Email FAQs

FAQ

How can I send an email?

The quickest approach is to clone an existing email as this brings over the recipient list(s), sender and other options. You can do that by navigating to Emails on the Content menu, clicking into the email and hitting Clone. You’ll get a prompt to choose which elements you’d like to copy and you’ll see the new email when done.

It’s then just about editing the content,  testing and launching.

To create a new email, click New Email on the Emails page. You can create an email using the Email Library or one of your own custom master templates. Then choose the layouts you want, paste in the content,  test and launch.

Why has my campaign not sent yet?

When you launch a campaign it goes into a queue. It could be that your colleagues have scheduled their campaigns to be sent out at the same time too so the system is working on those.

Unfortunately, this means that yours may have to wait a little while and how long the wait is depends on the size of the audience they’re sending to. In most cases, there shouldn’t be more than a 15-minutes delay but if you find this not to be the case please contact support@stoneshot.com.

Can I update a link in an email after it's been sent?

Yes you sure can, assuming you have link tracking enabled. More info can be found on our Troubleshooting campaigns page.

Can I recall an email that’s been sent?

Unfortunately not, once an email has been sent out it cannot be edited or recalled.

How to cancel a scheduled email?

There are a few places you can schedule an email. If this is an email sent from the email builder, you can click into the campaign and then Pause/Purge – if it’s not already been sent! You can also schedule emails that distribute your blogs or get sent around an event.

How can I be added to the email test list?

Adding or changing recipients on a test list is easy. Go into Contacts > Lists and search for the test list. It’s usually called something like “Test list – Do not delete”. Click into the list and pick “Add contacts” from the Add/Remove button. Pick “Use existing contacts” assuming the contact exists already, then search for the contact using their name or email. Click the checkbox against the contact and then hit Add.

That’s it. Next time you test an email, you’ll see the contact you added.

Why am I not receiving a test email?

There are a few reasons why you might not receive a test email.

1. Contact isn’t opted in. Search for the contact at the top of the page. Click into the contact, click Edit and ensure the “Opt-in?” slider is green.
2. Dynamic data is missing. Most emails have {FIRSTNAME} in them but could also have a dynamic sales manager sign-off. Looking at the contact, ensure a sales manager is selected under Segmentation.
3. Email has dynamic sender. Again, ensure the relevant dynamic fields are set against the contact.
4. Spam or email other delivery issue. The email could be backed up in your email system. Check in with your tech support for help.

Why can't I add multiple recipient lists to my email?

You can but not when sending an A/B campaign. Simply remove the second email subject and you’re good to go.

How can I extract the HTML from an email?

To extract the HTML of an email within the StoneShot platform, you should follow the process outlined below:

1. Go to Content > Emails and click on the email you wish to extract.
2. Click Clone to make a copy of the email.
3. Click into the cloned email and uncheck the open and click tracking options on the Advanced tab.
4. Click Convert to convert the email to plain HTML.
5. Go to the Layouts tab and copy the source HTML.

Why can't I see my Salesforce campaign in the SF campaign dropdown?

The SF campaign must be:

• marked as ‘Active’ in Salesforce
• accessible by the StoneShot/Salesforce user
• in the 250 most recent campaigns (by last modified date)

How can I archive an email?

There’s no specific archive feature but you can just delete old emails. Generally, our users clone an email to create a new one. It means they have versions of an email that won’t be used again. We retain the content of an email against a campaign anyway… you never really lose the content by deleting an email.

How can I retrieve an archived email master template?

Go into an email that was created using the archived master template. Go to Advanced and click on the Master Template at the bottom. Then click Unarchive.

Why can't I delete workflows?

The workflow will need to be disabled before you can delete it.

What’s the difference between a soft and hard bounce?

A soft bounce is likely caused by a temporary block such as a full mailbox or temporary server issue. A hard bounce is more likely permanent such as an invalid email address. More info can be found on our Bounce meanings page

Why does my campaign have some removed/dropped contacts?

It can be for multiple reasons but the most common one is the segment is missing an information in StoneShot. More information can be found on our Troubleshooting Campaigns page

Why does a scheduled email in the campaign report not show the scheduled date?

The campaign report will show the Launched date of the time the schedule was set, not when it was triggered

Why is the CDS feed not synching?

Its highly likely that the RSS feed has an XML error. It could be down to one of the following errors:

• XML parser software not properly installed;
• encoding errors with special characters i.e. “&” instead of “&”;
• typos in tags;
• document cannot be found or has restricted access;
• extra stray characters i.e. “<”;
• missing “/” in paired end tags;
• length of article title exceeds 255 characters (with spaces);
• mapped tag not assigned to every article (must appear even if it’s left blank).

Please get in touch with us at support@stoneshot.com and we can help get you up and running.

Why does my RSS feed hang on the field mapping screen?

Standard users can set up a feed, however, you need to have admin level access to map fields in a feed. To do this you can either ask an Admin user to follow the steps below or contact us at support@stoneshot.com.

1. Navigate to Options and Users
2. Click into the Name of the profile you wish to update, under the Role dropdown select Admin and Save

Can I send to multiple recipients on the Test tab in the Email Builder?

You can’t send to multiple recipients on the Test tab but it’s pretty quick to send to each person individually. If you want to test a larger list, go to the Summary tab, pick your test list under Recipient Lists and launch the email.

Can I use the API to embed a form into my website?

Yes. You don’t need to make a form in the StoneShot Platform to do this… more that you can pull and push any contact fields you need. You can actually do much more such as integrating email preferences, events, fund documents and profile management. Take a look at our API documentation and contact support@stoneshot.com if you need help.

How can I enter the feed ID in an email?

The Feed ID is used to connect your email to a stream of content from your website blog or insights. We’re making a component that allows you to pick a feed… in the meantime we can add the Feed ID for you. Email support@stoneshot.com and we’ll get right on it.