FAQ

Get answers to your questions quickly with our FAQ section. Explore common queries and find solutions effortlessly, ensuring a smooth experience with Smart Engage.

• What is Considered a Subscriber?
• How Are Your Inbox Rates So Great!?
• What is the 24 Hour Facebook Messenger Rule?
• What browsers do Push Notifications support?
• What is Mobile Mailer?
• What is a Brand Avatar?
• Where can I Find My Brand Avatar's Tracking Code?
• How Do I Add The Tracking Code to my website?
• How Do I Add TXT Records for SPF and DKIM?
• Where is SmartEngage Hosted?
• How Do I Add Team Members to Manage My Account?
• Why is my Facebook Messenger Chatbot not working?
• Why Web Push Notification Delivery Rate Might Be Lower Than Expected
• How to Unarchive a tag
• What are Unsent messages?
• Why isn't Customer Chat Lead Magnet visible on website?
• Adding an Admin to Your Facebook Fan Page
• Do you have any Pre-made Chatbot Templates?
• How Do I Add Team Members to Manage My Account?
• How to Disable Notifications From Facebook Page?
• Creating / Managing Tags
• Missing Images in an Email Client
• How do I change my time zone?
• Why do I need my own domain to send email?
• Do You Have an Affiliate Program?
• SmartEngage Email Whitelist Instructions

What is Considered a Subscriber?

Here at SmartEngage, we believe that a subscriber is a person.  That person may have multiple methods in which you use to contact him/her, but it is still just a single subscriber.

This means that if you have an email address for a subscriber as well as their Facebook Messenger and Push Notification contact details - we will still only count this as 1 Single Subscriber. 

We also do not double count subscribers across different Brand Avatar accounts.  This means that if you have Dave as a subscriber on your Brand Avatar page for Yoga Fitness and Dave also appears as a subscriber on your Brand Avatar page for Anti-Aging skin cream - He is still only considered 1 subscriber for your account.

4 Platforms = 1 Person = 1 Subscriber

How Are Your Inbox Rates So Great!?

Thanks for noticing :)

We know that email marketing isn't easy and that's why we sought the experts when building SmartEngage. We have partnered with the industries top emal marketing professionals in order to provide the highest inbox rates possible. 

We take a multi faceted approach to maintaining our extremely high inbox rates.

Step 1: We first require customers of SmartEngage to add TXT records for DKIM/SPF records.  Without getting too fancy, this is just a simple way to maximize your trust and deliverablity.

Step 2: Next we use an automatic list hygiene algorithm. Some cleaning services focus only on determining whether the emails on your list are valid or invalid, some focus only on catching spamtraps and other bad threats. SmartEngage focuses on everything: invalids, spamtraps, bots, role accounts and much more including dormant accounts - the ultimate key to deliverability at the biggest email receivers. Here are the main points we focus on:

A. Find and Remove Dormant Accounts - Dormant accounts are email addresses at the top mailbox providers that USED TO BE GOOD but were then abandoned by their owner (probably because of receiving too much email). These mailbox providers (like Gmail, Yahoo, AOL and Microsoft) then REACTIVATE those old, dormant accounts with the express purpose of catching email marketers who have not removed them from their lists after being warned for 6 months to do so. (Sneaky, sneaky.) Sending marketing emails to dormant accounts is probably one of the WORST things you can do for delivery

B. Find and Remove Spam Traps - Spam Traps are email addresses created for the purpose of catching people who send unsolicited emails. They NEVER optin to receive emails and they are almost always added through using 3rd party rented or purchased lists. Mailing Spam Traps immediately indicates that you are using 3rd party lists and pretty much destroys your deliverability. 

C. Find and Remove Invalid Emails - Invalid emails are emails that do not exist. They are made up, inserted in your lists by malicious users and freebie seekers and they cannot be delivered to. They will do serious damage to your reputation as a respected email marketer.

D. Find and Remove Typo Domains - Typo domains are emails with mistakes in the spelling of the domain. Examples include gmil.com and hotmial.com. Mailing them indicates you care very little about your sender reputation and as such, you will have a lower reputation.

E. Find and Remove Serial Complainers - Serial Complainers are like Serial Killers - they keep doing the same bad thing over and over again. They are well known for only complaining about the commercial email they receive. 

