Last updated: June 28, 2023
To manage unengaged contacts, create a list of contacts who have hard bounced on your past marketing emails. Any contacts who have been unbounced in your account won't be included in the hard bounced list.
As another step to tidy up outdated contacts, you can also create a list of contacts who've marked one of your marketing emails as spam. HubSpot will automatically omit sending marketing emails to these contacts, but as the number of contacts in your CRM increases, it can be helpful to remove them.
Once you've created these lists, you can review them to ensure you're deleting the correct contacts, then permanently remove them from your account. Alternatively, you can keep these contacts in your account for reporting purposes. Learn more about how to keep your contact lists up to date.
You can create a static list of hard bounced contacts directly from the email tool, or you can create an active list of bounced contacts using the lists tool. After you've created the list of bounced contacts, you can review the associated contacts then permanently delete them.
To create a static list of bounced contacts:
To create an active list of bounced contacts:
Please note: when you unbounce a contact who previously hard bounced, the contact will still have a value for the Email hard bounce reason property. If you want to guarantee that contacts in your active list aren't mistakenly deleted after they've been unbounced, you should follow the instructions above to create a static list instead.
To remove contacts who marked one of your emails as spam, you must first export the associated contacts, then reimport them as a static list to delete.
First, export a list of the contacts who marked one of your marketing emails as spam:
You'll receive an email with a download link to the export file, which will include a single column labelled Portal Spam Report. This column indicates whether a contact marked a marketing email from your account as spam, or they moved the email from their inbox into their junk folder. You should see a value of TRUE in this column for every contact.
Please note: contacts who mark your emails as spam will hurt your email sending reputation, and could lead to a suspension of your ability to send email. Make sure you're following the best practices of HubSpot's email deliverability guidelines.