mail2 FAQs

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Objective: This article contains common questions regarding various elements within mail2 and its integration with Tessitura. Click on the question to be taken to the answer. Don't see a question you have? Contact us at mail2@lynch2.com.

General/Administrative

Why can't I see the Tessitura Integration bar at the top of my screen?

How does mail2 work with a consortium?

How do I manage my active contact level that I am being billed for?

Campaigns

Will patrons receive the correct performance reminder if we have two different productions on the same day? 

How do I insert special characters in my email campaign?

How do I insert an animated GIF in my email campaign?

Is there a way to save a campaign as a .pdf?

Is it possible to embed a video into the email campaign?

Why is the text in my campaign purple in Gmail?

Can we use custom fonts in our campaign?

Contacts/Lists/Fields

How do I resubscribe an unsubscribed contact?

How do I contact unsubscribed contacts regarding essential communications? (Cancellations, etc.)

What happens to my unsubscribed contacts?

What is the Prospect-to-Patron Path from mail2 to Tessitura?

Tessitura Integration

Why are we continuing to have exceptions for our Tessitura-integrated scheduled campaigns?

What happens if my Tessitura List Manager List contains Households?

What could cause a discrepancy between my records in the Tessitura List Manager List and what is imported?


 

Why can't I see the Tessitura Integration menu at the top of my screen?

This is because you are logged in to the non-integrated dashboard. In your URL, it will say  https://campaigns.mail2app.lynch2.com. However, it should be https://dashboard.mail2app.lynch2.com. You'll use https://campaigns.mail2app.lynch2.com to manage and edit users, as this is not accessible under https://dashboard.mail2app.lynch2.com for security purposes.

How does mail2 work with consortiums?

mail2 works fantastically with consortiums! Each member of a consortium is treated as its own distinct account and mail2 data is not shared among members. Every consortium is managed differently, so contact us if you have any specific questions.

Will patrons receive the correct performance reminder if we have two different productions on the same day? 

The short answer is: If you have multiple productions on the same day, use keywords in the criteria of two separate scheduled jobs to distinguish the productions. Because of the variety of ways in which seasons can be organized, if you have any concerns or questions beyond this, contact us and we can review the schedule and campaigns together.

How do I insert special characters in my email campaign?

Antonín Dvořák, Béla Bartók, Saint-Saëns are just a few of the less-than-straightforward names often required to include as creative credit in your emails. In the Full Email Editor, you can use the  to insert the special character. In the Smart Email Builder, it is best to paste the plain text of the character in the content window. Tip: If you often use special characters, create a plain-text Notepad or TextEdit shortcut file on your desktop with common names to more quickly copy.

How do I insert an animated GIF into my email campaign?

Animated GIFs are a great way to spice up your email content. They are engaging, entertaining and attract and hold attention. The first thing that should be noted with GIFs, is that not every email client supports animated GIFs. mail2 fully supports the use of animated GIFs (check out our example GIF), however in your testing you may find that the image simply does not move. If the GIF animates in the browser, it will animate where supported. If however, it is not animated, even outside of mail2, you will want to check the export settings of the GIF. Browsers and clients can be especially picky regarding file size and color tables. A higher dithering percentage translates to the appearance of more colors and detail - but it increases the file size. We have noted that the following email clients do support animated GIFs, however this is not comprehensive and can change at anytime. We highly encourage testing. 

Apple Mail
Outlook 2003
Outlook for Mac 2011
Windows Live Mail 2011
AOL Web
Gmail
Outlook.com
Yahoo! Mail
Android
Android (Gmail app)
Blackberry
iPhone

Is there a way to save a campaign as a .pdf?

At this time there is not a function within mail2 that allows you to save a copy of an email as a pdf. However, you can open the HTML in a software program that can export the content as a pdf. Click "View in Browser", save as an HTML file on your computer, open the file using Microsoft Word or similar, and then save as a pdf. The procedure may differ based on your browser or application.

Is it possible to embed a video into the email campaign?

While it is possible, we highly discourage it. This is because of inconsistent support across email clients and the amount of detail and work that's involved to ensure quality playback. We recommend creating a preview image with a play button overlaid linking to your video on Youtube, Vimeo, etc. Once clicked, the video will begin playback in the appropriate mobile app or browser at the appropriate size, no matter the device! By letting your video host handle the request, it saves you time and ensures quality video!

Why is the text in my campaign purple in Gmail?

