The Connect 365 Ultimate Training Guide

Training Directory

This guide will help you learn the basics and advanced features of Connect 365. Allowing you to create more effective email marketing campaigns.

You'll learn how to:

  • Set up and Launch campaign emails .
  • Configure set it and forget it drip email messages.
  • Organize your campaigns to properly remove and add your prospects to the system.
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Campaign Launch Checklist

1. Accessing Your Account Details

You can always log into the application at app.connect365.io

If you don't recall your password, complete the forgot password option below the login.

You should receive an email from a 'noreply' email address with further instructions to reset your password from there.

Need more assistance, be sure to reach out to our team at support@connect365.io

Choose "Mail Accounts".

Then "Add New Account" and from there you will follow the onscreen prompts to log in and add your Gmail, Gsuite or Outlook.com account.

Not a Gmail, GSuite or Outlook.com user?

Learn how you can still connect to Connect 365 here.

NOW! Time to blast out some emails, right?

Whoa, not so fast speed racer....

Are you the type of person who likes to read Chapter 1 and then skip to the last page and claim you finished the book?

Well, for this tool we recommend completing a few simple tasks to organize your work and set yourself up for success. No chapter skippin' 'round here, ya hear?


4. Tagging Contacts

Tags are what will let you segment and choose which prospects should receive which message.

And that's pretty important! 😉

PRO TIP TIME SAVER: Set up some tags BEFORE importing your contacts so you can auto-tag the appropriate people at once.

Don't feel like you need to create EVERY possible combination of tag from the get go. But it's a good idea to start thinking about how you'll segment your audience.

Are you planning on sending out messages to Editors at publications you'd like to Guest Post on?

You might make a tag called "Guest Post Targets" or "Editors" or "Woodward and Bernstein."

Maybe you have a segment of prospects that have already spoken with your sales team, but they didn't buy - sad face!

But you want to enter them into an email sequence that keeps your name in front of them and provides some quality resources so they will reach out to you when the time is right.

You might create a tag entitled "Long-Term Drip Campaign" or "Post Sales Call Follow-up" or "Baby, Come Back to Me".

I think you get the point. 😉

Here's how you Create a Tag:

5. Create Your Campaign (& Add Messages)

To create a Campaign in Connect 365 - you must have first connected your email account under app.connect365.io/accounts

To learn more about Scheduled Campaigns vs. Sequential Campaigns jump to that section of the tutorial guide here.

Once you've chosen your campaign type, chosen the appropriate tags for the contacts you'd like to receive the campaign, and input the settings, it's time to start adding messages. 🙂

Note: If you are using a campaign template, the message samples will be input to your campaign automatically though you will need to edit the messages and save them in order to make them live.

Learn how to begin adding messages through this short tutorial below.

6. Launch Your First Campaign

If you haven't previously, we highly recommend reviewing Day 5 of our Implementation Bootcamp: ACCESS HERE!

Want to see a day-by-day set-up of how to plan and launch future campaigns with Connect 365?

Catch up on the Implementation Bootcamp calls here.

7. Check for Replies

Once you've launched your campaign, you would see replies from your contacts directly within the mail account that you sent from.

Connect 365 will track replies by marking replies from recipients in your account - but to view the actual content of the reply message from your recipients, you'll want to check the main inbox.

Note: Replies in Connect 365 are tracked based on a recipient sending a reply to your message in the same thread AND from the same email address you sent the message to.

If a recipient, sends you a separate message not part of your Connect 365 campaign that will not be tracked in our system.

The same is true if a recipient sends a message back to you from an email address different than the email address you had our system send the message to.

8. Review Your Metrics

Connect 365 will automatically track messages sent, opened, replied to, and bounced.

You can view these stats for the entire campaign from the main dashboard as seen below.

Or if you want more specific details about results by specific message or specific contact, you can view analytics from your Campaign Dashboard following the process in the video below.

