These are the questions our clients most frequently ask. Following the question we'll provide the most common answer.
Q: How do I Import a Subscriber List?
A: There's a few different ways to upload Subscribers to Engage.
- You can import Subscribers to a List, which can then be attached to Campaign Sends.
- The second option is to import them directly into the subscriber database. While not necessary, you can attach them to list or Automated Campaigns . This would be useful if, for example, you have multiple newsletters in multiple lists and want to update them with a batch of new subscribers you generated.
- You can upload subscribers from the Engage web page UI, or set up an FTP import from the Data Transfer functions in Engage, to schedule imports from external FTP sources.
Q: How do I opt out a subscriber?
A: A subscriber is managed in the Subscribers tab:
To unsubscribe an individual subscriber, simply navigate to the Subscribers tab under the Lists & Subscribers menu, look up the subscriber, click "Edit", then "Edit Details" and use the drop down to opt them in or out of communication channels.
At this time, it is not possible to edit the preferences of multiple subscribers via the UI at the same time. This is because there are frequently multiple versions of a subscriber list, and all it takes is one subscriber to be accidentally opted-in after they unsubscribed to warrant a CAN-SPAM violation.
Q: How does a subscriber opt out?
A: A subscriber can opt themselves out of your communications through the Preference Center or an opt-out link on emails.
Standard Campaign emails can have "one click unsubscribe" links that opt out users from all Marketing emails, or from specific email Subscriptions. Automated Campaigns can include one-click opt out links to opt our subscribers from individual Campaigns.
Standard Campaigns can also include links to the Preference Center, where subscribers can modify their communication preferences and addresses.
Q: Why is my company not receiving your communications?
A: We find that our clients often have sophisticated firewalls to prevent mail from untrusted senders. Please see this article to learn how to whitelist Engage communications.
It's worth noting that this issue does not often affect the subscribers you're sending to. This is because most subscribers are using ISPs or email providers (e.g., Gmail, Yahoo!, AOL, etc.), which may use a completely different set of tools to filter mail.
Q: Why are the links in my emails going to a different web address? For example, my link should go to "www.google.com", but when I test the email the link looks like it goes to another URL for a moment before going to where I expect!
A: In order to track subscriber clicks, we need to redirect your link through our "middleman" tracking software. Our system is built so that once the subscriber visits the "middleman" link, they will be delivered to their destination without delay.
The process is completely automated, and we find that very few subscribers notice anything. This a very common practice in web advertising and is used by many of the industry leaders.
Q: Why are there so many bounces for my send?
A: Bounces are a natural part of the email feedback loop. Engage uses a sophisticated system that classifies bounces for you, and will even act upon certain bounces. This question can get very complicated very quickly if we were to break down individual reasons, but the biggest culprits are as follows:
- New list: We see time and time again that a new list can have an abnormal number of bounces during the first few sends. This is normal as a list needs to mature, shed some of the bad email addresses, and develop a consistent message so that both subscribers and the ISPs learn to trust your communications.
- Purchased list: By policy we do not allow purchased lists. The only caveat to this policy is that we do allow list appends, i.e., if you already have a subscriber's email, but use a third-party service to obtain their phone number, we will allow this to be added. This point will be discussed in length in a following Q&A.
- Cloudmark: Cloudmark is a third-party service that many ISPs (e.g., Comcast, Cox, Earthlink) utilize to do their reputation monitoring for them. If one ISP marks your email as spam, that reputation can be shared across the network to other ISPs, who can then block or bounce your email as well.