Email Compliance
Created by: Emma Johnston
Last Updated: September 01, 2023
Bounce Rates and Email Validation
BOUNCE RATES AND SENDING SMARTLIST
Our email provider has sending thresholds in place to protect your email reputation (so your emails go to your contact's inbox, not the spam folder). The bounce rate for a bulk email should be less than 3%. If you go over that threshold, your emails will be temporarily suspended for 24 hours so that you can make the necessary changes needed.
To prevent this from happening, we recommend creating a Smartlist in Contacts for your newsletters. In Contacts, click on More Filters and select Tags. Choose Is Not and select Bounced and then Unsubscribed. Press Save as Smartlist to finish. Click here for more information about creating and managing Smartlists.
EMAIL VALIDATION
We also offer Email Validation for accounts. The system checks each email address every 90 days to check it is valid - which eliminates bounces, etc. As our email provider charges us, this is a premium service and costs $0.003 per verification (which is would be around 3335 emails per $10).
Email validation validates new contacts when entering the system for the first time (form, survey, calendars, chat widget) or when sending a new email after enabling email validation.
To enable Email Validation, go to the Settings > Business Profile. Under the General section, enable Verify Email Address.
If your account has a temporary suspension in place, turning on email validation will instantly lift that block, as this ensures you will not send emails to addresses that would bounce.
DELIVERABILITY ANALYSIS REPORT
When you now import a new list of contacts, the system will assess the email deliverability of that list and create an Contact Import Analysis Report to give you information deliverability and percentage of high risk emails.
Go to Settings > Email Services > Risk Assessment to see your reports.
Unsubscribe Links
You must include an unsubscribe link at the bottom of any marketing email in order to be GDPR, CAN-SPAM, CASL and APP compliant. Creating an internal link keeps the contact's unsubscribe wishes within the system (without notifying your SMTP provider). We have already an unsubscribe trigger link to your account and marketing email template, along with an unsubscribe workflow.
DEFAULT SETTING
By default, to help you stay compliant, the system sends an unsubscribe link automatically when sending bulk emails. To customize this, go to Settings > Business Profile and go to the General section. If you are consistently using the unsubscribe link set up below, you can disable this setting.
Unsubscribe Link
UNSUBSCRIBE LINK
We have already setup an unsubscribe trigger link and workflow (as well as a branded email template with the unsubscribe link set up).
USING THE DND UNSUBSCRIBE LINK
You will need add the unsubscribe trigger links to any email communication (such email builder or workflow emails) where you have not use the branded template.
1. Navigate to the communication you wish to customize.
2. Add the required text (such as Click Here to Unsubscribe). Click the Link icon and select the DND Unsubscribe link from the Link List. Choose Target > New Window to open the confirmation page in a new tab.
DND UNSUBSCRIBE WORKFLOW
When a contact clicks on the DND Unsubscribe trigger link, this will update their DND settings in Contacts, mark all conversations as read, and add an 'unsubscribe' tag (DND stands for Do Not Disturb).
You can see the DND settings for a contacts at the bottom of the left hand panel of their contacts card. Once DND is set for email, you will no longer be able to send any type of emails to the contact.
SEASONAL MARKETING OPT OUT
We also have template workflows set up so that a contact can opt out from receiving the seasonal marketing emails. These templates need to be cloned and the filters need to be updated.
System Unsubscribe Trigger
SYSTEM UNSUBSCRIBE LINK
You can also use the built in unsubscribe link. Go to Settings > Business Profile and scroll down to the General section. If you are using the trigger link we have created, you should turn off the system link. If you would prefer to use the system link, you can press Customize to make changes.
Customized Unsubscribe Link
CUSTOMIZED CONFIRMATION PAGE
If you want to use our template with a different domain, we can clone our unsubscribe confirmation page to you account. If you want to create your own confirmation page, go to Sites > Funnels and create a basic page to confirm that the contact has been unsubscribed.
CUSTOMIZED DND OPTIONS
If you want the contact to be able to opt out from specific emails list, you could create a form in Sites > Forms > Builder and add a custom field with the email options available. if you want contacts to have the option to unsubscribe from specific lists. Click here for more information about forms and click here for more information about custom fields.
In Automations > Workflows, you then create a different workflow for each form response. Use Form Submission as the trigger and filter to the different options. Add the required workflow actions such as Remove from Workflow or Add/Remove Tag. Click here for more information about workflows.
CUSTOMIZED TRIGGER LINK
You might also want a contact to be able to opt out of a specific upcoming email sequence. To do that, first go Email Marketing > Trigger Links and create a trigger link. Click here for more information about trigger links.
In Automations > Workflows, create a workflow and use Trigger Link as the trigger. Add the required workflow actions such as Remove from Workflow or Add/Remove Tag. Click here for more information about workflows.
Double Opt-In
Double Opt-In Systems serve multiple purposes. First and foremost, it is used in the EU and required by GDPR. This means that once a lead opts in, they must confirm the opt-in to continue receiving information. Using a double opt-In system for new newsletter signups also helps to validate their email address and improve sending rate.
CREATE A THANK YOU PAGE
In Sites > Funnels or Sites > Websites, create a thank you page. Click here for more information about funnels.
CREATE A TRIGGER LINK
Go Email Marketing > Trigger Links and create a trigger link. Click here for more information about trigger links.
SEND TRIGGER LINK
1. Click on Automation > Workflows and click the green + Create New Workflow button in the top right of the screen.
2. Choose an option for the type of Workflow you wish to create, such as Start a Workflow from Scratch, and click the + Create New Workflow button again to enter the builder. Add a workflow name and press Save.
3. Click Add New Workflow Trigger and select an action that will trigger the opt-in message, such as Form Submitted.
4. Click the + to add a new event to the workflow and choose Send an Email. Write your email and include a trigger link for the person to confirm their opt-in.
5. Add any other required steps.
6. Press Save and toggle on Publish.
OPT-IN EMAIL WORKFLOW
1. Click on Automation > Workflows and click the green + Create New Workflow button in the top right of the screen.
2. Choose an option for the type of Workflow you wish to create, such as Start a Workflow from Scratch, and click the + Create New Workflow button again to enter the builder. Add a workflow name and press Save.
3. Click Add New Workflow Trigger and select Trigger Link Clicked from the drop-down menu. Add filter for the trigger link and select the opt-in link.Lesson Ending Section
4. Click the + to add a new event to the workflow. Choose one or more actions to occur such as Add a Contact Tag, Send an Email, Add to a Workflow.
5. Add any other required steps.
6. Press Save and toggle on Publish.
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If you have any questions or need support, you can either chat with us clicking on the blue dot in the bottom right corner of the software or you can email us at [email protected]. The support desk is available Monday to Friday, 7:00am - 3:00pm (CDT).
The support desk will be operating with reduced hours from August 20 - 22 and will be closed on August 23 and August 26.