There are four categories for email sender status with SharpSpring: Good, Marginal, Poor, and Suspended. This article will detail the differences between each status.
The following user roles can create and send emails:
- Marketing Managers
Acceptable Email Rates
In general, SharpSpring expects senders to have email statistics within acceptable thresholds, as defined by Internet service providers (ISPs). Spam complaint, bounce, and unsubscribe rates need to be within an acceptable range. Depending on the ISP, anything above the acceptable rate will have consequences.
It is important to understand that SharpSpring's email statistic thresholds are based on industry standards. Other email service provider platforms (ESPs), such as Hubspot, MailChimp, and SendGrid all follow the same guidelines.
Acceptable rates for sent emails are as follows:
- Spam: Should not exceed 0.1%
- Bounce: Should be below 1%
- Unsubscribe: Should be below 1%
Email Sender Status
There are four different sender status categories. Each category is tied to email statistics.
Good: Senders with the Good status are doing just fine with their sends. Their email statistics do not exceed SharpSpring's thresholds.
Marginal: The Marginal status is an indication that there is an issue with deliverability. Senders with this status should review their email statistics to understand those improvements that are needed to prevent further status degradation.
Poor: With the Poor status, senders are more likely to have to go through manual review. In addition, with this status, all new automations are capped to 1,000 contacts.
Suspend: The Suspend status is the lowest and most limited status available to senders using SharpSpring. With this status, all bulk jobs go to manual review. All new automations are capped at 50 contacts. Senders with this status must make quick and drastic improvements to their statistics and sending processes. Once senders with this status begin sending emails that lowers their email statistics below the acceptable thresholds, the suspension will be removed. That said, repeated suspension events can lead to termination.
In order to protect SharpSpring's sender reputation, SharpSpring's system is designed to assign the appropriate email sender status and restrictions based on the results of emails that have been sent. If an account continues to have poor email statistics, the email sender status will eventually be set to Suspend.
The consequences of suspension are:
- A manual review by SharpSpring for email jobs.
- Immediate relegation to limited action groups.
- Poor reputation with the ISPs that dictate what mail will and will not be delivered.
- Account deactivation if there are continued poor sends while suspended.
The Suspend status is not the end of your reputation and sending ability. There are many ways to improve email results. Adhere to the following:
- Add permission reminders.
- Practice list management.
- Remove role-based addresses.
- Remove disposable domains.
- Remove invalid addresses before sending to the list for the first time.
- Implement double opt-in processes.
- Never use purchased, rented, or scraped mailing lists.
In addition, ensure that your emails are engaging. Engaging content is what recipients enjoy most. Make sure the email content is relevant and is sent at the frequency your contacts signed up for. Adjusting the content based on their engagement is key to keeping them engaged.
Once SharpSpring sees that sent mail has better results, the Suspend sender status will be removed. However, the length of time it takes for status removal depends on the amount of mail sent, as well as the results. Removal of the Suspend status could take one send, or it could be a few sends.
Senders with the Poor and Suspend statuses (as well as those senders that attempt to send email jobs at a much higher volume than usual) are subject to a manual review of their email jobs.
All email jobs, once scheduled, will go through manual review. Manual review takes place Monday through Friday, from 9am to 5pm Eastern Time. (This excludes weekends, as well as federal and observed United States holidays.) SharpSpring recommends scheduling email jobs in advance to help prevent a delay in sending.
The typical manual review process is as follows:
- A suspended sender schedules an email for the future.
- That job, once scheduled, immediately lands in the manual review queue for review.
- The job will be reviewed by SharpSpring.
- If approved, the job will send as scheduled.
- If unapproved, the job will not be sent. Additionally, your agency will be contacted to explain the concern and provide recommendations to get the email job sent as soon as possible.