F. Find and Remobe Bots - Bots are robots that are added to your list simply to waste your time. They artificially inflate your Click #s and provide you no value. They upset advertisers and list partners, drive down your PPC & ECPM and will NEVER become a lead or buyer. They are just taking up valuable space that could be filled with high quality prospects. Draw out this poison from your lists immediately!

What is the 24 Hour Facebook Messenger Rule?

The first thing to understand are the types of Facebook Messenger Broadcasts you are able to send.

There are three different types of broadcasts you can send on Facebook Messenger, and each type has its own rules and guidelines.

Why did Facebook create these rules?

They want to ensure their users have a great experience when using Messenger. This means avoiding spam content.

So yes, you are limited in how often you can send promotional emails via Facebook Messenger. but keep in mind the benefit of all those rules: when you do send a promotion to your subscribers, they will be more receptive because they aren’t being inundated with junk messages.

Here’s a quick overview of the three types of broadcasts along with the rules for each one.

1. Subscription Broadcasts - This is known on SmartEngage as our Subscription Interest message. This is your typical non-promotional message Subscription broadcasts cannot contain promotions or ads, but on the other hand, you can send them anytime you want—regardless of your subscribers’ activity level.

Subscription broadcasts are best used to ask your subscribers questions. If they interact in any way such as replying or clicking a button; they will then be considered within the 24 hour window to now receive a promotional message.

 

2. Promotional Broadcasts - This type of broadcast will allow you to send ads and/or links. However, you can only send promotional broadcasts to subscribers who have interacted with you on Facebook Messenger in the past 24-hours. This is the importance of the Subscription Interest message discussed above.

3. Follow-Up Broadcasts - This is handled automatically by SmartEngage and essentially acts just like a Promotional Message. The way this works is once you send someone a Promotional Broadcast, they have up to 24 hours to interact with your bot.  If they do not interact with your bot you will be allowed one more last chance to send them a promotional message. If they do not interact within 24 hours of this message then they are now only allowed to be contacted via our Subscription Interest method. BUT, should they ever interact with your Subscription Interest message, then the 24 hour clock resets and they can be contacted via a Promotional message once again.

What browsers do Push Notifications support?

SmartEngage integrates with major browsers which allow this type of technology to be used.

SmartEngage supports the following:

What is Mobile Mailer?

Mobile Mailer is a special feature we added which is responsible for obtaining extremely high open rates because it always retrieves the user's primary email and real name.

Statistics show that up to a third of all manually entered Opt in forms result in a fake or secondary email address being used. It is typically a throw away email address that is almost never checked other than receiving confirmations. 

For More information visit:  https://smartengage.com/knowledge-base/books/lead-magnet/page/using-mobile-mailer-feature 

What is a Brand Avatar?

Your Brand Avatar is Your Business! A person can also be a brand. The important thing here is that you have a Facebook Fan Page for your Brand which will be used to help keep things organized inside of SmartEngage.

Your Brand Avatar essentially performs as its own entity. Each one has a unique tracking code as well as its own integrations which must be configured.  

Using Brand Avatars gives you the ultimate control to configure each business you own and operate with its own custom settings.

Lets say you are a Yoga Instructor and you have a Facebook page for your Yoga business.  That would be considered 1 Brand Avatar.  Lets also assume that you have a side business that sells health supplements. This would also be considered a separate business so you would want to have another Brand Avatar created for this as well.

Each Brand Avatar has its own list of subscribers to keep things nice and organized. And what's even better is if you have the same subscriber appear on multiple Brand Avatars within your account; We only count that as one subscriber so you get the most bang for your buck.

Where can I Find My Brand Avatar's Tracking Code?

SmartEngage uses a universal tracking code that is responsible for displaying Lead Magnets, Tracking Users, and Conversion Tracking.

You will be prompted to copy your tracking code during the Brand Avatar creation process, but if you ever need to find this tracking code again simply follow these steps.

Step 1: From your logged in Dashboard page click on your current Brand Avatar and then directly underneath it click on "Manage/Integrate".

 

Step 2: On the left side navigation menu click on "Tracking Code"

Step 3: You will then see text box with your tracking code script displayed. You can simply click the link "Copy to Clipboard" in order to copy the code.

The instructions for Adding Your Tracking Code can be found here: https://smartengage.com/knowledge-base/books/faq/page/how-do-i-add-the-tracking-code-to-my-website 

How Do I Add The Tracking Code to my website?

