FAQ's
Below are some of our most frequently asked questions:
Q: Why hasn’t my schedule sent to the full segment count?
A: A breakdown of records that may have been filtered out can be seen on the Schedule Summary Screen under "Schedule Calculations". This includes Email Permitted, No Merge Data, Duplicates and Blacklisted. There are also other reasons the schedule recipient count could be lower than expected such as: Delivery Rules filtering customers out, records not containing the relevant data (E.g. Email Address/Mobile number).
Q: My Email schedule has Email Permit Override (EPO) applied but has filtered out X recipients for not having Email Permitted
A: The “Email Permitted” section of the Schedule Calculations also contains domains listed in the “INVALID DOMAINS” table, which is a collection of mis-spelt or deactivated domains (e.g., gnail.com hotnail.com). Therefore, you may still see some customers with invalid domains being filtered out of the schedule calculations even with EPO applied. Blacklisted customers will also be filtered out from all email sends, regardless of email permit status.
Q: Can agile or interactive content be re-used once set up?
A: Should you want to use this content as it was made/set-up, then it can be re-used by copying the code snippet into a new template. However, generally amends cannot be made to these advanced email features without involvement of the RedEye Client Services team to make edits and generate a new snippet.
Q: How do you find a schedule if only have the schedule name but don’t have the campaign name?
A: If the schedule has been sent, you can use the Reporting Suite to search the schedule name in the Campaign Data and Key Actions data source (worksheet). Include the 'Campaign' attribute and your schedule name in the search bar to see which campaign it belongs to.
RedEye users have a Reporting tab in their Admin panel which allows them to search through all campaigns and schedules by name, also showing the creatives and recipients attached to the schedule.
Q: How do you search for a creative name in Asset Manager?
A: Asset Manager currently does not support global searching across all folders, you can only filter in the current folder. If you need to find which folder a creative sits within, you can search the “HTML Creatives” section of the right-hand toolbar in Campaign Manager (Create Campaigns in the navigation) and find the folder path in there.
Q: What happens if my colleague is editing the same campaign at the same time as me?
A: When on the new version, you'll receive a prompt to let you know a colleague is in the same place - this feature isn't available on the old version. There's a chance you could overwrite one another's work so we'd always recommend only one person editing a particular campaign canvas at a time
Q: Can I track the volume in my segments over time?
A: This can be done using Segment Summaries. Once enabled, it allows you to create tiles in the Intelligence suite looking at this segment's volume over time.
Q: What is the difference between a notify and a reactive email?
A: A notify email schedule triggers when a notify tag on the website is fired to us. There is no segment/datafile on the schedule as it solely relies on data from that specific tag to send out.
Reactive emails are daily behaviourals that have been configured to send throughout the day based on your in-day processing intervals, rather than once a day. We use delivery rules to ensure customers only receive one of these reactive emails in a day but the schedule itself sends multiple times and picks up customers from a Reactive segment to target them near to when an action has been made. For example if your in-day processing is hourly, it allows us to send an abandon basket out to a customer within an hour after they triggered the basket tags on site and have not purchased.
Q: Is it possible to change a run-once campaign to re-occurring?
A: The type of campaign cannot be changed once created, so be sure to set up the right type of campaign from the beginning. SeeTypes of Campaign
Q: How can we merge in customer data to personalise emails and marketing comms?
A: Assuming that the data is captured and stored in the database, using the square brackets you can create merge fields that can be used in the body copy or even in your subject line. For example "Hello [[firstname]]"
Make sure to reference the correct parameter name as per your database, this can be checked via the 'Parameter Manager' section of the platform or chosen from the available options in the toolbar. You can also reference your Feed Spec Doc (FSD) or tagging brief containing information on what data is being processed.
Q: How can we merge in transactional data into our emails?
A: Custom Merges are required to merge in transactional data which are created by our technical team. To have some created, please reach out to your Account Manager detailing the piece of data you want displaying alongside a date parameter from the same feed that will be the date the transaction took place: e.g. Display "Product_Name" where "Order_Date" was 7 days ago
Q: How does a customer’s basket information get included into my email creative? Does it need to take a certain format or can this be customised
A: A basket snippet is required and this code needs to then be included in the email creative. The format is customisable and can we encourage to replicate the online basket view so that the user experience is consistent and relevant. This could also be as simple as a banner at the top of the email showing how many items a customer has in their basket. Speak to your Account Manager for more information on getting this set up.
Q: When merging in customer first name, how do I get round the formatting issues when a first name is not present against a customer record?
A: Reach out to your account management team who can then create a custom merge that you can use in the subject line and/or body copy of your comms.
The custom merge is set up so that if there is not a first name present it removes the comma and will capitalise the first letter of the next word e.g. ‘[[firstname]], check out the latest offer’ will appear as ‘Check out the latest offer’.
Q: What's the recommended strategy for sending to our Green, Amber and Red engagement segments?
A: A popular strategy amongst our Retail clients is:
Green: Every send, recommended 4 times a week
Amber: Once a fortnight
Red: Once a month
This strategy can vary per industry based on your customer lifecycles. It's recommended to speak with your Account Manager to see what would work best for your data.
Can't find what you're looking for?
Contact your Account Manager for any further questions.
