Messages
1) What’s the use of seed lists?
2) What are some of the ways that clients are using tags?
3) What is Google analytics tracking. What is needed to set this up? What are the advantages of using it?
4) What’s the difference between the message types?
5) Are there any tools I can use to look at the content of emails, and getting a SpamAssassin score or seeing how any other filter will score a message?
6) Do you provide image hosting?
7) How can I insert an image from FTP to my creative?
8) How to use system/custom field data in a creative?
9) What’s the difference between a message created as a newsletter and transactional?
10) What are the personalization tags / tokens?
11) Is there a way to capitalize the first letter of the first or last name in the message content?
12) How can I use the Google Analytics integration?
13) Why was my message sent faster, if I have set longer throttling for it?
14) Is there any difference between *[message_shortdate]* personalization tag and ${MessageShortDate} dynamic content tag?
15) Can I reversibly encrypt email address in a message content?
16) Why does mailto: link redirect to click masking domain?
17) Is there a way to strip personalization from the “View in browser” version of the message?
18) Can I use Unicode symbols in the messages sent from ExpertSender?
19) How does autoresponder (AR) with interval “0” work? Which subscribers are going to receive it and when?

Subscribers
1) What are “unconfirmed” subscribers?
2) I’m assuming some bounce types such as user unknowns are automatically blacklisted. Is this correct, and are there any other bounce types that are auto blacklisted?
3) What do you suggest to clients for data hygiene?
4) Is there a way to import files larger than 30MB?
5) What is a delivery cap?
6) Can I use custom confirmation pages that subscribers see for confirmed opt-in lists, opting out and saving changes in preference center?
7) Is it possible to customize the confirmation emails for confirmed opt-in lists?
8) How can I upload suppression lists via the FTP?
9) How does an address get added to the blacklist?
10) How can I set a default first name for subscribers?
11) Am I able to add a subscriber to the list from which he/she already unsubscribed (e.g. by mistake)?
12) What are the value ranges for different types of custom fields?

Segmentation
1) We are trying to move subscribers that have not opened any message in the past 3 months, into another list.
2) I want to split list into few segments, for example: 10% of the list, 20%, 30% and 40%. What’s the best way to do it?
3) How can I create a negation of the restriction in segment definition?
4) Why can segments pull a wrong selection of subscribers when using the operand with size limit?

Conversions
1) How is the winning version of the split test selected, if the test was based on conversion, while no conversion was generated?
2) How is the winning version of the split test selected, if the test was based on the number of conversions, while the same number of conversions was generated by all the versions?
3) How is the winning version of the split test selected, if the test was based on the value of conversions, while the same value was generated by all the versions?

Reports
1) What are the differences between opens / unique opens and clicks / unique clicks / clickers?
2) What’s the difference between “Added via UI”, “Added via API” and “Added via Web”?
3) I noticed you can disable open or click tracking, is there any practical application for this?
4) How does the social media tracking work? Is this just tracking clicks on, say, a FB like button or Google +1 button in an email?
5) What is hard bounce?
6) How can I check what links in my messages have been clicked?
7) Why percentage values in Reports -> Summary section are not summing up to 100%?
8) What is Microsoft SNDS in Reports tab?
9) What does “System Rejected” status mean in an import report?
10) Why do I see different lists in the reporting even though I sent a message to a segment which selects the subscribers from one list only?

Miscellaneous
1) Is ExpertSender integrated with Rapleaf?
2) What are some of the most common mistakes that clients make when starting off?
3) Do clients have separate logins for each unit they have set up?
4) Can I use different click masking domains?

 

Messages

 

1) What’s the use of seed lists?

Seed lists are designed to store either test email addresses or 3rd party seed email addresses. Test email addresses are usually used by our clients to test creatives (their deliverability and rendering) before the actual campaign is launched. The best practice is to test a creative by sending it first at least to your test email addresses at major ISPs like Yahoo, Outlook.com, Gmail or AOL. 3rd party seed email addresses are usually used for estimating the percentage of inbox placement. Companies such as Return Path or Litmus provide services where you can obtain a list of for example 1000 seeds that you can mail your campaign to along with the real recipients. Then you can check the estimated deliverability ratio to Inbox vs Spam folder to each of the major ISPs based on the number of emails delivered to multiple seeds at a given ISP. Using seed lists is not an accurate way of estimating the inbox placement, though.

