About William_A

William_A · ‎09-02-2021

As an update, our team did come across this article from Digioh, which indicates that it may simply not be available for mobile at this time.

William_A · ‎09-02-2021

Hello @BethP521 , You may want to check and see if the form is turned off for mobile in its settings. Beyond that, I'd recommend contacting the developer of that app directly for further support and troubleshooting.

William_A · ‎09-02-2021

Hello @NEPAFCU , 1080x1080 and 1:1 images are recommended for Facebook ads. Yes, multiple geographic locations can be selected. Click here for a full rundown of creating a Facebook ad.

William_A · ‎09-01-2021

Not really since the algorithm adjusts for the frequency of your sends as well. "High engagement" can differ greatly between someone that sends 1 email a month versus someone that sends 1 or more emails a day, how many links are included in those emails, and a lot of other factors.

William_A · ‎09-01-2021

Hello @YanK60 , The algorithms used to determine engagement levels work on a number of elements, open rate being the starting point, and also incorporating elements like clicks, frequency of opens, etc.

William_A · ‎08-30-2021

Hello @LucasS687 , You can rename a list by clicking the three dots at the end of its cell, in the list overview. You can also rename it from within the list itself, by clicking the three dots in the top-right corner of the list next to Add Contacts. --- If you're referring to renaming actual automation campaigns, then you can edit the name of a campaign by clicking on it to enter its dashboard, then hovering over the name and selecting the pencil icon. To rename a step in the series, select the step's three dots, then select the edit option.

William_A · ‎08-25-2021

Hello @BarbaraL263 , While we can certainly assist with providing the universal and inline code, there's nothing I'm finding in our system for plugging such code into Domain.com, or if they disallow outside scripting (similar to Wordpress and GoDaddy). I did find this article in Domain's Knowledge Base, detailing how to setup form emails using coding and their own internal tool. You may wish to reach out to Domain's support directly to see if they have any additional insight they can offer on getting such forms setup, or if you'll need to look into ways to connect their API with ours. If you end up needing to construct your own forms to connect with our API, you may want to reach out to our Developer Community board, or connect to the Developer / Web Services team through their main site.

William_A · ‎08-25-2021

Hello @SPBCBA , If the contact did somehow receive a duplicate of the email, please call Deliverability and provide the contact's info and the name of the email so they can troubleshoot further. Additionally, please confirm with the contact that they don't have any other unique email addresses in your contacts / on the lists, including ones that might be setup to auto-forward the emails to their main one.

William_A · ‎08-25-2021

Hello @verite-amherst , Unless the contacts that are on both lists have to be separated very particularly for the campaign(s), then I'd say just remove all the contacts in one list from the other while preserving both original lists. To go about this: Copy List A by going into it, select-all the contacts > Actions > Add to list > Create list (I rec naming it something easily recognizable and generic like COPY LIST A)> Add Go into List B, select-all the contacts > Actions > Remove from list > select COPY LIST A > Remove Send the email for List A to COPY LIST A, and send the email for List B to it. If there are certain contacts in both lists that should only receive a specific one of the emails, then you can repeat the first bullet point mentioned above for both lists. From there you'll need to manually remove the applicable contact(s) from the COPY LIST A that absolutely shouldn't receive Email A and remove the contacts from COPY LIST B that shouldn't receive Email B.

William_A · ‎08-24-2021

Hello @MBeck , Those social media share links don't function until the email has been sent out live, similar to how View as Webpage doesn't work till then. This is because those links rely on the email having a unique URL generated for it upon sending for real.

William_A · ‎08-23-2021

Hello @MarkW77 , If you're using the cross-device / cross-platform editor (CPE) it's an option in the pop-up text formatting menu:

William_A · ‎08-23-2021

Hello @NAIRobert-Lynn1 , It sounds like you may be running into some connectivity issues when trying to access the site. Let’s start with some basic connectivity troubleshooting. Please keep in mind that when I say connectivity issues, I'm not necessarily referring to just your internet speed. There are a number of elements that can affect website connectivity and accessibility on an individual basis. If none of those alleviate the issues, please call our general support number so they can continue troubleshooting with you live. If possible, please have a screenshot of your speed test, including the More Info section, ready for the phone agent.

William_A · ‎08-21-2021

Hello @VVES , There's no way to add multiple links to an image within an email sent through us for a number of reasons. With that said, the most "direct" method would be to just link the PDF to the image, or simply provide the PDF link in another way in the email so those multiple links are viable.

William_A · ‎08-19-2021

Hello @karenm7786 , This is an issue we've seen occur sporadically when copying a 3ge email with a poll block already in it. Adding an entirely new poll block should help alleviate the issue. If and when there's an update to this issue, our engineers will make sure to notify you directly.

William_A · ‎08-19-2021

Hello @marketingd970 , What you're talking about is known as an anchor link, and something we do not support. This is because of their likelihood to result in spam filtering, as well as the fact that they don't function in mobile formats - thus further affecting deliverability to the majority of email programs.

William_A · ‎08-16-2021

Hello @RobinW2 , This seems to be a newer element of the CPE emails. With that in mind, I do agree that there seems to be a lot more potential negatives than positives to including the default footer coding in the webpage version of the email - especially the unsubscribe link default. I've attached the known service request to remove this element to your account, and submitted the case to the engineers with some of my own testing and info. If and when they have an update regarding this issue, they'll make sure to notify you directly. In the meantime, the easiest workaround would be to use templates that still utilize the 3ge. Otherwise you could also potentially download your email as a PDF, reupload it to the Library or elsewhere, then share that link to social media. I do recognize however, that both of those workarounds are particularly cumbersome - but they would avoid the potential privacy issue of the default coding.

