Email campaigns common questions

Frequently asked questions about email Campaigns

Updated over a week ago

Campaigns allow you to quickly and easily stay in reach out to customers. This guide contains answers to frequently asked questions about Campaigns.


Campaign Design

Q. Is there a way to export a Marsello email template the way you can do for MailChimp to Marsello?

A. No there isn’t a way to export in HTML. However as a workaround, you could send an email to yourself and save it as a PDF, crop the email, and save it as a jpeg via Figma.


Q. Can you import fonts for use in Campaigns?

A. Currently, an importing fonts feature is not available for Campaigns. Please contact our support team and ask them to put through a feature request.


Q. When sending campaigns, I noticed that my selected font isn't appearing across all email providers. Some providers show what's been saved and others do not. Why does this happen?

A. When retailers send campaigns, the selected font for that campaign doesn't appear across to use email-safe fonts such as to avoid issues with encoding on providers such as Google and Outlook.

  • Arial

  • Georgia

  • Lucida Sans Unicode

  • Tahoma

  • Times New Roman

  • Trebuchet MS

  • Verdana

Merchants may also use Google Fonts in addition to the fonts we provide.


Q. When creating an email to be opened on mobile, does the email provider set how much padding/white space there is between the email and screen size?

A. Most email providers have their own padding added to the email display to standardize how all emails appear in the inbox.


Q. I have two Marsello stores and want to copy and paste a campaign from one into the other. What is the best way to do this while having both accounts open at the same time?

A. The safest way to have two Marsello accounts open at the same time is to have each account open in a separate window while in incognito mode.


Q. Can you include downloadable Excel links in email campaigns?

A. Yes, it is possible to include downloadable Excel links in email campaigns.


Q. Can campaigns created in Marsello be hosted on a website in the form of blog posts?

A. Currently, there isn't a way to host campaigns created in Marsello on a website in the form of blog posts. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊


Q. Can you send GIFs in an email campaign?

A. Yes, it is possible to include GIFs in an email campaign via the image block. When uploading be sure that the file does not contain any special characters and spaces.


Q. Is it possible to import email templates created in Canva to Marsello?

A. Currently, there isn't a way to import Canva email templates into Marsello. These will need to be recreated as a Marsello campaign. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊


Q. Is it possible to customize the way email campaigns look if they’re viewed through a mobile device or web browser?

A. Campaigns have a "stacks on mobile" feature for mobile campaigns to help with the alignment.


Q. How come the loyalty widget URL merge tag is available in automation but not campaigns?

A. Currently, the loyalty widget URL merge tag is only available for automation. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊 In the meantime, you could use add your unique loyalty link "domain/?loyal".


Q. What's the suggested file size to use for GIF files in the email builder?

A. The email builder will resize the content to fit. However, a Gif should ideally be 600px wide or less.


Q. Using the side-by-side column in our email builder, is it possible to view images/content in mobile?

A. Yes, there is a setting in the email builder that will allow you to do this. To get the columns to display side by side, click on the Side by Side column, select mobile view, scroll down, and then click "don't stack on mobile".


Q. Is there any easy way to have one image with three different products on it and have the products stack on mobile?

A. We would recommend using three different images as we wouldn't be able to identify each different product within the image to have them stacked here.


Q. Can we use customer's email address as a merge tag?

A. Currently, there isn't a feature available to use the customer's email address as a merge tag. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.


Q. When someone clicks an unsubscribe link, can we ask if they want fewer (more targeted) emails?

A. Currently, there isn't a feature to request fewer emails. If this is a feature you are interested in, please contact our support team and let them know of your interest.


Q. My store has a POS connection only. When sending email campaigns, can I include a link to the loyalty widget the way my loyalty automation does?

A. Currently, the link to the loyalty widget is available via loyalty automation only. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.


Q. Is it possible to A/B test email campaigns?

A. Currently, there isn't a feature available that will allow you to A/B test email campaigns. However, if this is a feature you are interested in, please reach out to our support team and let them know of your interest.


Q. Is the custom automation audience an "AND" or "OR" condition when custom segments and RFM segments are selected as the customer audience?

A. The trigger uses the "OR" condition in the scenario where a custom segment and an RFM segment are selected as the customer audience.


Q. Can I add my customers' loyalty points balance to my email campaign?

A. Yes,you can include your customers' loyalty points balances in your email campaigns. To achieve this open your email template and double-click into the text box where you would like to add the customer points balance as this will open a second email editor. In this second email editor, go to Merge Tags > Loyalty Details > VIP Tiers. Once this merge tag is added to your campaign it will automatically pull through the customers' points balance when they open their email campaign.


Campaign Content Blocks

Q. Is the loyalty block available in campaigns?

A. Currently, the loyalty content block is only available for Automations. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊


Q. I'd like to add a phone number in a call to action button on an email campaign, what is the correct format to do this?

A. Call-to-action buttons which are click-to-call cannot contain spaces or dashes. The phone number should appear as 1234567890.


