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Create an email

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Note: This offering is currently in beta, available to select Pendo customers for testing. The information that follows isn't a commitment, promise, or legal obligation. The development, release, and timing of any features or functionality described here are subject to change at the discretion of Pendo, which can occur without notice. If you're interested in getting early access and providing feedback, contact your Pendo account representative.

You can create a single-send 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: Before creating emails, you must verify domain ownership. For more information, see Verify your email domain in Pendo. 

Create a new email

To create a new email, 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 you want the email message to run on.
  3. Hover over the required template you want to use and select it. Default layouts include a simple email layout which provides basic design elements, or you can choose to design your email from scratch. Alternatively, you can select a layout from your saved layouts.

    select_email_template.png

The email’s Settings page opens, where you can begin to create your email and define the settings for it, including email details, target segment and schedule. 

Define email settings

You must define settings for the email you create. This includes defining:

  • Email details
  • Segment
  • Schedule

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.

    email_details_1.png

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.

    target_segment.png

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.

    chnage_status_schedule.png
  4. In the Schedule email? popup, select Set to Schedule.

    schedule_email_2.png

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:
    • Edit the text block. Insert a title and text for the email.
    • Edit image block. You can change the image in the email by uploading a new image or entering an image url.
    • Enter app URL. The URL of the app where you want to launch the guide.
    • Edit button. Select the button action and then define actions that occur after the app is opened. For more information on button actions, see Guide button actions.
  3. Save your changes and exit the Visual Design Studio.

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 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.

    send_test_email.png

Clone an email

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

  1. On the email’s Settings page, select the ellipsis (...) in the top-right corner and select Clone email.
  2. In the Clone email dialog, select an app to use its themes and launch the app’s guides from the cloned email.
    clone_email.png
  3. Select Clone email.

Manage emails

The Emails list shows all emails sent. You can filter the list by apps and search for an email.

email_list.png

There are additional actions you can take:

  • Download CSV. If you need to download the list of emails, select the Download CSV icon. 
  • Edit Columns. If you want to update the columns that appear in the table, select the Manage columns icon in the top-right of the section and add, reorder, or remove columns. Select Save to finish.
    manage_columns.png

Email status

Single-send emails have the following status options:

  • Draft. Indicates that the email is still an in-progress draft.
  • Pending review. Indicates that the email is a complete draft that's pending review. Users with appropriate permissions can submit the email for review. A schedule must be set to submit the email for review.
  • Scheduled. The email is scheduled to be sent to all eligible visitors in the segment. 
  • Active. The email is actively being sent to all eligible visitors in the segment.
  • Disabled. The email has been stopped.
  • Sent. Relevant for single-send emails that have been sent.

Email metrics

The Metrics tab shows high-level metrics for all the emails you've sent based on your selected filters at the top of the page: segment, date range, and app.

Metrics include:

  • Total sends. Number of emails sent to your recipients.
  • Delivery rate. Percentage of sent emails successfully delivered to recipients' inboxes.
  • Unique open rate. Percentage of recipients who opened your email at least once.
  • Unique click rate. Percentage of recipients who clicked any link in your email at least once.
  • Click-to-open rate. Percentage of unique clicks out of unique opens.
  • Unsubscribe rate. Percentage of recipients who opted out from your mailing list by clicking the unsubscribe link.
  • Spam rate. The percentage of recipients who marked your email as spam.
  • Bounce rate. Percentage of emails that weren’t delivered to recipients' inboxes because of issues like invalid addresses or server problems.

Monitor a single email

You can view detailed information for a specific email you created and sent to your visitors.

In the Overview tab, select an email from the list and then select the Results tab. 

email_results_updated.png

The Summary bar shows the following metrics:

  • Total sends. Number of emails sent to your recipients.
  • Delivery rate. Percentage of sent emails successfully delivered to recipients' inboxes.
  • Unique open rate. Percentage of recipients who opened your email at least once.
  • Unique click rate. Percentage of recipients who clicked any link in your email at least once.
  • Click-to-open rate. Percentage of unique clicks out of unique opens.
  • Unsubscribe rate. Percentage of recipients who opted out from your mailing list by clicking the unsubscribe link.
  • Spam rate. The percentage of recipients who marked your email as spam.
  • Bounce rate. Percentage of emails that weren’t delivered to recipients' inboxes because of issues like invalid addresses or server problems.

Use the options in the dropdown list in the Email Activity chart to filter the results for more detailed information.

email_activity.png

 

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