FAQ

19. How time zones affect timing when a sequence sends out emails? With Revenue Engage your recipients will never get an email not within business hours of every each of the recipient. There are multiple controls are in place to prevent such occurrence.

First and foremost, every sequence sends every email within hours you specify in Schedule. Schedules has nothing to do with timezones yet.

But when another email is getting ready to go out, Revenue Engage first checks prospect's country specified in Salesforce and makes sure to send an email according to Schedule in the country's time zone.

If Country field for the recipient is blank in Salesforce, then Revenue Engage will send the email according to preferred Sequence's time zone in the settings
18. How to create flashy HTML templates? HTML rich emails can grasp attention of recipients and ignite interest to your product. In Revenue Engage you can create such email type of steps when building a Sequence. For your convenience you can also create such a template and reuse it when needed. In order to create a template, use third party HTML email builder (e.g. beefree.io). Such HTML email builders all have export HTML code option to extract the completed email. Once you have the code in the clipboard, let's import it into Revenue Engage:

1. Go to Templates, through the left hand side navigation panel
2. Click
3. In the opened email editor, click icon on the toolbar.
4. In the opened Source Code window, paste the extracted HTML code from the third party HTML email builder website, and click Save. Now the email will appear in the editor. Save the template and reuse it when building new email type of steps for your Sequences.
17. How email opens and link clicks get counted? There are 5 screens in Revenue Engage which show how many times prospect(s) opened your emails and clicked on links which you add to the text of those emails. Here It is explained how exactly email opens and link clicks get counted on every each of the screens.

1. and 2. People page / Prospect profile

This is total count of unique emails that a prospect opened, and total count of unique links that a prospect clicked across all sequences.

Opens if a prospect opened the same email multiple times, then it still counts as one
Clicks if an email contains multiple links and a prospect clicked them all, then count of clicks will be higher than count of email opens

3. Sequence → Recipients tab

This is count of email opens and link clicks within the sequence.

Opens if a prospect opened the same email multiple times, then it still counts as one
Clicks if an email contains multiple links and a prospect clicked them all, then count of clicks will be higher than count of email opens

4. Sequence → Analytics tab (Metrics)

This is count of unique prospects that opened at least one email, or clicked on at least one link within the sequence.

Opens if a prospect opened all emails of the sequence, then it still counts as one
Clicks if a prospect clicked on multiple links within an email, it's still counts as one

The percentage shows relation to number of prospects that were contacted by this sequence. If a prospect was added to the sequence but hasn't been reached out yet, then it doesn't get into calculation of the percentage.

5. Sequence → Analytics tab (Graph)

This is count of unique prospects who opened an email, clicked a link on a certain step of the sequence.

Clicks if a prospect clicked on multiple links within an email, it's still counts as one




16. How to pass along your Revenue Engage Signature to a teammate? Revenue Engage supports very sophisticated signatures, which you can either build using formatting tools or import from an email client. If you want to pass it along to a teammate so he/she simply changes his/her name and contact details but preserves the format which you have built, then share the source code of the signature.

1. Go to Settings -> Signature
2. Click the Source Code button on the toolbar
3. Select the whole html code and copy it to clipboard (Ctrl+C)
4. Send the html code to a teammate to paste (Ctrl+V) it to the same Source Code editor and click Save
5. Now the signature appears in the signature text editor area in the exactly same format. Change name and contact details and click Save.

For more details about Revenue Engage Signatures, refer to the article.
15. How to import your MS Outlook signature into Revenue Engage? 1. Go to Outlook->File and in the Account Information area, click on the link "Access your account on the Web:"
2. In the opened browser, go to Sent Emails folder and pick any email with your signature in it
3. Select the signature with a cursor and copy it to clipboard (Ctrl+C)
4. Then go to Revenue Engage -> Settings -> Signature, and paste (Ctrl+V) it into one of the text editors: Default or Alternative Signature.

The format of your signature will be preserved when copied from Web page, rather than when copied from desktop version of Outlook.
For more details about Revenue Engage Signatures, refer to the article.
14. How not to get flagged as SPAM when sending emails in bulk? Here are a few key recommendations you should follow when sending many emails to avoid getting flagged as spam, whether by spam filters or by recipients.

