5 frequently asked questions from our clients

We recently updated the WhatCounts learning center with an FAQ based off questions our technical account managers are fielding the most. With it, we hope we’re able to answer your questions and solve any problems you may have. At WhatCounts, we work hard to make sure you have the best user experience.

Please make sure to read the FAQ in full here, but here’s a few questions we wanted to pull out and share:

1. How can I make sure my content is correct when publishing?

Need to double check that email before sending? The learning center will take you through our workflow feature which lets you see that email one last time before it goes out. The feature is enabled on the Advanced tab of a List.

Workflow feature as seen in the platform.
Workflow feature as seen in the platform.

Check the “Approval is required before sending” box, then enter one or more email addresses separated by a comma. Before deploying the Campaign, an email will be sent to each of the addresses with “Approve,” “Cancel,” and “Resend” links. This lets members of the workflow group view the message in their inbox and approve it when they’re confident it’s ready to go out. Although the message can be sent to more than one address, only one click is needed to “Approve,” “Cancel,” or “Resend” the message. If content needs to be changed, make those edits and then click “Resend” to generate another workflow message.

2. There’s a problem with our campaign. How do I stop it from going out?

The learning center will show you how to cancel any publishing task, so you can save yourself from having a panic attack if something goes wrong. Take note, however, that publishing happens very quickly, and some (or all) messages may be sent before you’re able to delete the task.

Additionally, template content is pulled once at the beginning of your campaign. If you pause, make changes to a template, and then unpause, your template changes will not be reflected in subsequent messages. Be sure to pause your campaign, then contact Support for assistance.

3. How does open and click tracking work?

Open and click tracking are enabled by default for all campaigns. To allow for open tracking, at publishing time a special 1×1 pixel image is inserted at the bottom of your HTML content. As long as images are displayed by either the email client or your subscriber, an open will be recorded.

However, opens are not tracked in Plain Text because images are not supported. To allow for click-through tracking, the URLs in your content are replaced with special tracking links in both Plain Text and HTML content. This allows the system to track the number of times each link in your email is clicked. Each click goes to the our servers where the information is recorded. Users are then redirected to the URL defined in your content. This process is invisible to users.

4. Why am I receiving bounces after sending a campaign?

If your email address is in any of the addressing fields in your list (From, Reply-To, or Bounce) you may receive bounces for subscribers after a campaign has been deployed.

While receiving ISPs and mail servers typically send to the bounce address, the other addressing fields can also be used. To prevent a personal or important mailbox from being flooded with replies, use the WhatCounts supplied Bounce Address, in the Reply-To and Bounce Address fields of your list(s), and do not use a personal email address as the From Address.

5. How can I pull overview and detailed Subscriber level reporting?

The Event Wizard allows you to generate a report of Subscribers who engaged in your campaign(s). The results file contains a list of subscribers’ email addresses with tracking events for the selected campaign(s).  You can select which tracking events to include, as well as any related subscriber or custom data. The Campaign Report Wizard allows you to generate an overview report showing campaign statistics like Open and Click-Through Rates from one or more campaigns. This report includes only overview statistics, rather than information about particular subscriber’ actions.

reportblog

Both of these reports are available under Reports > Generate Report, and reports can be generated for one or more campaigns. These reports can also be scheduled to run at regular intervals using the calendar available under the tasks menu.

We hope our new FAQ gives you the answers you’re looking for. Additionally, please become familiar with our Learning Center, as it may hold the answer to any other questions not covered in the FAQ.

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