If you use custom DNS for sending emails, a workflow email is normally not sent at all when any of its recipients has a BOUNCE or COMPLAINT status. This is explained in Difference Between Manual and Workflow Emails With BOUNCE or COMPLAINT Contacts.
With partial delivery turned on for your company, workflow emails behave like manual emails instead: the blocked contacts are skipped and the email is still sent to everyone else.
How partial delivery works
When a workflow reaches a Send email step, Kolleno checks every address in the To, CC and BCC fields.
Addresses with a BOUNCE or COMPLAINT status, and contacts whose email address is blocked, are removed from the email.
A blocked address is removed from every field it appears in, whatever its capitalisation.
The email is sent to the remaining recipients.
The workflow then moves on to its next step as usual.
Result: the other contacts still receive the email, and your workflow keeps running.
Seeing which contacts were skipped
Skipped contacts do not disappear silently. For every email sent without some of its recipients, a note is added to the customer's timeline listing each skipped address:
EMAIL in the workflow 'Workflow_Name' was sent without some recipients. Email address 'Target_Email_Address' is blocked due to status: 'BOUNCE'.
If several addresses are skipped from the same email, they are all listed in that one note.
If you use Task Manager, the note also opens a Delivery failure task for the customer, or is added to the one that is already open. Sending further emails that skip the same contact does not close the task, so it stays visible until someone deals with it.
When the email is still not sent
If every address in the To field is blocked, the email is not sent, even with partial delivery turned on. An email that would only reach CC or BCC recipients is not treated as delivered.
In that case you see the usual could not be sent note, and the workflow waits on that step until the contact is fixed, exactly as it does without partial delivery.
Turning partial delivery on or off
Partial delivery is off by default and is set for your whole company: it applies to every workflow and every Send email step. To turn it on or off, contact the Kolleno support team or your Customer Success Manager. The change applies from the next workflow run.
Manual emails are not affected by this setting. They already skip blocked recipients.
Keep your contacts up to date. A skipped contact does not receive your reminders. Check the timeline notes or Delivery failure tasks and update or remove the blocked contacts. See Email Sending Blocked Due to Blacklisted Recipients for how to resolve them.