Outbound email

Angel Cheung
Angel Cheung
  • Updated

The outbound email node sends a single outbound email to a recipient with no expected replies.

An Outbound email progresses on the Sent path after 10 minutes by default. This wait time is configurable, and exists to monitor for any sending failures that may occur. Learn more in Outcomes section of this article

Set up

Sender details
Sender name: The name that appears to recipients, identifying the sender of the message.
From address: The email address that appears as the sender when recipients receive the email. The 'From address' must be a verified email address, or from a verified domain. Contact Support to set up a custom From address.

Email details

Recipient: The individual who will receive the email. Merge fields may be referenced here.

Email subject: A brief description or summary that conveys the purpose or content of the email to the recipient. Merge fields may be referenced here.


Design

Paste and preview HTML code, or build an email from scratch using the email builder. 

 

Build from scratch

With the email builder, you can edit, drag and drop content into the email building screen. The email design panel is divided into several sections:

  • Content allows the addition of columns, HTML and other visual elements such as text, buttons, dividers and images. 
  • Blocks allows the addition of pre-made columns.
  • Body contains settings that will affect the whole email, including preheader text, content (email) width, background and text colour, links and font family.
  • Images allows importing your own images via upload or URL, or choosing from a library of free-to-use images under Creative Commons Zero.

To move content or a row, hover over the item to reveal the pan icon. Click and drag to new desired place.

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To redo/undo an action, preview an email for different screen resolution, click on the icons located on the bottom right corner.

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Once the email is built and behaving as desired, click on the Save icon.

 

Use HTML code

To use custom HTML code, select the button and paste the HTML code into the textfield. You can preview the template before saving the node.

Using custom HTML may cause visual discrepancies across different email clients. We recommend using Pendula's email builder for visual consistency. For example, if a background image is used in your custom HTML, outlook will not render this. Instead, Outlook will instead render a white background colour, unless otherwise configured.

 

Inserting and editing an image

Pendula offers four methods to insert an image to your email – upload your own, use a previously uploaded image, use an image URL or choose from millions of stock images licensed under Creative Commons Zero. When you upload an image, we save that file in Pendula. 

  1. In the 'Content' pane, drag the Image tile onto the email canvas.
  2. Select the placeholder image on the canvas to open up the Image Content panel. 
  3. To use an image via:
    1. Uploading a file from your device, drag your file into the dropzone, or select Upload image
    2. Previously uploaded image, select More images > Uploads
    3. Uploading an image URL, replace the image URL link.
    4. Stock photo gallery, select More images > Stock images
  4. Adjust the image as necessary by clicking on your image to open up the Image Content panel. Click Save to keep the changes you've made.

Deleting an image

Select the image on the canvas and select the bin icon to remove the image.


Outcomes

Configure different experiences based on the outcomes of this node:

 

Sent
The experience will continue on this path if no failure notifications are received within the default wait time of 10 minutes, or immediately if the email is opened or a link is clicked. An opened or clicked email event is confirmation that the email was sent successfully.

This configurable wait time exists to monitor for any sending failures that may occur after the email has been sent to a carrier for delivery. You can change the wait time by clicking on the pencil icon. When edited, the 'Rejected' wait time will be synced too.

For example, if no sending failures occur within the wait time, the experience will continue down the 'Sent' path. If the email is opened or a link is clicked during this wait time, the experience will continue the experience down the 'Sent path'.

Configuring the wait frame for soft bounces

Soft bounces occur when an email cannot be delivered temporarily, often due to a full inbox or server issues. To cater for soft bounces, we recommend setting the wait time to 960 minutes (16 hours) within Pendula.

This gives the carrier enough time to try sending the email again after a soft bounce, and progress an experience based on the final delivery status (Sent or Rejected). Keep in mind that if a recipient opens the email or clicks a link, the process advances along the 'Sent' path immediately.

 

Rejected
The experience will either end or continue on this path (depending on its toggle settings) if a sending failure has occurred within the default wait time of 10 minutes.

This configurable wait time exists to monitor for any sending failures that may occur after the email has been sent to a carrier for delivery. You can change the wait time by clicking on the pencil icon. When edited, the 'Sent' wait time will be synced too.

When toggled off, the experience will end and exit the flow. When toggled on, the Rejected path will be visible on the canvas, where you can further configure the experience on this path. You can refer to Merge fields section below to personalise experiences continuing on this path.


For example, if a sending failure occurs within the default 10 minute wait time, the experience will continue down the 'Rejected' path.


Merge field explorer

In later nodes, when viewing the available merge fields for the Conversation node in merge field explorer you can expect to see the below. 

Only one outcomeReason will be displayed. For example, if your email continues on the 'Sent' path, you will see either "opened" or "success-timeout", not a combination of these outcomes.
Mergefield name Description Possible outputs Definition and examples
outcome The final email delivery status (string) success

The message was sent to the carrier for delivery, and no failure notifications were received during the wait time period, OR the email was opened.

The experience will continue on the 'Sent' path.

failure

The message failed to be sent. See outcomeReason (below) for possible reasons. 

The experience will continue along the Rejected path (if configured) or exit the flow.

outcomeReason The reason for a message delivery (string) opened

The email has been opened by the recipient. Please note different email clients and devices handle what is considered an 'opened' email differently.

The experience will continue on the 'Sent' path, and skip the wait time.

failed: [reason]

The carrier has accepted the email message, but encountered an error while sending it to the recipient. 

The experience will continue along the Rejected path (if configured) or exit the flow.

failed-normalization

The recipient's email is invalid. Ensure it is present and in the correct email format. The experience will continue along the Rejected path (if configured) or exit the flow.

other-error

Another error was found while sending the email message to the recipient. The experience will continue along the Rejected path (if configured) or exit the flow.

rejected

The carrier has rejected the email. The experience will continue along the Rejected path (if configured) or exit the flow.

success-timeout

The email message was sent to a carrier for delivery, and no failure notifications were received during the wait time. The experience will continue on the 'Sent' path.

validation-error

An invalid value was found in the node. Ensure your flow error warnings have been addressed. The experience will continue along the Rejected path (if configured) or exit the flow.

 


Known bugs

The paragraph spacing is not correctly rendering between the email builder and the email sent. In the email builder, adding a new paragraph by pressing enter shows no paragraph spacing, whilst the email sent will correctly render the space between the two paragraphs.

Email builder preview

Email sent