There’s also one other significant distinction between subscriber lists and seed lists. In case of seed lists none of the email addresses can be removed due to receiving a couple of soft bounces or hard bounces (different than user unknowns) in a row or by clicking the unsubscribe link. This is to make sure these test or seed email addresses won’t get removed from the seed list by mistake.


2) What are some of the ways that clients are using tags?

Tags can be used for 2 reasons:
1) For narrowing the search when browsing the messages, if one wants to find the ones that were for example of a certain vertical. Please, see the “search by tags” box in Messages > Newsletters > “Sent” tab.
2) For segmenting and targeting subscribers that for example clicked or opened any message tagged with a certain tag (like messages tagged “finance” or “entertainment”).



3) What is Google analytics tracking. What is needed to set this up? What are the advantages of using it?

Google analytics is a tool for tracking website traffic. Enabling Google analytics tracking makes sense for clients that are driving traffic to their own websites. If certain tokens (Google campaign, Google content, Google source) are filled in when creating a message – these will be automatically added to all URLs in a given creative. Then, if any subscriber clicks on such links and gets redirected to a landing page, the administrator of such landing page will have a full info on how this person visited the website in their Google Analytics tool (http://www.google.com/analytics/). They can use it to track for example conversions or the average time spent on the website of the visitors coming directly from your email campaigns.

In order to start using it, all you need to to do is to check the “Google Analytics” under the message editor and fill in the fields.

Google campaign and Google source tokens can be used in a couple of ways. For instance, you can have the Google campaign set with a date of email dispatch, so it’s easy to distinguish particular campaigns. In addition, you can put a part of the subject line after the date. Google source is usually filled with values that allow grouping mailings into email streams. If you’re sending frequent newsletters and blog post notifications, then you can use “newsletter” and “blog” as the token values.

Google content is another token that can further help you distinguish traffic coming from certain URLs. You can either set it to one value that will be added to all your URLs or you can alternatively have it set individually for all links by using “title” attributes next to your links in HTML. In such case Google content token will be automatically filled in with the value set in the title parameter. This way you will be able to distinguish particular links from each other.

Here is an example HTML link with the title:

<a title=”Homepage link” href="http://www.expertsender.com/">

Finally, there’s also Google medium token added to all URLs used in the content of the message. However, we automatically set this token’s value to “Email”. This way, this type of traffic can easily be distinguished from other types of the traffic on your website.


4) What’s the difference between the message types?

 

transactional messages – one-off messages to individual recipients, usually without any commercial content; they can only be triggered by the API request; the API request can pass on additional info (like order number, order date, amount paid, etc) that can be included in transactional message’s content.

Autoresponders – automatic messages to individual recipients sent in intervals depending on the time that passed since the sign up date of each recipient; interval set to 0 will launch a message to a recipient directly after uploading the email address to a given list; interval set to 5 will launch a message exactly 5 days after the sign up.

Triggers – automatic messages to individual recipients sent whenever a condition is met; the condition can be: clicking on a specific (or any) link in a message sent previously, opening specific (or any) message sent previously, upcoming date (like DOB) or completing a specific action on the client’s website (like abandoning the shopping cart); the message is sent exactly at the same time a condition is met.

Recurring messages – automatic messages to multiple recipients sent in repetitive cycles (like: every Monday in February at 8am or every 10th and 25th day of each month in 2012 at 12pm)


5) Are there any tools I can use to look at the content of emails, and getting a SpamAssassin score or seeing how any other filter will score a message?

 

There is a free tool we advise our clients to use to check SpamAssassin score. All one need to do is to send an email with a tested creative from the Unit to this email address: check-auth2@verifier.port25.com. It will not only check the SpamAssassin score, but will also verify if the message is properly authenticated with: SPF, SenderID, DK and DKIM. Apart from that our clients are advised to check each email creative with “Blacklist check” button in the editor of the message wizard. Our system scans the entire HTML code, derives all domains from URLs, but also from all redirected URLs and checks each domain against major blacklists, such as SpamHaus, SURBL and URIBL. We strongly discourage sending any creatives containing blacklisted domains or URLs that redirect to any blacklisted domains.


6) Do you provide image hosting?

 

We recommend hosting images on external FTP or HTTP servers. Providing that you don’t have your own server, we can create an FTP server for hosting images.


7) How can I insert an image from FTP to my creative ?

