The very first step is to ensure that the email address the contact is expecting to receive email messages for is within the Email Marketing System.
 
In E3 Email Marketing:

1. Navigate to the Contacts Tab
2. Locate the Email Address ‘Search…’ bar
3. Input a contacts email address and click Search

 
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 desired email address.

Cross reference their personal information. Is their First name, last name, member number, etc correct?
 

The Status of the member, which is specific to the Email Marketing platform itself may determine whether contacts will receive emails or not. Once the search results for the contact generated, their status will appear in the Status column. It will be one of the following:

Subscribed	The contact is fully active and is ready to receive emails
Unsubscribed	The contact has either selected to stop receiving messages from the club or clicked on the unsubscribe link found on the bottom of each message in error. The contact will no longer receive messages until the account is activated. Click HERE for instructions on re-activating an unsubscribed contact.
Hard bounce	The contacts Email address has bounced before and as a result will not receive any more messages until the account is activated again.
Soft bounce	The contacts Email address has bounced temporarily. The contact will continue to receive more messages, but may turn into a Hard Bounce in the future.
Pending	The contact is in the system, but has not been fully activated. They have been manually placed into Pending status, or they have been recently re-subscribed. The user must click the confirmation link sent after submitting a re-subscribe (or sign up) form for the status to change from Pending to Subscribed.

All statuses except Unsubscribed and Pending can be configured by an E3 Email Marketing User. Simply search for the contact, click on their email address to access the View/Edit Contact page, use the drop down Status selections to change the status.
 

It is possible that the contact was not properly included within a Segment or a List prior to the Campaign being sent out and thus did not receive the message.
Review a specific Email Campaign to determine which List(s) and/or Segment(s) were used for a specific Campaign.
In E3 Email Marketing

1. Navigate to the Campaign Menu
2. Click on the name of a Sent Campaign

Inspect the Recipients portion, which will present the List(s) and/or Segment(s) which were included in the Email Campaign. Take note of them.

3. Navigate to Contacts E3 Email Marketing Menu
4. Click on the drop down menu found under the Show field, and select “Mailing list or segment…”

5. In the new Pop-up window, click on REFRESH to get the most up to date count.
6. Use the checkmark function to select a List or Segment
7. Click SELECT

A query of all contacts within this List or Segment will generate. Search for the contact to see if they are part of this List or Segment.
Repeat the steps for all necessary Campaigns or Lists

 

Navigating to the contacts History within the View/Edit contact page will allow a user to see whether an email has been recently sent to the contact.
In E3 Email Marketing:

1. Navigate to Contacts
2. Search for the specific Contact and click on their Email Address
3. Select the History tab

Inspect the date of the previous email(s). Has the email been sent to the contact recently? The Opens column indicates how many times the email message was opened. Is there an indication the contact has opened the email?
 

If thus far, it was verified that the contacts email and field information is correct, they are included in the appropriate List and/or Segment, and that an Email was sent recently, it is now time to get the Member involved as the issue may be occurring on their end.

Contact the member and ask them to check any type of Spam, Junk or other related folders/sections within their Email Platform.
 

If the contact is still not able to locate the email message after it was confirmed that it was indeed Sent (but not opened), then it is possible that the email has been ‘quarantined’ or filtered out from being received by the contacts email domain.

Such occurrences are more prevalent when it comes to more private email addresses such as employer related or personal domains. In such instances, we recommend forwarding the Whitelist information to the member so that it can be configured for their email domain.
The Whitelist or ‘Safe Sender’ information below is an IP address and/or an Email Domain representing E3 Email Marketing. Adding this domain to the contacts Whitelist or Safe Sender will tell the Email Platform to allow/accept email messages coming from this specific address or domain instead of rejecting or quarantining it. In some instances, an IT from the members end may need to assist with this as they may not have the expertise or access to do so. For example, if a member is using their work related address to receive emails, an IT from that workplace will need to be consulted in order to Whitelist, or add E3 Email Marketing as a safe sender.
 

No, this is not an issue. The contact count for the list will take a bit of time to refresh and display the correct number. You can manually refresh the contact count by using the “Refresh Counts” button at the top of the lists page.


 

I have a member and a spouse that shares an email address. How do I add both contacts?

Ideally, each member should have their own Account (Member Number) in the back office system alongside a unique email address. If several members share the same email address, only one of them will Export from the back office system proper along with their Field information. 

It is possible to list multiple email addresses under one account in the back office system and add them as contacts to the Email Marketing Module. However, the multiple email addresses will all have the same field information and thus reflect the Name, Dates, Member Status, Member Number, etc. of only one member.

In order to ensure that an email address contains its own field information, it must exist as a separate Account in the back office system, with a unique email address. 

 

What is the difference between “Smart Email Builder” and “Full Email Editor”?

The Smart Email Builder is easier to use and is recommended for users who are less experienced with HTML. It allows for the creation of professional looking email messages by utilizing prescribed layouts. Yet, it remains flexible in the ability to not only input custom content, but also change the colours of various elements with ease.

The Full Email Editor is for those more familiar with HTML, at least on a conceptual level. It allows greater flexibility and editing of email messages using HTML tables. HTML messages can be created from scratch using the detailed WYSIWYG editor. 

Both Email Editors have a variety of ready-to-use templates to select from, allowing the ability to create visually appealing messages based on the users comfort level.

I added files into the media library in email marketing, why are they not showing in my website media library? 

