The Send History provided in the Site Settings of Event Sites only reports emails that were manually triggered by the auction team, from the software (eg invitations, receipts etc). It shows what the software logs as "sent" but does not indicate whether the email was delivered or opened.
You can view the Sent and Delivered status of ALL emails (automated and manually triggered) by logging onto our email handling provider - Send Grid here: https://login.sendgrid.com/login/identifier
Be sure to login under your own account name (rather than the generic account for northworld) to ensure you receive the authentication code sent via text.
To verify an email was sent and/or delivered:
Go to: Activity > copy/paste recipient's email address > Search
- "Delivered" status only confirms that the email was delivered to the recipients Email Host/Provider (eg gmail, yahoo, comcast etc) - it does not prove that it was delivered to the recipient's inbox!
- Open count > 0 is proof that the email made it to the recipients inbox and that it WAS opened. Click on the # for details.
- Open count = 0 can mean it was delivered but not seen yet (perhaps in spam folder) OR that recipient has disabled visibility on opens and clicks in their settings OR that the email provider accepted but did not deliver the email to their inbox due to screening settings we have no control over nor visibility on.
- Click counts indicate that recipient opened the email AND clicked on a link within the email. Click on the # for details.
- Capture a screenshot to include in your ticket response.
Not Delivered
- Click on the Not Delivered line to display the details.
- Read the message to determine if message was not delivered because of recipient's screening settings or because they unsubscribed.
- If due to screening settings, capture a screenshot and let the customer know that they will need to adjust their settings (or more likely) provide a non-work email to receive messages from the software.
Unsubscribed
1. The details will display "dropped" and note which group the user unsubscribed from.
If someone is complaining about not receiving emails - we can take that as evidence they want to resubscribe. . .
- Go to Suppressions > then click on Global or Group Unsubscribes as noted in the not delivered details.
- Search by their email address
- Check the box to select the record
- Use the bulk edit dropdown in upper right to remove the unsubscribe.
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