Recommended

• Personalized subject and greeting will be considered as a good sign
• Reputation of a sender grows when a sender sends a sequence of emails with requests to response
• Add links to body of your email. All the links must be directed to the same domain (doesn't apply to social media outlets)

Not recommended

• Sending promo-emails where images prevail text
• Using link-shortening services (email clients usually consider it as phishing)

Forbidden

• Sending attachments in the first email. Attached files can be sent only if there has been a reply to your email

Sender domain security

• Comply with Sender Policy Framework (SPF) - an email authentication method. Sender's security on the record indicates the IP and services from which emails are allowed, DKIM and DMARK records in the configuration of your domain for mail.

SPF description and recommendations from Google  
DKIM description and recommendations from Google  
General Outlook Recommendations Outlook postmaster 
 

Parameters that indicate level of trust in Office365

SPAM confidence level (SCL) in Exchange Online Protection  
Configure anti-spam policies in EOP
  
The percentage of spam complaints should not exceed 0.5%   

Rules of email servers regarding Unsubscribe links

• Not required in case of one-to-one correspondence 
• It is must have if an email has signs of bulk reach out

For the sender's reputation, it is better if a recipient unsubscribes rather than marks an email as SPAM. 

13. How to deal with bounced contacts? It happens that once the first step of a sequence gets executed, you receive several bounced replies. One of the reasons you get bounced replies is email addresses have been misspelled in Salesforce. So what to do in that case? The best practice is:

1. Go to the original Sequence->Recipients tab, and filter by "Bounced". Now you have a list of exact prospect who have been bounced.






2. Fix their records in Salesforce or remove unneeded once via the More Options icon





3. Clone the original Sequence on the Overview tab






4. Then on the Recipients tab of the original Sequence, select all prospects who are bounced, then click the More Options icon in the upper right hand corner of the tab, and click Add. In the appeared pop-up, select the cloned sequence.

12. How to use "Send test email" functionality? You can send a test email to yourself in order to eyeball how recipients will see your message. This function is available when replying to emails on the Engagement Planner, and when creating an email type of a step.

In order to send a test email, you should first the enter preview mode by clicking icon on the left-hand side of the toolbar above the text editor.


Once you do that, a clickable button Send me a test email will appear next to Send/Save and Discard buttons under the text editor:


Click Send me a test email and you will receive the email within a minute.
11. Scenarios when targeted contacts forward your email to someone else Roles:

1. Revenue Engage (RE) user from whose inbox the sequence is sending emails. See sequence level setting called Email are being sent on behalf of for more details
2. Jim is being engaged by your sequence.
3. Tom has never been in any of sequences of anyone in your organization.
4. Megan have been engaged by other sequences, thus listed on Revenue Engage People page

Scenario 1.

Jim receives an email generated by the sequence, keeps RE user in To/Cc field and forwards it to Tom.
Result: RE user gets a new Notification or Reply on the Engagement Planner for Jim, and all sequences Jim is engaged in get paused.

Scenario 2.

Jim receives an email generated by the sequence, forwards it to Tom without RE user in To/Cc field. Then Tom adds RE user to To/Cc field and replies to the forwarded email.
Result: RE user gets a new Notification on the Engagement Planner for Jim, and all sequences Jim is engaged in get paused.

Scenario 3.

Tom composes a new email, adds RE user to To/Cc field and sends it to Jim and.
Result: RE user gets a new Notification on the Engagement Planner for Jim, and all sequences Jim is engaged in get paused.

Scenario 4.

Jim receives an email generated by the sequence, keeps RE user in To/Cc field and forwards it to Megan.
Result: RE user gets a new Notification or Reply on the Engagement Planner for Jim. RE user gets a new Notification(or Colleague’s Reply if Megan and Jim are in the same sequence). All sequences Megan is engaged in get paused.

Scenario 5.

Jim receives an email generated by the sequence, forwards it to Megan without RE user in To/Cc field. Then Megan adding RE user to To/Cc field and replies to the forwarded.
Result: RE user gets new Notifications on the Engagement Planner for Megan and for Jim. All sequences Megan is engaged in get paused.

Scenario 6.

Megan composes a new email to RE user, with Jim in To/Cc field.
Result: RE user gets new Notifications on the Engagement Planner for Megan and for Jim. All sequences Jim is engaged in get paused.

