eNudge Frequently Asked Questions
Email Functionality
- Can I include attachments in my emails?
- Can I upload my own images to be included in my emails?
- Can I get help to create a HTML email template?
Message Delivery
- Why do emails bounce?
- Why do some bounced messages arrive in my Inbox?
- Will I know that an SMS has been delivered?
International
- Can I send an SMS message to an international mobile phone number?
SMS Replies
- Does it cost me anything to receive an SMS reply?
- What happens to the reply?
- Can the recipient reply more than once?
Uploading & Downloading my Contacts
- Why am I getting errors on the email address format?
- Can I quickly update all my contact records currently stored in eNudge?
Custom Contact Fields
- Can I add my own custom fields to my email or SMS campaigns?
Opened Email Tracking
- Why are some emails showing as not having been opened, when I know that the recipient has opened my email?
Unsubscribing
- Can I remove the unsubscribe option from the bottom of my emails?
- Can I remove the unsubscribe option from the end my SMS messages?
URL Click Through
- What is Click Through Rate?
If your question is still not answered, we are very happy to assist you. Please either call or send us an email with your query.
Can I include attachments in my emails?
Yes you can! You are restricted regarding the size and type of attachments to ensure that your emails will be successfully delivered. Attachments cannot be any greater than 1Mb in size, and must be one of these types: .jpg, .gif, .png, .bmp, .tif, .doc, .xls, .pdf, .txt or .ppt
Can I upload my own images to be included in my emails?
No, but you can include as many images in your emails as you wish by simply linking to them by their internet address. If there is a specific image you would like added to your emails, by all means email it to us and we will arrange for the image to be hosted on the internet for you, at no charge.
Can I get help to create a HTML email template?
Certainly - we would be very pleased to help you by creating an HTML template to complement your business logo, and make it available as a template
in your eNudge account. Our hourly rates are very competitive, and our turnaround time is rapid - you could expect to have an email template created for you for
under $100 AUD.
Back to Top
Why do emails bounce?
Emails may bounce for any of a number of reasons including non-existent email address, recipient's inbox is full at the time you send the email, a mail server handling the email is not operating correctly at the time of sending the email. Because of the numerous possible reasons, we will take different action depending on the reason that the email has bounced. We will never send again to an email address that does not exist. In all cases, we recommend that you get in contact with your contact to verify that you have the correct email address, and that all systems are working fine their end, before trying to send your email again.
Why do some bounced messages arrive in my Inbox?
Some email servers are set up such that the bounced message is actually sent as an email to you rather than a server response to the invalid email attempt. Because we want all replies to your email to go directly to you, we can only record the cases where the server responds with a bounced email error. We recommend that you remove or amend the invalid contact record so that we don't continue to send to the email address. Continually sending an email to a bounced email address can cause you to be identified as a source of spam, and reduce the likelihood of your email being delivered.
Will I know that an SMS has been delivered?
Yes. We record the response received to every SMS that is sent out. We use Australia SMS carriers, and therefore we are able
to provide guaranteed delivery and full SMS tracking for every SMS you send. Cheaper SMS carriers use less reliable international
networks and cannot guarantee delivery, or how soon it will be delivered. Depending on the number of SMS messages in your campaign,
you can expect your SMS message to be delivered within 1 - 2 minutes of sending.
Back to Top
Can I send an SMS message to an international recipient?
Yes, and the cost is still just 16c per SMS. We are using high quality Australian carriers to initiate the message, (not
lower grade and usually cheaper international networks), giving you much greater reliability in the delivery of your messages.
Please talk to us about your particular destination, and we will ensure that we provide full coverage for all your SMS destinations.
Back to Top
Does it cost me anything to receive an SMS reply?
No. Replies are handled completed free of charge to you as a customer of eNudge. The person sending the SMS will be charged their standard SMS cost by their phone provider.
How much does it cost a recipient to reply to my eNudge email?