If you would first like to find your tracking code please read this article: https://smartengage.com/knowledge-base/books/faq/page/where-can-i-find-my-brand-avatars-tracking-code 

Now that you have your tracking code we need to add it to your website. It should be added to the Header of every page of your site that you plan to track or display lead magnets on.

Note: You only have one tracking code for each Brand Avatar and SmartEngage will work best if this is on every page of your website.

Paste Tracking Code Into Website Header

✔️ Paste the code between the <head> and </head> tags of your website. 
✔️ Make sure it's on every page of your site that you plan to track, capture or display on (in most cases this will be every page of your site).

This helps SmartEngage find accurate information on your customers.

That's it! 

You've now integrated the SmartEngage tracking code to your website. It’s time to test that it's working

View Page Source

Visit your website with Google Chrome browser and right click anywhere on your page. Select the drop down that says "View Page Source"

Find Your Tracking Code

Next, you will need to find the SmartEngage Tracker in the code. A quick way to search for this is to press Command-F on mac or Control-F on windows which will bring up a search bar.

In the search bar, you will type "smartengage" If you have it installed on your page, you will see code similar to this:

If that search doesn't bring up the SmartEngage tracking code, you will need to go back into Step 1: Installing your SmartEngage tracking code and follow the instructions.

Duplicates

Make sure that you only see one instance of the SmartEngage script in the code. If you notice that the SmartEngage snippet of code is installed twice on the page, you will want to go into your code to remove one of them, otherwise it won't trigger properly.

How Do I Add TXT Records for SPF and DKIM?

Check out Our Guide for adding SPF and DKIM by This Provider list :

https://smartengage.com/knowledge-base/books/adding-dns-records-for-spf-dkim 

DomainKey Identified Mail (DKIM) and Sender Policy Framework (SPF) are two methods that can protect you from email spamming, spoofing, and phishing attempts.

• The SPF method lets you specify which email servers are legitimate servers for your domain.
• The DKIM method lets you attach a DomainKey signature to your outgoing mail. The receiving server then verifies the validity of the key and either accepts or rejects the mail.

SPF and DKIM are frequently used in combination since they attack email problems from two different angles.

At SmartEngage we want you to have the best email deliverablity possible so we require you to add 2 TXT records in your DNS settings of your hosting provider.

 

Step 1: If you are in the process of creating your brand avatar you can skip to Step 2 where we list the records.
Otherwise, if you initially skipped this step during Brand Avatar Creation please visit your main dashboard page click on your brand avatar to reveal the link for "Manage/Integrate

 

Step 2: After clicking Manage/Integrate you will scroll to the very bottom of the page in order to see the section with your brand avatar's custom records.

It will look something like this:

 

Step 3: Log into your hosting provider or contact them and give them the records from following the steps above and ask them to add 2 TXT records with that information.

If you would like to do this yourself it can be done very easily. Here's an example demonstration video below.

NOTE: If required to provide an actual number for TTL, plese enter 14400

Please use the link below to view instructions for various hosting providers

Please note that you want ONLY 1 SPF Record to exist in your DNS settings.

If you have an existing SPF record already that you need to keep then you will have to merge the records into one single record. For assistance with this please open a support ticket.

Where is SmartEngage Hosted?

Amazon Web Services (AWS) is a highly reputable and widely used cloud computing platform that provides a range of services and tools for businesses and organizations to build, deploy, and manage applications and infrastructure in a flexible and scalable manner. SmartEngage's decision to host its services on AWS reflects a commitment to delivering high-quality, reliable, and scalable solutions to its customers. Here's a more detailed explanation of why AWS is known for its high quality:

In conclusion, hosting SmartEngage on AWS demonstrates a commitment to delivering high-quality, reliable, and scalable services to its customers. AWS's global infrastructure, scalability, security, reliability, and extensive service offerings provide SmartEngage with the tools and resources needed to deliver a top-notch experience to its users, making it a wise choice for hosting and scaling a sophisticated engagement platform.

How Do I Add Team Members to Manage My Account?

Adding team members is a great way to have an assistant or someone you trust help manage your Brand Avatar.  Permissions must be given for each Brand Avatar individually.

NOTE: The ability to add Team Members to your account is reserved for BASIC plan or higher plans to SmartEngage

Step 1: Click on Manage / Integrate for the Brand Avatar you wish to provide access.

 

 

Step 2: Click the left navigation menu for "Members"

 

Step 3: Enter the email address of the person you wish to add as a new member of this Brand Avatar. You can them as an "Admin" or "Contributor".