9. Add New Contacts to Existing Campaigns

If you are looking to add contacts into Sequential Campaigns (which would allow them to receive all messages within the campaign starting with Message 1, all you'd need to do is apply the campaign tag to the individual (or group of individual) contacts record.

For more information on Applying Tags to Contacts in your Connect 365 account - CLICK HERE!

10. Create Your Next Campaign

Ready to launch a secondary campaign?

If you have different contacts or different messaging, be sure to launch your next campaign by - CLICKING HERE!

Integrating Your Email and Knowing Your Account Limits

Gmail (& Gsuite)

Within your Connect 365 account at app.connect365.io Choose "Mail Accounts".

Then "Add New Account" and from there you will follow the onscreen prompts to log in and add your Gmail, Gsuite or Outlook.com account.

Note: You will need to Allow the Connect 365 software to access your Google Account to send messages on your behalf.

There is some language required by Google that grants our system that access. As individuals our company does not have access to view, make changes, resell or in any way utilize your contact's information or your messaging.


Outlook Accounts

Note: You will need to Allow the Connect 365 software to access your Outlook.com account to send messages on your behalf.

There is some language required by Microsoft that grants our system that access. As individuals our company does not have access to view, make changes, resell or in any way utilize your contact's information or your messaging.

The integration process for Outlook.com users is very similar to the Gmail/Google Process above.

Watch the short tutorial below which will walk you through it.


Other Email Providers

Gmail, Gsuite, and Outlook are our direct integrations.

Not sure if your Outlook account will work? Check back making you sure have login access at this link - www.outlook.com

If you currently use an email provider other than these 3 options, you would need to either create (and warm up) an email account with one of those providers to send directly from OR use a Gmail or Outlook account to send as an alias that is linked to your other email service.

To do this you would first want to create a free Gmail account.

Then to see how you can configure that Gmail account to 'Send as' your other email address, watch this tutorial below.

Note when using Alias accounts, there are certain features that may be limited. These include 'Reply Tracking.' Since the reply is being sent to a different email address through the Alias, we are not able to automatically detect which messages have been replied to with Alias sends.


Getting Your Contact List Ready

How Big of a List Do I Need?

Short answer - we recommend putting together a prospect list of around 50-150 as a starting point.

For more detail on the right list size, be sure to check out the video below.

Syncing Your Gmail Contacts

You'll need to start by making sure you have saved your contacts within your Gmail/Gsuite correctly. Be sure to check out the video below for more information.

How to Import Contacts from Other Email Accounts (non-Gmail Contacts)

In the below video we show you how to export contacts from your Outlook account and import them into Connect 365. You'll follow a similar process if you have contacts saved in an email provider other than Outlook or Gmail. See the links below the video for instructions on exporting contacts from other popular providers.

To sync your Gmail Contacts to your Connect 365 Account -> CLICK HERE!

To export contacts from Yahoo!  -> CLICK HERE!

To export contacts from Mac Mail -> CLICK HERE!

For written instructions to export contacts from Outlook -> CLICK HERE!

How to Find Email Addresses for LinkedIn Connections

There are two ways to find the email addresses of your LinkedIn Connections.

The Most Effective Route (most accurate and the route we use within our Agency Services)

The first route is by manually viewing the contact information on your 1st-degree connections profiles.

You can find the simple how-to on that here!

The second process would be to export your connections from LinkedIn and then use a tool like Get Prospect (getprospect.io) to append the email information of your connections.

How to Use GetProspect

In this lesson we'll take you inside one tool that you can use to build list of contacts for use within Connect 365. There are a lot of other similar tools out there (LeadFuze, Hunter, Datanyze), but GetProspect is one we recommend to those just starting out.

Need a sample CSV template for contact uploads? Click Here!

Troubleshooting Issues with Contact Upload

There are a few common issues you may run into when uploading your Contact file. The following article will help you troubleshoot the specific issue you may be facing and give you guidance on how to solve it.

First, double-check to make sure that the file you are attempting to uploading is a .csv file.

For more information on csv files and download a sample csv document, check out this link.

