2. In ClubBroadcast go to Contacts > All Contacts and do a search for the members email address.
Make sure that the email address is typed in correctly and do not include extra spaces after, confirm with member that you have their most current email address that is valid.
ACTIVE Member has received and opened a message and completed the assessment period. They will receive messages sent using a List or Segment BOUNCE Email address has bounced before and as a result will not receive any more messages until the account is Activated again UNSUBSCRIBED Member has either selected to stop receiving messages from your club or clicked on the unsubscribe link found on the bottom of each message in error. Similar to the Bounce status, the member will no longer receive messages until the account is Activated. TRANSACTIONAL This happens when an email address received their first message through CBC using the SEND TEST delivery method instead of a SEND REGULAR . The only messages that they will receive in the future will be SEND TEST messages and nothing from a List or Segment until the proper steps are taking to switch the status from Transactional to the Onboarding. Steps to take next, based on Status
ONBOARDING or ACTIVE Status Check to see if the email address has all the necessary field information populated with the correct information so that it meets the criteria set up in the SEGMENT that is being used to send out your messages. Also, confirm to see if the SEGMENT is set up with the correct criteria.
Move the horizontal scroll bar found on the bottom of your search results to the right so that the Member # field becomes visible. Check if it has the correct member number or n/a (not available). Once the member number is located check to see if the information in the other fields is correct and then check the criteria for the segment.
If the Member # field shows n/a, that probably means that this contact was added manually into CBC instead of using the EXPORT process that updates the information from JONAS. It is recommended that this contact be deleted from ClubBroadCast and in Jonas run a SYNC followed by an EXPORT. See the Jonas Export Utility section for more information on how to run this process
If the email address and member number do not match, find out if the email address is being shared by a spouse or dependent. Check in Jonas to find out if they have the correct information.
Each email address has to be unique in CBC and cannot be duplicated. It is recommended that each member has their own email address or decide which member should be receiving the emails and have it set up accordingly in Jonas.
NOTE: after an email message has been sent out to a member (using the Regular send)that has an ONBOARDING status, receives and opens the message, within a 48 hour period their status will automatically switch from ONBOARDING to ACTIVE. BOUNCE Status Click on the email address found in the search results. Confirm that the email address is correct and valid by contacting the member. Click on the Activate button on the Top Left corner to re-activate the email address Once the Activate button is clicked on it will then have a green bar across the screen indicating that "The contact has been re-activated", Notice the Activate button now says Unsubscribe as well. Depending on what Status your member has that button will change. When the search is done for the email address in the all contacts area the status will have changed from Bounce to Onboarding. Reminder the next message that is sent to this member should be sent using a List or Segment.
UNSUBSCRIBE Status These members have either unsubscribed intentionally or in error. It is important for someone at the club to contact them by phone first to confirm. In the event that they no longer want receive emails from the club, this decision should be respected. The email address can either be left in the unsubscribed status or Deleted. To delete click on the check box to the left of the email address in the search results and click on the DELETE button. If the account was UNSUBSCRIBED in error, follow the same steps found above that to reactivate accounts that had a BOUNCE status.
TRANSACTIONALStatus This happens when an email address received their first message through CBC using the SEND TEST delivery method instead of a SEND REGULAR See Frequently Asked Questions 11. Member not receiving emails and they have a Transactional Status