 

In case you need to store your images for mailings, our team can set up an FTP server for you. Next use a FTP client to transfer the files to your FTP server. URL for a file uploaded to the FTP will look like this:

http://img.YOUR_DOMAIN/DOMAIN_WITHOUT_EXTENSION/FILENAME

So in case of domain “sendingdomain.com” and a file “test.jpg” the URL should look like this:

http://img.sendingdomain.com/sendingdomain/test.jpg

This string needs to be inserted in the HTML code in the place where you want the image to be displayed. In the third step of the message wizard click “simple HTML editor”. In the popup window you will see an editor where you can adjust the HTML code and insert a string with image directory. When done, click update and go through next steps of the message wizard.


8) How to use system/custom field data in a creative?

 

System/custom fields are used to store additional data about subscribers (like first name, zip code, birth date etc.). To include value of a system/custom field in a certain part of your creative you need to use one of the personalization tags.

For example, if you need to insert subscribers’ first names in the content or subject line, you should use the following tag:

*[subscriber_firstname]*

After sending a message this placeholder will be automatically swapped with each of the subscribers’ first names according to the value of a proper system/custom field. You can find a list of available personalization tags in both: simple and visual HTML editors in a message wizard. Just select “Add personalization tag” and you will see all available tags in a new pop-up window.


9) What’s the difference between a message created as a newsletter and transactional?

 

Newsletter is a message sent to multiple recipients, whereas a transactional message is always sent to one particular recipient.

Newsletter can be sent instantly, or can be scheduled to be sent in the future. Transactional messages can only be triggered by an API request (see the API documentation for sending transactional messages here:
API Documentation

Transactional messages, as their name indicate, are ideal for sending non-commercial content, like post-purchase notifications.


10) What are the personalization tags / tokens?

 

Personalization tags are keywords assigned to certain pieces of information. They can be used within the message content, footer, header, subject line, from field name and reply-to name. When the message is sent, all personalization tags are replaced with the values they represent (subscribers’ system and custom fields, system links, lists and segments recipients belong to, delivery date, message and sender characteristics).

All the personalization tags can be found in the 3rd step of the message wizard in the “Simple HTML editor”, “Visual HTML editor” or in the “Plain Text editor” sections.

System fields:

*[subscriber_id]*

*[subscriber_email]*

*[subscriber_name]*

*[subscriber_firstname]*

*[subscriber_lastname]*

*[subscriber_vendor]*

*[subscriber_trackingcode]*

*[subscriber_geocountry]* -> based on geolocation of the signup IP

*[subscriber_geostate]* -> based on geolocation of the signup IP

*[subscriber_geocity]* -> based on geolocation of the signup IP

*[subscriber_geozipcode]* -> based on geolocation of the signup IP

Custom fields:

*[subscriber_attribute_xxx]* – where xxx stands for the name of the custom field

System links:

*[link_preferencecenter]*

*[link_unsubscribe]*

*[link_viewinbrowser]*

*[link_confirm]* – only in confirmation emails

Delivery date:

*[message_day]* – eg. 28

*[message_dayofweek]* – eg. Thursday

*[message_shortdate]* – eg. 11/28/2013

*[message_longdate]* – eg. November 28, 2013

*[message_month]* – eg. November

*[message_monthnumber]* – eg. 11

*[message_year]* – eg. 2013

List subscribers belong to:

*[list_name]*

*[list_friendly_name]*

*[list_id]*

Segment subscriber belongs to:

*[segment_name]*

*[segment_id]*

Message:

*[message_id]*

*[message_subject]*

Sender:

*[sender_fromemail]*

*[sender_fromname]*

*[sender_replytoemail]*

*[sender_replytoname]*

*[sender_id]* – ID of a Business Unit



11) Is there a way to capitalize the first letter of the first or last name in the message content?

 

Values of the system fields (like first and last name) often contain only capital or minuscule letters. If you want to personalize the message, but you’re reluctant to do so because of some names containing capital or minuscule letters only, you can use personalization tokens for this purpose.

For first names (instead of *[subscriber_firstname]*) please use:

*[subscriber_firstname_capitalized]*

For last names (instead of *[subscriber_lastname]*) please use:

*[subscriber_lastname_capitalized]*

So, if your list contains names such as “JOHN DOE” or “john doe”, by using the codes above they will be always displayed in the message content as: “John Doe”.


