You might see email groups where some members will not receive emails if you email that group.
The status of the email address determines this. Every address's status is "Unknown" until an email from the platform is sent to that address. Once the email is sent, the status changes.
Exception: There are two cases where the status will not be "Unknown" before any email is sent from the platform.
If there is no email address on the record, then the status will be "Not available" and
If someone has opted out of receiving emails, their status will be "Unsubscribed."
Here's a detailed explanation of different email statuses.
How to View and Filter Members by Deliverability
When you open a communication group and click "View Members", you see a deliverability summary at the top:
The number and percentage of members who will receive the email
The number and percentage of members who will not receive the email
Below the summary, a member list shows every record in the group along with their email address and current email status. You can use the filter tabs to narrow the view:
All — Shows every member in the group
Will receive — Shows only members whose email will be delivered
Won't receive — Shows only members who will not receive the email, along with the specific reason (e.g., "Bounced — An attempt to send email has bounced" or "Engaged — Has interacted with at least one email in the past")
You can also search for a specific member by email address or name using the search bar.
Exporting Non-Deliverable Members
To take action on members who won't receive the email, click the "Export non-deliverable" button. This downloads a list of all members in the "Won't receive" category along with their email addresses and statuses.
This export is useful when you want to:
Review bounced or invalid email addresses in bulk
Update email addresses for records with delivery issues
Identify unsubscribed members you may want to reach out to directly
Here are the different statuses that result in a profile not receiving emails —
Status | Description | Examples |
Unsubscribed | Only transaction emails like receipts and confirmations are allowed - This happens when a new record is added to the platform and either the admin has not set them to receive emails or the user has not consented to use this email address for communication purposes. | 
|
Unsubscribed | The user unsubscribed this email from communication - This happens when the member has unsubscribed from receiving emails sent to this group or from all email communications from this platform. |
|
Bounced | Our system has attempted to send the email, but it was not delivered. |  |
Invalid | The email address does not exist. |  |
Email is not available | There is no email address on the record. |  |
What You Can Do About It
Once you've identified which members won't receive your email, here are the steps you can take depending on the status:
Status | What to do |
Soft Bounced | Reset the email status to "Unknown" from Data Studio so the system will attempt delivery again. |
Hard Bounced or Invalid | Update the email address for the record with a valid address. Once updated, the status resets to "Unknown." |
Unsubscribed or Marked Spam | Reach out to the member directly to understand their preference. You cannot override this from the admin side. |
Email not available | Add an email address to the record. |