Table of Contents

Using the Mass Email Tool

Mitchell Paul-Soumis Updated by Mitchell Paul-Soumis

Read Time: 4 mins

When to Use a Mass Email

The Mass Email tool exists to send an email to a large number of customers, where manually selecting the recipients would be impractical due to time consumption. Mass Emails are targeted to a list of accounts based on the filters selected. As multiple filters are added, the recipients will shrink accordingly - only recipients which meet all criteria will receive the mass email.

Most commonly, Mass Emails are used to notify your customers of upcoming changes to the network such as maintenance or unexpected downtime, however, Mass Emails can also be used to inform your customers of promotional material, or temporary savings.

Mass emails can also be used to notify customers of price increases across your service offerings.

Creation Fields

Creating a mass email is a more flexible process than email messages, as a mass email uses completely free-form fields. In a mass email, the From Name and From Email Address represent the information that will be displayed to the email recipient. These two fields do not need to share a From Name or a From Email Address with any existing Email Messages or Inbound Email addresses. The Files section allows you to add an attachment to your Mass Email.

When attaching files to the mass email, the maximum file size is 500MB.

Configuring the message and the filters will be covered in additional detail in the sections below.

Creating the Message Content

For a complete overview of Sonar's rich text editor and examples of how it can be used, check out the documentation for it here.

The Mass Email Message content utilizes the same content creation tools as the Email Messages, providing the versatility of variables on a much larger contact scale.

The available variables within the Mass email are as pictured below:

Amount Due: This variable will display the amount due on any unpaid invoices. This variable is useful for Mass Emails targeted at many delinquent customers.

Account Number: This variable will include the respective account number on the mass email upon receipt

Company Name: This variable will include your company name on the email

Contact Name: The contact name variable places the name of the designated recipient on the email. If multiple contacts are receiving the same Mass Email. Do note that unless the "Contact has Email Category Enabled" filter is used

First Name & Last Name: This variable will insert the recipients first and last name per their contact information

Common Mass Email Messages

Network Outage

Subject: Network Outage A-002 Tower

Body:

Hello *|FNAME|*,
This message is to let you know that we are aware of a network site issue that is affecting your services. We are presently dispatching technicians to remedy the issue and have an estimated time of repair for 2:00 PM. We will send you another email to let you know when services are restored, or we will provide a status update at 2:00 PM.Thank you for your understanding

Using Account Filters

Through the use of the available filters, you can determine which accounts and/or contacts will be receiving the mass email. Multiple filters can be added, allowing you to further narrow down who this email will go out to.

To add a filter, simply click the "Add Filter" button and then select the filter you wish to use from the dropdown menu, along with its corresponding value(s).

Below you will find a table containing all of the available filters along with what each means.

Account has IP from Pool

This filter will present you with a list of all IP Pools, allowing you select a single or multiple pools to target only those accounts.

Account has IP from Subnet

This filter will present you with a list of all subnets, allowing you select a single or multiple subnets to target only those accounts

Account has Service

This filter will present you with a list of all Services on your instance allowing you select a single or multiple services to target only those accounts

Account has Status

This filter will present you with a list of all Statuses configured in your instance allowing you select a single or multiple statuses to target only those accounts

Account is Associated with Item

This filter will present you with a list of all Inventory Items created on the instance, allowing you select a single or multiple items to target only those accounts

Account is Connected to Network Site

This filter will present you with a list of all active Network Sites on your account, allowing you to select one or multiple Network Sites.

Account is Delinquent

This filter is used to select all accounts that are delinquent in your instance

Account is in Group

This filter is used to email accounts that are within a certain Group. This filter will display all active groups on your instance.

Account is of Type

This filter will display all account types on the instance, allowing you to select one or multiple types of account.

Contact has Email Category Enabled

This filter allows you to selectively target certain contacts from accounts by selecting the appropriate Email Category from the list.

Testing Mass Emails Before Sending

There may be times when you want to test out and see how the email will be received, before sending it out to your customers. Although there isn't a "preview" button available in the software for this purpose, we do have some helpful steps that can be used to accomplish this.

To follow these steps, you will first need to ensure these 3 things are in place:

  1. An account group for testing purposes (i.e. "Mass Email Testing")
    Expand here for help with creating the account group
    To create the account group to test with:

    1. Navigate to Settings menu > Accounts > Account Groups
    2. Click the "Create Account Group" button at the top of the screen
    3. Enter in the name, such as Mass Email Testing
    4. Click "Create"
  2. A fake customer account that can be used for testing purposes
    Expand here for help with creating the fake account
    To create a fake customer account to test with:

    1. Navigate to the Accounts screen (click "Accounts" from the left-side navigation panel)
    2. Click the "Create Account" button at the top of the screen
    3. On the first page of the Create Account window, enter in all required fields; for the optional Groups field, select the account group you created in the step above
    4. On the second page of the Create Account window, fill in a name and your email address for the primary contact
    5. Click "Create"

    Note: depending if you have any custom fields that are required upon account creation, you may also need to complete these fields on the third page of the Create Account window, before you will be allowed to click "Create"
  3. A contact on the fake customer account that has your email address
    Expand here for help with creating the account contact
    If you are creating a new account, this step will be handled in step #2 above (when completing the second page of the Create Account window).

    If you already have a testing account setup and skipped step #2 above, follow the steps below to add an account contact with your email address.

    1. Navigate into the account you wish to use for testing
    2. Click into the "Contacts" tab of the account
    3. Click "Create" at the top of the tab's screen
    4. Within the Create Contact window, enter in a name for the contact and ensure your email address is entered into the Email Address field
    5. Click "Create"

Once the above items are in place, simply draft the mass email that you wish to send. When complete, add the filter "Account is in Group" and select the account group you created for testing purposes (in step #3 above). Once you've ensured that only your testing account is included in the list of accounts the email will be sent out to, simply click "Send Mass Email". The email will be sent to the email address you added for the contact on the testing account.

Once you have received the email, review and ensure everything is as desired. If further tweaks are needed, simply continuing editing the mass email from that same mass email screen. When you are ready to send it out to your customers, remove the existing "Account is in Group" filter, and add any necessary ones for the customers you wish to send the email to. Once this is done, simply click "Send Mass Email" and your email will be sent out to all customers that you've included with the filters.

How did we do?

Call Logs: General Best Practices

Email Messages: Example Content

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