Online Express - Reasons email addresses are filtered out of RE queries

Hi Ashley and Debbie,


I would have to do a little more digging to figure out what is going on with both of your lists. Would either of you mind chatting with support about these issues? They can take a closer look at what is going on and making sure we resolve if need be. Thanks!


Michele Stender

Hi, Debbie!


If you are working with the query in RE and you have your desired email mapping selections in Account>Integration Options>Email mapping and (if you are emailing to relationship records) you have your desired relationship settings in your email list, Online Express will take care of cleaning up the query when we create the email list, as Online Express will further filter the the query when creating the email list.  When you create your email list in Online Express, Online Express will use the following criteria to determine what email addresses will be included in the email list:

• The email address cannot be blacklisted on Blackbaud's email servers during the time the email is being sent
• The email address cannot be populated in the Unusable emails section of the Online Express plugin (located on the Email marketing tab)
• The email address must have one of the mapped email types in Account>Integration options>Email mapping in the Online Express plugin
• The email address cannot be marked Inactive or DNC in the contact information section of the Constituent/Relationship record
• Duplicate instances of the email address are filtered out of the email list
• If the email address belongs to a Constituent record:
  • The Constituent record cannot have the Deceased or Requests no email checkbox marked on the Bio 1 tab
  • The Constituent record must be included in the query selected in the email list
• If the email address belongs to a Relationship record:
  • The Send to individual & organization relationship records checkbox must be marked in the email list
  • The Relationship record cannot have the Deceased checkbox marked on the General 2 tab
  • The Relationship record must be populated on the Relationships tab of a Constituent record that is included in the query selected in the email list
  • The Relationship record must be one of the relationship types selected in the email list

We have a couple Knowledgebase articles that further discuss how email addresses are filter, which you can access by clicking the hyperlinks below:

• How does Online Express filter email addresses in email blasts?
• How does Online Express handle DNC, Inactive, and Primary settings on emails in The Raiser's Edge?

If after reviewing the information in these articles you are still unable to determine why email addresses were included/excluded in your email list, I would recommend creating a case with Support by calling 1-800-468-8996 and pressing Option 1, Option 1, and Option 3.  Our phone support analysts are available Monday-Friday 8:30AM-8:00PM.  We also have a chat support team that is available Monday-Friday 8:30AM-8:00PM EST.  To chat with our chat support team, please visit the Support page on Blackbaud.com.


Thank you and enjoy your day

 

Hannah Diaz, bCRE-Pro

Product Support Lead – The Raiser’s Edge & Online Express

I have run into the same problem where some names and emails are in the final query but they are not sent the email and no reasonable explanation can be found as to why. They are not unsubscribed and no hard bounce was received.  



 

Were you able to figure anything out with this?

Debbie Hunt:

Hi Michele

Thanks for your comments... Yes, we've checked all of those and still puzzled!

Debbie

NEVER MIND SAW THIS WAS A GIVEN POSSIBLE SOLUTION BEFORE....


Under Integration Options in OLX go to email mapping.  Is your email type that is being filtered out not one of the three listed?  I know for us we try to just keep it to 2 different email types on a record, but if you have more than 3 my thought is that 4 email type if not listed under the email mapping will not be sent an email.

Hi Rochelle. Yes Online Express dynamically updates its recipient lists by "re-running" the underlying RE constituent query each time you use the list. The only exception to this is that for quick, repeated uses of the same list (e.g. emails sent to the same list in less than ~20 minutes) will not rebuild the list. Any amount of time between sends greater than that and the list will be rebuilt and changes to who is/isn't in the query result set will flow through to Online Express (subject to prior bounces, opt outs, email and relationship mapping, etc.).


Thanks,

Chris