Next, if your contacts aren't showing in the upload please ensure that you have First Name and Email at a minimum as those are required fields for the upload. (Note: If your first contact in the file is missing the email field it may affect the entire file).

Then, if your file is a .csv file, you have (at a minimum) First Name and Email information in the document, and you are getting an invalid file error. Follow the directions in this short tutorial to complete the upload.

Editing Contact Information

Sometimes you may want to change the email address you have for a prospect, or maybe they've changed jobs. Here's how you can edit their information.

Note: You cannot edit the email address of a contact after uploading them into the system.

If you need to change the email address - you would have to create a new contact and delete the previous contact (with the wrong email address).

What Are 'Tags'

Tags control which contacts will be added into your campaigns. By assigning contacts a tag that you've associated with a campaign, you'll be able to add those contacts to receive the messages in your campaigns.

Watch this short tutorial to learn how to Create a Tag:

Assigning (or Removing) Tags from Existing Contacts

As mentioned above, tags are the organizational function in Connect 365 that determine which contacts get added to which campaigns. The process for Adding (or removing) tags follows a similar process.

When you create a campaign you are directed to choose the 'Tag' that will be associated with that particular campaign.

There are 3 common ways to add a tag to your contacts.

First - you have the option when uploading your contact files into Connect 365 to Add a Tag to all contacts on that list.

Second - you can add (or remove) tags individually by Editing Their Contact Record.

For more information on adding tags to individuals one-by-one here - https://training.connect365.io/software/edit-contacts/

Third - you can bulk add (or remove) a Tag to individual contacts in your account by using the Actions function and Assign Tags.

To do that you click the Checkmark next to the specific contacts on your Main Contacts page.

Next you would click the Actions button and 'Assign Tags' then choose the tag you'd like to apply to the checkmarked contacts.

Creating a Campaign

Choosing the Right Template

Need help choosing the right template for your business and goals with Connect 365?

Take the assessment below to help pick the right option.

CLICK HERE TO TAKE THE ASSESSMENT!

Campaign Types

Sequential Campaigns

Sequential Campaigns are sequences of messages that you can drop prospects into at any time.

The sequence of messages you input will allow you to set the frequency between your messages.

For instance - let's say you create a tag for people that you want to speak with regarding JV/Referral partnerships.

And you write a series of 4 messages you want to send them. For example:

  1. To introduce yourself and your business.
  2. To make the case that you are the best service provider for the service you provide so much so that all other service provides oughta quit.
  3. To set up a call to discuss how you can help this potential partner.
  4. To follow-up on setting a time to talk.

Let's say that for this sequence you are planning on adding new prospects to it throughout the year to always receive the same messages. 

In this situation...you'd want to use a Sequential messaging campaign option.

This will allow you to enter new contacts into a selected sequence of messages simply by giving them a specific tag that you have designated for this campaign.

Each time you tag contacts with that tag (i.e. "JV/Referral Opportunity") the software would enter them into the sequence and handle all follow-up messaging however you've designed it.

Scheduled Campaigns

Scheduled Campaigns are a broadcast messages sent to a specific segment of people at a specific time and date.

Let's say you wanted to send a message to a list of contacts you had tagged as "CEOs - Denver" about an upcoming event you were hosting in the area on March 7th.

You might set up this type of message to go out on February 20th at 11:00 am. And a follow-up to go out on March 1st at 3:15 pm. And a final message to go out on March 6th at 2:30 pm.

As you can see these messages would be scheduled to go out at a specific time and date to all prospects who have the chosen tag.

Adding Messages into Campaigns

When you've created your campaign structure, it's time to start adding messages to that campaign.

If you are using a template, some sample messages should be pre-loaded into your campaign available for you to edit.

If you are creating a custom campaign OR are looking to add more messages to your campaign, follow the short tutorial below to learn how:

Using Replacement Text (Merge Fields)

Replacement Text are the snippets of Merge Code that allow your messages to input custom contact information into your message.

