Why do our emails go into the client's junk/spam inbox?
This might mean your email security (SPF/DKIM/DMARC) needs updating. We recommend forwarding the help article below to your IT team, as they will be able to action this for you: Improving Email Deliverability.
It's very important to let us know once they have actioned this, as we will need to authenticate the settings on our end.
I can't see my email signature on the email merge, where is it?
Email signatures are pulled from your user profile when a merge is sent, so they will not be displayed in the merge editor while you are composing. As long as your signature is set up on your profile, it will be added automatically when you hit Send. For more on setting this up, see Email Signatures.
If I send an email merge to a contact with primary and secondary emails, do both receive it?
Yes. If a Contact record has both a primary and a secondary email address, both addresses will receive the email merge. Just make sure the second address is marked as Secondary on the record.
Do regular or bulk emails use marketing credits?
No. Direct and bulk email merges do not use marketing credits. Only Newsletters and SMS messages use credits, because of the third-party service that sends and reports on them. For more, see Marketing Credits.
How do I get more marketing credits?
The principal or account holder needs to email support@rexsoftware.com to request more, as it has a financial impact on your account. Credits are usually added within 24 to 48 hours. For more, see Marketing Credits.
How many contacts can I email at once with a merge?
A regular email merge is fine for a single contact or a small group, but we do not recommend using it for more than 50 contacts at once. For larger sends, use Newsletters, which include an unsubscribe link and help keep your emails out of spam folders. For more, see Spam Laws & Working Within Them.
Can I see whether a client has opened my email?
Yes. The email's stream item shows whether it has been opened, and clicking the opened link shows when it was sent, delivered and last opened. The Events tab shows any links the contact clicked. For more, see Email Engagement In Rex.
Why did my email or SMS fail to send, and can I resend it?
Open the message to see the error along the top of the merge. It is often something on the contact record or a lack of marketing credits. Once you have fixed it, click Resend Message, or Delete & Don't Send to remove it. For more, see Viewing Scheduled & Failed Messages.
Can agents see emails and merges sent by other users?
This is controlled by the Read Other's Mail Merges privilege. In an open office set up, agents can view merges sent by anyone in the stream; in a closed office set up, they only see their own. An admin can change this under Users & Security > select the user > Privileges > Switch to Advanced Privileges Mode > Mail Merge. If you use Rex's default Open Office or Closed Office roles, you won't need to change anything. For more, see Merge Permissions.
What does it mean when an email bounces or is marked invalid?
A bounce means the email could not be delivered, for example the mailbox is full or unavailable, the address does not exist, or it was blocked as spam. Rex adds the address to its bounce list and stops sending to it until you mark it valid or correct it, and it notifies you by email. You can turn these notifications on or off. For more, see Email Bounce Notifications In Rex.
How do I find contacts with invalid email addresses?
You can filter your Contacts to find invalid email addresses, making them easy to review and clean up. For more, see Filtering for Invalid Emails.
Can I schedule an email or SMS to send later?
Yes. You can schedule emails and SMS to send at a future date and time. For more, see Introduction to Scheduled Messages.
How do I get emails from my Gmail account to file automatically in Rex?
You can set your Google account to forward incoming emails into your Rex Email Dropbox, so they file automatically against the matching contact. For the setup steps, see Forwarding from Gmail to your Email Dropbox in Rex.