Delay in new signup automation going out

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  • Updated 10 months ago
Our Emma account is integrated with Privy for our pop up subscription form. We want our welcome email to go out immediately to new subscribers when they fill out the form but there seems to be a delay and the email sends out much later. Any suggestions on how to fix it?
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Dean Supply Company

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Posted 11 months ago

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Lauren T. Rosano

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I, too, have been having issues with delays in automation intermittently over the past couple days.  I've experienced it firsthand while testing a form (sometimes waiting ~20 mins for a response). But also notice this:

A contact who should have triggered an auto response at 4:38pm was still not showing that he was sent the email when I checked at around 5:30pm.  This morning, the email report for that contact shows that he was actually sent the email at 4:47pm yesterday, and he opened and clicked it by 4:48pm. Seems like there was a delay in the auto response reporting...
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Caroline Shirley, Employee

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Hi Dean Supply Company and Lauren,

Thank you so much for contacting our Support Team. I apologize for the delayed response, this post fell under our radar somehow! Thank you both for commenting and for your patience in our reply.

I'm looping in some colleagues to make sure I get a complete and accurate answer for you as to the timing of those automated emails, and I will let you know as soon as I hear back from our teams after this upcoming holiday.

I hope you have a wonderful holiday, and we will be in touch!
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Dean Supply Company

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Hello Caroline, 

I'm looking forward to hearing back from you on this. When we were using the exact same email and subject line in Constant Contact, our open rates were in the mid-50s. In the last few months since we switched in Emma, they have dropped to less than 30%. So I'm looking forward to learning more about this issue and getting it fixed. Unless you can see any other reason why it may have dropped so much?

Thanks!
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Caroline Shirley, Employee

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Hi all,

I have heard back from our Product team, and here is their explanation as to how automated emails are designed to behave:

“Automated emails are typically delivered within 10 minutes of the triggering event, with many emails reaching the inbox almost instantaneously. However, these delivery times are subject to change during peak activity times. We’re constantly working to optimize our delivery system for faster sending, but it’s best not to rely on Automation to send messages that need to reach the inbox immediately.”

Please let me know if I can help clarify any of this!

@Dean Supply Company, as for the second question you posed, the best thing to do would be to update your SPF record to authenticate Emma (e2ma.net) sending on behalf of your domain (deansupplyco.com). This is an emailing best practice to ensure that your recipients' mail clients are delivering your emails to their inboxes and not to SPAM or junk. Without this updated SPF record, they may be flagged as such. Here is some information as to what an SPF record is as well as step by step instructions to update it!

What's An SPF Record
Updating Your SPF Record

Another thing to note is that Emma utilizes the sender's reputation when sending since the send is attached to the sender domain. Constant Contact doesn't function in this way, but uses sub-domains when sending, which doesn't improve your sender domain reputation. So your sending reputation would not travel from Constant Contact to Emma, as they are each utilizing different sending styles. Updating your SPF record would be the best way to improve your open rate!

Hopefully that helps you out moving forward, let me know if there's anything else I can help with!