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Drip Email Troubleshooting

Use the following steps when troubleshooting email issues with Workflows(Drip Campaigns) or eBlasts.

Workflow Emails

  • If the email was sent from a Workflow, find that particular workflow from 'Workflows'.
  • Click subscriptions count to view active subscriptions.
    • Search for the lead for the email and click 'Emails'.
    • Find the particular email in question and click 'Details'. See Email Details below for more info.
  • Alternatively, you can click 'Emails' on the Workflow itself to see all emails sent from that workflow. This is useful if the lead is currently unsubscribed.
    • Search for the emails using the email address of the lead.
    • Find the particular email in question and click 'Details'. See Email Details below for more info.

EBlast Emails

  • If the email was sent from an eBlast, find that particular eBlast from 'eBlasts'.
  • Click 'Details' to view all emails sent from this eBlast.
  • Search for the emails using the email address of the lead.
  • Find the particular email in question and click 'Details'. See Email Details below for more info.

Email Details

From this page, you view the content of the email as well as 'Result' and 'Logs'.

'Result' is the more important section in this case as it explains whether the email arrived as expected and if not why. Important: At this point, we do not have any visibility into whether an email went into the SPAM folder. For more information, see 'Email Delivery Errors' below.

Check the email events under 'Log'. It should provide the email event action such as 'Delivered','Opened','Clicked','Bounced' etc. In the case of a 'Bounce', there should be an explanation for while the email was bounced. Additional you might find additional information under 'Source'

If the log doesn't explain the failure, See Email Delivery Errors below for more info.

Email Delivery Errors

"Did not send: Email address is invalid"

The email address for the lead is invalid. Specifically, our email provider does not allow emails with a dot before the @ sign (Exp. 'email.@domain.com')

"Did not send: Email address is known to be bad"

RealGeeks uses an outside service, BriteVerify, to check the status of all email addresses before we attempt to send an email. We send the email address to BriteVerify and in return get a status. The status is one of the following.

'Valid': The email has a valid account associated with it.

'Invalid': The email address is invalid.

'Accept All': Accept-All emails are when a server is set to receive all emails at a specific domain, meaning these domains accept any email you send to them at first. So it appears as if all of the emails are Valid at that domain, but the company actually has a firewall or another spam tool that may remove the email message or send a bounce message at a later time. Since it’s possible there will be some bounces from the Accept-All category, please consider the following before mailing:

'Unknown': The email address looks good but the associated domain is not responding.

We only email 'Valid' domains. In the case of this error, Realgeeks does not attempt to send the email so the 'Log' section will be empty.

More about BriteVerify status keys: http://docs.briteverify.com/status-key/

Where can I find this error?

This error shows up on the email 'Details' screen at the top under 'Result'.

What happens to active subscriptions in this case?

Any active subscriptions for that lead will be put on hiatus.

If the email is fixed at Lead Manager, what happens?

The email address may be changed for the lead. However, there is currently no way to mark the same email address as 'valid'. The only solution at the moment is to ask the lead for a different email address.

"Did not send: Email Address is unengaged"

In order to improve deliverability for our customers, RealGeeks will not continue to send emails to addresses that are not engaging. To engage with an email means to open or click a link in an email.

In the following cases, we mark it as unengaged and do not attempt to send the email. - If an email address has not engaged (opened or clicked a link) in the last 180 days - If lead was created by import and there has already been one email sent that has not been engaged - If lead was created without import and there has already been 11 emails sent that has not been engaged

Notice that the duration and number of times used above may change at any time.

Where can I find this error?

This error shows up on the email 'Details' screen at the top under 'Result'.

What happens to active subscriptions in this case?

Any active subscriptions for that lead will be put on hiatus using 'Unengaged: Too long since engagement' or 'Unengaged: Too Many Emails Not Opened'.

If a previous email is opened or clicked after put on hiatus for being unengaged, what happens?

If a previous email is opened or clicked after put on hiatus for being unengaged, the subscription hiatus should end. The step that was unable to send the email should send. Any missed emails from an eBlast *will not* attempt to resend.

In the case of this error, Realgeeks does not attempt to send the email so the 'Log' section may be empty.

"Did not send: Email Address flagged as incorrect."

On the Lead Manager details page, you can click the yellow triangle to mark a lead email as being incorrect.

Where can I find this error?

This error shows up on the email 'Details' screen at the top under 'Result'.

What happens to active subscriptions in this case?

Any active subscriptions for that lead will be put on hiatus.

If the email is fixed at Lead Manager, what happens?

If the email is fixed and the Yellow Triangle is clicked to mark as valid, the subscription hiatus should end. The step that was unable to send the email should send. Any missed emails from an eBlast *will not* attempt to resend.

In the case of this error, Realgeeks does not attempt to send the email so the 'Log' section may be empty.

"Bounced: <Bounce error>"

In this case, the email was sent to the final destination but was bounced. When this happens, we mark the lead email as bad and pause any active subscriptions for that lead. For more information about bounces, https://documentation.mailgun.com/en/latest/user_manual.html#tracking-bounces

Where can I find this error?

This error shows up on the email 'Details' screen at the top under 'Result'.

What happens to active subscriptions in this case?

Any active subscriptions for that lead will be put on hiatus.

If the email is fixed at Lead Manager, what happens?

The email address may be changed for the lead. However, there is currently no way to mark the same email address as 'valid'. The only solution at the moment is to ask the lead for a different email address.

"Did not send: Refused at Mailgun"

In this case, the email was sent to Mailgun but Mailgun immediately refused to send it. This could be because the email address was incorrectly formatted, invalid, or previously unsubscribed.

Where can I find this error?

This error shows up on the email 'Details' screen at the top under 'Result'.

What happens to active subscriptions in this case?

Any active subscriptions for that lead will be put on hiatus.

If the email is fixed at Lead Manager, what happens?

The email address may be changed for the lead. However, there is currently no way to mark the same email address as 'valid'. The only solution at the moment is to ask the lead for a different email address.

"Did not send: Email address uses a spam trap domain"

In this case, the email was not sent as the domain name on the address is known to be a spam trap. Spam traps are used by Internet Service Providers (ISPs) and blacklist providers to identify spammers so they can block emails from them. Stopping emails from going to spam trap domains keeps other emails from being bounced or being routed to spam folders.

Where can I find this error?

This error shows up on the email 'Details' screen at the top under 'Result'.

What happens to active subscriptions in this case?

Any active subscriptions for that lead will be put on hiatus.

If the email is fixed at Lead Manager, what happens?

The email address may be changed for the lead. However, there is currently no way to mark the same email address as 'valid'. The only solution at the moment is to ask the lead for a different email address.

drip_email_troubleshooting.txt · Last modified: 2018/08/29 01:18 by ben