FAQs

We believe in authorized marketing based on reciprocity between marketer and customer. That is why we allow for such reciprocal communication only.
To guarantee our customers enjoy high deliverability (emails sent are not blocked or labeled as Spam), we make sure everyone under our roof is playing by the rules, distributing proper content to legit contact lists.
Our support team reviews every new inwise account before approving the publishing and sending out newsletter and form features

• Complete and comprehensive fill-out of your account approval form. This allows us to get to know you and your objectives of using the system better and faster. Every detail you can provide us helps the process.
  
• Creating an email campaign (newsletter) or designing a landing page with real content.
  Uploading your contact list.

We do our best to approve accounts within 1-2 business days.
Feel free to contact us and ask to speed the approval process

Possible reasons why an account would not be approved may be:

• You are not following  inwise terms of use.
• Insufficient detail on the approval request form does not allow us to know you and your objectives of using the system well enough.
• The approval request form was sent multiple times without providing the additional required information.
• The objectives of using inwise system does not meet inwise terms of use.
  The content of your email campaign (newsletter) does not meet inwise terms of use.
• The origin/source of the contact list is unclear.
• The account uses a temporary email address.

To dispute this decision please contact us

In some cases, after reviewing your inwise account, we need more information about you and your objectives for using the system before approving it for ongoing use.
In these cases, to proceed with the process of approving your account, we ask that you resend your request filling it out with as much detail as possible.
To help speed up the process we recommend creating campaigns or landing pages with real content as well as upload your contact lists to the system.

No need to panic. It’s all good. To get your password, you can either:

1. Go to Login page, and Click ‘Forgot your password’. This will guide you through resetting your password.
2. Contact our support team.

Need to reset the password of someone else in your organization? Users of Manager permission level can do that. After resetting their password, go to the Settings menu and choose Replace Password to set a new one.

We put great effort in protecting your data. As part of our security measures, we ask you to change your password periodically.

In the black menu bar, on the left side of the screen, under “Integrations and Developers”, select “Api Key”.

If you have accidentally deleted groups, contacts, campaigns, pages, or forms, they are kept in the recycling bin for 7 days before being permanently deleted from the system.

Access the “deleted items” from the black menu in the left side of the screen.

Once you are on the “Recycle bin” page, select the deleted item that you want to restore and click “Restore”.

Click the “Little Man” icon (account settings) on the top right of the system and click “My Billing Plan”.  In that screen you can see in which plan your account and which existing tickets do you have.

You can freeze accounts on a monthly plan (based on the number of contacts).
Account managers can freeze the account for up to 30 days.
Once the account is frozen, you can still run campaigns, submit for review, view reports, and update your contact lists.

* Limited to two freezes per year.
* During the period when the account is frozen, no charges will be made.

How do you freeze an account?

Enter to your account, click on the little man’s icon at the top right of the screen and select “My Billing Plan”, then click on the “Freeze customer” button.

We are sorry to hear that you want to close your inwise account 🙁

To close your account, enter your account, click on the little man’s icon at the top right of the screen, select “My Billing Plan” and click on the “Close customer” button.

Cases where an inwise account is closed and the stored information disappears:

• After the trial period of 30 days from the date of opening the account ends, the account will be closed and all information stored in it will be deleted.
• After a year of no login.
• 30 days after the card expires or is no longer valid.
• If there is a debt for more than 30 days.
• The account manager has decided to close the account.

Once the account is closed, no information, media, or activity history can be recovered from it.

Once the account is closed, no information, media, or activity history can be recovered from it. Therefore, we recommend exporting information important to you from your account.

Yes, absolutely.
According to the anti-spam law, every email of marketing nature must include an unsubscribe link allowing the recipient to remove himself/herself from the mailing list and not receive any more emails from the sender. That is why inwise automatically attached an unsubscribe link to every email and campaign you send.

An Unsubscribe link is added automatically to every newsletter. You can view it at the bottom part of your newsletter. This option is important both marketing wise, to allow your recipients the option to choose the messages they wish to receive, as well as legally, as part of the anti-span law, requiring all sender of advertising messages to include this option. Your recipients choosing to unsubscribed are documented and classified as such in the system.

