When you build an Email Marketing campaign, Send To decides who receives it, and From Name and Reply To Email decide who it comes from. This article explains each choice and which record AMS+ reads it from. Some Send To options send to the record itself, like Individual or Agent. Others, like Policyholders or Group Policy Individuals, send to a person connected to a policy or a Group. This article covers Email Marketing campaigns only. Emails sent by Enhanced Automated Workflow work differently and aren't covered here.
Understanding the sender and recipient terms
- Servicing Agent: The Servicing Agent on the recipient's own Individual record. This is true for every Send To option that sends to Individuals, including Policyholders and the group options. It is never the agent set on the policy or the Group. It isn't available when you send to Agents.
- Group Servicing Agent: The Servicing Agent on a Group. For Primary Contact of Groups and Group Individuals, it's the Group the recipient belongs to. For Primary Contact of Group Policies and Group Policy Individuals, it's the Group that holds the policy. It's available only for those four Send To options.
- Policyholder: The Individual who holds an Individual policy.
- Primary Contact: The Individual set as the Group's Primary Contact. For Group policies, it's the Primary Contact of the Group that holds the policy.
- Group Individuals: Every Individual in a Group.
- Group Policy Individuals: The Individuals in the Group that holds the policy who are enrolled in that policy.
- Marketer's Name and Marketer's Email: The name and email address you set in the Email & Activities Backup section of Contact Information, in My Agency Settings. They appear as options in the From Name and Reply To Email dropdowns.
- Other: A name or email address you type in yourself. It stays the same for every recipient.
Who receives a campaign
Every Send To option sends to an Individual or an Agent, never to a Group or a Policy record. A person is included only if they have a valid email address and haven't unsubscribed. A Group or Policy doesn't have an email address of its own to use instead.
| If you choose this Send To... | Who receives the email |
|---|---|
| Individual | Each Individual. Carrier contacts aren't included. |
| Primary Contact of Groups | The Primary Contact of each Group |
| Policyholders | The Individual who holds each Individual policy |
| Primary Contact of Group Policies | The Primary Contact of the Group that holds each Group policy |
| Agent | Each Agent |
| Group Individuals | Every Individual in each Group |
| Group Policy Individuals | Each Individual enrolled in a Group policy |
Recipient filters narrow the list further. You can change Send To only while the campaign is a draft, and changing it clears the email content, the recipient filters, and the recipient list.
Who the campaign comes from
From Name and Reply To Email offer the same choices, and the choices depend on your Send To.
| If you choose this Send To... | Choices for From Name and Reply To Email |
|---|---|
| Individual or Policyholders | Servicing Agent, the Marketer's Name or Email, or Other |
| Agent | The Marketer's Name or Email, or Other |
| Primary Contact of Groups, Primary Contact of Group Policies, Group Individuals, or Group Policy Individuals | Servicing Agent, Group Servicing Agent, the Marketer's Name or Email, or Other |
Servicing Agent and Group Servicing Agent are looked up separately for each recipient, so one campaign can go out under several agents' names. From Name uses the agent's name, and Reply To Email uses the agent's email address. For example, if you send to Policyholders and choose Servicing Agent, each email comes from the Servicing Agent on that policyholder's Individual record, not the agent on the policy.
If AMS+ can't find the agent, or the agent has no email address, it uses the Marketer's Name and Marketer's Email instead.
When an email isn't sent to someone
AMS+ builds the recipient list when you set up the campaign and checks each recipient again when their email goes out. Someone who unsubscribes after the list is built is still skipped.
AMS+ skips the email if the recipient:
- has unsubscribed from email,
- has no email address, or has an address that isn't valid, or
- has been deleted.