12) How can I use the Google Analytics integration?

 

All you need to do is to check the “Enable Google Analytics” at the bottom of the message editor and fill in the values of Google Analytics tags.

Google Analytics integration

Google Analytics integration

We automatically set the “Medium” parameter (not visible in the message editor) to Email.

Also, if you are using the “title” attributes for your URLs, then the “Content” Google Analytics tag would automatically be incremented with the title’s value, so you can easily distinguish particular links.

This is an example HTML code for URL with “title” attribute:

<a title=”Homepage link” href=”http://www.expertsender.com/”>

This URL’s “Content” Google Analytics tag would automatically be set with “Homepage link” value.

Wondering how you can set the “Campaign” and “Source” Google Analytics tags? Here are a few good practices: You can set the “Campaign” Google Analytics tag as a sending date of your message, so you would easily distinguish particular campaigns in your Google Analytics panel. Some customers include a part of the subject line right after the date. The “Source” tag on the other hand is usually set with a message type description, for example “blog post notification” or “newsletter”.


13) Why was my message sent faster, if I have set longer throttling for it?

 

There is a limit of minimum 3600 messages that can be sent per hour (at least 1 message per second). This means that if you set more strict throttling restriction, then your messages will still be sent at a minimum pace of 3600 messages per hour.


14) Is there any difference between *[message_shortdate]* personalization tag and ${MessageShortDate} dynamic content tag?

 

*[message_shortdate]* and ${MessageShortDate} included in the subject line or message content will be automatically replaced with the date the message is sent.

However, when *[message_shortdate]* is embedded in a link, it will be automatically swapped with the date when the link is clicked. In order to make sure a sending date is included in the URL you should use this dynamic content tag instead: ${MessageShortDate}


15) Can I reversibly encrypt email address in a message content?

 

Yes, you can reversibly encrypt an email address with ROT13 cipher (http://en.wikipedia.org/wiki/ROT13) by using the following personalization tag in a message editor: *[subscriber_email_base64_rot_77]*

“77” is only an example and it stands for the number of rotation steps. Once characters get ciphered, resulting string is encoded in base64. You can use any number from the range: 1-127


16) Why does mailto: link redirect to click masking domain?

 

By default mailto: links are masked with a click masking domain. Whenever mailto: link is clicked it opens a new tab or window in a default browser. In order to disable masking of mailto: links you need to go to Settings – Business Unit and check “Disable mailto: click tracking” in the “Other” tab.


17) Is there a way to strip personalization from the “View in browser” version of the message?

 

Yes, there is a predefined variable that can be used in Dynamic Content, that will allow achieving just that. The variable is called “IsViewInBrowser” and can be used with IF/ELSE conditions within the message body.

Example:

<if condition=”IsViewInBrowser”>
<div>This text will only appear when viewing content in browser after clicking on the “View in browser” link, instead of the text visible in an email client.</div>
</if>
<else>
<div>This text will only appear when viewing content in an email client.</div>
</else>

What are some practical usage scenarios?

When recipient wants to forward the message to a friend or share on social media, but the message includes some personal information that shouldn’t be shared. Like last 4 digits of his credit card, amount of accumulated loyalty points or a URL to an auto-login page with embedded hashtags for the username and password.

How to allow sharing the message, but without sharing the personal information? By creating an alternative de-personalized version visible only in a browser and allowing to share its URL with a friend or on social network instead.



18) Can I use Unicode symbols in the messages sent from ExpertSender?

 


Yes, our system should support the majority of them. Here are just few examples:
☼ ☂ ✖ ✔ ★ ☎ ✈ ❶ ✉ ♥

Feel free to use other icons but make sure to verify how they are rendered in the popular
email clients so your recipients are able to view them properly.



19) How does autoresponder (AR) with interval “0” work? Which subscribers are going to receive it and when?

 


By default AR with an interval set to “0” will be automatically sent to any subscriber the very moment he/she is added to the list of recipients of that message. In case an AR is set to be sent to a segment pulling from more than 1 list, then the subscription to any of these lists will trigger the AR “0”.

Adding subscribers to lists can also be achieved by using a bulk import. In case of large files it takes up to 10 minutes to process the imported file from the moment the import task is marked as completed. Be advised that if a new AR with interval “0” is created within 10 minutes of performing a bulk import it is likely to effect in sending this AR to these imported subscribers. If your intention is to make sure the imported subscribers shouldn’t receive AR “0”, please wait with creating the new AR for 10 minutes after the import is processed.

