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What Does Each Email Issue Status Mean?

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

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

Clients with Email issues aren't receiving Homebot because of one or more of the following reasons:

This article will show you where to find clients with email issues in your Client Engagement Portal and explain what each issue status means. Learn how to turn clients with email issues into a call list HERE.

To bulk delete clients with email issues, see THIS help article.


To find clients with email issues, navigate to your Dashboard and click on Explore all Key Client Lists:

From there, click on Needs Attention and select Email issues to populate clients with email issues 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

If a client unsubscribes they can still access their reports through previous emails. As a result, you may notice activity from clients who have unsubscribed.


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.

Special note about invalid emails: If an email is showing as invalid in Homebot but is a valid email, our system will be unable to clear the email address.

This typically means either the client's email provider has marked communication from Homebot ([email protected]) as spam, which we are sadly not able to control, or the client has previously been asked to not be communicated with by Homebot. If they did indeed mark as spam, they need to whitelist [email protected] with their email provider and we would need the client to send us written confirmation to reinstate their email address and remove them from the flagged list.

This is per the rules of the CAN-SPAM act. See: CAN-SPAM Act: A Compliance Guide for Business | Federal Trade Commission


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.


Have questions? Send customer support a direct message using the pink icon located at the bottom right corner of your screen.

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