Reasons for communication errors

Please find more technical information about the causes of errors and the error management in the technical blog post by collect.AI.

INVALID_EMAIL_ADDRESS

• Reason Code / Status: INVALID_EMAIL_ADDRESS
• Communication channel: Email
• Explanation: The email address failed validation checks (e.g., missing "@"). It will never work until fixed.
• Error Persistence: Permanent
• Time of occurrance: Before sending
• Actionable for tenants: Yes
• Recommended action (If possible): Verify the email with the customer.

INVALID_MOBILE_NUMBER

• Reason Code / Status: INVALID_MOBILE_NUMBER
• Communication channel: SMS
• Explanation: The number is wrong or incomplete. It will never be delivered in its current state.
• Error Persistence: Permanent
• Time of occurrance: Before sending
• Actionable for tenants: Yes
• Recommended action (If possible): Verify the mobile number with the customer.

BOUNCE_TRANSIENT_MESSAGE_TOO_LARGE

• Reason Code / Status: BOUNCE_TRANSIENT_MESSAGE_TOO_LARGE
• Communication channel: Email
• Explanation: The specific message was rejected because it’s too big. The address is fine, but the content must be reduced.
• Error Persistence: Temporary
• Time of occurrance: After sending
• Actionable for tenants: Yes
• Recommended action (If possible): Change the message content at collect.AI.

BOUNCE_TRANSIENT_CONTENT_REJECTED

• Reason Code / Status: BOUNCE_TRANSIENT_CONTENT_REJECTED
• Communication channel: Email
• Explanation: The mail server didn't like the content (spam filters). The address is valid, but the message needs editing.
• Error Persistence: Temporary
• Time of occurrance: After sending
• Actionable for tenants: Yes
• Recommended action (If possible): Change the message content at collect.AI.

BOUNCE_TRANSIENT_ATTACHMENT_REJECTED

• Reason Code / Status: BOUNCE_TRANSIENT_ATTACHMENT_REJECTED
• Communication channel: Email
• Explanation: A specific attachment type was blocked. The address is valid; just change the file format.
• Error Persistence: Temporary
• Time of occurrance: After sending
• Actionable for tenants: Yes
• Recommended action (If possible): Check the uploaded attachment of the case a collect.AI.

BOUNCE_PERMANENT_MAILBOX_UNAVAILABLE

• Reason Code / Status: BOUNCE_PERMANENT_MAILBOX_UNAVAILABLE
• Communication channel: Email
• Explanation: The recipient's server says the address doesn't exist. Stop sending to this address immediately. collect.AI automatically adds the contact to the suppression list.
• Error Persistence: Permanent
• Time of occurrance: After sending
• Actionable for tenants: No
• Recommended action (If possible): -

BOUNCE_PERMANENT_ON_SUPPRESSION_LIST

• Reason Code / Status: BOUNCE_PERMANENT_ON_SUPPRESSION_LIST
• Communication channel: Email
• Explanation: The address is already blocked by collect.AIs system to protect your reputation.
• Error Persistence: Permanent
• Time of occurrance: After sending
• Actionable for tenants: Partially, yes
• Recommended action (If possible): Needs a manual removal from the suppression list in the collect.AI Management portal if the bounce reason could be resolved manually.

BOUNCE_PERMANENT_GENERAL

• Reason Code / Status: BOUNCE_PERMANENT_GENERAL
• Communication channel: Email
• Explanation: A hard bounce where the provider didn't specify a code. collect.AI automatically adds the contact to the suppression list.
• Error Persistence: Permanent
• Time of occurrance: After sending
• Actionable for tenants: No
• Recommended action (If possible): -

REJECTED / REJECTD

• Reason Code / Status: REJECTED / REJECTD
• Communication channel: SMS
• Explanation: The carrier has actively refused the message (e.g., due to a block/blacklisting of the number or invalid destination). We’ll retry it again if there is another message to be send.
• Error Persistence: Temporary
• Time of occurrance: After sending
• Actionable for tenants: No
• Recommended action (If possible): -

HANDOVER_ERROR

• Reason Code / Status: HANDOVER_ERROR
• Communication channel: Both
• Explanation: A technical "handshake" failure between collect.AI and the messaging provider. This is an infrastructure issue and usually resolved on it's own by auto-retries.
• Error Persistence: Temporary
• Time of occurrance: While sending
• Actionable for tenants: Yes
• Recommended action (If possible): -

BOUNCE_TRANSIENT_MBX_FULL

• Reason Code / Status: BOUNCE_TRANSIENT_MBX_FULL
• Communication channel: Email
• Explanation: The inbox is full. This is usually temporary. If SES is used as email sending provider, it will retry for some time. The next email communication will try the to send an email again.
• Error Persistence: Temporary
• Time of occurrance: After sending
• Actionable for tenants: No
• Recommended action (If possible): -

BOUNCE_TRANSIENT_GENERAL

• Reason Code / Status: BOUNCE_TRANSIENT_GENERAL
• Communication channel: Email
• Explanation: A general connection or routing issue. SES will retry automatically for a period of time. We’ll retry it again if there is another message to be send.
• Error Persistence: Temporary
• Time of occurrance: After sending
• Actionable for tenants: No
• Recommended action (If possible): -

UNDELIV / FAILED

• Reason Code / Status: UNDELIV / FAILED
• Communication channel: SMS
• Explanation: Delivery failed at the network level. This can happen if the phone is off or in a dead zone.
• Error Persistence: Permanent
• Time of occurrance: After sending
• Actionable for tenants: Yes
• Recommended action (If possible): Verify the mobile number with the customer.

EXPIRED

• Reason Code / Status: EXPIRED
• Communication channel: SMS
• Explanation: The message sat in the network queue too long without the handset connecting.
• Error Persistence: Permanent
• Time of occurrance: After sending
• Actionable for tenants: Yes
• Recommended action (If possible): Verify the mobile number with the customer.