Subscribers



1) What are “unconfirmed” subscribers?

 

“Unconfirmed” link appears in Subscribers > Lists section only for the lists set up as “confirmed opt-in”. Adding subscribers to such lists means a confirmation email will be sent to them first. If subscriber clicks on the confirmation link he/she is then added to the list. All of the subscribers that won’t click the link are not added to the list.

However, if a client wishes to access these unconfirmed subscribers, they can click on the “unconfirmed” link in Subscribers > Lists to browse and/or export these email addresses, if needed.



2) I’m assuming some bounce types such as user unknowns are automatically blacklisted. Is this correct, and are there any other bounce types that are auto blacklisted?

 

Yes, all email addresses that bounce back as user unknown are automatically added to ExpertSender global blacklist. No other bounce types are added to the blacklist.


3) What do you suggest to clients for data hygiene?

 

First of all one should audit and strengthen their signup procedures. Subscription form should explicitly state what kind of emails will be sent and in what frequency. There always has to be a direct link to the privacy policy as well. Switching to confirmed opt-in is always an advantage, as this way no mistyped or spam trap email addresses can join the list. There are also services providing tools for live email verification at the point of subscription.

As for the legacy single opt-in lists we advise our clients to use list cleaning services, like ImpressionWise or SiftLogic. These companies provide both: simple matching against database of the “bad” email addresses as well as heuristic pattern recognition.


4) Is there a way to import files larger than 30MB?

 

Yes, simply store your files at an external server and then set the task in the “Scheduled tasks” section to automatically upload a file to the selected list. Remember that you need to provide a direct URI including the file name and its extension. If the server requires login credentials to access the file, you also need to provide them.


5) What is a delivery cap?

 

Delivery cap is a feature designed to avoid overwhelming subscribers with too many messages. It can be enabled in the “settings” of each list (“subscriber settings” tab) and is expressed by the number of hours that should pass between sending the first and the next message to each recipient on the list.

Example: If you set the delivery cap time to 24 hours, then each recipient from this list upon receiving a message will be suppressed from the next mailing for the next 24 hours. This is a handy tool if you perform multiple email campaigns the same day to multiple overlapping segments.


6) Can I use custom confirmation pages that subscribers see for confirmed opt-in lists, opting out and saving changes in preference center?

 

Yes. You can customize four different confirmation pages in each lists’ settings under the “General Settings” tab. They are respectively: subscription confirm URL (appearing after signing up to a confirmed opt-in list), subscription thank you URL (after subscribing to single opt-in lists or clicking on a confirmation link for confirmed opt-in lists), removal URL (after opting out from a list) and preferences change URL (after saving changes in preference center). Simply paste your custom URLs into the correct fields and click the “Save” button.

7) Is it possible to customize the confirmation emails for confirmed opt-in lists?

 

Yes. To edit the content of confirmation emails you need to go to the “Confirmation Email” tab in your double opt-in list settings.


8) How can I upload suppression lists via the FTP?

 

1) Create a suppression list (Subscribers > Suppression List > “Create new suppression list” button)

2) Upload your file to a FTP server (if you don’t have your own FTP server, please ask your account manager to set one up)

3) Use the Scheduled Tasks section to create a one-time or recurring import:

– enter the file’s full pathname (Uri:) and provide the login and password, if these are required to access the file on the server;

– choose the name of the task, and select the suppression list that you’ll be importing to;

– specify which column from the file contains email addresses to be imported;

– set the date range, specify exact days (days of the month and/or days of the week) within the date range and the hour when the import task should launch; when scheduling a one-time import, please set the date range for a specific day only


9) How does an address get added to the blacklist?

 

Email address is added to the Unit’s blacklist, if the subscriber issues a spam complaint or exceeds soft/hard bounce limit. It is also possible to add email address, domain or domain family to the blacklist manually. In case of user unknown bounces – these email addresses get added to the global blacklist instead. Blacklisted / globally blacklisted subscribers are suppressed on every send, and will never be mailed to nor be allowed to get re-added unless they get removed from the blacklist / global blacklist.


10) How can I set a default first name for subscribers?