If you want your campaign messages to reference each individual contact's first name or company name or job title or any other information you have added to your contact records, you will use the replacement text option within your Message Editor.

Use the 'Replacement Text' dropdown from your editor screen as seen in the screenshot below and choose the field you'd like to add into the message. From there our system will take care of the rest.

Creating Custom Replacement Text Fields

If there are custom fields of information that you'd like to use in your messaging, you do have that option within Connect 365. The default 5 replacement fields we start every account with are First Name, Last Name, Company Name, Job Title, and Email.

To add custom fields, follow the information below.

First - you'll want to make sure you have the information for all contacts. For instance if you plan on referencing the town your prospects live in within your message, make sure that all the contacts you'll be messaging that you know the town for them and are able to enter that information on their Contact Information within Connect 365.

Second - If you have verified the data that you'd like to use in your message, follow the instructions in the video below to add custom merge fields in your account.

Advanced Actions

Advanced Actions are the mechanism within Campaigns that allow you to automatically remove or add contacts based on their interaction with your messages.

For an overview of how to use Advanced Actions watch this short tutorial:

Removing Contacts Who Open Campaign Emails

As a reminder, since Tags control which campaigns your contacts are a part of - to add or remove contacts from a campaign would require the removal or addition of specific campaign tags. 

We'll break these Advanced Actions out within the next few sections.

To remove a contact from a campaign based on opening a specific email, open the specific campaign and Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When an email is opened.'

Then choose the message within that campaign you want the action applied for.

And finally choose the Action - 'Remove Tag(s)' and choose the campaign tag that controls who should receive the campaign messages. And click Save.

Removing Contacts Who Reply to Campaign Emails

To remove a contact from a campaign based on them replying to a specific email, open the specific campaign and Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When a reply is received.'

Then choose the message within that campaign you want the action applied for.

And finally choose the Action - 'Remove Tag(s)' and choose the campaign tag that controls who should receive the campaign messages.

Note: Sequential Messages allow you to add conditions to your follow-up emails that can restrict sending individual messages based on the interaction a user took on the previous message.

If you want to FULLY remove a contact from the entire campaign based on their reply, you would need to create an advanced action.

NOTE: If you are sending out emails via an Alias account, our system will not be able to detect replies. Due to the limitation of how Alias accounts are created and messages sent through email providers, you will need to manually remove your campaign tags from contacts when you receive a reply if you would like to remove them from your campaign(s).

 When using an alias you will still have the Advanced Action options for Opens, Clicks (links), and Bounce tracking.

Removing Contacts Who Click a Link within a Campaign Email

To remove a contact from a campaign based on them clicking a link within a campaign, open the specific campaign.

First, you'll need to 'Enable Link Tracking' on the link in question within your emails.

Then Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When an email is clicked through.'

Then choose the message within that campaign you want the action applied for. And the tracked Messaging Link within that Message you want to set the action for.

And finally choose the Action - 'Remove Tag(s)' and choose the campaign tag that controls who should receive the campaign messages.

Removing Contacts Who Receive a Campaign Email

To remove a contact from a campaign based on them being sent a specific email, open the specific campaign and Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When an email is sent'

Then choose the message within that campaign you want the action applied for.

And finally choose the Action - 'Remove Tag(s)' and choose the campaign tag that controls who should receive the campaign messages.

Adding Tags to Contacts Who Open Campaign Emails

Based on a contact opening a specific email message, you might want to tag them separately to add them into a different follow-up OR you might want to simply Apply a Tag that categorizes that contact as having opened that message without having that tag being associated with a campaign. I.e. 'Opened 4-17 Email About Upcoming Event'

To add a tag to a contact who opened a specific email, Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When an email is opened'

Then choose the message within that campaign you want the action applied for.

And finally choose the Action - 'Apply Tag(s)' and choose the Tag you'd like to apply.

Adding Tags to Contacts Who Reply to Campaign Emails

Based on a contact replying to a specific email message, you might want to tag them separately to add them into a different follow-up OR you might want to simply Apply a Tag that categorizes that contact as having replied to that message without having that tag being associated with adding them to a different campaign

To add a tag to a contact who replied to a specific email, Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When a reply is received'

Then choose the message within that campaign you want the action applied for.