Admin - Has full access to everything related to this Brand Avatar

 

Contributor - Has limited access related to this Brand Avatar

Account contributors can create and edit campaigns, broadcasts, and automation rules, but they do not have access to these account settings:
• Members
• Billing
• Integrations

After you click the button for "Send Invitation" that person will receive an email with an invitation to manage your brand avatar. 

Once they follow the steps to join they will automatically have permission to manage your Brand Avatar page according to the permission level assigned by you.

You can set further permissions by clicking the gear icon next to their role status and set permissions for:

a. Exporting Subscribers

b. Running Bulk Operations on the Subscribers Page

c. Sending Broadcasts

Why is my Facebook Messenger Chatbot not working?

Facebook Messenger platform can unexpectedly drop page permissions on admin password change or due to its internal reasons. In case of any trouble with content sending or service setup, we recommend you refresh permissions.

In order to do that please use the following steps:

Step 1: From your logged in Dashboard page click on your current Brand Avatar and then directly underneath it click on "Manage/Integrate".

 

Step 2: On the left navigation menu click on "Facebook Permissions"

Step 3: We have two options here. 

 

Refresh Permissions: This is the second option on this page. This option usually corrects most chat bot issues and should be used as your first method to fix the issue you are having.

Reconnect Facebook Account: This is the first option on this page. This option should be used after attempting to refresh permissions and you are still having issues.

Your page permissions will be reset and should start working now. If you still run into issues after completing the above steps please submit a support ticket.

Confirm SmartEngage is configured as your primary receiver

Step 1: Visit the Settings page of your Facebook page and click on "Messenger Platform" from the left navigation menu.

Step 2: Click under the "Connected Apps" section and you should see SmartEngage listed.  Click on the "Configure" button

Step 3: You'll be presented with a popup window like the one below. Simply ensure that the Primary Receiver has SmartEngage selected in the dropdown selector. 

Confirm two-factor Authentication is set up

If the aforementioned steps didn't help, please check whether you have two-factor authentication set up for the Facebook page connected to your Avatar on SmartEngage.

Make sure to set up two-factor authentication for your Facebook profile following the instructions here. When two-factor authentication is enabled both for your profile and for the specific page, this page should function properly. 

If nothing mentioned above helped, please contact our support.

Why Web Push Notification Delivery Rate Might Be Lower Than Expected

It is perfectly normal and expected that you will have less than 100% sent for your web push notifications.

Why?

Web Push Notifications resonate with the quick and real-time distribution of brand name interactions. Usually, there are circumstances where not all customers obtain the alerts you send out or schedule for sending out.

Here are the reasons that your delivery rate might be under 100%.

1) The internet browser is closed on the device
Web Notifications appear on a customer's display (on both desktops and also mobile web browsers) when the web browser is open. This indicates that even if your subscriber is surfing various other sites, they will certainly obtain your notifications. But, if the internet browser itself is closed, they will only obtain your notice when they reopen it.

2) Users clear other website data in Chrome
When customers clear various other website data from Chrome, the service workers are uninstalled. With this, your website will not have the ability to send out notifications to that particular subscriber, resulting in a lower delivery rate.

3) The customer disables background Application activity
People are able to switch off background refresh for apps. One factor could be to conserve the mobile battery usage. As well as this can additionally forcefully disable the Chrome or Firefox Application. 

4) Network troubles break the connection between GCM and the user
Many times, users are not connected to the internet for a very long time. The factors could be several, from remaining in locations without network protection to staying clear of roaming fees. When this happens, the tool sends heartbeats at a period of 28 minutes on the mobile phone network and also 15 minutes on WiFi (GCM's idle socket connects an Android device to the Google servers).

If this heart beat does not reach the GCM web server, Google continues to re-attempt the connection. If the press notification individual is disconnected from the internet for a lengthy duration, GCM can neither provide the notices nor mark them as inactive. This can either postpone the distribution of the notifications or not supply them entirely.

5) Browser App uninstalled
When a customer uninstalls an internet browser application, there's a delay in GCM tagging that device as non-functioning. This results in the alert being sent out to the GCM, GCM attempting to send it to the gadget, as well as failing at it.

How to Unarchive a tag

Should you decide you want to place a previously archived tag back into active status simply follow these steps.

1. Click on your brand avatar and then select "Manage / Integrate"

2. On the left side of the navigation menu click on "Tag Manager"

3. Scroll to the bottom and find the section labeled "Archived"

4. Click the icon as per the below image and that tag will be made active once again.

What are Unsent messages?

