Email activities: What the status reports of your email messages mean

1. How email activities work

In the overview of email activities, you can see all the individual status reports and reactions of your contacts regarding the email messages that you sent via the doo email manager. This includes all activities within our system, as well as data that our system receives back from the email providers of your recipients regarding the delivery of the individual emails. This data is used in the performance report as the basis for calculating the individual key figures.

This data serves as the basis for calculating the individual key figures of the performance report, which is available on the detail page of the respective email message. But unlike the simple Pperfomance report, which only shows the most recent status of the dispatch, the email activities show practically “live” for each recipient each individual status indication such as “sent”, “clicked” or “booked” as a new entry. This overview allows you to create detailed analyses of the activities over time and, for example, to form contact groups from your recipients based on their reactions in order to follow up on your initial message individually.

When selecting “Email activities” on the left menu, you can view the list of all activities of your sent email messages sorted by the date of the corresponding activity.

To narrow down the overview, you can filter by event as well as by sent email messages. The “Additional search options” link offers you a wide range of additional selection parameters, which you can use to set further filters. For example, you can display only the activities of a certain contact, narrow down the time period or filter the display by the type of activity. What exactly the individual activity types mean and how exactly they are defined, you will learn in the next section.

2. Meaning of the individual activities

Find out what the individual activities mean and how they are defined. In the online view of the email activities, you will not find all subclassifications, but they are all included in the export (see. 3.)

2.1. Sent

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

2.2. Skip

The contact was skipped during the send-out. Possible reasons are:

  1. Unsubscribed: The contact has indicated in a previous email message that he no longer wants to receive messages from you, or the option “Never use this contact for e-mail subscriptions” has been activated by you in the respective contact details.
  2. Unsubscribed from invitations: The contact has indicated in a previous email message that he no longer wishes to receive invitations to events from you, or you have deactivated the “Event communication” option in the contact details.
  3. Marked as bounce: 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 provider.
  5. Codes already redeemed: You send a message with a promotion or access code and the recipient has already redeemed his personal code.
  6. Error when resolving the placeholders: When resolving the personalizations, 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, correct it and resend the message to the corresponding contact if necessary.
  7. No existing booking document: 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 send-out.

2.3. Bounces

Our system has received a notification that the email could not be delivered successfully.

  1. Hard bounce: A hard bounce means that the email address can 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. Address does not exist: The email address no longer exists, for example, because the employee left the company or the address was entered incorrectly.
    3. Address blocked: The email address is already known as hard bounce and will therefore no longer be written to. 
  2. Soft BounceThe email is temporarily unavailable and could not be delivered due to a problem or setting on the recipient side. However, it is still available. You can try to contact the contact at a later time.
    1. General: No specific reason for soft bounce was reported.
    2. Mailbox full: The recipient’s mailbox is full, so he/she currently cannot receive any new emails.
    3. Messages too large: The message is too large and is therefore rejected by the recipient’s email provider. Make sure that attachments and images are not too large to avoid this problem.
    4. Content blocked: Certain contents of the message have been blocked by the recipient’s email provider.
    5. Attachement blocked: The attachment was blocked by the recipient’s email provide, e.g. due to size or file type.
  3. Undefined: 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
  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.).

2.6. Render

The images contained in the email have been downloaded, which is an indicator that the recipient has opened the email. Since this feedback is suppressed by some email programs, the number of openings displayed in doo may differ from the actual number.

2.7. Click 

The recipient clicked a link in the email message. Each click is an individual email activity.

  • InterestedThe contact clicked on the invitation link “Subscribe”.
  • Declined: The contact clicked on “Declined”.
  • Undecided: The contact clicked on “Maybe”.
  • 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).

2.8. Booked

The contact clicked on an invitation link and successfully registered for your event in the same session.

3. Downloading the email activities

If you would like to download for example a filtered list of your email activities, you send yourself the current view via email as a CSV file by clicking on “Export email activities” in the upper right corner. Select a file name as well as the desired file encoding and confirm the export.

Depending on the amount of exported data, there may be a time delay until you have the CSV file in your inbox. You can now import it for example into Excel to analyse it. If the exported CSV file is not displayed correctly, please check that you have selected the correct file encoding when exporting it from doo and importing it into Excel.

In the exported list you will find all relevant data and IDs of the individual email activities as well as the respective user agent of each recipient, providing information about the device and the browser used by the contact. There are various online services with which you can interpret the individual user agents to find out on which device and in which browser the respective contact opened or clicked on your email.

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