And finally choose the Action - 'Apply Tag(s)' and choose the Tag you'd like to apply.

Adding Tags to Contacts Who Click a Campaign Email

Based on a contact clicking on a specific email message link, you might want to tag them separately to add them into a different follow-up OR you might want to simply Apply a Tag that categorizes that contact as having clicked a link within that message without having that tag being associated with adding them to a different campaign

To add a tag to a contact who clicked through on a specific email, Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When an email is clicked through'

Then choose the message within that campaign you want the action applied for. And choose the message link they'd be clicking on.

And finally choose the Action - 'Apply Tag(s)' and choose the Tag you'd like to apply.

Adding Tags to Contacts Who Receive a Campaign Email

Based on a contact being sent a specific email message, you might want to tag them separately to add them into a different follow-up. This often happens when users want to add a contact to a long-term follow-up messaging campaign after they've been through a shorter term sequence or campaign.

To add a tag to a contact who received a specific email, Navigate to the 'Advanced Actions' tab within that campaign.

Choose the Trigger 'When an email is sent'

Then choose the message within that campaign you want the action applied for.

And finally choose the Action - 'Apply Tag(s)' and choose the Tag you'd like to apply.

Integrating Connect 365 with Other Apps Using Zapier

Review the Implementation Guide for Connecting to Zapier here - https://training.connect365.io/implementation-guides/

What You Need to Know about the CC/BCC Feature in Connect 365

Please Note: You control Cc/Bcc at the campaign level.

This means that messages in a specific campaign would be set to include the Cc/Bcc information for all messages within that campaign.

Okay! 

To run you through our latest feature addition we wanted to break down a few big questions related to this feature and it’s functionality.

Please Note: You control Cc/Bcc at the campaign level.

This means that all messages in a specific campaign would be set to include the Cc/Bcc information.

Okay! 

To run you through our latest feature addition we wanted to break down a few big questions related to this feature and it’s functionality.

What Does This Mean?

Carbon Copy or Blind Carbon Copy are the official names for Cc and Bcc and you likely have used one or both of those options at some point in your regular emailing.

Cc'ing someone else on an email - shows that added recipient to all others on the thread.

You may have one main target or recipient but you’d also like to copy another member of your team on that thread so they can take over with any responses or next steps in the sales process.

Most often we've had this feature requested by users to Cc the sales person in their company on each email from the business owner.

For a blind carbon copy or Bcc you would be choosing a third-party email address that would receive a copy of all outgoing messages in your campaign without being visible to the main recipient of your campaign.

Let’s say maybe you wanted to alert your sales team members on when would be the best time to follow-up with their leads based on a recent email you sent. Or maybe you’d just like to see what all outgoing emails look like by bcc’ing yourself on each message in a campaign.

All of this is now possible.

So to recap: A Cc would be visible to the recipient while a Bcc wouldn’t be.

When Should You Use This?

Most often Bcc is used for alerts, tracking and notifications. It’s by no means a requirement, but can be implemented if you want an incoming email to your address for every single message being sent to every single recipient.

The downside there can be that it fills up your inbox with more clutter, so keep that in mind before Bcc’ing yourself on every campaign.

Including a Cc on your messaging campaigns can be for strategic reasons.

If you are looking to make a warm introduction between your prospects and member of your sales team, starting with a CC message to introduce them and why you think the two of them should chat is a great approach.

This is especially useful if the prospect is most familiar with one member of your company who has been the marketing presence and figurehead, but the actual sales process or work will be delivered by another member of the team.

Another way to utilize the Cc function in your campaign would be to onboard new clients.

If you complete a sale and want to now introduce the client to their account manager, you could create a campaign that once a contact in Connect 365 gets tagged as a ‘Client’ in the system that it kicks off a sequence that sends an introduction email between the sales person, the client and the account manager.