You may have noticed that when viewing your report page for sent engagements that there is a sub-section labeled "Unsent".

Unsent messages are typically reported when emails are sent to those email addresses which may have a full mailbox (soft bounce) or an unavailable mailbox (hard bounce).

In the case of the former, the email is not able to be sent at this particular time, but the user is not unsubscribed from your list.

In the case of the latter, the email is not able to be sent due to a permanent issue so the user is automatically unsubscribed in order to keep your sending domain in good standing for future sends.

Why isn't Customer Chat Lead Magnet visible on website?

There might be several reasons to why you don't see your widget:

1. Incorrect visibility settings;
2. Problem with Facebook SDK code or another customer chat app;
3. Widget code installed incorrectly;
4. Website CSS styles hides the widget.

1. Head to the Lead Magnet's 'Setup' tab and check 'Visibility Settings' section:

If you entered something here, delete everything and test if the widget appears at all. If it does - problem solved; you will only need to set up correct visibility settings then according to your needs. If it doesn't - head to the paragraph below.

2. Check the Developer Console on your website (F12 in Google Chrome or mouse right-click => Inspect Code)

You might see the following error message:

"The CustomerChat plugin is no longer part of the main Facebook SDK.
# To continue using it please use the correct SDK URL,
# meaning replace sdk.js with sdk/xfbml.customerchat.js.
# For more details see https://developers.facebook.com/docs/messenger-platform/discovery/customer-chat-plugin/sdk/"
If you do have this error message, all you have to do is replace "sdk.js" with "sdk/xfbml.customerchat.js" in your site's code. If the error persists, simply delete all the code associated with Facebook SDK.

If you had any other Customer Chat widgets installed along with SmartEngage, choose only one widget and delete the code of every other widget.

3. Ensure your SmartEngage universal avatar tracking code is installed in the <header>

Adding an Admin to Your Facebook Fan Page

Step 1: Go to your Facebook fan page

A list of all the pages you manage can be found at this link: https://www.facebook.com/bookmarks/pages

Step 2: Click Settings

Once Facebook directs you to your fan page, click “Settings” located on the right side of your screen above your Facebook cover image.

Step 3: Click “Page Roles”

Click “Page Roles” on the left side of your screen under the section “General“.

 

 

Step 4: Add an admin

To add an administrator, type the name or email of the person you want. Here, you can assign different roles to different people. For example the purpose of what is necessary here we will select Admin

After assigning roles, click “Save“.

Step 5: Re-enter password

For safety purposes re-enter your password. Click “Submit“.

Step 6: You’re done!

The people with roles you’ve assigned will appear on your Page Roles page under the "Existing Page Roles" section such as this:

Do you have any Pre-made Chatbot Templates?

Certainly! Here's a description for your question:

Yes, we offer a selection of pre-made chatbot templates designed to streamline your automation efforts. These templates cover a range of use cases and industries, providing you with a head start in creating efficient and engaging chatbots for your specific needs. Explore our library of templates and kickstart your chatbot journey with ease! here it is the list of pre-made chatbot templates for business :

• Food Truck
• Dentist
• Car Dealer
• Photographer
• Realtor
• Coffee Shop
• Accountant
• Kickboxing
• Chiropractor
• Nail Salon
• Yoga Studio
• 5 Star Review Follow up
• Birthday Bowling Bot
• Book Author
• Wedding Photographer
• Fitness Club
• Instagram FAQ
• Local Business General
• Ballroom Dancing
• Pool Service
• Home Improvement
• Fishing Charter
• Pressure Washing
• Counseling Service
• Dry Cleaners
• Wedding Venue
• Music Studio
• Nanny Service
• Dumpster Drop Off Service
• Electrician

See a template you want?  Just contact us at support@smartengage.com and give the details as below :

1. Avatar Name

2. The names of the Template(s) you'd like added to your account.

How Do I Add Team Members to Manage My Account?

Adding team members is a great way to have an assistant or someone you trust help manage your Brand Avatar.  Permissions must be given for each Brand Avatar individually.

NOTE: The ability to add Team Members to your account is reserved for BASIC plan or higher plans to SmartEngage

Step 1: Click on Manage / Integrate for the Brand Avatar you wish to provide access.

Step 2: Click the left navigation menu for "Members"

Step 3: Enter the email address of the person you wish to add as a new member of this Brand Avatar. You can them as an "Admin" or "Contributor".

