Email Engagement Setup

Sending Emails in UserIQ

In addition to in-app tours, announcements and tooltips, you can reach out to customers via email engagement in UserIQ. 

Under Engagements, click “Create Email Engagement”.

The email feature is similar to other Engagements and allows you to create and customize an email that can be directed to a specific audience based on the segment. The users’ response to the email engagement is captured in UserIQ, allowing you to see how your users have interacted with the communication.

Steps to take before sending emails

First, you’ll need to take some steps to ensure your customers know your emails are authentic. We use an email service called Mailchimp, which requires a custom domain authentication so when Mailchimp sends the email it contains your domain in the sender detail section.  

Step 1) Setting up the DKIM record

Go to your DNS provider portal and add a new “CNAME” record. DNS stands for Domain Name System. The main function of a DNS is to translate domain names into IP addresses, which computers can understand.

You will want to add “mandrill._domainkey.<insert-domain-name-here>” in the name field. (eg; mandrill._domainkey.<insert-domain-name-here>.com)

The next step will be to add the following in the domain name or “value” field: “Dkim.mcsv.net”

Below is an example of a correctly set up DKIM record:

Step 2) Setting up the SPF record

Go to your DNS provider portal and add a new TXT record. You will want to check first to see if you already have a TXT record called: “<insert-domain-name-here>.com”

If you already have a TXT record, you can modify that record to ALSO contain the following: “v=spf1 include:servers.mcsv.net ?all”

The important portion here is the “include:servers.mcsv.net” as there’s a high chance your other email providers requested this change already. Below are some example screenshots to help guide you through adding/editing the new or existing TXT record:

Step3) Verification

The final step is verification. In order to successfully complete this step, you will need to need to;

1. A) Simply create a free Mailchimp account using an email with a domain used in the above first few steps (go to mailchimp.com).  Please note, the setup does request a credit card be entered. However, there is no charge.
2. B) Reach out to [email protected] via an email/ticket and share the domain your team has used in the above steps – do let us know that you are reaching out regarding the final verification step.

Once you have done A) and B), our support team will then send you a verification email, which you will need to forward to the email address that the support team specifies in their response to the ticket, without opening the verification links.

Once we receive the verification link that you have forwarded, our team will verify and ensure that the setup for the DKIM, SPF records and verification has all been carried out correctly, before giving you the green light for creating and using email engagements!

Creating your first email

Once the setup process has been completed, you can get started creating your email engagements. Head over to “Engagements” > select “create an engagement” > then select “Email”. You’ll see two options for email campaigns:

1. Default (Text only) – Choosing this option will allow you to set up an email engagement that would only display text content of your choice to the chosen segment.
   
   
2. NPS Survey – Choosing this option will allow you to set up an email engagement that would ask users what rating, on a scale of 0-10, they would give for the question you have customized and asked as part of this type of email engagement. (Typically clients use these to gauge user sentiment via email on a specific kind of service or product)

Regardless of the type of email engagement you choose, you may follow the below guide to make sure you set it up correctly;

“Summary” section: Engagement name 

Make sure to name the email engagement appropriately or as per your liking.

“To/from” section: Segment

All email engagements are sent to users with email addresses from a specific segment. Verify that the correct segment is selected or create a new segment that fits your target audience for this email.

“To/From” section: Default Reply-To Email Address

The “From” address being displayed here would be the default reply-to email address that you just set up under Site Settings. If you would like to modify it, all you need to do is navigate to Site Settings -> Email Configuration and update it.

“Content” section: Subject, Preview, Header image, and Body Content

Fill in the appropriate fields with the email subject and the body content of your email engagement. You may also choose to include a header image if you’d like. 

Emails can use HTML, so if the default content editor is lacking, the content’s HTML can be manually edited by clicking on the <> icon. You can also set a Preview for your email (less than 50 words) to improve click rates.

“NPS Landing” section: Appearance and content (only for the NPS Survey email engagement)

If you have chosen to create an NPS Survey email engagement, you will see this one other tab with the appearance and content sections to be completed. Here, you can choose to customize the colors of the header, body, text, and buttons and the content section here allows you to customize content that you’d like to show to users who respond different; Promoters (8-10 rating), Passives (5-7 rating) and Detractors (0-4) once they have left the rating.

“Review” section

Once the email engagement is set up, you can then preview how that looks on the Review tab by clicking on the “Review >” button. If everything looks OK, you can go ahead and click “Save Engagement”.