Or maybe you’d like to introduce your list to a joint venture or affiliate partner. You can make the introduction and include your partner on the thread so they can answer any questions directly for the members of your list.

Please Note: Use the Cc/Bcc function responsibly.

Don’t add or create large email chains for each message. You wouldn’t want to add multiple of dozens of sales team members from your team on one thread. It’s likely to fill up people’s inboxes and make many mad.

Do I need to use it?

Certainly not.

It’s an optional feature that we only would recommend you utilize for a very specific type of campaign.

Unnecessarily adding Cc and Bcced recipients to your messages could cause delays, fill your inbox and potentially look odd to your recipients. Make sure to use this feature only when needed based on the type of message you intend to send.

How Do I Use It?

Refer to this example from above to include this strategically if it makes sense for your business.

To learn how to add a Cc or Bcc to your campaigns, watch this short video below:

Staying Compliant and Email Domain FAQs

Do I Need an Unsubscribe Link in My Messages?

With Connect 365 we allow users to create an 'Unsubscribe' Message that includes a link for recipients to automatically remove themselves from future outreach.

With that said - including a link that explicitly uses the term 'Unsubscribe' is not a requirement by email laws and regulations.

What is often required is providing an easy opportunity for your recipients to request no future messaging.

Often that is handled by including a link that communicates that they can request no future messaging by clicking it.

But to be in compliance you can simply ask a recipient to hit reply if they aren't interested in hearing more about whatever the subject matter of your email happens to be.

In either circumstance (link or asking for a reply), the term 'unsubscribe' isn't required. We recommend using more personal language and provide sample language within the Unsubscribe message when you create any campaign with our software. Read below for more information.

https://training.connect365.io/what-you-need-to-know-about-the-unsubscribe-option-in-campaigns/

Can-Spam/GDPR/CASL Email Rules

To read more about emailing practice and some of the most common email laws affecting our users, please read the following article:

https://c365.helpscoutdocs.com/article/23-do-i-need-an-unsubscribe-link-in-my-messages

How to Keep Your Email Domain in Good Standing

Step 1: Practice Good Email List Hygiene.

If you are building a cold email list, be sure to use options to verify your list. If your list provider doesn't have this option built in, use a trusted Email List Cleaner. We recommend Neverbounce - https://neverbounce.com/

Step 2: Control Volume of Cold Email Campaigns

With your email campaigns in Connect 365 going out through your primary email, you want to start slow especially with cold email.

We recommend keeping the amount of contacts you are adding into campaigns to 50-150 at the beginning.

In total Gmail allows 500 emails maximum sent per day. Gsuite up to 2000. But those aren't only limited to your emails from Connect 365. And Gmail often can stop sends at a lower volume than that.

To stay in good standing start slow with your email sends (especially when reaching out to cold contacts).

Step 3: Keep a close on your responses.

Stay in tune with incoming responses to ensure you are adjusting your campaigns and messages appropriately. Pay close attention to ensure you are removing recipients from follow-up campaigns based on their requests.

Meaning if a prospect asks you to take them out of follow-up, ensure their tags are being removed. And consider using Advanced Actions to automate the process.

Ultimately, domains that remain in the best standing are those that are getting results. Stay in tune with your campaigns and adjust as needed to improve your outcomes.

Alternate options: Some users will create separate domains if they are particularly focused on sending cold email campaigns to cold contacts. This can help you deliver more emails without putting extra strain on your primary domain.

Others will use a personal @gmail.com or @outlook.com if they are planning on a heavy dose of email to colder contacts.

This can be a way to protect your email domain though free gmail accounts do have lower limits for total email sends and free gmail/outlook accounts can have lower deliverability depending on the email provider of the recipient that you'll want to keep in mind.

Email Marketing Best Practices and Recommendations

How Many Contacts Should I Message?

This can vary based on your list of contacts (cold or warm?), your campaign goals, and other factors.

But in the beginning when launching your first campaign(s) we recommend starting with 50-100 contacts to best learn the system, optimize your messaging based on live results, and to keep your account in good standing.

