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What Does Each Email Issue Status Mean?
What Does Each Email Issue Status Mean?

Learn where to find the issues tab and what each email issue status means.

Erica Stern avatar
Written by Erica Stern
Updated over a week ago

The issues tab is where you'll find clients and prospects who aren't receiving Homebot because of one or more of the following reasons:

This article will show you where to find the issues tab in your account and explain what each issue status means.


To view clients with issues, navigate to the Manage tab and click on the Issues sub-tab:

From here you can sort by issue type:

Or search for clients, sort clients alphabetically, and delete one at a time or in bulk.

Before deleting people from your database, we recommend a couple of things:

  • If possible, use your issues tab as a call list. Hear more about that in this article.

  • Keep a spreadsheet of people who have unsubscribed so that you don't accidentally include them on a subsequent bulk import.


Learn what each issue status means below:

Less active

These clients aren't opening Homebot emails as often as most clients. You might want to check in with them to learn why. Homebot doesn't want to annoy them, so it is smart about sending emails less often as the client cools.

  • Cooling off: These clients haven’t opened the previous 4 emails from Homebot and will soon move to receive our monthly digest emails quarterly if they do not engage. It might be worth reaching out to re-engage before they start going cold.

  • Going Cold: These clients haven’t opened the previous 6 emails. They'll be moved to a quarterly email schedule if they do not engage with the 7th email.

  • Cold: These clients haven't opened the last 13 emails so we no longer send them our scheduled emails. It might be worth deleting them from Homebot.

Marking clients as "cold" depends on their email domains since different inbox providers respond to repeated unopened sends differently.

FYI: Gmail clients, and Microsoft clients (@hotmail.com, @live.com, @outlook.com, @msn.com) transition to “cold” on their ninth send if they have no engagement, and everyone else transition to "cold" on the twelfth unopened email.


Unsubscribes

These clients have unsubscribed from Homebot emails or marked them as spam. You may want to update your CRM to no longer send emails to these clients and likely delete them from Homebot.

  • Unsubscribed from all Homebot emails

  • Unsubscribed Homeowner

  • Unsubscribed Buyer

  • Marked as Spam


Incomplete clients

Incomplete client: These clients aren't able to receive emails from Homebot because they do not have a home OR a buyer profile. Complete the client record so they have a Homebot and can start receiving emails.


Invalid email

Wrong email or bounced: These clients have email addresses that aren't working. You may want to call the client to ask for a new preferred email address or delete them from Homebot.


Hard bounce

These clients are not receiving Homebot emails because the email address is incorrect or no longer in use. We recommend verifying the email with the client or deleting it from your account.


Spam complaint

These clients are not receiving Homebot emails due to the client marking the incoming emails as spam. We recommend contacting the client directly to ensure they understand the value of Homebot or deleting them from your account.


Suspicious email

These clients have not opened a Homebot email, and our system will not send additional emails automatically until there is email engagement. We recommend contacting the client directly to verify the email and ensure they understand the value of Homebot or deleting them from your account.


What's next? Check out this article for how you can turn your issues tab into a call list!

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