If a contact has removed himself from the mailing list, the law prohibits mailing to him.
It must be followed up with a written request for his approval before returning him to the mailing list.
In order to accomplish this, enter the contact’s email in the search field (the magnifying glass in the top-right menu).
Entering the contact record (card) and click on “Send an email requesting a return to the mailing list” (if this line does not appear, contact our support team).
The contact will receive an email requesting confirmation of his return to the mailing list.

Yes, you can change the text of the unsubscribe tag in the account settings by adding # unsubscribe # tag as a link in the text.

On the Contacts page, click on the green circle “Unsubscribed contacts”.
You can export the list, by clicking on the export icon at the top right of the screen .

• At the “Contact” screen’ click on the green circle “Unsubscribed contacts”.
  
  You can add the contact’s address or import CSV files.
• In addition, the contact can cancel the registration himself by clicking on the “Unsubscribe” link in the email or SMS he received

Importing unsubscribed contacts, there are clear rules regarding the Excel file format.  The Email column should be the first column, and the column header must be – Email – in English only. Also, the first line must be a title row.

There are three main types of removal from the contact list:
“Manuallay” – The sender removed a contact by adding his email address to an unsubscribe list.
Import – Import an unsubscribe list
Self – If the contact has chosen to remove himself, he must choose the reason for this:
1. These emails are not relevant to me
2. I do not want to receive any more emails
3. I do not remember ever signing up for this list
4. I get too many emails
5. The emails are spam
6. Other

If the contact has reported via the email service about the mailing as “spam” (in Gmail for example) – you will register for reason # 8

No need. Contacts who unsubscribed from a group can be part of the standard mailing list, but they will not receive newsletters as part of the unsubscribed contact list.

When you save images use PNG, JPG or GIF format.
Maximum file size: 1.5 MB for an image.
Please note – the size of the picture affects the amount of time it will take to download it to the computer or the phone

During editing the campaign, click on the “Add Element” (Plus Icon ), drag the “Follow us” element .
Clicking on the icons will open a content design pane. Click on the “Edit Icons and order” button.

Clicking on an icon of each social network and its darkness – will remove it. Clicking on and lightning the icon will activate it.
Entered in the field of each icon the relevant address

This is not recommended.
When you copy exists content from other files such as Word, Excel, Web site or similar software, other code lines are added.
Therefore, we recommend copying the content to a simple text editor such as Notepad, and then copying the content to the system.

At first, you have to create a new email campaign. Once you’ve updated your mailing information, you can select the “Copy this message” option.
Next, select the campaign you want to copy, and click the “Copy” button. A content editor screen opens, where you can edit, adjust, and resubmit your mailing.

You can not edit an email campaign that has already been sent, but it can be copied, edited, and resubmitted.
First, create a new email campaign. Once you’ve updated your campaign information, select the “Copy this message” option
Then, select the campaign you want to duplicate and click the “Copy” button. A content editor screen opens, where you can edit, adjust and resubmit your mailing.
Alternatively, from the list of campaigns, select the campaign you want to duplicate and click “Copy”.

It is not possible to integrate forms within the mailing because the various mail companies (Gmail, Outlook, etc.) block them,  for security reasons.
You can attach a link to a landing page that has a form to the mailing.

In terms of the system – there is no maximum length limit to the mailing.

Mailing can be extended in the following ways:

• Duplicate a component that appears in the mailing – click on the component you want to duplicate and click on the duplication icon .
• Add components – By drag&drop components to the campaign template.

You can upload to the media area different types of files such as: PDF, HTML, WORD, XLS, ICS, iCalendar format and more.

You can find information about this in the Media area guide

When editing the email campaign, stand on the text block/image/button element, where you want to add the link and click on the small pencil icon “Edit Element” .

To make an image into a link -in the pane that opens click on “Edit link”
In the “Link type” field and choose “E-mail”

To make a text or a button into a link – in the pane that opens click on the icon “Link”
In the “Link type” field and choose “E-mail”

In the “Email address” field, entre the email address  at which you would like to receive the referral.
In the “Email subject” field, you can define the message subject you receive. For example: “Email from Winter campaign.”

When editing the email campaign, stand on the text block/image/button element, where you want to add the link and click on the small pencil icon “Edit Element” .