The Media Library synchronization function is a one way street. The sync occurs from the E3 Media Library to the Email Marketing Media Library, but not the other way around. 

Files uploaded into the E3 Media Library will appear in the Email Marketing Media Library. However, if a file is uploaded to the Email Marketing Media Library only it will not appear in the E3 Media Library.

How do I set up an autoresponder that automatically sends out emails for members birthday? 

By default, a members birth date will included as one of the fields that are exported from the Back Office System to the Email Marketing module. Using the information within this field, it is possible to create automated messages that will be sent to congratulate the members and/or inform of special birthday discounts. To set up a Birthday Auto Responder”

Navigate to Email Marketing and select the Autoresponders menu item

1. Click on the New Autoresponder button at the top

2. Select the (left hand) Recurring option as the Autoresponder Type

 

3. Click on the Recurring notice autoresponder template
4. Select the appropriate (birthday related) field on the right hand side using the drop down menu
5. Click Next
6. Give the Autoresponder a name at the top (this name is visible to Email Marketing users only).
7. Click the ‘start an email button’ to create a new Email Message (if an autoresponder email message has been previously created, you may select the ‘Copy one of my existing email desing’ option)

If creating a new email message, select which editor to use (Smart Email Builder or Full Email Editor) and navigate through the 3 steps to create an email message. Click HERE [LINK] for more information regarding Email Message creation.
 
Once the email message is created and SAVE DRAFT is clicked, the Auto Responder configuration will become visible.
 
In the ‘When will this email be sent?’ category:

If you would like the email to be sent on the same day as the contacts birthday:Select ‘On the exact date’ and Send every YEAR
 


If you would like to adjust the amount of days before the email is sent: Select ‘Near the date’. Send X days BEFORE the date, every YEAR



Click SAVE & CLOSE
 
The final step is to Schedule the autoresponder. Within the specific Autoresponder page click on Set Schedule
 

 
Select if the Autoresponder should be scheduled to start sending Now or on a particular date and time.
Select if the Autoresponder should be schedule to stop sending after a number of days, or on a particular date and time. Be sure to select the ‘Stop sending’ checkmark if this option is to be used.



The Autoresponder is now active. Navigate to the Autoresponder menu and select ‘Stop Schedule’ to deactivate. 


 

How do I edit and resend an email campaign that has already been sent? 

A successful email campaign is a result of a series of steps that are packaged together, cumulating in the successful sending of the Email Message. Once a Campaign has finished, (I.E sent to its selected recipients, as indicated by its Sent status) most of its aspects cannot be edited any longer. Instead, a Report is available to review the results of the sent campaign.
 
In order to re-send successfully Sent email campaign, the User will need to create a copy of it, which can then be edited and re-sent.

1. Navigate to E3 Email Marketing Campaigns Menu
2. Click on the name of a desired Campaign

 

 
There are two methods by which the process of Re-sending/Editing a Campaign can be initialized: by utilizing the COPY button or the RESEND button. In both cases, when an email Campaign is copied, it can be found under the Campaigns section in E3 Email Marketing with a number prefix at its end corresponding to the number of existing copies of this campaign.
 
For example, copying a Campaign called “Newsletter – Wellness”, will result in the copied version being named “Newsletter – Wellness – 1”. Copying it again will result in “Newsletter – Wellness – 2” and so on.

The COPY Method

The easiest way to Copy a Campaign is to click on the Copy button located at the top.

 
Once clicked, the following message which show at the top of the page: “Email Campaign successfully copied.” The campaign will now be found under the Campaigns section in E3 Email Marketing with a number prefix at its end corresponding to the number of existing copies of this campaign.
 

 
The copy will include all previous content from the original campaign, including recpieents, messages, and the like (excluding the Report). It is now possible edit all aspects of the newly copied campaign and Schedule as desired.

The RESEND Method

Another method by which a Campaign can be resent is by selecting the RESEND button at the top. 
 


Once clicked, there are three options to select from:

• New subscribers since original email was sent on [Month / Day / Year and Time of initial campaign]

• Original recipients that [choice of recipient action]

 

 

Did not open	recipients who did not open the message
Clicked any link	recipients who clicked any of the links within the message
Replied	recipients who replied to the message (reply tracking must be turned on)
Soft bounced	recipients who ‘Soft Bounced’ upon receiving message.

                

• Another mailing list or segment (select recipients later)

 

How do I add more fields?

There are two options to consider when adding new fields for contacts;

1. Adding manual fields that are modified/populated only in E3 Email Marketing.

Manually created fields exist strictly in the Email Marketing platform itself. Any information relating to this field, would need to be populated by editing a specific contact, or using the Import contact option to populate contacts field information in bulk. These fields are not integrated with and do get get updated by the Back Office Program.

To add fields manually: 

1. Navigate to the Contacts menu in Email Marketing
2. Select the “Fields” tab
3. Click on “New Custom Field” at the top.

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4. In the pop-up box that appears, populate the the name of the custom field, its type, and a default value that will appear (if desired) within this field

[IMAGE 2]

Field Types:
 

Text Box
Number Box
Checkbox
Drop Down
Calendar

Click SAVE & CLOSE to Save the new field, and close the field creation process.

Click SAVE & ANOTHER to save the new field, and create another field (a new blank popup will appear asking for the same information as in step 4)

Once created, the new field will appear for all contacts. The field will be empty or populated, depending on whether a Default Value was inserted during the field creation process.