Admin - Has full access to everything related to this Brand Avatar

 

Contributor - Has limited access related to this Brand Avatar

Account contributors can create and edit campaigns, broadcasts, and automation rules, but they do not have access to these account settings:
• Members
• Billing
• Integrations

After you click the button for "Send Invitation" that person will receive an email with an invitation to manage your brand avatar. 

Once they follow the steps to join they will automatically have permission to manage your Brand Avatar page according to the permission level assigned by you.

You can set further permissions by clicking the gear icon next to their role status and set permissions for:

a. Exporting Subscribers

b. Running Bulk Operations on the Subscribers Page

c. Sending Broadcasts

How to Disable Notifications From Facebook Page?

1.  In the very top right of your Facebook, click the little dropdown arrow, then click on the name of the page you wish to stop receiving notifications for. If you don’t see the page, click “see more” and select it from the list.

2. You are now at your page. Click the “Settings” link from the top right of the page.

3. On the left, click “Notifications”.

4. Select “Off” for any notifications you no longer wish to receive. You can also manually disable specific types of notifications by clicking “Turn Off” beside it.

Note that you’ll need to do this for each page that sends you notifications.

Creating / Managing Tags

There are many areas of the site where you can add new tags, but here is the main way to manage your existing tags.

Step 1: Click on your Brand Avatar in the top left and then click on Manage / Integrate

 

Step 2: On the left navigation menu click on "Tag Manager"

 

Step 3: Click on Create New Tag

 

Step 4: Enter new tag and click Create

Missing Images in an Email Client

Enable missing images to display in various email clients

Sometimes images don't display for various reasons. If your contacts are telling you that they received you email but content isn't displaying properly, you can start by having them check on their email settings.

AOL Webmail

Display images for individual emails

Display images for individual senders

Disable image blocking for all messages

For further assistance, please see AOL Support

 

Apple Mail

Display images automatically within your inbox

For further assistance, please see Apple Support

 

Earthlink Web Mail

Display images for individual emails

Display images in all emails

For furhter assistance, please see Earthlink Support

 

Entourage

Display images for individual emails

Display images from contacts that are in your address book

Entourage was replaced with Outlook. For further assistance, please see Microsoft Support

 

Gmail

Gmail should automatically display images by serving them through their own secure proxy servers. If images are not displaying automatically, you can manually adjust your settings.

Display images in Gmail

For further assistance, please see Gmail Support

 

iPhone/iPod/iPad

If the mail application can't download an email properly, try to reopen the message.
As the app limits the amount of content, sometimes they won't automatically download the whole content of the email.

View the content of a large email

Display images for individual emails

For further assistance with iOS devices, please see Apple Support

 

Lotus Notes

Display images in Standard Notes

Display images in Basic Notes

For further assistance, please see IBM Support

 

Outlook (formerly Hotmail/Windows Live)

Display images for individual emails

Disable image blocking for all messages

For further assistance, please see Microsoft Support

Outlook 2003

Display images for individual emails

Disable image blocking

For further assistance, please see Microsoft Support

Outlook 2007

Display images for individual emails

You can also add the sender's contact in your safe sender list to ensure the images from the certain sender can be automatically downloaded. 

Add a contact to your safe sender list

For further assistance, please see Microsoft Support

 

Outlook 2010

Display images for all emails

For further assistance, please see Microsoft Support

 

Outlook 2007, 2010 and 2013 - Secure Images

If you happen to be loyal to Internet Explorer, it has a security setting that, when enabled, prevents Outlook to display images with a secure URL (Image URLs with "http" will display, but not "https").

Change the setting in Internet Explorer

Note: It may sometimes be necessary to clear the cache in Internet Explorer and close Outlook (File > Exit to close fully). When it's done, try sending yourself another email with an image that did not display previously. 

For further assistance, please see Microsoft Support

 

Outlook 2016

Unblock picture downloads for all messages (if this doesn't resolve your issue, check if you have text-only emails enabled)

Disable text-only emails

For further assistance, please see Microsoft Support

 

Outlook Express 6

Unblock images

Unblock images using Internet Explorer

For further assistance, please see Microsoft Support

 

Thunderbird

To protect your privacy, Thunderbird blocks remote images by default. Thunderbird will display an alert saying that remote images have been blocked.