10. What data get synchronized from Revenue Engage to Salesforce? Emails:

You can have all Revenue Engage incoming and outgoing emails automatically saved to Salesforce as Tasks linked to relevant Contacts or Leads. There are two ways to enable email auto-saving:

1. Go to Sync settings page via the Revenue Inbox sidebar (Settings Dashboard will be opened in a new Web browser tab) → Detailed Settings → ...and enable toggle next to 'ENABLE AUTO-SAVING' in ACTIVITIES SYNC SETTINGS section. Refer to this article for more information about sync settings

2. Alternatively, you can have emails auto-saved automatically if such feature is requested during Revenue Engage implementation.

Hint

Auto-saving happens along with the next synchronization session. By default every 30 minutes unless manually forced on the Sync Settings Dashboard.



Calls:

By default, all calls which get logged on To-do tab on the Engagement Planner get created in Salesforce during the next Revenue Inbox Synchronization session.





9. What are benefits of using Salesforce Campaigns with Revenue Engage Sequences? Since there is no direct way to import recipients from a CSV file to your RE Sequence, Salesforce Campaign acts as a convenient tool to achieve that. Follow the steps:

On Salesforce side:

1. Go to Campaigns page and click in order to create a new campaign.

2. When created, open the campaign and click "Import Leads and Contacts". You'll be redirected to Salesforce Data Import Wizard, where on a certain step you are able to specify CSV file you want to upload leads from. It's very intuitive. For more details about the wizard refer to this article.


3. Go to Leads page.


4. Create new List View.





5. In Filters, pick your new campaign in the "Filter by Campaign Name" field so the List View includes only those who are members of the campaign.



On Revenue Engage side:

6. Go to Recipients tab of a Sequence which you'd like to add the leads to.

7. Click button in the top-right corner of the tab.

8. Choose "Import views from Salesforce" and pick your newly created List View from the list.

8. How to add an unsubscribe link to an email? In the text editor, whether when creating an email type of a step or when creating a template, do following:

1. Put a cursor to the end of your email where usually unsubscribe links appear

2. Type "{{" so a dropdown with Merge Field values appear

3. Choose "Unsubscribe Text"


The Merge Field tag will be replaced with a premade unsubscribe text which you can add/edit in Settings→Unsubscribe

Preview the result when creating an email type of a step

In order to preview how your message will look after a merged value is in:

1. Press on the left-hand side of the toolbar

2. Then choose a recipient whom you want to eyeball the end-view for (if you haven't added recipients to the sequence yet, then "To:" field will show John Doe as a placeholder)



7. What is Person Status in Revenue Engage? As soon as imported to Revenue Engage, every prospect gets assigned to "Just added" status and then changes depending on prospect's behavior within a Sequence. Person status helps to identify on what stage a prospect currently is. Some status changes are automatic, while others initiated by Revenue Engage user.

For example, status lifecycle may develop from "Just added"→"Not contacted"→"Approaching"→"Success". For detailed information about every status, refer to this article

When a prospect’s status changes in Revenue Engage, it may get reflected in Salesforce according to custom mapping.

6. How Revenue Engage acts when a CC-ed recipient replies to my email? A lot depends on who has been added to CC field:

- a main recipient's colleague who is also enrolled into the same sequence

- anybody else


In case if you receive an email from CC-ed recipient, who is a main recipient's colleague and also enrolled into the same sequence:

Such email appears on the Notification tab on the Engagement Planner, which you may reply to or dismiss. Meanwhile for your main recipient, 'Colleague’s Reply' item gets created on To-dos tab on the Engagement Planner. Such item pauses a sequence for the main recipient until processed manually.


In case if you CC-ed anybody else:

Such reply, even if it's an auto-reply or a bounce, will appear on Notification tab on the Engagement Planner and a sequence for the main recipient will not be paused.


Important

Select 'Create task on reply from same company' checkbox in Sequence's Settings in order to intercept such occurrences.

5. How to Opt-out a recipient from a sequence's outreaches? There are a couple of ways to do that, on Sequences' Recipients tab or via the Sidebar Widget or on the recipient's profile page.