Q. Is it possible to drag and drop multiple timers into my campaign to cover multiple time zones?

A. Although it is possible to have multiple timers in your campaign, these blocks cannot cover multiple time zones.


Q. Does the footer's mailing address need to be a mailing address or should it be the store's physical location?

A. The footer may contain a PO box as long as the store's physical location is listed somewhere on the website and is accessible.


Q. How does the product recommendation block work with out-of-stock products in Lightspeed X-Series? Will it still recommend a product if someone similar purchased the item?

A. If a product is out of stock, the product recommendation block wouldn't recommend that product. Product inventory has to have a positive quantity in order for it to be recommended.


Q. How does the Product Recommendation block work?

A. The product recommendation block appears blank in the email builder and will contain either blank or dummy data in test emails due it the block being dynamic content.

Please be sure all products have stock and images on your site to ensure this is pulled through to your campaign.


Q. Can I edit or select the items that will appear in the product recommended block?

A. Currently, there isn't a way to amend or specify which products should appear in the product recommendation block. The product recommendation block works off an algorithm based on each individual customer's purchase history.


Q. What is the recommended Pixel width for the Marsello EDM templates?

A. The pixel width recommended is typically 500px wide. However, if you are uploading images for a product block, it is recommended to use 120px wide.


Q. How does the product picker content block work?

A. To use the product picker content block, you will first need to drag and drop “Product” block to the email template. Next, enter the product name and click "add it" to add the product image to the template. This will auto-populate the primary product image, product name & product URL and update any of the details.


Q. Can I add two product recommendations blocks to my campaign (one next to the other) and have them select different products?

A. You can add multiple product recommendation blocks to an email campaign, however, it will show the same products in each block.


Q. Is there a way in a Marsello campaign that can wrap text around an image?

A. If you are looking to place the text over an image you can do this by setting the row background image and then adding text as a content block.


Q. I am looking to remove all of the content blocks from my campaign template and replace them with a single HTML block. When I test this the Powered by Line and mailing address still appear in the test emails. Is there a way inside the HTML to stop this from happening? I have included my mailing address in the code.

A. The Powered by Line will continue to appear as it isn't being overridden by the code. The mailing address merge tag would notice that the content is blank and re-adding the address. It would be best to update the mailing address from within the merge tag and not in the HTML block.


Q. Is it possible to create a discount block that appears as a QR code in a campaign?

A. Currently, there isn't a way to create a discount block and have it appear as a QR code in a campaign. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊


Q. How large can the file for pictures and videos be when uploading into the image block?

A. Files cannot be larger than 10MB otherwise the upload will fail.


Q. Can I embed a video into my email campaign?

A. Currently, there isn't a feature which will allow you to embed a video into your email campaign. It is recommended to drag and drop an image block into the campaign (adding an image as a placeholder) and add a link to a video hosting site.


Q. How can I add a link to the button block I've just dragged and dropped into my campaign?

A. Once you have placed a button block into your campaign, double click on the button block. This will open the button editing menu on the right-hand side of the screen. Under the action field, paste the link in the URL field.


Q. Is it possible to remove the border around products in the Product Picker block?

A. Currently, there isn't a feature available that can remove the border around the products in the Product Picker Block. If this is a feature you are interested in, please contact our support team and let them know of your interest.


Q. Is it possible to edit the "checkout" button where it shows a cart page instead of a checkout page?

A. Currently, there isn't a feature currently available that will show a cart page instead of a checkout page. If this is a feature you are interested in, please contact our support team and let them know of your interest.


Q. Can I edit the color and style of the social links in the social block of my campaign?

A. Currently, there isn't a feature to update the color and style of the social links to match brand colors. The color options are currently, full color, white or black. However, if this is a feature of interest to you, please contact our support team and let them know of your interest.


Q. Will the product recommendation block still pull items to recommend if I only have a POS site connected?

A. Yes, as long as you have three products with images to display, the product recommendation block will still recommend products in an email.


Q. Can I add a Google form to my email campaign?

A. Yes, you are absolutely welcome to add a Google form to your email campaign. However, please note there currently isn't a feature to embed this form in an email campaign. It is recommended to add a button block to your campaign adding the link to the form to this button block.


Q. Is it possible to edit the source code for an email campaign/automation?

A. It is recommended to use the HTML content block and add text to the email through this block.


Marketing Calendar

Q. How does the marketing calendar work?

A. Click on the date and this will begin up a campaign menu. Click and drag pulls up the points campaign. The campaign name will appear in the calendar

Campaigns_Marketing_Calendar.png

Q. Is it possible to add my own dates to the marketing calendar outside of the campaigns showing there?

A. Currently, it is not possible to add additional dates to the marketing calendar. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊


Q. Will my campaign names appear in the marketing calendar?

A. Yes, campaign names appear in the marketing calendar.


Boost Campaigns

Q. Is there any way to schedule the campaign to be re-sent the same day to those who haven't clicked it yet?

A. There isn't a way to change the time of the boost campaign, currently. However, you could send out the same email to customers who haven't clicked on the boost campaign.

