Email deliverability

Keep your mail out of spam folders: connect bounce and complaint reports, read the Email health card, and manage the suppression list of addresses Foxx HQ never emails.

Deliverability is whether your email reaches the inbox. Mailbox providers such as Gmail and Yahoo watch how many of your messages bounce and how many people mark them as spam. Too many, and your receipts and invoices start landing in spam folders too.

Foxx HQ does three things for you:

it reports your bounces and spam complaints, per kind of mail;
it suppresses addresses that hard-bounce or complain, so you never mail them again;
it keeps marketing and transactional mail apart, so a bad campaign can't hide inside your receipts' numbers.

How mail leaves Foxx HQ in the first place (the transport, the From address, the test email) is on Email.

Before you start

You must be a company administrator for Administration → Email.
To manage the suppression list you must be able to use the CRM; to remove an address from it, you must be a CRM owner. See CRM.
Bounce and complaint reports need the Resend or Platform transport. An SMTP relay never reports bounces or complaints, so the Email health card has no rates for it.
With Your own Resend key, you need access to your Resend account to add a webhook there.

Two kinds of mail

	Transactional	Marketing
What	Receipts, invoices, password resets, invitations, notifications	Newsletter campaigns and appeals, nothing else
Who gets it	Whoever it is for, even if they left the newsletter	Confirmed subscribers only, each copy with its own unsubscribe link
Stopped by an unsubscribe	No	Yes
Stopped by the suppression list	Yes	Yes

The law on commercial email lets transactional mail reach people who unsubscribed from your newsletter (15 U.S.C. 7702).

Send campaigns from a subdomain (recommended)

Under Administration → Email → Campaign From, give campaigns their own From name and From address, for example on news.yourdomain.org. Your campaigns then build their own reputation, apart from your receipts and resets. On the Platform domain transport the address must be on a domain the platform operator verified for you; on your own Resend account, on a domain verified there. Leave it blank to send campaigns from the transport's From.

Connect bounce and complaint reports

Without this, Foxx HQ never hears that a message bounced.

On the Platform transport there is nothing to do. The platform operator connects the platform's webhook once, for every organization.

On your own Resend account:

Open Administration → Email and find Bounce and complaint reports.
Copy the Webhook address with Copy.
In Resend, add a webhook pointing at that address, with the events email.bounced and email.complained.
Resend shows the webhook's signing secret. It starts with whsec_. Paste it into Signing secret in Foxx HQ.
Click Save. The section shows connected.

The Bounce and complaint reports section, connected: the Webhook address with a Copy button, and the stored signing secret

Foxx HQ checks every report's signature with the secret and refuses reports older than five minutes. The secret is never shown again; the field only says one is stored. Paste a new one to replace it, or click Remove to disconnect.

On SMTP there is no webhook. Watch your mail server's bounce messages yourself.

What happens to bounces and complaints

Report	Means	Foxx HQ
Hard bounce	The receiving server rejected the address for good.	Adds it to the suppression list (source bounce). Nothing more is sent to it, receipts included.
Spam complaint	Someone marked your message as spam.	Adds it to the suppression list (source complaint). Nothing more is sent to it, receipts included.
Soft bounce	A passing problem, such as a full mailbox.	Counts it on the health card. Doesn't suppress; the provider retries.

Read the Email health card

Administration → Email → Email health shows:

Your sending domains: each domain, what it is Used for, and whether its SPF, DKIM and DMARC records check out. For platform domains Foxx HQ shows the platform's last check. For your own Resend account it says Check in Resend: look there. DMARC isn't part of Resend's check; publish at least a policy of none yourself.
The last 30 days, per kind of mail (Transactional and Marketing): Sent, Hard bounces, Soft bounces, Complaints, the Bounce rate, the Complaint rate and a Status.

The Email health card: the acme.test domain used for both kinds of mail, then Transactional with 69 sent and an ok status, and Marketing with 3 sent, 1 hard bounce, 1 complaint and an over status

The Status follows the complaint rate:

Status	Complaint rate
ok	under 0.10%
watch	from 0.10%
over	0.30% or more
no reports	SMTP: no reports exist
no mail yet	nothing sent in 30 days

These lines come from what the big providers publish. Google asks senders of 5,000 or more messages a day to keep the spam rate below 0.10% and never reach 0.30%, with SPF, DKIM and DMARC set up and one-click unsubscribe on marketing mail. Yahoo asks for SPF, DKIM, a DMARC policy of at least none, one-click unsubscribe honoured within two days, and a spam rate below 0.3%. Neither publishes a bounce-rate number; Yahoo asks senders to remove invalid addresses promptly, which suppressing hard bounces does. The complaint rate counts the complaints your provider passes on; Gmail's own figure is in Google Postmaster Tools.

On a small list, one complaint gives a big percentage. Three marketing emails with one complaint read 33% and over. Look at the counts as well as the rates.

If the numbers climb

Send campaigns only to people who asked. Foxx HQ already mails confirmed subscribers only; don't import lists of people who didn't ask.
Send to a segment rather than everyone when the message isn't for everyone (see Audiences and appeals).
Send less often, and keep the unsubscribe link easy to find.

The platform console and Administration → Overview also flag Email hard bounces (30 days) and Spam complaints (30 days) for your administrators.

The suppression list

CRM & Sales → Suppression lists every address this organization will never email. Every outgoing message checks it: CRM email, campaigns, quotes, invoices and notifications.

The Email suppression page: the Suppress an address form, and three suppressed addresses with their source (complaint, bounce, unsubscribe), reason and date, each with Remove

Each address shows its Source:

bounce or complaint: reported by the mail provider;
unsubscribe: the person left the newsletter;
manual: someone added it here;
an import's source, for lists brought in from another system.

Suppress an address by hand

Under Suppress an address, type the Email.
Optionally write a Reason. Everyone who wonders why the address is blocked sees it.
Leave Source on manual, and click Suppress.

Use this when someone asks you to stop all email, receipts included.

Import opt-outs from another system

Click Import list, choose the file (up to 8 MB), and pick the Source for rows that don't name one. Addresses are trimmed and lower-cased on the way in.

Remove an address (CRM owners)

Click Remove on the row, for example after someone fixed their mailbox and asked to hear from you again.

Never remove a complaint to send someone a campaign anyway. They told their mail provider your mail is spam; mailing them again hurts every email you send.

Export CSV downloads the list.

Troubleshooting

"Email health shows no rates, or says no reports." You use SMTP, which never reports bounces or complaints, or the webhook isn't connected. Connect Bounce and complaint reports (Resend), or switch to the Platform transport.

"Bounce and complaint reports isn't connected." Check that the Resend webhook uses exactly the Webhook address shown, with both events, and that the secret pasted is that webhook's (it starts with whsec_).

"A customer gets no email at all, not even receipts." Their address is on the suppression list. Search for it under Suppression. Clearing Do not email on their contact does not lift a suppression.

"Someone unsubscribed, but still gets receipts." That is intended: an unsubscribe stops marketing only. Add the address under Suppress an address to stop everything.

"SPF, DKIM and DMARC say Check in Resend." Foxx HQ can't see your own Resend account's checks. Open your domain in Resend.

"The Platform domain section says no verified platform domain yet." Ask the platform operator to register and verify a sending domain for your organization (in the platform console's Mail page).