What Should I Send to Prospects to Generate Appointments?

Be sure to take a look at our templates for inspiration on your first campaigns.

You can find the templates either by clicking on Create Campaign within the software or on the Writing Your Message page under Training & Bonus Workshops. 

Implementation Guides

For more help getting started, use our Implementation Guides here -> https://training.connect365.io/implementation-guides/

If you are looking to follow-up with LinkedIn leads, implement sales follow-up sequences, reconnect with previous leads and opportunities, promote a lead magnet or integrate your Connect 365 account with 1000s of apps through Zapier, the Implementation Guides above will help you get a gameplan of how to get started.

Cold Emails vs. Warm Emails vs. Spam

Not sure on how Connect 365's email delivery system is different?

Read more on the topic on this post!

Software Support

KnowledgeBase Articles

Trying to better understand Connect 365 and how to use it?

Be sure to check for answers to your questions on our KnowledgeBase.

You can always access the KnowledgeBase through the Resources menu in the application.

Glossary of Terms

Get the Connect 365 Dictionary here!

Troubleshooting Guide

If Campaign Won't Launch...

Please note that messages are sent out individual. From the scheduled date/time of a campaign being launched, the system should begin delivering messages within 20-30 minutes time. And depending on the number of contacts to be messaged, the length of time can vary. If you are not seeing messages being sent within that timeframe, use the checklist below to help troubleshoot potential fixes.

1. Your Mail Account is connected to your Connect 365 account. Check here - https://app.connect365.io/accounts

Mail Accounts can become disconnected (our system sends a notification to your email when this happens), but this is always the first place we recommend checking.

2. If your Mail account is connected, ensure that you have contacts tagged into the campaign appropriately.

Go to Campaigns -> Choose the Edit Option on the Campaign in question and navigate to the 'Recipients' Tag. You should see a tag name and the list of contacts with that tag below.

3a. (Scheduled Campaigns) - If you have contacts tagged appropriately and have allowed 20-30 minutes to pass from the scheduled launch of a message, be sure to reach out to our support team through our ticket system below.

3b. (Sequential Campaigns) - Sequential Campaigns have an extra set of options to control the messaging windows that are available for your campaigns.

Within the Settings of your specific Campaign, navigate to the Settings and confirm the timeframe you have configured for both days of the week and time are available for your messages to send at the time for your message launch that you expected.

Note - Orange highlight denotes that those days of the week would allow Connect 365 to deliver messages. (see screenshot below)

If the above settings have been reviewed and confirmed, reach our to our team at support@connect365.io letting us know that you have checked the above information and we will tie in our advanced support team to help find a solution.

If Your Campaign Has a Large Amount of Bounces...

Bounces are a part of email marketing.

Email service providers change, contact email addresses change, and more.

As an email marketer you want to keep your bounce rate as low as possible to ensure good sender reputation.

Connect 365 will automatically remove any 'Hard Bounce's' from receiving future emails by adding those contacts to your 'Do Not Message' list.

However, there are some steps to take if you are finding large amounts of bounced email addresses in your outreach campaigns (above 5-10%).

The biggest adjustment would be to consider where your list comes from and take any necessary validation or list cleaning measures that you can.

Earlier in this guide we referenced only adding 'Verified' or 'Validated' Emails to your campaigns if targeting cold lists. And if you don't have that option to consider using a service like Neverbounce to clean your lists before reaching out.

If You Want to Understand Where to View Replies or Sent Messages...

Replies will all be sent to the email address you are sending your campaigns from.

You will also be able to view 'Sent' messages from Connect 365 within your email account under the 'Sent' folder.

If a Contact Who Replied Isn't Being Removed from My Campaigns...

There are a few items to understand if you have contacts who you are expecting to be automatically removed from your campaigns based on a reply.

Please review and ensure the checklist below.

1. Do you have an Advanced Action in place to remove the campaign tag from contacts who reply to each specific message within a campaign?

