Email FAQ

What are email bounce rate limits?

If we detect that your email campaign has a bounce rate higher than 5%, we will stop this campaign from sending. We get notified when this happens, so we will review the incident and reach out to you.

An email bounce is when an email is not delivered as intended. This happens when the email is rejected because the email address is invalid or the email address doesn’t exist, or the recipient’s inbox is full.

What are email spam complaint rate limits?

If we detect that your email campaign has a spam complaint rate higher than 0.2%, we will stop this campaign from sending. We get notified when this happens, so we will review the incident and reach out to you.

A complaint is a signal sent to Panelfox when recipients click ‘Mark this Email as Spam’, or if the recipient's email server deems this email as spam. Complaints have the potential to block our servers from sending emails due to the likelihood that messages coming from our servers are unwanted.

To avoid complaints, users should check how their email addresses are collected: 

• Email lists purchased online should never be used
• If client lists are used, always mention in the email that you are emailing on behalf of the client

How do I use client lists?

Client lists have various levels of quality, which means some email addresses you are given can have a low bounce rate (0-3%), and some can have a high bounce rate (>5%). When you send a client list, we will monitor the quality of the list if it adheres to bounce rate limits.

To add a client list, we suggest creating a "Client List" panel property, and uploading a CSV with a column titled "Client List". Then in all the rows below this column header, put the same value (e.g. client-list-company-abc). This way, you can filter the panel and find these respondents, and later delete them from your panel.

When you send an email to the client list, your recipient is likely not expecting this email, so we recommend to mention that you are emailing on behalf of the client within the body of the message.

Take Survey button is not showing

The Take Survey button will only show up when you are using an email template for a screener. If you are getting an error, go to Study > Screeners > Your Screener > Email Template, and then load your chosen template here. Then in the Study > Overview section, select Send Message > Send Screener.