FAQ

This article provides comprehensive answers to frequently asked questions concerning the use of the Sendios platform.

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1. Why does the email count display fewer recipients than were uploaded?

Before sending emails, the system goes through various checks, including standard procedures to determine whether users have unsubscribed from receiving marketing campaigns. The reduced count probably includes users who have unsubscribed specifically from the mailing list in this category.

👍 You can find more information in the article on Unsubscribing from emails.

2. How to correctly pass a custom variable through user fields? Is it correct that this variable has the 'user.' prefix in the email template?

Let's consider a variable named {{blogger_content_id}}, representing the topic of content a blogger produces for a product. The complete syntax to include the variable in the email template would be {{user.blogger_content_id}}. In this case, the 'user.' prefix indicates the path to user fields.

3. What is inserted into the {{project_url}} or {{project.sender_name}} field in emails if these parameters are not passed?

These values are standard and are automatically added from the Project settings without requiring additional technical integration to obtain them.

  • {{project_url}} represents the project's domain, and when used in emails, it leads to the home page;

  • {{project.sender_name}} is the project's name entered during initial setup.

To change this information, you can go to Project Settings → Projects → three dots → Edit/view.

4. Why are OR, CTR, CTOR not displayed in the admin panel despite correct execution of mailings?

Firstly, check the settings in Project Settings → Projects → three dots → Edit/view to ensure that tracking for the n-domain is enabled. If disabled, switch it to the ON position and select the appropriate Domain for tracking.

If tracking is already enabled, contact your CSM for clarification on details and further steps to resolve this issue.

5. What can serve as a trigger in marketing campaigns?

At the third step of campaign creation, you can define trigger parameters in the Delivery details section, which include the following types:

  • Clicked;
  • Opened;
  • Registered;
  • 2Opt-in;
  • Last Seen;
  • Paid;
  • Birthday;
  • VIP;
  • Expires at.
You can define the time interval between the trigger event and the start of the sending process for each trigger.

6. What UTM tags can be added through the admin panel?

When creating transactional emails and marketing campaigns, at the second step of settings — "Channel settings > Advanced settings", you can automatically include the following UTM tags:

  • utm_source (usually = sendios);
  • utm_medium;
  • utm_campaign.

If UTM tags with similar names are already used in collecting analytical data, please inform the Sendios team to avoid overwriting existing tags.

7. How to perform a test send of a marketing email?

To send a test email from a marketing campaign, follow these steps:

  1. Go to the Marketing Campaigns section;
  2. Click on three dots → Test email next to the desired marketing campaign;
  3. Enter the email address in the Email for test field to send a test email.

👍 You can find more information in the article Test email.

8. How to edit information on the unsubscribe page (unsubscribe link in the email footer)?

Our unsubscribe page has been developed taking into account all legal aspects provided by the legal team of Genesis. Unfortunately, customization of this page, including its content, to meet the specific needs of individual projects is not possible. This limitation is due to its adherence to standard requirements that are approved and recognized as common practice in email communication.

9. How to copy a transactional email type to another project?

  1. Log in to the admin panel and navigate to the Transactional Settings → Email page;
  2. Select the checkboxes of the emails you want to copy;
  3. Click Duplicate in the top left corner;
  4. Choose the project(s) to duplicate the email type into and click Continue;
  5. In the window notifying about type_id conflicts, follow these instructions:
  • To replace the existing type with the new one, click Replace all;
  • If you need to modify data to avoid conflicts, click Resolve, enter a new identifier, and then click Save & Continue;
  • Alternatively, you can skip the copying process by clicking Skip All.

10. What is the impact of user consent for receiving marketing campaigns during registration?

User consent to receive marketing campaigns during registration plays a crucial role in determining users' inclusion in email campaigns. Here's how it works:

Under normal circumstances:

  • We don't require additional consent from users to send marketing campaigns;
  • According to CAN-SPAM and GDPR conditions, it is sufficient for a user to be confirmed (clicked on an email at least once) to be eligible to receive marketing emails.

Consideration of different legal requirements:

  • Depending on the geographical location of users and corresponding legal requirements, the parameter is_eligible_for_marketing_campaigns=1 may be used to segment users who have given consent to receive marketing campaigns.
Therefore, user consent may be necessary to comply with legal requirements or for additional segmentation of users based on their preferences and the legal context of their place of residence

11. Can I conduct a split test?

Certainly! Regardless of your chosen service package, you always have the opportunity to conduct content split tests—based on email subjects and templates—without user segmentation and additional settings for sending conditions.

The capability to conduct split tests under service conditions (using segmentation and analytics) is available with the "Pro," "Advanced," and "Enterprise" packages.

12. What to do if I encounter issues with sending system emails?

If you face difficulties with sending system emails, please note that the process itself is initiated from your side, and Sendios just receives the request and performs the sending. To address potential issues:

  1. Ensure that the sending of the system emails is correctly initiated on your end;
  2. Verify the accuracy of the request you are sending to Sendios;
  3. Check the operational status of the Sendios systems at the following link: https://status.sendios.io.
If problems persist, we recommend contacting your CSM for assistance and guidance.

13. What is domain warming, and when is it advisable to use it?

Domain warming can be used when you already have an active project with a good reputation and a required mailing volume. When launching a new project with a fresh domain, we initiate a "warming-up" process by gradually transitioning a portion of the mailings to the new domain and changing the sender's name. This proactive step ensures that the new domain builds a positive reputation even before sending its own emails, helping reduce deliverability risks in the initial stages of mailings.

14. Is it possible to make minor adjustments to the logic settings of campaigns once they are already configured for a specific project?

Logic that is not custom cannot be modified based on the client's individual requirements. However, if your service package includes the capability to create custom logic ("Pro", "Advanced", "Enterprise"), Sendios can tailor such logic for a specific project and make necessary adjustments according to the client's preferences.

15. How to receive webhook notifications to build custom analytics?

To send data via webhook notifications, Sendios uses a dedicated API endpoint created by the client. Detailed information can be found in the Webhooks article.

16. How to initiate sendings from WordPress?

To send emails, use the API endpoint: 

POST https://api.sendios.io/v3/tilda/send-system/{hash}/project/{project_id}/type/{type_id}


params:
[email protected]
event=start

Another option is to use the Contact Form 7 plugin.

Updated 5 months ago