The person is at fault, not the address.
While a client is suppressed, reminders, confirmations, and review requests are not emailed to them. In the client's Client details panel, a red warning icon appears next to the email address; hover over it to see why (for example, "Emails to this address permanently bounced." or "This client marked an email as spam."). The Suppressed field in the client details shows which channel is affected.
SMS is unaffected. A client suppressed for email still receives text messages, and their appointments are unchanged.
Info
Suppression is per address, not per client. Correcting the address restores delivery for that client; the old address stays blocked everywhere.
Correct the address
If the client was suppressed because the address was wrong or is no longer in use, replace it with a working one.
- Open Clients from the left sidebar.
- Find the client using the Filter clients... field. It accepts name, phone, or email.
- Click the three dots next to the client name and select Client details.
- Click the pencil icon (Edit client) at the top of the panel.
- Replace the email address with the correct one.
- Click Save.
The warning icon disappears and email sending resumes with the next message. See Editing Client Data for the full client-editing flow.
When correcting the address does not help
Saving the same address again does not restore delivery. The address has to actually change, because the previous one is confirmed dead.
A client who marked an email as spam also stays suppressed after an address change. Continuing to email someone who reported the business as spam damages email delivery for every other client, so this is deliberate. Contact support if such a client asks to start receiving email again.
Clients suppressed before this behaviour shipped keep their status until their address is changed to a new one.
Messages that show as bounced
A message sent to a suppressed address is recorded in the Inbox as Bounced straight away, with a note that the address is on the suppression list. Existing bounced messages are not resent after the address is corrected — only new messages are sent.