Note: ESP = Email Service Provider
Q: Why do I get the Bounces/Blocks from the ESP level?
Explanation:
It occurs when ESP has blocked the customer's email due to either a long-term inability to deliver (multiple soft bounces) or an inability to deliver with a reason that implies a long-term failure to deliver in the future.
Debug:
Check the message attribute of campaign events with soft or hard bounces that precede the suppression and invalidation of the customer.
Solution:
- Ensure that the customer's email address is valid.
- Allowlist the customer's email on the ESP level. If Bloomreach is managing your ESP integration, contact your CSM, who will reach out to our emailing team to resolve this issue.
For more information on bounce management, refer to the article on Email Tracking and Bounce Management.
Q: Why do I get "Enqueue_failed"?
Explanation:
It may occur if your communication contains content that can't be rendered successfully due to given circumstances, such as the absence of data that you are trying to work with using Jinja.
Therefore, the communication isn't sent, and the corresponding campaign event with "enqueue_failed" status is recorded under the impacted customer profile.
Debug:
You can preview the message attribute of the campaign events with 'enqueue_failed' for the impacted customer base or campaign to determine the reason behind the failure to send a given communication.
Solution:
To solve this issue, ensure that all edge cases are handled correctly and that the provided content behaves as expected for any potential input that can be rendered with it. For example, ensure that no data is missing for any object you are referencing, such as an event property or a customer attribute.
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A missing email property in a customer profile does not generate enqueue_failed events; the same applies to phones, for example.
Q: Why are my emails filtered between the ESP and the recipient's mailbox?
Explanation:
If Mailgun has confirmed the delivery of the email, the issue is most likely in the email application of the customer.
Solution:
To debug and resolve this issue, check the spam/filtering settings to ensure the application can connect to the recipient's email server.
Recommendation:
- Global filters and blocklists (project-level setup).
- The email list hygiene filter enables project-level filtering of customers who should not receive any email campaigns, allowing for the management of the subscribers' list health.
il apps. Additionally, it provides an overview of custom font support for the most popular email clients.
Q: How do I place an uneven number of columns in a row in the Email Visual Builder?
Explanation:
As an end-user, you may find yourself in a position where you would like to place an odd number of columns in the column layout in the Visual Builder. However, it isn't always easy to get an odd number of columns to measure to be the same width each.
Our visual builder uses a 12-column layout, as it's popular amongst responsive layout systems like Bootstrap, because it has many divisors.
Solution:
The answer to the challenge usually lies in ensuring that everything renders correctly on all devices. While it might seem like a standard request to have five columns with event width, it actually poses a rendering challenge.
If we went with a 10-column layout, you could make five even columns, but not 3, 4, or 6. This is what we mean by the 12-column layout having lots of divisors (2, 3, 4, and 6 can be supported, but unfortunately, five gets left out).
On that note, it's possible to achieve a 5-column, same-size "feeling" by toying with a 2-3-2-3-2 layout (or other ways to balance the "3" columns) and smart padding/sizing of the content. It's tricky, doesn't apply to everything, and might not be pixel-perfect, but it could work as a workaround.
You could also apply custom HTML in the Visual Builder template (specifically using the HTML content button), using which they can add a table with a specific number of columns and a set size for each column.
Q: How can you identify all customers who have opened an email using a Gmail client?
Solution:
The easiest way to check which customers opened an email in the Gmail email client is to create a report that checks for opened events and the user-agent value associated with those events.
If the email was opened in Gmail, "GoogleImageProxy" will be included in the user-agent property value in the opened email campaign event. You can also create a segmentation to define those customers if you would like to target only customers who are opening emails in Gmail specifically.
The customer filter for this use case can look like the following example:
You can use this filter anywhere on the platform to filter out customers who open emails in Gmail, or choose the "not matching" filter to exclude these customers.
Note:
You can always segment customers based on the email domain, but customers sometimes can have a custom domain instead of the @gmail.com domain, so the domain filter will not be the ideal solution. Using the user-agent is, in this case, a more precise solution for targeting customers using Gmail email clients.
Q: Why are the campaign click events tracked multiple times?
Explanation:
Sometimes, you may check a customer profile and see there are two or more click events tracked on a campaign almost simultaneously, but you know there was only one click.
Solution:
Most of the time, this behavior is associated with bot activity. VPN, firewall, and corporate network can all create a click event if they have a bot that is checking the safety of the links you are accessing.
To find out more about the duplicated clicks, you can copy the value of an IP attribute tracked inside the click event and look it up in an external IP address checker. This way, you can see which one of the clicks was tracked from the user activity, and which one was not.
Additionally, to prevent tracking of click events from bots, consider enabling Automatic Bot Detection in your Project settings. For more information, refer to the documentation.