To make an image into a link -in the pane that opens click on “Edit link”
In the “Link type” field and choose “Phone”

To make a text or a button into a link – in the pane that opens click on the icon “Link”
In the “Link type” field and choose “Phone”

In the “Mobile number” fields, entre the phone number.

When editing the email campaign, stand on the text block/image/button element, where you want to add the link and click on the small pencil icon “Edit Element” .

To make an image into a link -in the pane that opens click on “Edit link”
In the “Link type” field and choose “WhatsApp”

To make a text or a button into a link – in the pane that opens click on the icon “Link”
In the “Link type” field and choose “Phone”

In the “WhatsApp” fields, entre the phone number.

When editing the email campaign, stand on the text block/image/button element, where you want to add the link and click on the small pencil icon “Edit Element” .

To make an image into a link -in the pane that opens click on “Edit link”
In the “link type” field and choose “Landing Page” and select the relevant landing page.

To make a text or a button into a link – in the pane that opens click on the icon “Link”
In the “link type” field and choose “Landing Page” and select the relevant landing page.

While editing the campaign, mark the text that will serve as an anchor, in the toolbar click on the Anchor icon .
In the anchor properties pane type the name for the anchor.

To create the link to the anchor:

• To link a text or a button to the anchor: Mark the text, in the toolbar click on the link icon .
  In the “Link Type” drop-down menu choose: “Link to anchor in the text” and choose the anchor name, this item should link to.
• To link an image to the anchor: in the pane that opens click on “Edit link”  and choose the anchor name (for example: # Workshop details).

While editing the email campaign, add a button element to your template and click on it.
In the pane that opens, type in the “Title” field, the text that you want to appear on the button.
(for example: To remove from the mailing list, click here).

Then click on the icon “Link”
In the “Link’s URL” field  select “Other” (instead of https://) and type #unsubscribe#

While editing an email campaign, click on the text block where you want to add the tag, and then click on the small pencil icon next to it “Edit Element”.
Click “Custom Tags” and select the “Send To Friend” tag. This tag can be tracked, so you can know to which other recipients the mailing has been sent

Yes of course. There is a comprehensive guide that explains how to do this – for viewing the guide

The email display setting in the contact mailbox may be in a text rather than HTML.

You can duplicate the text block where the formatted text appears (clicking on the Duplicate Element icon), and update the relevant text.

Only fonts built into the system can be used because they are recognized and supported by all mail servers.

There is a certain limit on the length of the links. If you receive such a message, you can contact our support.

The cause of that problem is an object that was copied incorrectly from Word, as soon as the object will be deleted – the problem will be solved. Therefore, try removing different elements from the mailer (one at a time) and try to create a link again.

The system keeps backups for only a few days. You can use this option to recover email campaigns.

On the Edit Campaign screen, in the top menu bar, click the “Save” button and select “Saved versions”
The list of recent saved versions will open. Clicking on each version will display it. To restore one of the versions, select “Restore this version”.

Guide – sending profile

Guide – Setting “reply to” email address

Click on the “Little Man” icon (account settings) in the upper right of the system, then click on “My billing Plan”.

Once you finished editing your mailing, on the last screen, you can select “choose a date” and schedule the sending time.

Yes, while you enter to the contact card, click on the “View History” icon located in the top menu bar. This screen shows all the relevant statistics for the contact.

The system has a mechanism that prevents duplicate email campaign sending to the same contact. This mechanism refers to the contact’s e-mail address. However, if you send a duplicate campaign, it will be sent again to the same contact. That’s  because the number of the copied campaign is different from the original mailing.

Yes, after adding the new contact to the contact group,  resubmitted the campaign to the same group. The campaign will be sent only to the new contact.

You can also create a new contact group and resend the campaign to that group.

There may be several reasons for this:
– The contact list included contacts who removed themselves (unsubscribe)
– Incorrect email addresses
– Bounced contacts from previous campaigns.

You can look at the funnel in the analytics area to understand the distribution of those contacts that did not receive the campaign.

Guide – sending profile

Guide – Setting “reply to” email address

A hard bounce is an email that couldn’t be delivered for permanent reasons. Maybe the email’s a fake address, maybe the email domain isn’t a real domain, or maybe the email recipient’s server won’t accept emails

A soft bounce is an email that couldn’t be delivered because of temporary reasons. An inbox may be full or the email file might be too large, among other reasons. inwise will keep trying to deliver the email for a while, If the message continues to be reject continuously the system will return it.

