3. Best Practices
Why can't I seem to edit my processed campaign?
Answer: Once a campaign has been processed by our system, it can no longer be edited. It can only be paused, resumed or deleted. The reason is that it takes a decent amount of time to import a SugarCRM Target List(s), process the list(s) against opt-outs, invalid addresses, suppression list and removing duplicates. If you were to make a change to the Target List, for example, then that entire process would have to be started again - which could potentially delay your campaign an hour or more (depending on the Target List size).
Always be sure to test, test, test and test again before you schedule your campaign. You'll only be able to make changes up until 15 minutes prior to the scheduled deployment. After that, you'll only be able to Pause the campaign, Resume the campaign (if it was paused) and Cancel/Delete the campaign.
Can I sync a previously sent campaign with SugarCRM?
Answer: This is a fairly common question and the answer is unfortunately, no. If you create and deploy a campaign via inBOX25, but do not select it as a SugarCRM campaign in Step 1 or assign a SugarCRM Target List(s) in Step 3.3, then there will be no synchronization between inBOX25 and SugarCRM. We will also not have the Target data necessary to create a SugarCRM Campaign and Campaign List, so synchronizing the reporting between the applications after the fact is not possible.
If you would like synchronization of a Campaign's activity and your Targets activity, you will need to specify that your inBOX25 campaign is also a new SugarCRM campaign on Step 1 and then assign only Target List(s) on Step 3.3.
Why am I not getting my own proof messages?
Answer: Why is it that sometimes you send a test message from the application to yourself or other team members in your company, and it doesn't arrive? Well, most of the time the email does arrive, but is filtered into a junk folder, or just takes a few minutes.
Sometimes though, it just never seems to get there. It can be incredibly frustrating, and worrying because you may think your own customers won't get your emails either. The system is sending them out - where are they going?
The problem occurs when you are sending an email from the system to yourself, but defining the 'from' address to be the same domain as the 'to' address. So from email@example.com to firstname.lastname@example.org for example. Some mail servers have built in brains that try to stop spam by checking for emails that claim to have been sent from the same domain as they are being sent to.
The mail server might say:
This email for Jane says it is from John, but I (the mail server) didn't send any emails for Jane, so this must be spam.
How do I make sure my test emails get through?
To prevent this problem, you just need to get your mail server administrator to specifically let emails from the email tool come through. Sometimes this is called 'whitelisting'. They will need to know the IP Address that our messages are sent from:
IP Block: 22.214.171.124/26
Another helpful hint, since sometimes it's your server's spam filter getting in the way, is to not only check your spam folders but also try adjusting the blocks of text to see if any particular paragraph or set of words is causing the filter to be tripped.
Then you will be able to receive your test emails and make sure everything is perfect before sending out your campaign, always a good idea.
HTML, Plain-text or Multipart?
Answer: Every email you send should have a plain text alternative available for your readers to use. It is quick and easy to do, but easily overlooked. Here are the most common questions about creating and editing plain text emails.
Why should I spend time on a plain text version?
Answer: Some people just don’t like HTML in their emails. They might be using older systems, or their system is locked down and they just can’t view HTML. Other people prefer plain text for accessibility reasons, or to make their email system run faster.
You should provide a plain text alternative to every email, so that the reader’s own email server or program can choose which version to display, giving control to your reader instead of yourself.
How do I edit the plain text version?
Answer: If you choose to create a campaign that is text only, then it is easy - you type into the text box that will come up after you've setup the campaign. If you've selected to send HTML and plain text, you will be shown the same text box after you have imported your HTML content during the campaign creation process.
For campaigns based on a template, the process is a little different. After using the WYSIWYG editor to add all your text content, you'll see the campaign snapshot. Under the 'Content' header will be HTML and Text lines. Click 'Edit' next to the text label to jump into the text editing page.
How do I resend a campaign to new subscribers?
Answer: You can easily re-use a campaign you have already sent out to a subscriber list via the 'edit and resend'
function. You'll find 'edit and resend' in the sub-navigation under the 'Campaign Manager'
tab in your account.
Once you click 'edit and resend' you will see a list of all your previously sent campaigns, with an Edit link for each one. Click that for the campaign you want to resend.
The campaign is then duplicated for you, and the copy is placed into your drafts, where you can make changes to it before sending it to any of your subscriber lists. Don't worry, this won't affect the campaign you already sent or the reports for that campaign in any way. It is just a quick way to recreate a campaign instead of having to start a new one.
What happens when I import a campaign from the internet?
Answer: By uploading your campaign to a server connected to the Internet, you can import your campaign content into your account with the click of a button.