View remote images

View images from all senders

Enable remote images in Thunderbird 2.0

For further assistance, please see Mozilla Thunderbird Support

 

Yahoo

Display images for individual emails

Disable email blocking for all messages

For further assistance, please see Yahoo Support

If the settings in the email contact is as listed as above and your contact still can't view images:

How do I change my time zone?

SmartEngage uses Time zones at the Avatar level. This way you can adjust this setting based on the specific needs of the individual business/persona.

Step 1: Click on your Brand Avatar in the top left and then click on Manage / Integrate

Step 2: Scroll down the page near the bottom and you will see the section for "Avatar Timezone"

Step 3: Simply click on the dropdown and select the time zone you'd like for this avatar.

 

Step 4: Click Save Changes

Why do I need my own domain to send email?

Have You Ever Asked Yourself
"Why do I need my own domain to send email? Can't I just use my @gmail address?"

All marketing emails should be sent from a domain you own, not from a personal account at a provider domain, like @gmail, @hotmail, @yahoo, etc. or in an ISP email in some cases.

In almost all cases we've seen, those addresses can all issue a block whenever bulk email is sent from their domain. This is because the most important factor in email deliverability is domain reputation, and when you send mail from a Gmail account, you're actually using Gmail's reputation, not your own.

NOTE: Even if your provider does not currently block email, it is very likely that all email providers will do so in the near future. The best way forward is to create an email address at a domain that you own, so you can start building up your own domain reputation!

Think of it this way
When you send something in the mail, a carrier (UPS, DHL, Post Office) transports it for you. But it's still coming from you, the carrier isn't just going to pick it up off the street (hopefully), and the recipient is more likely to accept a letter coming from someone they know.

Email is much the same. SmartEngage is the carrier, but it also depends on your sending reputation, and the domain email is how you build that trust.

Here's how to get started!
There are normally three ways to add email to your domain and start sending emails with that address.

1. Where you bought your domain
Almost all domain providers will be able to provide you with an option to add email to your purchase. Then you'll have the name@domain.com address you need, and even if you don't set up the Inbox entirely you can still set up forwarding to your normal Gmail or Yahoo address. Examples are sites like Google Domains, Namecheap, and Hover.

2. Where you host your website
Many people buy their domain the same place they host their website. BlueHost, HostGator, and GoDaddy all offer both domains and hosting so they are popular all-in-one options. Squarespace and Wix make it easy to add email to your account with options in your dashboard.

NOTE: For either option, the best way to find out how to do this is simply Google "website host and email account", with your host/provider in the search bar.

3. Google Suite
Did you know you can still use Gmail with your domain email? It's true! You can use G Suite to manage your domain email address, plus Google Docs, Sheets, and more! Click here to sign up and get started, plans begin at $5/month.

Do You Have an Affiliate Program?

Yes. It is coming soon.

SmartEngage Email Whitelist Instructions

Your providers do the best they can to keep spam out, but sometimes the systems they use mistakenly catch good mail along with it.

So- We ask that you add us to your trusted list of senders, contacts or address book. All also known as "Whitelisting."

If you do not see an email from SmartEngage in your Inbox, my email may have mistakenly been sent to your spam folder.

Please open your spam folder and if you find an email from SmartEngage open it and mark it as "Not spam"...

NEXT: Click on the providers or software you use to see how to make sure you get the mail from support@smartengage.com you have asked for.

Popular Apps

Email Clients

Security Software

Spam Filters

 

Is your email client or spam filter not listed?

If SmartEngage is being filtered, try adding support@smartengage.comto your Address Book or Contact list.

If messages continue to be sent to your junk folder contact your ISP or spam filter application support and ask how to whitelist support@smartengage.com

Gmail

To make sure our email gets delivered to your Inbox, you must add SmartEngage to your contacts list.

 

If you do not readily find an email from SmartEngage...

Please check your Gmail Spam Folder:

Next please, add SmartEngage to your Contacts list:

 

Gmail Mobile App

- If you are using the Gmail Mobile App on your mobile device, please open the app now.

 

If you are using Gmail Tabs such as "Promotions" please open your Promotions tab in Gmail.

If you do not find an email from SmartEngage, please check the Spam Folder:

 

This way you will always see SmartEngage in your Primary Inbox tab...

NOTE: My Preferred Folder does not exist by default in Gmail. It is there as an example only since custom folders must be created by the user.

Gmail Tabs

- If you are using Gmail Tabs such as 'Promotions' please open your Promotions tab in Gmail.

