Q: How do I create my first mailing list?
A: Click on “Lists” in the navigation, then click “Add New List”. Give your list a name and click “Create List”. You can then add recipients manually, upload a CSV file, or use our WordPress plugin to automatically add subscribers from your website.
Q: What format should my CSV file be in?
A: Your CSV file should have columns for email, first_name, last_name, and company. The email column is required – other fields are optional. Your file can have headers or not, and we’ll automatically detect it. You can also have multiple email addresses in the first column separated by commas.
Q: How do I add the WordPress signup form to my website?
A: Go to your list, click the API icon next to the UID, and download the WordPress plugin. Install it on your site via Plugins > Add New > Upload Plugin. Once uploaded, add your UID and configure which fields you would like to be displayed. Add the shortcode [mailshot_signup] to any page where you want the signup form to appear.
Sending Mailshots
Q: What are email credits and how do they work?
A: You have a monthly allowance of email credits that resets on the 1st of each month. Each email sent uses one credit. If you run out of monthly credits, any purchased credits are used. You can purchase additional credits from your Account page.
Q: What is a trust level?
A: Your trust level determines how many emails you can send immediately. If you try to send to more recipients than your trust level allows, the mailshot will be submitted for manual review before sending. This helps prevent spam and protects the system’s reputation.
Q: What is Auto-Send?
A: Auto-Send automatically sends your mailshot to new subscribers as they join your list. It’s perfect for welcome emails or onboarding sequences. Enable it from any Draft or Sent mailshot, and new list members will automatically receive that email once.
Q: Can I schedule a mailshot for later?
A: Yes! When scheduling a send, you can choose to send immediately or pick a specific date and time. Times are shown in your local timezone but we’ll send at the correct time wherever you are.
Q: Can I personalize emails for each recipient?
A: Yes! Use {first_name}, {last_name}, {email}, and {company} in your subject line or email content. You can also provide defaults like {first_name|there} which will use “there” if the first name is blank.
Tracking & Reports
Q: How does email tracking work?
A: We automatically track opens (when someone views your email) and clicks (when they click any link). We also track bounces and unsubscribes. All this data is available in the Reports section for each Mailshot.
Q: Why doesn’t my tracking show all opens?
A: Many email clients block tracking pixels by default for privacy. Open tracking typically captures 40-60% of actual opens. Click tracking is much more reliable since it requires an active action.
Q: Can I create a list from people who clicked a specific link?
A: Yes! Go to Reports for your Mailshot, click on any link in the Link Performance section, and you’ll see who clicked. You can then create a new mailing list from those clickers.
Managing Recipients
Q: What happens when someone unsubscribes?
A: They’re immediately marked as unsubscribed across your entire account and won’t receive any future emails from any of your lists. They’ll also be added to a global unsubscribe list to ensure they stay unsubscribed even if re-imported.
Q: What is a bounced email?
A: A bounce occurs when an email can’t be delivered – usually because the address doesn’t exist or the mailbox is full. Bounced addresses are automatically marked and won’t be sent to again to protect your sender reputation.
Q: Can I export my mailing list?
A: Yes! Each list has an “Export CSV” button that downloads all recipients including their subscription status and bounce information.
Q: How do I remove someone from my list?
A: Click on the recipient in your list view and click on the delete icon, or mark them as unsubscribed if you want to keep a record.
Technical
Q: Why did my email go to spam?
A: Common reasons include: new domain reputation, low engagement rates, spammy content, or sending too much too fast. We use SPF, DKIM, and DMARC authentication to help with deliverability. Start with engaged subscribers and gradually increase volume.
Q: Can I use my own domain for the “from” address?
A: Yes you can. You simply add your domain to the Domains list in your account section. We will generate a DKIM key for you to then add to your DNS, and then the system will use your email in the From address. If you have not gone through this process, emails are sent from our system domain (ml.tvgec.com) with your chosen name and reply-to address. This helps maintain our sending reputation and improves deliverability.
Q: What if I run out of credits mid-send?
A: We check credits before starting any Mailshot. If you don’t have enough credits, the send won’t start. This prevents partial sends.