It costs just the price of a standard SMS message according to the recipient's current communications network plan.
What happens to the reply?
We will store the reply with your campaign contact record, so that at any time you can see the contents of the reply in your online report, and also it will be included in the Campaign Report that is emailed to you at the frequency you set on the campaign.
In addition, if you choose to have the replies emailed to you, you will also receive any replies to your SMS messages in the inbox of the specified Reply To email address.
Can the recipient reply more than once?
Yes they can. Only the most recent reply will be stored in the campaign contact record, however, if you have replies
delivered to an email address, you will receive all the replies.
Back to Top
Why are some emails showing as not having been opened, when I know that the recipient has opened my email?
Some contacts will have their email software configured to not download images, as a measure to try and avoid infection by viruses. We track that your email has been opened when the email recipient views an image of a line automatically included in your emails. Accordingly, if the recipient has disabled the display of images, and does not choose to download images when they open the email, we do not know that it has been opened. For this reason, and also because of statistics which show increase in response rates to emails that include images, we recommend that you include multiple images in your emails to increase the likelihood that the recipient will choose to download images.
If recipients do not have image downloading activated, but click on the URL in your email, we will know that they have
opened your email, and in that case both the click through and open event will be recorded at the same time.
Back to Top
Can I remove the unsubscribe option from the bottom of my emails?
In order to comply with the Spam Act we must give recipients of your emails the ability to no longer receive your emails. Accordingly, you are not able to remove this option. Should any of your contacts choose to unsubscribe from your email list, they will be given the opportunity at that point to pass feedback onto you regarding their reasons. This will help you to improve your communications and relationship with that person.
Can I remove the unsubscribe option from the end my SMS messages?
In order to comply with the Spam Act we must give recipients of your SMS messages the ability to no longer recieve your SMS messages.
Accordingly, you are not able to remove this option. Contacts will appreciate the ease with which they can unsubscribe. However, as you
will be gaining consent from the recipients before sending your SMS messages (in compliance with the Spam Act 2003 Australia) the rate
of unsubscriptions should be very low.
Back to Top
What is Click Through Rate?
The Click Through Rate is a ratio of the number of emails where the URL link inside the email is clicked to the total number of opened emails. This will be expressed as a percentage. For example if 30 emails were opened, out of a campaign of 50 emails, and of the 30 emails opened, 10 recipients clicked on the URL contained within the email, to go through your website, then the Click Through Rate will be 30%.
For more information regarding benchmarks for click-through rates and other measures, please refer to our Publications.
Back to Top
Uploading & Downloading my Contacts
Why am I getting errors on the email address format?
When you upload your contact data to support your campaigns, eNudge checks the format of certain information to make sure that it is valid. For example, all email addresses must contain the @ symbol just once, and must have at least one period after the @ symbol. If any of your email addresses do not meet this criteria, you will receive an error and that particular contact record will not be saved inside eNudge. Similarly mobile phone numbers must meet certain criteria, for example not contain any alpha characters.
Can I quickly update all my contact records currently stored in eNudge?
Yes. You may like to start by Exporting all the eNudge contacts to a CSV file, then edit them in Excel or your favourite
text editor. Alternatively, you can create your own CSV file in Excel or a text editor, including just the fields that you want
to update, but making sure you include either the email address or mobile phone number for each record. In both cases, you need
to use the Custom Upload Option in Contact Management, making sure you tick the box to update existing contacts.
Back to Top
Can I add my own custom fields to my email or SMS campaigns?
Yes you can! Once you have set up your campaign, add your recipients in the Manage Recipients screen, using the custom upload option, and include your additional fields in your CSV file alongside either the mobile phone number or email address for each contact. When you preview your campaign, you will then be able to add the custom fields using the field personalisation drop down list.
At the same time as you are adding your custom fields, you can also choose to update your contacts with any other standard
information by choosing Update Existing Contacts option.
Back to Top