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Participant Status
In this article you can find what some of the status of the participants uploaded on an email touchpoint mean.
Possible Status
- Invalid
- Quarantined
- Waiting for touchpoint
- Processed
- Deferred
- Bounced
- Delayed
- Sending
- Sent
- Opened
- Clicked
- Answered
- Partially answered
- Unsubscribed
- Error
1. Invalid
The .csv file is not valid for the update. Check that all the columns mapped to mandatory metadata keys are filled out, without blanks or non-valid values.
2. Quarantined
The participant already received an email and cannot be sent another one until the quarantine period finishes (unless there is a reminder active). The quarantine period can be set on the touchpoint or on a quarantine group.
NOTE
Participants with a quarantine status will not receive the emails they were originally quarantined for, even after the quarantine period has passed. Once the quarantine expires and they are uploaded again as participants, they will receive a new email (based on the new upload).
3. Waiting for touchpoint
The emails will be sent once the touchpoint is put in production. While it is inactive, the emails will not be sent. On this state, the participants can be deleted and they will not receive the email or be recorded on the database.
4. Processed
This event fires when our cloud-based SMTP provider receives an individual message and prepares it to be delivered. Each message you push to cloud-based SMTP provider will create a processed event.
5. Deferred
When an email cannot immediately be delivered, but it hasn’t been completely rejected, the deferred event fires. Sometimes called a soft bounce, the SMTP provider will continue to try for 72 hours to deliver a deferred message. After 72 hours, the deferral turns into a block.
6. Bounced
If a server cannot or will not deliver a message, the SMTP provider fires a bounce event. Bounces often are caused by outdated or incorrectly entered email addresses. Many times you won't know a bounced email address until it bounces, so this event can help you ensure it doesn’t bounce again by removing it from your lists.
7. Delayed
The email is ready to be sent but the system cannot send it yet because of different situations (like many emails queued to be sent on a batch uploading of participants). It will be sent eventually.
This status is also applied to emails when there is a delay period active on the touchpoint. The emails will be sent once the delay period has passed. More on this topic here.
8. Sending
The Sending status is a temporary and typically short-lived state assigned to participants during the email dispatch process. This status indicates that the system has initiated the email delivery but the message has not yet reached the recipient’s inbox or any other folder within their email provider. Various factors, such as mail server processing times and network latency, can influence how long an email remains in this state. In most cases, the Sending status resolves quickly as the email is successfully delivered or transitions to another status, such as Sent.
9. Sent
The email has been sent to the participant. At this point, the survey can be answered or not, but it has been put on the recipient inbox (or redirected to other folders).
10. Opened
An opened email is the first step toward the action you want your recipient to take. This event fires every time your email is viewed with images turned on.
11. Clicked
Our SMTP provider tracks the clicking of a survey and fires a click event.
12. Answered
The survey has been fully filled out. All the questions have been answered.
13. Partially answered
The survey was not filled out completely but some responses were saved before it was closed. This responses can be seen on the platform by enabling the partial answers option on Touchpoint > Settings > Advanced options
14. Unsubscribed
One of the most important events fires when a recipient unsubscribes from your mailings. Reacting immediately to an unsubscribe by removing the email from your lists can be beneficial in the long-term as it reduces spam reports and a increases the engagement rate.
15. Error
This is a status that appears when something went wrong with the platform during the upload of the participants. When this status appears you can contact support@hellocustomer.com to further investigate what caused the error during the upload.