Context

When migrating from one email domain to another in Unify, you may notice that emails continue to be sent from previously removed email addresses. This can happen even after removing these addresses from your email sequences, particularly if there are existing email enrollments in the system.

Answer

If emails are still being sent from removed email addresses, this is likely due to existing enrollments in your email backlog. These are email sequences that were initiated before the email addresses were removed.

Important distinction: Deactivating or removing email addresses from sequences only prevents new enrollments - it does not stop emails that are already in progress for previously enrolled prospects. These existing enrollments will continue to send emails through their remaining sequence steps.

To resolve this issue:

1. Check your email backlog at the Email Health Dashboard to see pending enrollments

2. Alternative self-service option: You can manually unenroll all prospects from specific sequences by going to the sequence's Enrollments tab, selecting all enrolled prospects, and clicking "Unenroll"

3. Contact Unify support to reassign these existing email enrollments to your current active email addresses

Removing Unwanted Contacts from Email Backlog

If you want to remove specific contacts from the email backlog rather than reassigning them, you can unenroll them using these methods:

Method 1: Pause Sequence or Play to Stop All Queued Emails

• Navigate to the sequence or play you want to stop

• Click the pause button to prevent any queued emails in that sequence from sending

• This immediately stops all pending emails for that campaign without requiring individual unenrollment

Method 2: Remove from Sequence Enrollments

• Navigate to the "Sequence" tab

• Click on "Enrollments" to see all enrolled participants

• Use the search field to find specific participants by name

• Select the unenroll option for individual contacts, or use bulk unenroll by applying step and status filters (such as Status = Blocked) and clicking the 'Unenroll' button

Method 3: Remove from Individual Contact Profile

• Navigate to the contact's profile in your account

• Click the "Unenroll" button in the top right corner to remove them from all active sequences

Method 4: Create Exclusions for Permanent Removal

• Navigate to Settings > Exclusions

• Create a new exclusion filtering for specific emails you want to exclude

• Toggle on the setting to proactively unenroll anyone in existing sequences that fall under the exclusion criteria

Once you either reassign existing enrollments (via support) or manually unenroll prospects from old sequences, all future emails will be sent from your current active email addresses.

Configuration Issues Causing Emails from Wrong Addresses

Beyond enrollment backlogs, emails may be sent from incorrect addresses due to configuration issues in your plays or mailbox settings, even when the intended email addresses are still active.

Check your play routing configuration: Navigate to your play in the Play Builder and verify that the email routing is set to the correct mailbox group. If the routing points to a group containing removed or incorrect email addresses, update it to use the appropriate active mailboxes.

Important: Changing the mailbox routing in a play only affects new enrollments going forward. Contacts who were already enrolled in sequences before you changed the routing will continue to use their originally assigned mailbox for all remaining steps in their sequence. This means you may still see emails being sent from the previous mailbox even after updating the play configuration. To fix emails already queued from existing enrollments, you’ll need to reassign them using the Email Health Dashboard (as described in the main “Answer” section above) or manually unenroll and re-enroll the contacts.

Verify mailbox assigned user settings: Go to Settings > Deliverability > Mailboxes and ensure the assigned user for each mailbox matches the intended sender. The assigned user determines both the sender name and email signature that appears in sequences.