 

Yahoo! Mail

If you have not received an email from SmartEngage...

Check your Spam Folder. If you see an email from SmartEngage:

To ensure delivery: Create a filter to automatically send email from SmartEngage to your Inbox.

 

Outlook.com

Previously "Hotmail", "Live", "Windows Live" and "MSN"...

In the new Outlook.com you must click the Wait it's safe link if you find emails incorrectly identified as spam.

Entering the email contact in the address book or contacts no longer whitelists the sender.

To ensure messages from specific email addresses are not sent to your Junk Email folder, you can do one of two things:

Mark Sender as "Wait it's safe!

SmartEngage (support@smartengage.com)
To: you@outlook.com

Microsoft SmartScreen marked this message as junk and we'll delete it after ten days.
Wait, it's safe! | I'm not sure. Let me check

Manually Add to Safe List

AOL Webmail

To make sure our email gets delivered to your AOL Inbox- Please complete these two steps...

If you find SmartEngage in your spam folder:

Add support@smartengage.com to your Address Book:

Email from that Domain will now be delivered straight to your Inbox.

Comcast

Please log into your Xfinity account and select your Comcast webmail:

Next please, add SmartEngage to your address book:

EarthLink

If you are not receiving email at EarthLink, there are two actions you can take.

With EarthLink, if you have SpamBlocker turned on, suspect messages are automatically send to your Suspect Email folder if the Domain is not in your address book.

Suspect Email Folder:

Address Book Inclusion:

AT&T

AT&T no longer maintains their own inbox.

Instead you can find your AT&T emails at Att.Yahoo.com

Please follow the Yahoo instructions for whitelisting an ATT.net email address.

Click or Tap here, to scoll to the Yahoo instructions...

Mozilla Thunderbird

Please open your Thunderbird email client:

 

If an email from SmartEngage appears in your Junk Folder:

Please mark that message as Not Junk.

Next, please add SmartEngage to your Address Book:

Security Software

Norton AntiSpam

This problem may happen if support@smartengage.com is accidentally added to the Blocked List.

To remove the support@smartengage.com from the Blocked List:

For Norton 360:

For Norton Internet Security:

To add support@smartengage.com to the Allowed List:

For Norton 360:

For Norton Internet Security:

McAfee Products

While McAfee has removed spam protection in the latest Anti-Virus software- You may still have a version that offers spam filtering.

There you can see various settings. You can change the spam protection level, change filter settings, etc.

 

Trend Micro

If you received an email message that was incorrectly moved to the Spam Mail folder by the Anti-Spam Toolbar you can prevent this from occurring in the future.

The Anti-Spam Toolbar detects spam by looking for certain keywords in the email's subject or body. Occasionally, it may detect what you consider legitimate email as spam.

To prevent this from occurring you can do either of the following:

Note: You can also select the email and click Not Spam to report it to Trend Micro. However, this feature serves only as a reference to their spam database, and it may not have an effect on how the toolbar detects spam.

Add the sender to the list of Approved Senders:

Decrease the Spam Email Filter Strength:

 

Spam Filters

Cloudmark SpamNet

Cloudmark filters email based on content footprints. To assure our email has not been mis-identified as spam:

 

SaneBox

Sanebox is not a filter, but a filtering system trained by you.

Spam Assassin

Spam Assassin is usually administered by your server admin. Please contact your admin and request that he or she:

 

Barracuda Networks

Occasionally, Barracuda Spam Firewall will mark a legitimate message as spam. There are two methods to whitelist email senders.

Whitelist Quarantined Senders:

Whitelist Senders and Domains:

Most Used Spam Filters

 

SPAMfighter

Highlight the email from SmartEngage with the email address support@smartengage.com to Whitelist.

Click "More" in the SPAMfighter Toolbar and select "Whitelist".

Here you can choose if you want to Whitelist the email address support@smartengage.com or the whole Domain.

To be sure that all emails from people in your Outlook contacts get through to you, you can import and Whitelist them.

To do this, follow these steps:

If you get a pop-up box offering you to upgrade to SPAMfighter Pro, it is because you have exceeded the limit of 100 addresses. You can fix this by buying SPAMfighter Pro or by deleting some of the addresses in your Black/White list. If you want to delete addresses, please go to:

 

Mail Washer

ChoiceMail

Spam Sleuth

SmartEngage is in no way associated with any of the brands, websites or applications quoted here. All Trademarks ® are the property of their respective owners.