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Email Settings FAQ

3 min read

  1. Why does the email campaign not get triggered for one lead? 
    Answer: That Lead was added to the list after the campaign was sent.

  2. Why there is a discrepancy in data count representation on the email campaign report? 
     Answer:     The leads might have opened the campaign and clicked on links. Hence leads would have moved from open to Click state. Hence the difference.
      3. Even after doing DKIM and SPF settings, the emails are not being sent for leads
           Answer: 
  1. Ensure that sender domain is whitelisted. Please connect with ‘Email experts’ support team
  2. Provider Key could be expired
  3. Email credits could have been expired
  4. Check if customer has removed / updated DKIM / SPF settings after it was added.
 
      4. User is Unable to see Lead owner and system user in from dropdown of 1-1 emails 
          Answer:  Lead owner and System user appears in from dropdown only if all the users in the tenant are checked as email senders.If one user is unchecked lead owner/System user will not be visible 
      
      5. Redirect Link is not opening, on click its taking to transmailer
          Answer: Email Click Tracking is enabled in Pepipost. Please connect with Email Experts team and get this removed. Following link gets added from provider side.
     6. Test Emails are not been sent
        Answer:
  1. Please verify if the senderdomain is white listed as the sender domain in email provider with Email Experts Team
  2. If Test Emails are Timing Out which usually happens in old tennats , make sure indexing is available for email address field and also                         check if email address is unique in this account–>Connect with dev and Raise request for creating Index on email address fields

    7.  Why is Frequent Email Unsubscription Activity / Unusual Email link click activity seen sometimes? 
    Answer: Typically these could happen because of aggressive SPAM filters in email servers. When an email server receives a email, it must assess the email before delivering it to the recipient’s inbox, or to the spam folder or may be quarantine. Sometimes, it will “click” links to check for suspicious content. 
 
       8.  How to reset the Email Signature if an edit is not working? 
            Answer: Connect with marketing Dev


       9. Customer emoji feature to be enabled in the Tenant.
            Answer: Please Raise an SRE Ticket by filling in the details in the attached form and send it to the below  the below IDs and subject

       To: +SRE <SRE@leadsquared.com>; Anirudh V <anirudh.v@leadsquared.com>
Cc: Manjesh Shetty <manjesh.shetty@leadsquared.com>; Vijaykanth Reddy <Vijaykanth.reddy@leadsquared.com>; Manvi Pareek <manvi.pareek@leadsquared.com>; Akshit Bhatt <Akshit.bhatt@leadsquared.com>
Subject: CM | Enable Emoji for email campaign and Automation emails.

Change Management Template attached in the Templates section

 


      10. Why is Email Sent Activity is not Visible under Activity History?
      Answer:  Campaign Emails sent and not acted on by leads will not be visible in Activity History. There is a tab called “Campaign Emails” that     needs to be enabled from Tenant Management Support Owner . That tab shows all bulk/campaign emails sent. This is the product               behaviour in case of ESS+DB CAR tenant not an issue.


 


        11. Email Open Activity is not Tracked.

            Answer: Please check if CNAME Mapping is done properly for Email Link Domain


       12. Leads Unsubscribed from Campaigns are not visible in Report Grid
            Answer: Please refer to the below document for Campaign Report Grid Behaviour.

       13. How to set Preheaders in the Email Subject
            Answer: Please refer to the below KB Article
      14. Email templates containing videos are rendered differently when sent one-on-one and through a campaign. When sent through the campaign, the videos are working perfectly fine
Answer: This is because in One-on-One the editor is in Rich Text Format. Whereas the template is created using Visual Designer. Cross-editor usage will result in the loss of certain data. We show this in the information pop-up as well. Also, it’s not converting to an image, you can click on the black grid, and the video will be played. 


        15. How to remove Via LeadSquared in emails sent via leadsquared.

             Answer: This is only for Trial accounts – In the upgraded plan it will be removed


       16. Mail Merge values are not reflecting in emails sent via Automation      
            Answer:
  1. This might be due to changes not saved in email Templates. Please follow below steps-
  1. Remove the mail merge field from email template–>readd the field using mail merge dropdown–>Save and publish
  1. Now go to automation–>Remove the template –>readd–>save and publish the automation

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