If scoring alerts are not being delivered, are going to the wrong recipients, or your recipient list is being rejected, the cause is usually related to character limits, delimiter formatting, or scoring job failures.

What causes this

Character limit exceeded: The scoring alert recipient field has a hard limit of 255 characters. While the field technically accepts multiple addresses, adding too many recipients or including unnecessary spaces can push you over the limit.

Incorrect delimiter format: Scoring alert recipients must be separated by commas only — for example, user1@co.com,user2@co.com. Adding spaces between addresses consumes unnecessary characters and can occasionally cause delivery failures depending on your mail server configuration.

Sales Representative field limitation: The Sales Representative field accepts only one email address. This is by design — the system dynamically routes the alert to the specific owner of that lead or contact record in the database.

Alerts blocked by spam filters: Emails with too many addresses in the To header may be flagged or blocked by spam filters before reaching recipients.

Scoring job not completing: Scoring alerts are triggered after the Scoring Service completes its calculation cycle, which runs in hourly batches — not in real time. If the scoring job fails, the alert will never be triggered.

How to fix it

Step 1: Use a distribution list alias

Replace multiple individual email addresses with a single distribution list alias (e.g., marketing-ops@company.com). This is the officially recommended best practice — it keeps you well under the 255-character limit and prevents alerts from being blocked by spam filters that flag emails with too many To addresses.

Step 2: Check your delimiter formatting

If you must use multiple addresses, ensure they are separated by commas only with no spaces. Remove any spaces between addresses in the recipient field.

Step 3: Verify the "From" address is whitelisted

Ask your IT team to confirm that Acoustic's IP ranges are whitelisted so system-generated scoring alerts are not quarantined before reaching recipients.

Step 4: Check the scoring job status

Go to the Data Jobs menu and confirm your scoring models are calculating successfully. If a scoring job is failing, the alert will not be triggered regardless of your recipient configuration.

Step 5: Consider CRM-based alerting

If your organization uses Salesforce or Microsoft Dynamics, consider using the Acoustic Campaign CRM integration to trigger alerts directly within your CRM instead of via email. This provides better tracking and reduces reliance on email delivery for time-sensitive notifications.