 

You can set one default first name for all subscribers and a default first name for specific list.
In order to set a default first name for all subscribers go to Settings – Business Unit and click Subscribers tab. First name set in this tab will apply to all addresses with blank first name fields in all lists. It also has lower priority than list specific setting for default first name.
To set a default first name for one list only go to Subscribers – Lists and click Settings button next to the list you want to set default first name for. First name set in this tab will apply to all addresses with blank first name fields in this list only. It will be used regardless of unit’s default first name settings.


11) Am I able to add a subscriber to the list from which he/she already unsubscribed (e.g. by mistake)?

 

Yes, you can do that. Either create a new import to the list where you have to select the “Allow importing unsubscribes:” option (in the “Import settings” step) or use the “Add subscriber” API call which ignores the unsubscribe status of all email addresses.



12) What are the value ranges for different types of custom fields?

 

Number and Money custom field types accept values from -2 147 483 648 and 2 147 483 647 range. Text and URL types can have maximum length of 128 characters.

Segmentation


1) We are trying to move subscribers that have not opened any message in the past 3 months, into another list.

 

We don’t necessarily want to remove them. What is the easiest way to move subscribers from one list to another?

1. Create segment that picks only the subscribers who have not opened any message in the past 3 months.

Moving inactives to another list

Moving inactives to another list

2. Go to the drop down menu, choose “Export subscribers” and click OK.

Moving inactives to another list

Moving inactives to another list

3. Check the “Tasks” section on the top of the page, find the exported file and save it to disk.

4. Next delete these subscribers from that segment by selecting “Delete subscribers” from the drop down menu.

5. Finally, when deleting is finished, import the downloaded file to the new list.

Even though the email addresses were deleted from the source list, after the import their past behavioral data will still remain in the system.


2) I want to split list into few segments, for example: 10% of the list, 20%, 30% and 40%. What’s the best way to do it?

 

You can create 4 segments and specify their size limits corresponding to 10%, 20%, 30% or 40% size of the list for pulling random subscribers, however this way the segments will contain different recipients every time they are used.

If you want to have the same subscribers in each segment at all times, then here’s what you need to do:

a) first, in Subscribers > Custom fields create a new custom field that will group subscribers together – for example call it “SegmentID” and set its type to “number”

b) next, run a search with a with a size limit for pulling random subscribers (for example, if your list is 100.000 and you need to find only 10% of your list -> set the limit to 10.000)

c) use the “Set custom field” option below the search results and set the value of the “Segment ID” field to “1” to tag these subscribers as belonging to the “10%” group

Do not save this segment used to set custom fields as it will be pulling different set of 10.000 subscribers each time.

To define the “20%” group of subscribers that is not a part of the first group, you need to do the following:

a) create a search with a size limit for pulling random subscribers (for example 20% of your list)

b) add the field restriction “SegmentID” is not equal to “1” to skip the people defined previously

c) use the “Set custom field” option below the search results and set the “Segment ID” field to “2” to tag these subscribers as belonging to the “20%” segment

Do not save this segment used to set custom fields as it will be pulling different set of 20.000 subscribers each time.

When creating segments for “30%” and “40%” you need to follow the guidelines outlined for creating the “20%” segment, but remember to add corresponding field restrictions to eliminate the previously tagged subscribers: “SegmentID is not equal to 1″, “SegmentID is not equal to 2″, “SegmentID is not equal to X”, etc.

Finally, you need to create segments that will use the “SegmentID is equal to X” restriction:

For the “10%” group of subscribers you need to define a segment with a single restriction: “SegmentID equal to 1″. You can give it a name, like: “10% of my list”.

For the “20%” group of subscribers you need to define a segment with a single restriction: “Segment ID equal to 2″. Yet again – name it per your needs.

Continue creating segments for the remaining groups in a similar manner.


3) How can I create a negation of the restriction in segment definition?

 

Some restrictions are only available as affirmative statements, like: “email belongs to domain family”. In order to create a segment which excludes subscribers from a given domain family, you need to add operand “none” on top of the domain family restriction. Then, the logical meaning of the whole restriction is: “none of the emails belonging to a domain family”.


4) Why can segments pull a wrong selection of subscribers when using the operand with size limit?

