Create an email

You can create a standalone email for your users to increase feature adoption or announce new features. This allows you to engage with your users outside the app, encouraging them to revisit the app or to try it for the first time. 

Note: You must set up and verify your email domain in Pendo before you can send emails. For more information, see Set up and verify an email domain in Pendo.  

Create a new email

Pendo provides pre-defined templates for common use cases to make it easy for you to create emails. To get started, choose a template to match your needs, customize it, and quickly launch your journey. Alternatively, you can choose to start from scratch.

To create a new email, in the left-hand menu, go to Orchestrate > Emails and:

1. Select Create email from the top-right corner of the page.
2. On the Create email page, select the app that the email message should be sent on. If required, select a category to group the email by.
3. Select an email template to quickly create a new email based on your use case. Choose from the following email templates:
   • Welcome new users: Make a great first impression and help new users get to value fast.
   • Announce a new feature: Create buzz and drive adoption for your latest release.
   • Re-engage inactive users (icons): A visual walkthrough of key actions that users can take to re-engage with your app.
   • Re-engage inactive users (text-based): A text-based walkthrough of key actions that users can take to re-engage with your app.
4. Once you have decided on your template, select Use template.

The email settings page opens, where you can set your email details, target segment, and schedule.

Update email details

Email details are required for sending emails. 

1. In the Email details tile in the Settings tab, select Enter details.
2. Enter a subject line for your email message.
3. In the Sender name field, enter the name of the person sending the email.
4. In the Email domain field, enter the domain from where the emails are sent.
5. In the From address field, enter the sender’s email address displayed to recipients.
6. In the Reply to address field, enter the address designated to receive replies.
7. In the Email address metadata field, select the metadata you want to use for the email settings from the dropdown menu. For more information about metadata, see Choose IDs and metadata.
8. Select Save.
   
   

Set a segment

1. In the Segment tile, select Edit to set the segment for visitors you want to target the email to. For more information on creating segments, see Segments.
2. Select Save. The number of eligible recipients displays.
   
   

Note: Each email is limited to 60,000 visitors. Emails can only be sent to visitors who have logged into the application in the past 12 months.

Create a segment based on email activity

You can use email engagement data to create new targeted behavior-driven segments. This allows you to personalize email content and save time in audience segmentation efforts.

Note: You can’t use segments that include email rules in journeys or guides.

1. In the left-side menu, go to People > Segments.
2. On the Segments page, select + Create segment.
3. In the segment builder, select + Add rules.
4. In the Filter by field, select Email under the Orchestrate section.
5. In the All Apps dropdown, select the app where the journey is running.
6. If you selected Email, in the Select Email field, use the dropdown to select the email you want to use to build this segment.
7. In the Visitor Data field, select the type of action you want to measure
   1.  Delivered
   2.  Opened
   3.  Clicked
   4. Not delivered
   5. Not opened
   6. Not clicked
8. Select the time frame for the action you want to measure, then the duration of the time frame.
9. Select Create segment in the bottom right to finish.

For more information on building segments, see Segments.

Set a schedule

1. In the Scheduling tile, select Edit to set the time and date to send the email to your visitors.
2. Select Save.
3. In the email status dropdown list, select Scheduled.
   
   
4. In the Schedule email? modal, select Set to Schedule.
   
   

Note: Emails are sent up to 1-2 hours after the scheduled time.

Edit email content

You can edit the email template in the Visual Design Studio.

1. In the Content section of the Settings tab, hover over the email template and select Edit email. The Visual Design Studio opens.
2. Edit the email template as required using the building blocks provided:
   
   • Text block. Add a title and body text for the email.
   • Image block. Add or change an image by uploading a new image or entering an image url.
   • Hyperlink image. You can make an image a clickable link by adding a link to the Link URL field.
   • Side-by-side layout. You can set up images and text to appear next to each other. Select the plus icon to the left or right of the image or text block, then select the image or text option from the list of building blocks. The new image or text block appears to the side of the existing block.
   • Edit button. Select the button to edit the styles, button text, and link that the button goes to.
3. Save your changes and exit the Visual Design Studio.

For more information on how to edit content in the Visual Design Studio, see Take a tour of the Visual Design Studio.

Note: The unsubscribe section of the email template can’t be removed.

Personalize your email

You can personalize email content using agent metadata to increase open and click-through rates, boost overall interaction, and reduce the likelihood of the email being treated as spam. 

The metadata available for selection is based on visitor and account metadata configured in Settings > Metadata. However, the only type of metadata that can be added to personalize an email is agent metadata. For more information, see Metadata and data mappings. 

To personalize your email content:

1. On the email settings page, hover over the email and select Edit email.
2. Hover over the text building block where you want to insert personalized content. A blue border displays to show the content can be edited. Select the Edit icon.
   
   
   
   
3. Place your cursor in the text where you want the personalized content to display.
4. In the Edit Text window, in the Guide Content area, select the Personalization icon.
   
   
5. In the Metadata field dropdown, select the visitor or account metadata you want to use to personalize your content.
6. In the Default value field, enter a default value to display when metadata is missing or unavailable.
   
   
7. Select Insert to insert the metadata into the text building block. The values are inserted into the text content.
   
   
   
   
8. Select Done to finish.

Note: You can insert up to 20 personalization tokens into your email content. Tokens that exceed this limit are sent as plain text.

Send a test email

After making your changes to the email, you can send a test email to verify it reaches the defined recipients and has the look and feel you want for the message. You must complete all the email details and have a verified email domain to send a test email.

1. In the Content section of the Settings page, select Send a test email.
2. Enter the email addresses that you want to send the test email to. Make sure you press Enter on your keyboard after entering each address.
3. Select Send email.
   
   

Clone an email

You can clone an email to use it on a different app, allowing you to use the app’s themes and use the email in that app.

1. In the left-hand menu, go to Orchestrate > Emails.
2. In the Emails page, select the app where you want the cloned email to be added.
3. In the Emails list, select an email. You must select a standalone email and not an email that's part of a journey.
4. On the email’s Settings page, select the ellipsis (...) in the top-right corner and select Clone email. 

A clone of the email is created, which you can edit as needed.

Delete an email

You can delete standalone emails from the Emails table. Select the checkbox next to a single email or multiple emails and select Delete. In the modal that opens, confirm or cancel the deletion.

Note: If the checkbox next to an email can't be selected, then the email is part of a journey and can't be deleted. 

Email subscription settings

All Orchestrate emails must contain an unsubscribe link. For this reason, the unsubscribe section of the email template can’t be removed or edited.

When users select the unsubscribe link, they're unsubscribed from all future Orchestrate emails, regardless of what segments the user belongs to. This applies even if the unsubscribe event came from a third-party email integration, such as HubSpot.

If a user wishes to re-subscribe after unsubscribing, please contact support.

Email send schedule

Emails for a journey are sent out in bulk once per day. If a visitor becomes eligible for a journey after an email is sent on a given day, they won't receive that email until the next day.