Simply copy and paste the address of your campaign into the text box provided and click the "Import HTML" button, as illustrated below:
We recommend using the "inline CSS" option as it greatly improves rendering in Gmail and Outlook 2007.
We will then grab the HTML and all related files, such as images and Flash files from your server and copy it to a new location on our server.
Your HTML code will also be modified to correctly reference the campaign files that have been copied to our server and your HTML will be scanned to ensure the campaign doesn't include any code that may limit the effectiveness of your campaign.
How do I import a campaign from my own computer?
Answer: We provide two different methods for importing the content for your campaigns. The first is by importing your campaign from the Internet
and the second is by importing the campaign from your own computer
Importing the campaign content from your own computer or network requires an HTML or HTM file to be supplied.
Start by selecting your content-type for your message on Step 2.1 of our Campaign Wizard. We recommend a multipart message as it provides both text and rich-HTML versions for viewing.
Then select the method to create or import your message:SugarCRM
Import existing HTML templates from your SugarCRM instanceInternet URL
Provide us the hosted location of your email campaign message and we'll extract it in fullTemplates
Select one of our flexible template layouts and build your email message using our editor.My Library
Select an existing HTML message that has been previously sent or imported to your Creative Library.Hard Drive
Import an HTML document from your local hard disk drive.
If you're uploading a .HTML or .HTM file from your own computer, you'll need to make sure that your images are all be referenced from an absolute URL. Meaning, a specific domain location on the internet where your images will be loaded from.
<img src="Localhost:@/campaign/aug09/images/image.gif" border="0" alt="0">
Can I add a logo or change the font in the plain text version?
Answer: No, sorry. The nature of plain text is that it is purely text, no formatting or images at all. You just type in your text, and that's it. There is no reason you can't do a very simple HTML email that only contains text, or just text and a logo, but you still need a true plain text alternative in place.
How do I make my URLs into links in the plain text?
Answer: It isn't something you can do, sorry. Links are part of the HTML markup, and plain text doesn't have any HTML in it. However, many email clients will automatically detect URLs in plain text and make them clickable. Keep in mind that there is no tracking of plain text link clicks, so they won't show up in your reports.
How do I add an unsubscribe link to my plain text version?
Just like an HTML campaign, we'll handle inserting the instant unsubscribe link. You can still control the sentence/text that appears before the link. For Example:
If you are no longer interested, you can unsubscribe instantly here: [unsubscribe]
How do I add an unsubscribe link to my emails?
Answer: Allowing your recipients to unsubscribe from your campaign with a single-click is best practice and we automatically handle adding an unsubscribe link to every single email you send.
Customize your Unsubscribe options
We provide you with several options to customize your subscribers entire unsubscribe experience. Obviously we never like to see our subscribers go, but it should be a simple and straightforward process, should they decide to unsubscribe.
These options can be found under: Campaign Settings > Unsubscribe Options
Customize your unsubscribe link text
You can customize the unsubscribe link text that appears at the bottom of every email.
Default Unsubscribe Text:
If you do not want to receive anymore emails from us, please click the following link [unsubscribe].
Customize your unsubscribe confirmation page
You can also customize the confirmation page that your subscribers see when their unsubscribe request is completed. Simply enter the location of your desired confirmation page and we'll take care of redirecting your subscriber after our system processes their removal request.
Do you have multiple brands and lists? No problem, you can also have multiple confirmation pages. Just enter your confirmation page URL under the option form above and then when you create your campaign, simply select which unsubscribe confirmation page you wish to display during Step 1 of the campaign creation process.
If I send to multiple lists and a subscriber exists on, will they receive the email twice?
Answer: No. We automatically take care of this issue. We realize that it could be very likely that your subscribers might be interested in subscribing to more than one of your lists and because of this, when you send one campaign that targets multiple Subscriber Lists, we automatically prevent delivery duplication for that campaign.
If the recipient (who appears across more than one list you are sending to) unsubscribes, they will be removed from each list you sent to that they appear in.
If you were to send to each Subscriber List separately, we are unable to determine that there are duplicates. Subscribers in more than one of these Subscriber Lists would get multiple campaigns in their inbox.
The only exception to this is for Pro Marketers sending to multiple CRM lists (with the record having the same email address located in both of them). This is also true for Pro Marketers sending to a CRM List and a Marketing List with the same record. These are essentially treated as 2 separate records in these cases.
How do I make an email address a hyperlink?
Answer: It's simple to turn a text-based email address into an active hyperlink. Although its important to note that this will only activate the end-users default email client (to create a new email) and we cannot track it as a normal click-thru action.