These contacts cannot be automatically deleted. In each mailing, the system checks whether a particular contact has returned X times in the past Y days. The default is that a contact who returns 3 times within two months will not be sent a fourth time.
If necessary, you can change the time setting.

The contact may have forwarded the email to other contacts, who are not in the contact list. If one of them accidentally clicked “Unsubscribe”,” the “original” contact will be removed from the contact list.
In this case, you should contact our support.

There are organizations that have information security systems that scan the email content before arriving in the inbox, sometimes performing “open”, “click”. Therefore, you get an indication of actions that aren’t actually done.

what can you do? First, it is important to understand that this phenomenon is usually marginal (unless you are primarily mailing to organizations with security systems that scan inbox).

If necessary, you can contact our support to include IP addresses in a filter list – so we will ignore the actions of these systems.

* It is important to note that not all of these systems have fixed IP addresses.

Blocking images is the default setting of the Outlook program,  changing the setting is performed on the contact’s computer.
They can unblocked this as follows:
Enter the relevant mailer, right-click on the mouse and select “Add sender to safe senders list” or select “Add @domain to the safe list” .

In the main menu bar on the left, click on the “Analytics” tab and then click.
You can observe the statistics for all the campaigns sent. You can also select a specific campaign and watch its performance individually

There is no way to see after sending (without tracking clicks) who clicked the link. Because the system sends the links as they are without coding.

If you didn’t set “send to didn’t” on the “Schedule and approve campaign sending” screen, while sent your campaign.

On the campaign statistics screen, click on the “didn’t open” in the performance funnel.
Click “Add contacts” and select “New group”.

Duplicate the relevant campaign and send it to the new group you created.

There are all the contacts who returned the mailing or who it wasn’t sent to. There are several reasons for this:

• There mailing box is full
• Wrong Domain
• Wrong Email address
• The contact unsubscribe

The exact reason for each segment of the performance funnel is visible in the analytics area.

Sure, you can publish a landing page with a reference to your domain with a CNAME record.
While creating the landing page, on the “Settings and Advertising” screen, in the “Advertising settings” field, select “As Your Website URL (CNAME)”.
Update the subdomain, for example: pages.yourdomain.co.il.
Then, ask the responsible entity for the domain, to set a CNAME record turning the sub-domain you set up earlier to:
for-cname-no-proxy.inwise.net.

The subdomain can be used for multiple landing pages.

If you do not have a domain, you can publish your landing page on inwise servers. The domain that inwise provides: inwise.net.
You must add the subdomain – any name and provided it is in English letters without any spaces or special characters.
Please note, this domain is uniform and unchangeable for all future landing pages you create.

While designing the landing page, on the “Settings and publish” screen, click “+More Settings”, select “+Tracking Code”.
Paste the tracking code to the panel “Other Codes”.

Sure. In the Settings and publish screen, check the box “Send Email to the account manager regarding new registration”.
So that the account manager receives an email on each filled out form. The update email will be sent to the email address defined as Account Manager.
You can update the email address on the final screen, after the published, by clicking on “Edit Automation”.

While editing the landing page, in the Settings and publish screen -> under more settings -> Mark V in the checkbox: “Registered number limitation”
You can set the maximum number of registrants and the text that will be shown in case the limitation will be activated.

• You can pause the landing page – but whoever enters the link will see that the link is not available.
• It ‘s recommended to limit the number of registrants  While editing the landing page. You can define the text that will appear when the places run out.

Yes.

• On the Pages & forms list, click the “Edit” link next to the page/form you wish to edit.
  It’s important to complete the update process so that the changes you’ve made show up on the published page or form
• You can also “Pause” the landing page and then edit it. Note that while editing, the landing page link is inactive.

In order to know which landing pages are active, navigate to the “Pages and Forms” screen.
In the left side of the screen, filter by status: “Published”
Select Type: “Landing page”.

In order to publish the landing page – you have to copy its link and publish wherever you choose, therefore it is not possible to know through the inwise system where it was published.

Navigate to “Pages and forms” screen.
Click on the “Statistics” button, next to the landing page/popup/registration form, whose details you want to export.
Click the export icon in the upper left corner of the screen