Custom Email Address configuration
We're excited to introduce a new feature that gives you more control over your campaign communications, helping to build trust and improve engagement with your customers. Account Managers and Org Managers can now add and manage custom "From Email IDs" at the account level for all your campaigns, especially customer feedback surveys.
Sending surveys and campaigns from a recognizable and trusted email address directly associated with your account can significantly increase recipient confidence. This often leads to better open rates and higher survey completion rates, as your customers are more likely to engage with an email from a familiar source. This feature allows for greater personalization and brand alignment in your email communications.
Account Managers can add and manage custom email IDs for the specific accounts they manage.
Org Managers have similar capabilities across their organization.
How to Set Up a Custom Email ID?
Here's a step-by-step guide to adding and activating your custom "From Email ID":
Navigate to Settings:
As an Account Manager or Org Manager, log in to your account.
Go to the "Settings" menu.
You will find a new card named "Campaign Settings".
Access Custom Email ID Options: Within the "Campaign Settings" card, look for the "Customised From Emails" card. Now, turn ON the “Allow custom From Email for Survey Delivery” toggle.
Add Your New Email ID:
Click on the "Add New Custom Email" option.
A field will appear where you can enter your desired "From Email".
Important Restriction: For security and deliverability reasons, these custom email IDs must be from the @experience.com domain. For example, you can use [yourname/brand]@experience.com. You cannot use your own company's email domain (e.g., surveys@yourcompany.com).
Submit for Activation:
Once you've entered the new email ID, click "Save".
A notification will confirm: "Email ID will be activated and notified via email." This means your request has been submitted for processing by our team.
Activation Confirmation:
Our team will work to activate your custom email ID.
Once successfully activated, the user who initiated the request will receive an email notification from Experience.com about the activation.
Understanding Email ID Statuses
Each custom email ID will have one of four clear statuses, helping you track its progress:
Requested: The initial state after you submit a new email ID for activation.
Requesting In-Progress: Indicates that our team is actively working on activating your email ID.
Activated: The email ID is now ready for use in your campaigns!
Deactivated: The email ID has been disabled and cannot be used for sending campaigns.
Using Your Activated Custom Email ID in Campaigns
Once your custom email ID is activated:
Navigate to any individual campaign you wish to send.
Go to the "Delivery settings".
Locate the " From Email Address used for email Delivery" dropdown.
You will now see your activated custom email address(es) listed as options. Select the one you wish to use for that campaign.
Managing Your Custom Email IDs
You can have multiple custom email IDs active at the same time.
To deactivate a custom email ID, simply find it in the "Custom From Emails & Delivery Domains" section and click the delete icon next to it. This will immediately remove it as an option for new campaigns.
Custom email IDs cannot be edited after they are created. If you need to make a change, you will need to delete the existing one and add a new one.
This new feature gives you greater control and personalization over your campaign communications, helping you build stronger connections with your customers.