On Sequences' Recipients tab

1. Go to Sequences page→Sequence name→Recipients tab

2. Select a checkbox next to a recipient who you want to opt-out

3. Click the appeared icon on the upper right-hand side, and choose Opt-out


Via the Sidebar Widget

1. Open the sidebar by clicking on the right-hand side on the Engagement Planner or Recipient's profile pages.

Once opened, you'll see Sequence Widget on the bottom of the sidebad, where all sequences a recipient is engaged into will be listed



2. Click next to a sequence which you want to opt-out a recipient from

3. Choose Opt-out from the menu


On the recipient's profile page - this opts out a prospect from all sequence he/she is engaged into.

1. Go to recipients profile by clicking on prospect's name wherever it is clickable: On the Engagement planner page, Recipients tab of the Sequence, or on the People page

2. Click Opt-out in the Overview area




4. How to insert a signature into an email?
You can add a pre-made signature via one of the Merge Fields tags.

1. Put a cursor where you want a signature to appear in the text (whether when replying from the Engagement Planner or creating an email type of a step)

2. Type "{{"

3. In the appeared dropdown choose 'User signature' or 'User Alternative Signature', depending which signature you want to use. Refer to this article for details.

{{Auto inserted Signature}} merge field tag

Keep in mind that based on selected preferences of auto-adding a signature to sequence emails in signature settings, you may see a special tag, {{Auto inserted Signature}}, in the email body editor when creating or editing an email type of step.


Preview the result

Merge field tag will be replaced with one of pre-made signatures saved in Settings→Signature tab.
1. Press in order to preview how your message will appear to recipients

2. And if you just adding an email type of a step, then you should also choose a recipient from "To:" field whom you want to eyeball the end-view for (if you haven't added recipients to the sequence yet, then "To:" field will show John Doe as a placeholder).


3. How to use Merge Fields?

1. Put a cursor where you want an auto-inserted value to appear in your message in a text editor

2. Then type "{{" so a dropdown with values appears

3. Choose a desired one by clicking on it or type the value




Alternative way...

1. Put a cursor where you want a value to appear

2. Instead of typing "{{", use icon on the toolbar of the text editor

3. Choose a desired one by clicking on it





Preview the result

1. On the toolbar of the text editor, press icon in order to preview how your message will appear to recipients

2. And if you just adding an email type of a step, then in order to preview the merge field input, you should also choose a recipient from "To:" field whom you want to eyeball the end-view for (if you haven't added recipients to the sequence yet, then "To:" field will show John Doe as a placeholder).




Additional info

While previewing, merged values will be highlighted: Yellow indicates that relevant data was retrieved successfully; Red indicates that relevant data is not populated in Salesforce for this prospect.


When it's red, meaning not able to fill the value, the automated email will not be sent out and the sequence for this prospect will be paused. In order to let you know about the issue, RE will notify you on Engagement Planner's To-Do tab so you resolve the issue either by editing body of your message manually (e.g. removing the merge field tag) or by populating the value in Salesforce so RE can pick it up.

Commonly used merge fields are: Lead/Contact name, company name, RE Sequence owner name as well as your email signature and unsubscribe link.

2. How to pause a Sequence for a specific prospect?

There are multiple ways to pause a sequence for a recipient. One of the ways is to perform this action on People page.

1. Go to People page

2. Search the prospect(s) who you want to stop a Sequence for

3. If it is a single prospect, then click icon and click Pause; if you are trying to pause a sequence for several prospects, then you will have to perform Mass action: Select the checkboxes and click icon appeared in the upper right corner of the page, and click Pause


Also there is a similar way to pause a sequence for prospect(s) on the Recipients tab of a Sequence and via the Revenue inbox Sidebar
1. How to add a prospect to a Sequence?

There are a couple of ways to do that, on Sequences' Recipients tab or via the Sidebar Widget.


On Sequences' Recipients tab, to which you get from Sequences→Click on a sequence you want to add a recipient to→Recipients tab

1. Click button in the upper right-hand corner

2. Then in the appeared dropdown menu; choose where do you want to add recipients from.

You may add:
• all contacts from a certain Salesforce view
• handpicked contacts from a certain Salesforce view
• prospects from People page, who have been imported to Revenue Engage earlier
import from a CSV file from your local computer




Via the Sidebar Widget, which you open by clicking on the right-hand side on Engagement Planner or People pages. Once opened, you'll see Sequence Widget on the bottom of the sidebad. Click in order to choose an existing Sequence from the opened dialog box and click