Skip to Main Content
Customer Feedback

We love feedback from you on our products and the problems in your daily work that you would like us to solve. Please describe the challenge you're encountering and your desired outcome. Be as detailed as possible.

For technical issues or bugs please head to Support or our Developer Community. You can assign up to 20 votes in total. Thank you for your feedback.

Status explanation: 'Future Consideration' = Continuing to collect further feedback, not planned at this time. 'Investigating' = Prioritized for deeper customer and feasibility investigations ahead of planning development.

Status Shipped
Product Campaign
Created by Guest
Created on Jan 19, 2021

webhook for spam-complaint events

Why are spam-complaints such an impactful recipient interaction?

  • building and maintaining a strong sender reputation requires close monitoring and analysis of spam complaints

  • campaign performance reporting needs to take every single spam-complaint into account to reveal the true impact of each campaign

  • spam-complaints are extremely important to understand where our email communication strategy does not meet customer's expectation

    • cadence / message frequency too high

    • message content lacking relevance

    • bad quality of permissions / consent (from certain opt in source - e.g. prize games)

  • recipients who issued a spam-complaint require an immediate update of customer master data as a spam-complaints include the impact of an opt-out (permission / consent is withdrawn)


  • we receive response- & interaction-data within seconds

  • we process suppression events (unsubscribe, spam-complaint, bounces) close to real-time

  • we replace existing response export-jobs

    • as currently used for closed loop interface (kms)

    • as used to provide data for our datalake / big query

  • with webhooks we can process response data immediately in order to trigger subsequent steps - e.g.

    • customer master data updates

    • re-calculation of next best offer / next best action

    • trigger for follow up communication within the same or an alternate communication channel


event trigger

  • event sent when recipient clicks "spam-complaint" button / issues spam-complaint via feedback-loop integration with mailbox provider

standard payload included in all webhook events

  • mailing group ID (client- / mandator-ID)

  • mailing ID

  • encoded mailing2userID (mailId)

  • recipient ID

  • recipient list ID

event specific payload

  • name of mailbox provider (fbl rule name)

  • Guest
    Jan 20, 2021

    A lot if ESPs report spam complaints automatically per recipient's spam click to Campaign as a feedback loop.

    These kind of reports should be observable via a webhook.