To do this:

1. Create a new custom segment with the same conditions as what triggered the customers to receive the original email.

edit_segment.png

📝 Note: that it can take up to 6 hours for the segment to properly load the correct customers into it. These steps would also need to be taken for every email campaign that goes out as it doesn't apply across all campaigns.


Q. Is it possible to make edits to the campaign that has been boosted before the boost campaign is sent out?

A. Currently, there isn't a feature available that will allow you to make updates to a boost campaign before it is sent. If you need to make any updates to the campaign, it would be best to first cancel the boost. Then create a segment of customers who haven't opened the original campaign. Next, you will need to clone the campaign you are looking to send as the boost and make any necessary edits. Finally, set the custom segment you have just created as the target audience.


Q. I've added a sender name to my campaign and boosted it. Will my sender name appear as the first email or will the sender name update to reflect my default email sender name?

A. When the boost campaign is sent, it will have the default email setting. If you prefer the boost campaign to have the updated settings, you will need to complete the following steps:

  • create a custom segment of customers who haven't yet opened the campaign

  • duplicate the campaign

  • set the audience of the duplicated campaign as the custom segment

  • make any necessary edits to the sender name

  • schedule the campaign to send


Q. I've sent out my email campaign which contained a discount block. Is it possible to update the details of the discount after sending the campaign?

A. Currently, there isn't a way to change the terms of your discount block once the campaign has been sent. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest.


Sending Campaigns

Q. Is it possible to resend a friend referral email from within the app?

A. Currently, there is not way to resend a friend referral email from within Marsello. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊

As a potential workaround, you could recreate the referral email as a one-off email campaign and send it to that specific customer.


Q. Is it possible to separate customers into different lists for those cases where each store site represents a different store brand?

A. The answer to this depends on where you would like to see the separation occur:

  • Loyalty automation - currently not possible. It is recommended to update the logo so this email represents all brands.

  • Segmentation - you can create segments based on where customers have shopped e.g. Site purchased from is “Queen Street”.

  • Campaigns & Custom Automations - You can then select to send to their custom site segments.

  • Pre-built automations - currently you can’t update the audience of these. However, as a workaround, you can replicate these and create a custom segment to use as the audience.


Q. Would I be able to resend an old campaign to a single customer?

A. Although there isn't a feature to resend a campaign to a single customer, you could still achieve this manually. You will first need to create a custom segment containing the customer whom you want to resend the customer. Then, you will need to clone the campaign you wish to send to this customer and set the customer's segment as the audience.


Q. How long do I have to wait to send a campaign after I have just sent one?

A. Marsello's safe sending period is set to 1 hour. Please schedule campaigns 1 hour apart at the minimum.


Q. What are hard bounces handled in Marsello - do these customers stay in the subscriber list or are they removed after a period of time?

A. Currently, customers will stay in the retailer's Marsello customer list. However, in the case of a hard bounce, we will stop sending to that email address.


Q. Is there a limit to how many emails can be included in an Automation/Campaign?

A. There aren't any limits on sending emails. All messages sent in email Automation and email Campaigns are included with your monthly charge.


Q. If a customer is loyalty blacklisted, will they receive email campaigns and automation emails?

A. Yes, blacklisting is only a loyalty feature. Blacklisting will only stop the customer earning points, and therefore loyalty automations. Blacklisted customers will still receive Google reviews and the other automatons.


Q. I've held an in-store event and sent a follow-up campaign to those customers who attended. I have learned of a customer who did not receive that campaign as they were previously unsubscribed from marketing. Can I get this campaign to them?

A. Although there isn't a feature to resend a campaign to a single customer, you could still achieve this manually. First, you will need to be sure the customer has given permission and is resubscribed to marketing in your connected integration. Next, you will need to create a custom segment for the customer to whom you want to resend the campaign. Then, you will need to clone the campaign that the customer didn't receive and set the customer's segment as the audience.


Q. Would I be able to download a copy of the email campaign once I sent it?

A. Currently, there isn't a feature that will allow you to download copies of your email campaigns. However, if this is a feature that you are interested in, please reach out to our support team and let them know of your interest.


Q. Can I share a campaign to Meta?

A. Currently, there isn't a feature that will share or boost an email campaign on Meta. However, if this is a feature you are interested in, please reach out to our support team and let them know of your interest.


Campaign Reporting

Q. Marsello emails are tracked in Google Analytics as direct traffic instead of email traffic, is it possible to update this?

A. The retailer can use UTM tracking on their links on any SMS or email campaign/automation sent via Marsello. This will allow them to track the link clicks within Google Analytics.


Q. I've created a campaign and added a hyperlink directing customers to a specific section of our website. Is there a way to track who has clicked that link?

A. In the reporting section you can see top links clicked but you can’t see which customer clicked on the link.


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