Daxko Engage +

SendGrid

What emails go out of Engage?

3 types of emails are sent using SendGrid.

User-Facing

Member-Facing

Welcome!

Password Reset

Follow Notification

Daily Digest

Any email in a running initiative

Automatic emails sent to users

Welcome to the Y

4th of July Hours

Summer Swim Lessons

MLCs

Get Fit with Friends!

Take Our Survey

Healthy Starts Here

Emails included in 3

Member Lifecycle Campaigns

How are emails sent through Engage?

Daxko Engage is integrated with a email service

that actually sends emails to Engage users and YJC members.

SendGrid is deeply integrated into Engage.

Wherever you send emails or see email statistics for initiatives, SendGrid is actually producing that service or data.

History

Engage originally piloted sending emails as part of initiatives in 2014, and used an email provider called Mandrill.

Engage launched emailing in initiatives for all customers in 2012. (still using Mandrill)

On 3/27/16, Mandrill announced a change in Terms of Service and pricing for their email service. Our team began      working on a new integration.

On 9/20/16, we launched a new email integration with SendGrid.

Terms You Should Know

Supression

Block

Unsubscribe

when an email isn't delivered because of the sender

what the recipient does when they opt-out of an email list.

what the sender does when someone opts out or an email is rejected

Bounce

when an email isn't delivered because of the recipient

Examples

Supression

Block

Unsubscribe

"The email address was misspelled, so SendGrid suppressed this email."

Bounce

"I don't want to get these emails from this Y anymore. <Unsubscribe>."

"Looks like you didn't get that test email because you need to whitelist this IP address first."

"The member didn't get that email because her email address is noemail@fake.com."

FRONTLINE

FRONTLINE

FRONTLINE

MEMBER

Common Customer Requests

Customer Success and Engagement Solutions teams

field requests from Engage customers

about email sends, unsubscribes, bounces and reports.

USER EMAILS

"I'm not getting emails from Engage. What gives?"

Possible causes:

Their internet security at the YJC is causing them to be blocked.

They accidentally unsubscribed.

They have an invalid email address.

To fix it:

Send list of IP addresses for IT to whitelist.

Remove them from Bounces list.

Remove them from Blocks list.

This may apply to any emails sent to users: password reset, follow notification, daily digest, initiative email tests

MEMBER EMAILS

"This member unsubscribed, but now he wants

to receive our emails again. How do I do that?"

Cause:

Member purposefully or accidentally unsubscribed.

To fix it:

Remove them from Bounces list.

This can only be handled by Daxko.

MEMBER EMAILS

"We would like a report of all of our unsubscribes."

Cause:

They likely want to see who is unsubscribing to figure out why people aren't receiving their emails.

Report:

Export the Bounces data in SendGrid.

MEMBER EMAILS

"We would like a report of email addresses that are bad."

Cause:

They likely want to see which emails are not getting to members that have invalid email addresses, so they can clean these up.

Report:

Export the Blocks data in SendGrid.

We can provide this, but SendGrid only saves the last XX days of data.

MEMBER EMAILS

"I want to know if a member received a certain email."

Cause:

They think they sent an email to a member, but the member says he/she didn't receive it.

To fix it:

Go to the client's subuser.

Go to Activity>Delivered

Search for the email address