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Track results and handle unsubscribes and bounces

See how your emails performed, down to each recipient, and keep your list clean. At the end you know who received, opened and clicked each campaign, and why some people were skipped, unsubscribed or suppressed.

Before you start

  • You have sent at least 1 campaign. See Send an email campaign.
  • You can see Email in the left rail with Manage in its panel. Send Logs is inside it. If you do not see it, ask your admin.

Steps

Read the campaign figures

  1. Open Email in the left rail, then select Campaigns. Open a campaign to see its figures. The overall dashboard is hidden in this release.
  2. On a new account, follow Get set up to send: Confirm a sending address, Add your contacts, Put them in a list and Send your first campaign.
  3. Read the totals: Sent, Delivered, Opened and Clicked.
  4. Scroll for Campaign Funnel, Recent Campaigns, Engagement Trend, Subscriber Growth, Top Links Clicked, Device Analytics and Suppression Breakdown.

Click View Report on a row in Recent Campaigns to open that campaign's figures.

See each recipient in Send Logs

  1. Open Email in the left rail, then select Manage, then Send Logs. See Read the send logs.
  2. Choose a campaign in Campaign. The table lists every recipient with Recipient, Status, Sent, Opened, Clicked, Unsubscribed and Error.
  3. Click a filter to narrow the list: All, Queued, Failed, Opened, Not Opened, Clicked, Bounced, Complained or Unsubscribed.
  4. Type in Search recipient email to find 1 person.
  5. Click a row to see its Activity Timeline. Click View Contact or View Template for more.
  6. To download, click Export, then Export Excel (full log) or Export CSV (current page).

What each send status means

Status Meaning
Queued Waiting to go out.
Sent Handed to the sending server.
Delivered Accepted by the recipient's inbox provider.
Bounced The address could not receive it.
Complained The recipient marked it as spam.
Failed The send did not go through. The Error column says why.
Skipped suppressed Not sent, because the address is on the suppression list.

How unsubscribes, bounces and complaints work

Ohanvi removes these people from future sends on its own:

  • Unsubscribe — when a recipient clicks the {{unsubscribeUrl}} link, the contact becomes Unsubscribed and the address is suppressed.
  • Hard bounce — an address that permanently bounces is suppressed.
  • Complaint — a recipient who marks your email as spam is suppressed.

Every campaign skips suppressed and unsubscribed people. They show as Skipped suppressed in Send Logs, and you are not charged for them.

Warning

Unsubscribes, hard bounces and complaints are permanent compliance records. You cannot lift them. A person who unsubscribed must sign up again themselves.

Unsubscribe or reactivate a contact by hand

  1. Open Email in the left rail, then select Audience, then the Emails tab.
  2. Open the contact's row menu, then click Unsubscribe. In Unsubscribe Contact, click Unsubscribe.
  3. To undo a manual unsubscribe, click Reactivate (mark Subscribed), then click Reactivate.

Only reactivate someone you unsubscribed yourself. If the contact unsubscribed themselves, their new consent should come from them.

Block an address from all sends

The Suppression List screen lists every blocked address with its Reason. Open it from Email → Manage → Suppression List. See Block addresses with the Suppression List.

  1. Open Suppression List, then click Add. The Add to Suppression List dialog opens.
  2. In Email Addresses, type 1 address per line. Add Remarks (optional), for example the support ticket number.
  3. Click Add to List.

Only addresses you added by hand can be removed from the list later.

See what email cost you

Each delivered email uses credits. Open the Credits box at the top right to see Spend by product and every charge. See Credits and billing.

Video walkthrough

[VIDEO]

Troubleshooting

Issue Cause Fix
Select a campaign on Send Logs No campaign is chosen. Choose one in Campaign.
No send logs yet The campaign has not sent to anyone yet. Check its status on Campaigns.
Many rows show Failed The sender is not verified, or your own email provider refused the connection. Read the Error column. Check Sender Identities and the Email Provider screen.
… suppressions are permanent and cannot be lifted. The address unsubscribed, bounced or complained. Leave it suppressed. Ask the person to sign up again if they want your emails.
A campaign is stuck on Sending The send was interrupted. On Campaigns, open ⋮ → Finish sending.
Opens look low Some inboxes block the tracking image. Compare clicks as well as opens.