General bulk email terms

The following terms are used in bpm’online marketing for bulk email.

Response – mail system or recipient reaction to an email. The [Audience] tab of the Email page displays responses from each recipient. The [Bulk email totals] tab of the email page displays analytical metrics for the responses. All possible bulk email responses are described in a separate article.

Spam complaint – an email received a spam complaint response. An email can be sent to spam manually by the recipient or automatically via a spam filter. The [Audience] tab of the Email page contains information about spam complaints. Percentages and quantity for spam complaints are on the [Bulk email totals] tab of the Email page. Recommendations on how to avoid spam complaints is described in a separate article.

Unsubscribes – clicks on a special unsubscribe link within each bulk email. After clicking the unsubscribe link, the recipient is redirected to bpm’online's marketing server. Information about unsubscribes is recorded there and is transferred to the pre-configured URL unsubscribe page. The unsubscribe page is specified in the “Website to redirect unsubscribes” system setting.

The [Audience] tab of the email page contains unsubscribe data. Percentages and the quantity of unsubscribes are displayed on the [Bulk email totals] tab of the Email page.

Note

The [Do not use email] checkbox is checked automatically when receiving an "Unsubscribed" response. These contacts will not receive bulk emails afterwards.

Opens – an email has been opened by the recipient. The [Audience] tab of the Email page contains data about the total number of opens. If a recipient has opened the same email more than once, each open will be counted on this tab. An email is considered to be opened even if the recipient has sent the email to spam or unsubscribed from the bulk email.

The [Bulk email totals] tab of the Email page displays the percentage and quantity of opens, as well as open dynamics for a specific time period. The method for calculating opens is described in a separate article.

Clicks – a recipient has opened an email and clicked on a link in the email. The [Audience] tab of the email page contains data about the total number of clicks. If a recipient clicks a link twice and another link three times, then the value “5” is displayed in the [Clicks] column for this recipient. Clicks on the unsubscribe links are also counted. Clicks performed after the recipient has unsubscribed from the bulk email are not counted.

A full list of email links, the number of clicks for each email and a click heatmap are displayed on the [Click stats] tab of the email page. Use the [Bulk email totals] tab of the email page to analyze click statistics. The total number of clicks on the [Audience] tab and on the [Bulk email totals] tab may differ as the methods of calculation also differ.

Hard Bounce – an email has been sent but not delivered to the recipient. A hard bounce response is received as a result of a permanent delivery error, such as an invalid email address domain. Hard Bounce rejections last longer than Soft Bounce rejections. The [Audience] tab of the Email page displays Hard Bounce responses for each recipient. Analyze the percentage and quantity of Hard Bounce responses on the [Bulk email total] tab of the Email page.

Soft Bounce – A soft bounce. is received as a result of a temporary problem with the recipient's address, for example, if the recipient's mailbox is full or any other temporary problem occurred. If a particular address repeatedly receives a "Soft Bounce" response, then it may indicate that the address is no longer used by the customer. The [Audience] tab of the email page displays soft bounce responses for each recipient. Analyze the percentage and quantity of Soft Bounce responses on the [Bulk email total] tab of the email page.

Note

Upon receiving a Hard Bounce or Soft Bounce response, the [Current] checkbox is automatically deselected for the email address. the contact's page. These email addresses will not be used for bulk emails afterwards.