Sprinklr provides a robust mechanism to detect, capture, and manage undelivered emails (bounced messages) sent through Amazon Simple Email Service (SES). This capability ensures reliable communication, improves deliverability, and prevents repeated attempts to invalid addresses.

Email Delivery Monitoring

Sprinklr continuously monitors the delivery status of outbound emails using SES callbacks. When a recipient’s server rejects a message and returns a bounce error, SES triggers a callback to Sprinklr. This callback contains diagnostic details about the delivery failure.

Bounce Detection and Error Capture

When an email sent from Sprinklr bounces, the sender is automatically notified. The notification provides clear details about the delivery failure.

This allows agents and administrators to analyze delivery issues with accuracy.

Agent Notification and Case Visibility

When a bounce is detected, Sprinklr ensures the assigned agent has immediate visibility:

• A notification is sent to the agent assigned to the case.

• The case is tagged with identifiers such as Bounced Email, enabling easy tracking and filtering.

This process ensures full traceability of communication failures in the case lifecycle.

Audience Profile Invalidation

Sprinklr automatically manages invalid email addresses to prevent repeated failures:

• For permanent failures (such as non-existent email addresses), the associated audience profile is invalidated in the backend.

• The case or outbound message is tagged for identification and reporting.

Preventing Further Failures

Sprinklr proactively blocks future delivery attempts to invalid addresses by integrating invalid profile lists into the sending workflow:

• Recipient Validation – Before an email is sent, Sprinklr checks if the recipient belongs to a known invalid profile list.

• Agent Warning – If an invalid profile is detected, a warning is displayed in the reply box UI, notifying the agent that the recipient address is invalid.

This prevents wasted delivery attempts, preserves sender reputation, and reduces unnecessary bounce events.

End-to-End Flow

1. Email is sent through Sprinklr using Amazon SES.

2. Recipient server returns a bounce error.

3. SES sends a callback with bounce details to Sprinklr.

4. Bounce details are captured at the outbound message level.

5. Agent is notified, and case visibility is updated with diagnostic information.

6. Invalid profiles are tagged, stored in lists, and excluded from future sends.

7. Agents receive warnings if they attempt to send to invalid recipients.

This system ensures that agents remain informed, delivery issues are tracked transparently, and future communication errors are proactively prevented.