Comms management

Emails

Some corporate email servers have spam filters that can prevent certain emails from reaching their intended recipient. Research indicates that 1 in 5 commercial emails never reach the desired inbox [source: https://returnpath.com/). This can be frustrating and, on the surface, may appear inexplicable. While we cannot resolve every ‘email not received’ issue, Jomablue offers tools to help clarify these issues.

How Jomablue sends emails

• Jomablue sends an “envelope” to our email servers that contain an email for a recipient. It has instructions that say “Send this email to a specific person”
• The email servers receive the envelope and send a notification back to Jomablue to confirm receipt and the intent to send an email
• The Jomablue email server then sends the email to the recipient’s email server
• Once the recipient’s email server receives the email, it notifies the Jomablue email server that it can deliver the message to the employee’s inbox
• At that point, the recipient's email server tells Jomablue email servers “You can consider this email as delivered.” From this point, Jomablue loses visibility of the email’s status, which could mean the recipient’s email server fails to deliver the email, places it in a quarantine queue, or marks it as spam/junk.

The more technical side

• Jomablue undertakes several measures to ensure smooth email operations:
• Monitors blacklists to ensure no Jomablue-owned domain appears on any email blacklist
• Tracks email sending reputation scores
• Regularly runs testing tools like Litmus and ReturnPath

Resolve emails not being received

• If email messages end up in Junk, move them to your inbox to help your spam filters learn
• Ask your IT department to whitelist the domains 'jomablue.com' and 'event-email.io'
• For attendees, check the Jomablue > People section to ensure that the contact details are correct
• For Users, check the Advanced > Users section to ensure that the contact details are correct
• The person may have unsubscribed. See section How to Resubscribe below.

Unsubscribe or Resubscribe a person from receiving Emails

Emails from Jomablue may include campaigns for e-Tickets, general correspondence, Surveys, Vendor correspondence, and requested information from Touchpoints.

How to Subscribe

By default, all People added to Jomablue are subscribed to email notifications, provided a valid email address is available. These emails may include various campaigns, correspondence, and requested information from Touchpoints.

How to Unsubscribe

All email notifications include an Unsubscribe option which recipients can select to prevent future emails from being sent. Clicking this link will unsubscribe them.

Note: Unsubscribing will apply to all email notifications from all events within Jomablue

How to Resubscribe

If a person has unintentionally or deliberately unsubscribed from emails, they can easily resubscribe by following these steps:

1. Locate any email from a Jomablue event within the same instance (e.g., customer)
2. Click on the Unsubscribe link
3. Once redirected to the unsubscribe page, click the Resubscribe button
4. View the confirmation

Notes:

• Unsubscribing will stop emails from being sent from Jomablue for that instance. However, if a person has interacted with a Vendor, they may still receive emails directly from that Vendor (external to Jomablue), from which they can opt to remain subscribed or unsubscribe

SMS

Unsubscribe or Resubscribe a person from Receiving SMS

To prevent a user from receiving any SMS messages, please follow these steps:

1. Navigate to People
2. Search for and select the relevant person
3. Select Advanced Tab
4. Under Privacy, set Unsubscribe from SMS to Yes or No as required
5. Press Save

Note:

• This will include marketing and transactional SMS messages, including important e-Tickets or Event surveys, which may impact the event attendance experience
• You can resubscribe them at any time by changing the value back to No
• An option to unsubscribe should also be included in SMS broadcasts. This could be as simple as instructing the user to “Send STOP” to a designated phone number.
• You can use the People Imports feature if you have a large number of records to update. Within People Imports mapping, select SMS send permission and apply the relevant rules.

Example: Unsubscribe from a People record: