Email activities: How do recipients react to your email messages?

Depending on what happens, doo records the corresponding email activity. Some types of activities have subtypes that document the event more precisely. Here you will find a list of all activity types at doo and when exactly they are recorded.

2.1. Sent

Our system successfully sent the e-mail to the contact.

2.2. Skip

The contact was skipped during the sending process, meaning our system did not send an email. Possible reasons for this are:

1. Unsubscribed: The contact has stated in a previous email message that they no longer want to receive messages from you, or the email subscription option “No marketing email” has been activated by you for the contact.
2. Unsubscribed from invitations: The contact has set in a previous email message that he no longer wishes to receive event-related marketing emails from you, or you have either deactivated the email subscription “Event communication” in the contact details or not set it when creating the contact.
3. Marked as bounced: If the email address of the recipient turned out to be a hard bounce (see explanation below) in an earlier doo email message, doo will not send any further messages to that address.
4. Complaint: In a previous message to the recipient’s address, a complaint was submitted by the recipient or their email service provider.
5. Code already redeemed: You send a message with a promotion or access code and the recipient has already redeemed their personal code.
6. Error when resolving placeholders: When resolving the merge tags, an error would have occurred for the recipient, which is why the message was not sent to that contact. Please check the inserted placeholders in the sent message and the values of the contact and correct it. After that, you may resend the message to the contact using the option “Add recipients”.
7. No booking documents: If you have specified in the send-out settings that tickets or invoices should be sent with the attachment, all contacts for which no corresponding documents are available will be skipped during sending process.
8. Attachment missing: If you defined a file from an event field as attachments and the file is missing when sending the email, it will not be sent.
9. Oversized attachment: If the combined size of all attachments exceeds 10 MB, the email will not be sent.

2.3. Bounces

Our system has received a notification that the email could not be delivered successfully. Please note that even if there is no bounce activity, this is not a guarantee that the email has arrived in the recipient’s inbox. Email providers or downstream security programs do not always report back when they block an email.

1. Hard bounce: A hard bounce means that the email address cannot or no longer be reached. These contacts can no longer be contacted via the doo email manager and are automatically skipped in future messages.
   1. General: No specific reason for hard bounce was reported.
   2. No email: The email address does not or no longer exists, for example, because the employee left the company or the address was entered incorrectly.
   3. Supressed: The email address is already known as hard bounce, therefore emails will no longer be delivered . 
2. Soft Bounce: The email is temporarily unavailable and could not be delivered due to a problem or setting on the recipient side. However, it is still generally available. You might try to contact the contact at a later time. Sometimes, soft-bounces are recorded due to the notification of the inbound server, but the email still reaches the recipient’s mailbox.
   1. General: No specific reason for soft bounce was reported.
   2. Mailbox full: The recipient’s mailbox is full, so they currently cannot receive any new emails.
   3. Messages too large: The message is too large and is therefore rejected by the recipient’s email service provider. Make sure that attachments and images are not too large to avoid this problem.
   4. Content rejected: Certain contents of the message have been blocked by the recipient’s email service provider.
   5. Attachment rejected: The attachment was blocked by the recipient’s email provide, e.g. due to size or file type.
3. Undetermined: No bounce reason was specified.

2.4. Complaint

Our email server has received a complaint for the contact.

1. Reported as spam: The recipient has marked the message as spam.
2. Email Authentication Failed: The emails sender could not be authenticated. This could point to a problem with the configuration of your custom from address if you are using one.
3. Recognized as fraud: The email was classified as a scam or phishing attempt.
4. Virus detected: A virus has been detected in the email or attachment.
5. Other: No specific reason was given for the complaint.

2.5. Unsubscribe

The contact clicked on the unsubscribe link in the message to unsubscribe from further messages. Clicking on the unsubscribe link is not considered as click (see 2.7.). By unsubscribing, the email subscription option “No marketing emails” is activated and the contact will be blocked in future sendings.

2.6. Render

Each email contains a so-called tracking pixel, which is a tiny 1×1 pixel image. When this pixel is downloaded from our server along with the images in the message, a rendering activity is recorded. Ideally, this happens when the recipient opens the email message. However, there are email programs that automatically download images and others that suppress the download. Therefore, a rendering activity does not necessarily mean that the email has been read. Conversely, a missing rendering activity does not necessarily mean that the recipient has not read the email.

2.7. Click 

The recipient clicked on a link in the email message. Each link click is first directed to a tracking domain. When this domain is accessed, we record the click activity. Each click is a single email activity. We differentiate between general click activities on any link in the message and clicks on invitation links. A click on the unsubscribe link is not counted as a click, as mentioned above.

1. Interested: The contact clicked on the invitation link “Subscribe”.
2. Declined: The contact clicked on “Declined”.
3. Undecided: The contact clicked on “Maybe”.
4. General: The contact clicked on a link that you added to your email message in addition to the invitation links. You can see which link was clicked in the export (see below).

Please note that especially for corporate addresses, stricter security checks are often carried out, where programs sometimes follow links to identify security risks in advance. This can lead to click activities that were not performed by the recipient. Since the programs deliberately conceal that they are not humans, the clicks cannot be distinguished.

2.8. Booked

The contact clicked on an invitation link and successfully registered for your event in the same session. In marketing terms, you would call this a conversion.