Troubleshooting

Frequently Asked Questions

Does Marketing Email Send Emails Automatically?

No. It writes drafts and you approve them. Approving marks a draft approved and does nothing else. Sending is a separate Send Now click on the draft, it needs saved recipients, and it only works when your agency has turned outbound email on.

Can I Schedule an Email for Later?

No. There is no scheduling. The Scheduled tile on the Email page lists drafts queued for a later send, and nothing queues an email, so it stays empty. You send an approved draft when you are ready.

Does Every Draft Get a Brand Check?

Only when Brand checking is on. The check runs when you approve a draft, not when it is written. Brand checking has three modes, set in the Operator Console: In Enforce the check runs when you approve and a draft it rejects is held as blocked. In Warn it runs but never holds a draft back, and the rejection is recorded as warned. Off skips the check. Warn is the shipped default. See Brand Compliance.

Why Does Send Now Refuse My Approved Draft?

There are three common causes. The draft has no saved recipients. Outbound email is off for your agency. Or the brand check blocked the draft (Enforce mode) or recorded no result for it, so Send Now will not accept it. Make an edit to the draft (any edit sends it back to review) and approve it again.

Can I Ask for Another Subject Line?

Yes. Choose Regenerate Subject on the draft or in the more menu on the Email page. It rewrites the subject and preheader and leaves the body alone. You can also edit the subject by hand.

What Happens to the Recipient List After a Send?

The raw addresses are stored on the draft until the send completes. After that they are cleared, and only a fingerprint is kept so the audit record can show who the list was without holding the addresses.

Does the Agent Manage Lists or Run Drip Sequences?

No. You supply the recipients for each draft. You can draft each step of a drip as its own email, with its own topic and call to action, but the agent does not move people through a sequence on its own.

Why Does the Body End With a Name, Not "The Team"?

The writer is instructed to sign emails from a named person, because a personal sign-off reads better than a team sign-off. The name comes from your brand setup.

Common Issues

The Draft Is Blocked and I Do Not Know Why

What to check:

1. Open the draft. The flags from the brand check are shown with it.
2. If a flag names a claim, such as a performance figure, remove or soften it and approve again.
3. If the flag names missing footer or unsubscribe language, ask an administrator about the brand's setup.
4. If no flag is named, the check could not complete. Contact your administrator.

The Draft Does Not Sound Like the Client

What to check:

1. Confirm you chose the right brand in New Email, or left it blank on purpose.
2. Add source material, such as a previous send, so the writer has real examples.
3. Edit the draft by hand, or choose Regenerate Body.
4. If the tone is wrong across many drafts, ask an administrator to review the brand's voice setup.

The Send Failed

What to check:

1. Read the failure reason on the draft or on the card.
2. If it says outbound email is disabled, the agency has not turned sending on.
3. If it says the email connection is not set up, ask your administrator to check the connection under Connections in the Operator Console.
4. After it is fixed, choose Send Now again on the draft.

I Cannot Find the Slack Card

What to check:

1. Open the Email page. Every draft is listed there with its status.
2. Open your Work Queue. Drafts awaiting approval appear there.
3. If Slack is not set up for the agent, no card is ever posted.