For more information on how to create Advanced Actions, review this section of the Training Guide.

2. If you've verified your Advanced Actions are in place, please note that our system is set to detect replies at set intervals each day. The process of removing a tag based on a reply can take 30-60 minutes to completely verify.

3. If it's been longer than an hour since a reply was received a few other things to note for how the Connect 365 system detects replies.

- The contact must reply within the same thread as the outgoing message. Meaning you should within your inbox see your outreach message from Connect 365 within the thread. If a contact sends a brand-new email thread to your email address (new subject line), our system will not recognize their reply as coming from your campaign. In this case, you would need to manually remove the tag from that contact within Connect 365.

- Contact's must reply from the same email address that our system sent to. If your campaign message went out to billgates@microsoft.com, but was replied to from bgates@microsoft.com, our system would not recognize the reply being from the contact it reached out to. In this case, you would need to manually remove the tag from that contact within Connect 365.

Note: if you have met the above requirements and still aren't detecting a reply, we recommend first removing the tag from the contact manually. And reach out to our team at support@connect365.io for further assistance.

If You Want to Understand Lead Scores and Connect 365 Reporting...

Lead Scores are based upon the most engaged recipients in your messaging campaigns.

The lead score number assigns a value for EVERY interaction a recipient makes with your email. 1 point per open and 2 points per reply.

Since EVERY interaction is notated in the Lead Score section, a contact may receive high scores if they open a message multiple times or reply multiple times.

For more information on the different Metrics and Reporting options in Connect 365, be sure to review this section of the Training Guide.

If You Need Help with Your Email Signature...

For Gmail & GSuite users: Your signature in your campaigns is set from the email signature you have created within your Gmail or Gsuite account. The signature will automatically copy over to your Connect 365 account when you link your mail account.

If you haven't created an email signature in your Gmail or Gsuite account, you can find more information on that process here.

Note: if you edit or change your email signature within your Google account, you will need to reconnect your email account within Connect 365 to display the changes.

For Outlook.com users: When you link your Outlook.com email to Connect 365, you'll be prompted to create a custom email signature within Connect 365. See below video for more information.

Campaign Limits and Suggestions

How Many Email Addresses Can I Send From?

The standard account with Connect 365 allows you to send from one email account.

If you would like to send from multiple email accounts within the same account, send us a message to support@connect365.io and our team will get in touch with our available options.

What % Is Too High a Bounce Rate?

Consistently being above 5-10% is pretty high. Ideally the lower the number the better but you'll never hit 100% effectiveness.

Also important to note the difference between hard bounces and 'soft' bounces.

Hard bounces are undeliverable (non-existent email address or domain).

Soft bounces are temporary - ie full inbox for recipient, sending limit reached, out-of-office replies, etc.

Connect 365 will display 'Hard' bounces only in our reporting section.

Can You Explain Campaign Settings Timeframe with Sequential Campaigns?

Sequential Campaigns have an extra set of options to control the messaging windows that are available for your campaigns.

Within the Settings of your specific Campaign, navigate to the Settings and confirm the timeframe you have configured for both days of the week and time are available for your messages to send at the time for your message launch that you expected.

Note - Orange highlight denotes that those days of the week would allow Connect 365 to deliver messages. (see screenshot below)

What Do the 'Delays' in Sequential Campaigns Reference?

Delays are set within Sequential Messages to schedule the length of time between a message and the previous message sent within that campaign. These will always relate to when the most recent message in a campaign was sent. It is not based on a delay from when the first message in the campaign is launched.

What Do the 'Conditions' in Sequential Campaigns Reference?

Conditions can be set for a message related to a previous message. Meaning if you have a second message in your sequence that you ONLY want to send if the recipient didn’t reply (or open or click) a previous message, you can set a condition when creating that message in the sequence.

How Can I Get More Help?

Not seeing any information that applies to your question?

Reach out to us directly at support@connect365.io OR by filling out a support ticket at https://training.connect365.io/support/ and we'll be in touch to help troubleshoot.