 

The operand with size limit is treated like a subsegment. Meaning, all of the corresponding restrictions should be added directly below it to make the segment pull the proper selection of subscribers. The following screen shows an example, where the intention was to pull random 5000 active subscribers from @hotmail.com. Even though there were more than 5000 such subscribers present only 777 were found:

Segment size

Segment size

This is because the system first searched for random 5000 email addresses using @hotmail.com domain. Next it analyzed those 5000 email addresses and pulled the ones whose last activity date was processed in the last 7 days. So in this example every time the system could display a different selection of subscribers (spanning from 0 to 5000) because the last activity date restriction was not added directly to the operand with size limit.

Here is how this segment should have been built to always pull the intended 5000 subscribers that fulfilled both of the conditions at the same time:

Segment size

Segment size

It might look almost identical, but the difference is significant from the logical expression standpoint.

Conversions


1) How is the winning version of the split test selected, if the test was based on conversion, while no conversion was generated?

 

The winning version will be chosen based on the fallback mechanism: clicks, then opens, and finally – if all the statistics would be the same for all versions – randomly.


2) How is the winning version of the split test selected, if the test was based on the number of conversions, while the same number of conversions was generated by all the versions?

 

The winning version will be chosen based on the fallback mechanism: conversion value, then clicks, then opens, and finally – if all the statistics would be the same for all versions – randomly.


3) How is the winning version of the split test selected, if the test was based on the value of conversions, while the same value was generated by all the versions?

 

The winning version will be chosen based on the fallback mechanism: number of conversions, then clicks, then opens, and finally – if all the statistics would be the same for all versions – randomly.

Reports


1) What are the differences between opens / unique opens and clicks / unique clicks / clickers?

 

Opens – all registered opens (including repetitive ones by unique subscribers)
Unique opens – number of first opens by unique subscribers; if the same subscriber opens
the very same message more than once, only the first open will be processed as “unique”
Clicks – all registered clicks (including repetitive ones by unique subscribers)
Unique clicks – number of first clicks on any link by unique subscribers; if the same subscriber
clicks the very same link more than once, only the first click will be processed as “unique”
Clickers – the number of unique subscribers who clicked at least once on any link.


2) What’s the difference between “Added via UI”, “Added via API” and “Added via Web”?

 

Added via UI – added via user interface (for example via import)
Added via API – added via the API call
Added via Web – added via webform or by subscribing to a different list by using the preference
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3) I noticed you can disable open or click tracking, is there any practical application for this?

 

Clients can disable open or click tracking for a few reasons. One of them is when they are sending B2B communication that should look like a communication sent from a real rep (from name and
email of a real person, instead of generic ones). Such emails, even though they can include HTML, shouldn’t look like they’re being sent form an email platform. And including link masking for tracking clicks and pixels for open rate tracking would certainly mean the message was sent via an email platform, not a real rep.


4) How does the social media tracking work? Is this just tracking clicks on, say, a FB like button or Google +1 button in an email?

 

It can track: “Likes”, “Shares” and “Impressions”. Impression is a number of “views” certain “likes” and “shares” generated when they appeared on the wall/tweet stream after being “liked/shared” by sharer’s friends/followers.

So far we have a way to track likes/shares for FB, Twitter and Google Plus. Different social networks allow to track different set of data.


5) What is hard bounce?

 

Hard bounce is an email message that has been returned to the sender and is permanently undeliverable. In most of the cases it indicates that an address in invalid (user unknown bounce). Emails which return such non-delivery reports are globally blacklisted in our system. It prevents from re-importing such email addresses to any list of any of our client in the future. Minority of hard bounces (about 1%) indicate other reasons of permanent inability to receive emails (such as no or non-responding mail servers at a given domain).


6) How can I check what links in my messages have been clicked?

 

In message report section you will notice that the count under the “clicks” column is hyperlinked. Simply click on it to see the detailed click count for all URLs used in your message. Our system tracks clicks even for the same URLs used multiple times in the same message. If you apply “title” tags (like: “upper left logo”, “central image”) to the same links used in different parts of your message, you could easily differentiate them in the detailed click count section.


7) Why percentage values in Reports -> Summary section are not summing up to 100% ?

 

When you group your report by date you will see statistics for every day from a predefined time period. In the first column there is a number of messages sent on this particular day. On the right side of this value there is a percentage that represents the fraction of the maximum volume within a given time period to a volume for a particular day.

For example, if on 9/28 there were 100,000 messages sent and this is the highest number from the range, the percentage is 100%. If on 9/30 there were 55,000 messages sent it will show 55%.


