A critical part of any communication is ensuring the message gets delivered. Especially important messages such as class reminders or cancellations. If a client is not receiving your emails, here are 3 things you can do.
But first, we created a guide for your clients. You can point them here:
Activity Messenger tracks the status of individual email messages. This is the first thing to check. Open an email and look at the Status column.
Bounced, Complaint or Skipped
When an email is marked as Bounced, it means the email address was invalid. Most likely there was a typo.
When marked as Complaint, it means your client marked it as Spam. Maybe by accident. You can ask them to verify.
When an email is marked as Skipped, it means the address was on the Unsubscribes list. If it was an accident, you can find and remove your client from the Unsubscribes list.
If you sent a non-marketing message, check the communication type of the message and make sure you set the correct type. Recall that Activity Messenger manages 2 levels of unsubscribes: marketing vs non-marketing. This article explains how that works.
Delivered, Opened and Clicked
When an email is marked as Delivered, the email provider confirmed reception of the email and delivery to the client. Opened means they opened the email, and clicked means they clicked on a button or link in the email.
If the email is only marked as Sent, the email provider did not acknowledge reception. This is a gray zone. Some providers do not acknowledge reception so the email could have gotten delivered. If your client did not get the email, move on to Step 2.
2. Check the Spam Folder
Ask your client to look in their Spam or Junk folder. If the email is there, they can mark it as Not spam and move it to their Inbox. This will let the email provider know that email@example.com is a safe sender.
3. Add to the Safe Senders List
Some email providers may block emails from senders they don't recognize. In that case, your client will never receive the email at all!
Fortunately many email providers have Safe Senders list that will let your emails pass through. Ask your client to add the domain activitymessenger.com to their Safe Senders list.
For Hotmail and Outlook click on the settings menu (gear icon top right in the menu bar). Then go to Junk email and you'll see a Safe Senders list. Add activitymessenger.com to it.
For Bell or Sympatico click on the settings menu (gear icon top right in the menu bar). Then go to Security and Block senders and domains. Add activitymessenger.com to the allowed email addresses and domains list.
For other email providers, you can google their name with the keywords "safe senders" to find instructions.
Bonus: Sending From Your Own Domain
If you want full control, you can configure Activity Messenger to send emails from your domain instead of from firstname.lastname@example.org. You'll be managing your own email reputation that way.
Email providers will still apply the same rules to emails from your domain. Asking clients to add your domain to their Safe Senders list is still relevant.
Bonus: Send a Text Message
Finally, Activity Messenger also allows you to send SMS or text messages. You can be sure your client will receive the message that way.
If you still have trouble getting into your client's Inbox, please do reach out. We're here to help!
Martin & Olivier
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