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lauren_marsh
lauren_marsh
Contributor ⭐️⭐️
February 26, 2016
Solved

Use copilot to send "Operational" emails

  • February 26, 2016
  • 22 replies
  • 301 views
I see that with the latest release, or maybe before, you can flag emails as operational and they will bypass some opt out preferences.  Is it possible to use this feature in Copilot?  I can only find instructions on how to use it in the rules engine.  I'm honestly a little confused why you would use the rules engine to send an email also but how do I use that feature in Copilot?
    Best answer by gaurav_kotak
    To everyone interested in sending operational emails via copilot, I wanted to your feedback on what you think comprises of an operational email. We are looking to enable this functionality but obviously don't want to get you/us in trouble / black listed by email vendors. 

    At this point we are considering allowing enabling 'operational emails (no unsubscribe)'

    1. Any email sent via cockpit email tasks (semi-automation) are always operational 
    2. Any email sent via copilot with an embedded report can be sent as operational
    3. Any email sent via copilot which has a tokenized link can be sent as operational
    4. Any email sent as a 'daily trigger' where essentially comparing to a date, can be sent as operational
    5. Any email can be sent via copilot, but if number in outreach > 1000, the unsubscribe link is added. 
    6. to send operational email, the from address much be address of a CSM (or user) vs. a generic email address. 

    The motivation here is to ensure only operational emails are sent as operation and we believe emails that are heavily personalized (embedded report, tokenized link, from CSM, smaller batches) can be marked as operational and not have unsubscribe link. 

    Thanks,
    Gaurav

    22 replies

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    gaurav_kotak
    gaurav_kotak
    Expert ⭐️
    September 28, 2016
    Hi Jeffrey,

    1) Yes, if customer has opted-out of a non-operational email they will still get operational emails. This is being released in the next couple of weeks. Mind you, there is a limit on size of power list for 5,000 for operational email outreaches being sent. Over the next few months we will monitor usage patterns and tweak this as appropriate. Our guidelines for operational emails described below. Does this fit with you use case ?

    What qualifies as an operational email?

    An email that contains information specific to a customer or is sent based on a specific customer activity. A good rule of thumb is, would your customer be surprised if you told her that the email was sent manually by their CSM or Account manager? If the answer is yes, then it is probably not an operational email.

    Examples of operational emails:

    • Welcome email to a new customer
    • Reminder email for an upcoming renewal
    • An email with a report embedded with their usage data
    • An email with a request for feedback for a specific action they took, such as logging a support ticket.
    Examples of non-operational emails which should contain an unsubscribe option:

    • An email regarding your upcoming user conference
    • An email regarding a new product offering
    • Generally, any email sent to a large number of customers. We have placed a cap of 5,000 contacts.
    • An email to contacts or email addresses who are not paid customers.
    Of course there are some instances where it’s not obvious which category applies. In these cases, we recommend that you send the communication as non-operational email. You can also analyze the open and click rates, and compare them to other emails to determine which category these communications fall under. With the following examples, we strongly recommend the email comes from (from address) the customer success or account manager:

    • Annual NPS survey
    • An email regarding new product release or upgrade.

    2) In the future we have planned to have more categories so you can decide how to categorize and then recipients can decide what types of email they want. Of course we need to figure out a way to ensure that email content is consistent with the category it is in, so need some brainstorming. This is being evaluated but not planned through Q1. 
      jeffrey_dasilva
      jeffrey_dasilva
      Helper ⭐️⭐️
      September 28, 2016
      Awesome! Thanks for the detailed update.  This will work great for us.
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