1. From the Template Editor
Select the create hyperlink icon and from the 'Link Type' drop-menu, choose email:
2. From the HTML WYSIWYG Editor
Select the create hyperlink icon and from the 'type' drop-menu, choose email:
Can I add images or hyperlinks to a plain-text email?
Answer: No, it isn't possible in the plain text version to have anything except plain old text characters. That means you can't make links active, or make your text bold or include a logo.
That's because plain text is a format that is the common denominator for even the oldest email clients, and it doesn't have any markup capabilities at all.
However, many modern email clients will detect URLs in plain text and automatically make them links for your subscribers to click on.
If your email is just text with a couple of links and a logo, you could create a very simple HTML version that formats your fonts for you, and lets you add an image and a link or two but still looks like a text document. You'd still need to include a real plain text version without any of that markup though, for people who can't view the HTML.
How can I add a forward to a friend link?
Answer: A forward to a friend link encourages your recipients to pass your campaign around to other friends and colleagues.
When a recipient clicks your forward to a friend link, they are taken to a simple page (pictured below) where they can specify the names and email addresses of up to 5 friends at a time to send your campaign to. This page can be optionally branded with your own logo.
The best part is, you can track who is forwarding your campaign and how many people they are forwarding to from your campaign reports.
How do I add it to my campaign?
Answer: Adding a forward to a friend link is as simple as clicking a checkbox and customizing text. You'll find this option under Step 1 during the campaign creation process.
How do I measure these forwards?
Answer: If you send a campaign with a forward to a friend link, a Forward to a Friend Activity Report is available in your campaign reports. This report lists all the recipients that forwarded your email, as well as how many people they forwarded it to.
My campaign is taking a while to send, should I resend it?
Answer: Definitely not! Your campaign might have been added to our delivery queue right after a number of larger campaigns and it may have to wait for those campaigns to be delivered first. Head into the Reports section of your account and if your campaign is still listed as Sending, then it is currently be deployed.
While your campaign is sending you can see the exact number that have been sent and review the reports in real-time as they happen. If you re-send the campaign while the current one is sending, your recipients will receive 2 copies of your email.
We're constantly evaluating our delivery server queues and add new mail servers to our cluster from time to time to ensure we get your campaigns sent as quickly as possible.
Why should I test my emails?
Answer: When you are creating your email campaign, you'll see it in a browser preview. Once you send it out though, that same email will be viewed in any number of different ways.
Desktop email applications like Outlook or Apple Mail, web based email like Gmail and Hotmail and increasingly on mobile phones and devices like the iPad.
Your email could look quite different in an email client than it does in a browser, and display differently in Outlook than it does in Gmail. To further complicate things, some web based email programs actually work differently depending on the browser you access them through.
The kinds of differences you might see include padding and margin changes, spacing between elements, background images not showing up, CSS being ignored and much more.
So it is important that you check to make sure your email is readable and appealing on as many email clients as you can. That's not to say it should look identical, but it should be usable.
How can I test my emails?
Answer: The very minimum you should do is make use of the built in 'send a test email' function to view the email in your own email program.
You can access this when setting up an email campaign. After you've selected the recipient list for the campaign, you'll reach Step 4.1 - Test your campaign.
This is perfect for quickly checking your campaign in the email programs you have available. Setup a free Gmail and Yahoo! account, for example, and use those. The last 5 addresses you tested with will be remembered for next time.
How can I avoid looking like a Phisher?
Answer: In a promising move, some email clients are building phishing detection right into the software itself. Phishing basically refers to an email that fraudulently tries to get information off someone by pretending to be someone else. I'm sure that like me, most of you have received a few PayPal phishing scams in your time.
Both Mozilla Thunderbird and AOL 9.0 now feature phishing scam detection that will impact on how you design your email creative. To determine if an email may be a phishing scam, the email client looks for a link in your HTML campaign where the display text is a URL. If the displayed link is different from the actual URL, the user is alerted.
Remember, we change every link in your HTML campaigns so we can track link clicks for you. This means that even when you have a link like:
We'll change that to something like:
This change will mean that your email may get flagged as a phishing scam.
To ensure you never look like a phisher, avoid using a URL as the display text for a link in any HTML emails. Instead, try and use a word or phrase which describes the link itself. Such as:
<a href="http://www.yoursite.com">Visit our website</a>
Even though we'll change that to something like:
<a href="http://app.inboxmailgate.com/clicks.php?coid=1333740&cid=1813&url=39341">Visit our website</a>
You won't ever be identified as a potential phishing scammer.