8) What is Microsoft SNDS in Reports tab?

 

SNDS (Smart Network Data Services) is a tool designed by Outlook.com that helps to monitor the traffic to addresses in Outlook.com domain family. Apart from data about the volume sent, complaints and user unknown bounce rate, it also provides information that ISPs do not usually show to mailers – the spam trap hits. In ExpertSender you can sort this data by date and IP address.

RCPT commands – the number of messages intended to be sent

DATA commands – the number of actually transmitted messages

Complaint rate – this ratio expresses the amount of complaints received in relation to the total number of messages transmitted

Trap Hits – shows how many messages has been sent to spam trap accounts

User unknowns – shows how many messages has been sent to nonexistent email addresses



9) What does “System Rejected” status mean in an import report?

 

Every email address during the import process is checked against our Global Blacklist. It is a constantly updated database consisting of non-existing email addresses, spamtraps, honeypots and excessive complainers. In other words: email addresses (and even entire domains) posing a serious threat to sender reputation, if mailed to. ExpertSender automatically rejects such records during the import procedure. Apart from that you will see this status for every email address which cannot be added or updated due to a selected import method.


10) Why do I see different lists in the reporting even though I sent a message to a segment which selects the subscribers from one list only?

 

Such situation may happen if the segment uses a list restriction without a defined list in the top operand. Example:

Edit segment

Edit segment

In this case the segment will find the subscribers who belong to the “Test” list but simultaneously these subscribers may be present on the other lists too. In effect some of the subscribers can be pulled from the other lists instead of the “Test” list only.

To be absolutely sure that your segment will pull the subscribers from a specific list please use the top operand restriction as shown in the example below:

Edit segment

Edit segment

 

Miscellaneous


1) Is ExpertSender integrated with Rapleaf?

 

Yes, Business Units at ExpertSender can be integrated with clients’ Rapleaf accounts. If you have an account at Rapleaf and wish to integrate it with ExpertSender – you simply need to provide your account manager the API key provided by Rapleaf. Their service allows to append data such as: age, gender, location and many more based only on email addresses you have on file.


2) What are some of the most common mistakes that clients make when starting off?

 

The most common mistakes are:

a) sending infrequently – when utilizing dedicated IPs it’s extremely important to mail similar volumes each and every day; the reason for that is that ISPs do not like unpredictable email volume patterns from IPs they have never seen sending emails before; also, ISPs often measure complaint ratio in 24 hours intervals – so, if one day a client sends 100,000 emails the complaints are being issued not only on that day, but also the next day; if the next day a client sends only 1,000 messages, but simultaneously there are 100 complaints received from the message sent on the previous day, then the complaint ratio skyrockets in 24 hour interval up to 10%, which is 100 times more than the acceptable threshold (0.1%)

b) not using the throttling – throttling allows to slow down the delivery of the campaign; ISPs have certain limits of messages they accept per hour per IP and they are rather low for virgin IPs; by sending too many emails on fresh IPs without the throttling there is a high chance of getting rate limited, which means some of the messages get blocked

c) not including the unsubscribe links – legal systems in almost all countries (like CAN-SPAM Act in US) require email senders to provide an easy way to unsubscribe (usually by including the opt out link); at ExpertSender it’s possible not to include the footers and headers that usually contain these links; our clients are always advised to set at least personalized footers containing the opt out links

d) sending too much – for the same reason as with throttling our clients are advised not to start mailing very high volume; IPs need to get warmed up first by sending lower, high quality volume before increasing it in the future e) sending wrong creatives or to mistakenly imported lists – emails that do not live up to recipients’ expectations or lists containing wrong or just old email addresses often heavily influence not only the revenue, but also the deliverability


3) Do clients have separate logins for each unit they have set up?

 

One login can have access to more than one of the Business Units. We can set up as many logins, as the client wishes.


4) Can I use different click masking domains?

 

There is one default click masking domain set up for each Business Unit. You can find and edit it in Settings > Unit Settings > under “Default domains” tab. If, for any reason, you would like to use a different link masking domain for certain messages you send, then there is a way to customize it. We allow to modify the click masking domain for each list. You simply need to go to the list settings, then enter and save the new domain under the “Domain settings” tab. However, before implementing any changes to the click masking domains (either the default or custom one) please inform your account manager to double-check if the alternative domain is configured accordingly.