William_A · ‎08-10-2021

That is correct. So in that regard, you may need to do a search for physical addresses in the contacts dashboard to see any "duplicates," and delete the outdated contact accordingly.

William_A · ‎08-10-2021

Hello @mitchelll121 , A unique contact is determined by their email address, so uploading the same email address but with different names or physical addresses, will force it to be updated each time. You may need to do some manual reconstruction of the CSV file outside of our system. I'd recommend having separate columns for Email Address 1, First Name 1, Last Name 1, Email Address 2, First Name 2, and Last Name 2. Then, when you upload the CSV file to your Contacts dashboard, you'll do an initial upload for the 1 fields, then a second upload for the 2 fields. On the page where you assign contact fields, simply exclude the 1 and 2 fields respective to which upload you're doing.

William_A · ‎08-10-2021

Hello @JoanR079 , Does uninstalling and reinstalling the app make it so you stay logged in longer? Otherwise, I'd recommend calling our general support so they can get you to the Tier 2 mobile app team for further troubleshooting and information collection.

William_A · ‎08-10-2021

Hello @juliettec0 , Here's how to format and manage the social media buttons to make sure they link to your pages. If you want them removed simply click on their bar in the editor, and click the trash icon in the pop-up menu.

William_A · ‎08-09-2021

Hello @JoeT2627 , Emails' bounce reports can be exported the same way other report list types are. This article goes over exporting an email's reports in general, you'd simply need to set the right parameter for which list is being viewed / exported.

William_A · ‎08-09-2021

Hello @CindyM125 , For direct assistance setting up SPF records and performing other authentication elements, I'd recommend speaking with the Deliverability team. You may also want to forward our article for safelisting the domains we use to your IT team.

William_A · ‎08-03-2021

Deliverability can have a lot of variables, from elements on our side, on your side, on the recipient's side, and in their email system company's side. It's also a generally good idea to set up additional authentication for your emails - whether that's through us if you have a free domain (e.g. Gmail, Yahoo, AOL, etc.) or via self-authentication if you have your own domain (such as through a business or other organization). If you'd like to learn more about safelisting, and what it entails: Safelisting domains in a security system Safelisting email addresses in an email client or security system If you're wanting more in-depth, specialized insight on your current deliverability, it'd be worth speaking with one of our Deliverability agents.

William_A · ‎08-03-2021

Hello @City_of_Gastonia , Could you please reply directly to the @ mention email with the names of the campaigns that won't download? Otherwise if you call in, our agents will be able to screenshare and see the issue as it's happening, to see if they can recreate it live with you.

William_A · ‎07-29-2021

Hello @SadieG3 , If you move the email from Promotions to your primary inbox, it should convince your email program to start recognizing it as such. Gmail may automatically sort emails with different send signatures, authentication, or other sending elements into Promotions, even if previous emails were moved over to the regular inbox. For more info on Gmail's Promotions tab Ultimately this is something that we aren't able to control as Gmail considers all emails sent through ESPs as Promotions by default. Therefore Gmail recipients must make changes in their own accounts to accommodate this function, whether that's by marking emails for delivery to the regular inbox, or by wholly removing the Promotions tab.

William_A · ‎07-29-2021

Hello @BuchnerManufacturing , After performing tests with our higher level technical team, your display issues appear to be related to an issue we've recently noticed with Outlook rendering buttons with large amounts of text. In your account you'll see a T2 copy where the text in the button has been slightly altered to avoid this Outlook-specific issue. Feel free to utilize that version of the email. Going forward, if you continue to see this issue, try reducing the text in any buttons you have in the email. If the issue occurs even with reduced text, you may also want to check your DPI settings, as we've seen similar issues in Outlook versions from zooms beyond 100%.

William_A · ‎07-29-2021

Hello @ErikI87 , You'd need to rebuild it in our system as a combination of image and text. Please keep in mind that it may look different in mobile due to how mobile email apps restructure emails by default.

William_A · ‎07-26-2021

Hello @JohnM91392 , It looks like you're running into a very recent glitch we've seen come up in Chrome. I was able to get the library window to populate properly in FireFox, so I'd recommend using that in the meantime to update your logo, otherwise Chrome should be fine for every other aspect. I didn't test any other browsers though, so you could potentially use a different one for the workaround if desired. If you had the issue come up in a browser other than Chrome, please let us know so we can update the issue report and your case. I've submitted your case to the engineers for further review, so when there's an update to the issue they'll notify you directly via email.

William_A · ‎07-20-2021

Fom Compliance reasons BCC isn't allowed for emails sent through us, all sendouts can only be treated as direct sends.

William_A · ‎07-20-2021

If you send an email through us to a distribution list, then that distribution list forwards the email to a group of people, we aren't able to control that since it's outside of our system. In that regard, you'd need to change how the dist list forwards emails on, in order to have the forwardees be BCC'd. Edit: If you're using a dist list as your sending address, then the forwardees may also be able to still "reply-all" to some degree, but ultimately this is something that'd depend on the receiving servers / email programs and how they're setup to function.

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