FAQ: How do I Reactivate Campaign Members? | Predictive Response

FAQ: How do I Reactivate Campaign Members?

There are multiple reasons why your lead and/or contact cannot be sent emails. The top 3 reasons that indicate no emails can be sent are:

  1. The lead/contact opted out of all emails from your organization
  2. The lead/contact’s email address bounced
  3. Reason field displays as “Missing Email Address”

Opt Outs

If a lead or contact has globally opted out of all campaign emails, you cannot send them additional emails, unless they contact you and asked to be reverted to active status. If that occurs, complete these steps:

  • Open the lead or contact record in Salesforce
  • Click the Opt In button
  • OptInOutbutton

Clicking the Opt In button will update both Salesforce ( Email Opt Out check box) and Predictive AM. If:

  • The lead/contact is in any active campaigns, they will receive the current active email (if not already sent).
  • The lead/contact is added to new campaigns, they will receive the campaign emails for that campaign.

Information: If the button is not available, and you cannot add it to the lead/contact page layout, contact your Salesforce administrator.

 Important: Be very sure that the member has provided permission to be opted back into your communications, as doing so without permission can result in the posting of an abuse report against your organization. If you start receiving multiple abuse reports, your sender email addresses may be blocked by one or more of the receiving email servers and your communications will not be delivered to any campaign members using the same email server – not just the abuse reporter.

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Bounces

There are many reasons why a lead or contact email bounces. Some of those reasons are:

Non-existent email address

  • The email address could have a typo – such as yahooo.com or mjohnsen instead of mjohnson.
  • If the email address was for a work location, the lead or contact may have left the company, or the company may have changed their domain.
  • If the email address was personal, the lead or contact may be using a different Internet provider.

You may be able to fix some of these emails your self. Run our Bounced report (located in the Predictive AM campaign member reports in Salesforce) and review for obvious errors.

You may have to contact the lead/contact to confirm their email address – or use our Reactivate process to do so – click here.

Undeliverable email

At times, the receiving email server may be temporarily unavailable or under maintenance.

Note: Predictive sends emails 3 times before marking them as bounced which may help with this type of issue.

Mailbox Full

If the lead or contact has too many emails in their inbox – maybe because they have been on vacation, this can cause your emails to bounce. Or possibly the lead or contact is no longer using the email address and is not checking those emails.

You may have to contact the lead/contact to confirm their email address – or use our Reactivate process to do so – click here.

Blocked email

At times, the receiving email server may block the incoming email. It may consider the email as a spam email for example. Using the Predictive Insight test can help you find out if you are using a subject line or words in the email body that is causing this to occur.

Review these pages available in this user guide for more information

Reactivating Campaign Members

One campaign member at a time

  • Open the campaign in Salesforce
  • Click on the ‘Advanced Setup’ button at the top of the campaign page
  • Click Edit
  • At bottom of list, click Add More
  • Add UnBounce and Save
  • Scroll down to the Campaign Members section
  • Click Go To List to view entire list of members
  • Click check box in Action column
  • Click Update Status button
  • Select UnBounce from the drop-down list
  • Confirm status change
  • Click the synchronize button located on the Campaign Members section on the campaign page
  • Your member (s) will receive the next active email in the campaign

Confirmation Campaign

Creating a campaign with all of your members with bounced email addresses is a fast easy way to find out if any of their emails were temporarily or permanently out of commission.

  1. Create a new campaign and call it the Unbounce campaign (this can be re-used as needed).
  2. On the campaign page, click the Advanced Setup button.
  3. Click the Edit button and Add More.
  4. Enter UnBounce in the field, click Save when done.
  5. Run the Bounced report found in Salesforce reports, Predictive Campaign Member Reports folder.
  6. Click the Add to Campaign button and add the members to your Unbounce campaign with a status of UnBounce.
  7. Synchronize with Predictive.
  8. Confirm that members are showing as active in both Predictive and Salesforce.
  9. When these members are added to a new campaign, they will be active and able to receive emails

 Best Practice: You can also use this campaign as a verification campaign. Create an email that includes content such as:

Hello {{$first_name}},

We are confirming that we are using your preferred email address for our organization’s communication. If you wish to change the email address we are using, please click here to send us an email with your request.
Thank you for updating your preferences.

Link the word “here” to the email address being used to collect the information.

 Important: Using this optional step may result in a high bounce rate for the campaign. If you are using the SES email platform, this can result in a probation warning email from Amazon. We advise that if you wish to use this option, send an email to support@predictiveresponse.com so that we can assist in determining the best way to manage the campaign.

Missing Emails

  • Open the campaign in Salesforce
  • Click on Advanced Setup
  • Click Edit
  • At bottom of list, click Add More
  • Add Reset and Save
  • Scroll down to the Campaign Members section
  • Click Go To List to view entire list of members
  • Filter the list using Reason = Missing Email Address
  • For those that have an email address, click the check box in Action column
  • Click Update Status button
  • Select Reset from drop-down list
  • Confirm status change
  • Click the synchronize button located on the Campaign Members section on the campaign page
  • Your member (s) will receive the next active email in the campaign following your send window. Alternatively, you can also click the Send Now button.
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