Recipients different then list used

Jesse Calagna

I just sent an email out to a list i created in RE7 and opened in NXT. IT has 412 people on it but 10 people are not on the Recipients list in the marketing-email section. What reasons that they would not receive the email.

Elaine Tucker

@Jesse Calagna, possible reasons for exclusions, if they have a “company” domain the domain may have not allowed the email to go through, is the email address on the record marked “DNC” or is the solicit code on the constituent record one that would prevent the email from going through?

Jesse Calagna

@Elaine Tucker Thank you - My frustration is that none of those “obvious” ones you stated are present. They didn't show up on the recipients list of the email.

Per the company domain answer - would that matter even if they don't show up on the recipient list?

Damon Rosenthal

@Jesse Calagna

To add to what Elaine said, maybe these individual email have opted out via previously mailings. Once they opt out of email, I don't believe RE can send to that address. I would review the Knowledgebase on RE Email and look for Opt outs or reasons email not sent to an address. I am not experienced because we are not currently using the RE Email feature.

Jesse Calagna

@Damon Rosenthal I would agree but there is no indication in RE that they did that (i.e. Requests no email or DNC on their email address).

Damon Rosenthal

@Jesse Calagna
Opt outs are all in the background within email systems. Blackbaud NetCommunity is like that. Once they opt out from any communication that address is excluded from all future system emails sent. (This may not be anything automatically updated within your database on that Constituent.) This is why I suggested to review the Knowledgebase relative to RE Mail feature as hopefully it would provide more info/education that can help understand what is going on. i.e Email Delivery and Deliverability FAQs - Email Resource Center is something I found that might help from Sept 12, 2023, just yesterday. There are several others that I found when I searched the BB Knowledgebase by “Why would RE email not be sent to a recipient?” SPAM might be another reason. Have you looked at the metrics on the email sent within RE? Sometimes that may indicate buckets or reasons not sent/delivered. We can see all those details and specific email addresses within NetCommunity. I have to bet that RE NXT Email process has what NetCommunity has in respects to those types of metrics/info.

Best wishes in finding some answers. ?

Jesse Calagna

@Damon Rosenthal

I understand and will check out that KB. My problem is he's on even on the list I created from RENXT. So when I click open list from static query in RE and then open it - the number is different - that's my biggest issue\\

Damon Rosenthal

@Jesse Calagna
Maybe for a list of 400+ you get very lucky and the # matches, but with our lists the number in our list to send rarely matches the actually emails sent for various reasons including some already noted. The majority of our mailings are much greater than 400. Think about it like snail mail and returned pieces of mail. Don't get me wrong as I don't think you should just accept it. Research and determine why as then you will be able to explain such numbers to others. Also some exceptions might be something to hand off to Development or Donor Relations to encourage a person2person engagement opportunity!

Jesse Calagna

@Damon Rosenthal - once again i understand but i'm talking about the lists being different (even before i send the email)

Elaine Tucker

@Jesse Calagna To help understand what's happening - in database view are you using a static query? If so is the record count 412? The record count in the static query will be given once you refresh the query. Are you then creating a new list in NXT from the static query in database view and getting a different number? If so, it is possible that the records that are NOT in the NXT list do not have a primary email indicator on the email of record, or are they marked “inactive” on the bio1 tab in dBview?

Elaine Tucker

@Jesse Calagna what is your criteria in the db view static query?

Jesse Calagna

@Elaine Tucker literally phone number one of and i pasted all email addresses. It's 418 and when i load it in RENXT it's lower

Jesse Calagna

@Elaine Tucker I was under the impression that they automatically select an email type if not one is listed as Primary

Damon Rosenthal

@Jesse Calagna
I would not assume that. :-)

regarding “impression that they automatically select an email type if not one is listed as Primary”

Damon Rosenthal

@Jesse Calagna
Ok. Thank you for the clarification. That might be something else relative to the db and NXT side and criteria. Unfortunately RE NXT still has a lot of gaps yet from DB view.

So you mentioned RE7, RE NXT List and RE NXT Marketing-email section.

What are the #s for each of these categories? If the # changes from RE7 to RENXT List then email functions should not be a factor and that is something with criteria or something not coming over as expected from RE7 (DB view).

Now if the # lowers when you see in Marketing-email section then I believe it is something to do with RE NXT mail functions. It might not be seeing a valid or active email for that Constituent. If KB doesn't really help quickly, I would tend to use VLOOKUP or compare within Excel so I can find the specific 10 exceptions and look at those if you have not already. If a reason isn't clear then I would probably set up a test email (without sending) with in RE NXT for one or some of those exceptions to see how it reacts. If nothing comes up, I would probably test an actual send with one email. If that all works as expected, then I would go back to the lists created. Finally, if no resolution, I would open a BB Support Case for the situation. I hope this helps. It is hard to say much more without knowing all the specifics and seeing it ourselves.

Elaine Tucker

@Jesse Calagna try this, in your db static query view in your output include consitutent ID. Export out to excel, remove all columns except the cons ID, run the “remove duplicates” tool within excel. see what your record count is then. When querying on one to many (phones to constituent record) it's possible that a constituent record may “meet” the criteria more than once, and give a “false” impression that there are more records in the query than meets the eye. OR to double check your numbers, make the original query “static”. Then create a new query based on the “original query from the query menu bar select: ”Tools" >"Query options">Record Processing> Select from… and see if your count remains at 412. You don't need anything in the output, your just checking numbers.