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ClickDimensions Email Sends: Excluded Recipients

ClickDimensions is one of a multitude of marketing applications that streamlines efforts and simplify the approach to reaching existing and potential customers. However, sometimes all of the messages don’t go out from an Email Send and the stats will show “excluded recipients”.

Why are some recipients excluded from Email Sends and how can this be fixed? Download the list of excluded recipients to Excel for review. Keep reading to understand the underlying causes and possible solutions.


The recipients clicked ‘unsubscribe’ because they don’t want your content.  They might have globally unsubscribed or just dropped off one of your subscription channels. Sorry. It happens. It’s not personal. Focus on creating the best possible content for the recipients who do want your emails. When creating email sends, try to select the best of your available subscriptions to link it to.  If the topic of your email send doesn’t fit an existing subscription, create a new one so it does fit, and recipients can specifically subscribe or unsubscribe for the topic. For more detail on how the Unsubscribe process works on Dynamics 365 records, see this article: Unsubscribes


Either the recipient’s email address did not work at all, your messages “soft” bounced back too many times or the recipient marked your message as spam. There are different causes for an email message to “bounce” back – some are temporary such as a  such as a full mailbox while others are more permanent such as a user left the company. ClickDimensions provides a detailed list of possible causes and solutions here:  ClickDimensions Bounce Codes and Service Protection

Note that you or your Sales team may truly believe the “bounce” errors are incorrect and an email address is valid. ClickDimensions does allow you to unblock an email address if needed, with the steps noted here:  Unblock an Email Address

No Email Address

The recipient does not have an email address in your system.  Sometimes it’s overlooked, or the lead is so fresh you barely know their name. Possibly the email address was entered into the wrong field on the form. Check with the record owner to see if they have the email address.  You can also add criteria to your marketing list queries to exclude records without an email address (criteria:  Contacts where Email Address Contains Data), however, excluding these Contacts from marketing lists prevents finding the problem and fixing it.

Suppression List

Using a suppression list?  Sometimes recipients get added to marketing lists anyway, but you can’t send to them. It’s a bummer, but you have to respect their wishes. For more information on how suppression lists work in ClickDimensions, take a look at this article:  Suppression Lists

Learn from repeated exclusion reasons.  Review to understand the issues that come up over and over again and take the time to clean up your Dynamics 365 Contacts, Leads and Account records. Ask your Sales team to assist with missing email addresses. Keep your marketing activities as efficient and focused as possible.

Reference article from ClickDimensions on this topic: Excluded Recipients

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