Gmail turns your "quoted" text purple. If your copy is identical to previous tests sent to your Gmail account, the copy will turn purple. The purpose of this is generally for forwarded emails, replies, etc. For campaign testing, it can be very inconvenient! However, your contacts will not see the text as purple. You can test this by sending to a Gmail inbox that has not received any previous tests. You will see in that instance, the text will render as styled.

Can we use custom fonts in our campaign?

It should be noted that email clients/devices have the last word when it comes to fonts, not the sender (mail2). Not all email clients/devices support custom fonts and may replace your custom font with a basic serif or sans-serif font. Depending on how custom your fonts are, the differences between these fonts can be drastic. We have noted that the following email clients do support custom fonts, however this is not comprehensive and can change at anytime. We highly encourage testing. 

Apple Mail
Android (native email app)
iOS (native email app)
Outlook 2011 
Outlook 2016 (Mac)

How do I contact unsubscribed contacts regarding essential communications? (Cancellations, etc.)

Once a contact is unsubscribed, that contact is not able to be contacted through email. You can quickly pull a list of unsubscribed contacts by navigating to Contacts and filtering by status. You can then reach out to those contacts through other means. To discourage unsubscribes, we recommend creating a "Ticketing-Related Only Emails" list to place on your forms. You would then utilize this list as a suppression list for every email campaign with the exception of urgent and necessary situations. If you are deploying the urgent email as a Tessitura-scheduled campaign, you would not need to use the list as the contacts are coming from Tessitura. Because these contacts are on the list, they are active, and will therefore receive your communications as needed. 

What happens to my unsubscribed contacts?

Unsubscribed addresses purposely stay in mail2 so they are permanently suppressed from receiving email. They are subtracted out of your contact quota so you are not charged for storing them in the database

You can also have active addresses in mail2 that are not subscribed to any of your lists. These are usually people who have updated their preferences and removed their address from all lists, but did not unsubscribe. They are basically indicating that they don't want to receive marketing emails from your organization, but they are allowing you to keep them in the database because they are willing to receive certain customer service emails like performance cancellations, traffic advisories, etc.

Why are we Continuing to Have Exceptions for our Tessitura-Integrated Scheduled Campaigns?

While you will want to consult with your IT and/or Database team to know the exact reason, the "timeout" is the most commonly encountered exception. This is when your Tessitura database does not respond quickly enough to your Tessitura API server, and therefore cannot send mail2 the appropriate data to deploy the campaign. The two common reasons why you may be experiencing a timeout are:

  1. There are multiple performances for the date range. For each performance returned in the dataset, the database also has to return all the ticketholder information as well. If there are many orders for those performances, the time it takes to retrieve that information goes up exponentially. You can resolve this by using performance keywords (e.g. matinee, evening) to reduce the amount of data Tessitura has to return. Because it is now searching for performances in a more exclusive manner, it will return less data and therefore take less time and reduce the chances of a timeout.
  2. The timing of the job(s) occurs during a busy time for Tessitura. For instance, if web sales are high in a short amount of time and the box office is at high capacity, and someone is also running a large report, the database performance is going to slow down. You can resolve this by working with other departments to reduce the burden on Tessitura database during the time of your scheduled job, or choose to schedule the job outside of normal business hours.

In any case, you will want to work with your IT and/or database team to understand exactly why an exception is being thrown and work with them to resolve the issue, as this is local to your servers.

What happens if my Tessitura List Manager List contains Households?

If the household has an email address associated with it, and an individual within that household is also a record in the list with the same email address, either the household record or the individual record will be processed, but not both. This is why we recommend to only include individual records in your mail2 List Manager Lists. This is true of any duplicate email address, whether or not they exist in the same household - only one record per email address will be imported. This can be one reason for a discrepancy between the number of records in your List Manager List and the number of email addresses imported into mail2.

What could cause a discrepancy between my records in the Tessitura List Manager List (TLML) and what is imported?

While on the surface it may seem reasonable to expect a 1:1 match between the number of records in your TLML and the number of records in your mail2 list, it is important to understand there are factors that will always cause these two numbers to differ. Your TLML is comprised of unique constituent records. mail2 is processing unique email addresses. These are two entirely different metrics. In your TLML, you could have duplicate individual records, you could have households with the same email address as individuals within that household, etc. There are a number of reasons why the discrepancy can be small or large, first and foremost due to the criteria of your list and hygiene of your Tessitura database.

The final number of records that end up in your mail2 list is the number of unique email addresses that exist on the records from your TLML that are not in apparent hard bounced status or unsubscribed from your organization.

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