What are Responders & Interactions?

Interactions are any recipient interactions with your email, including link clicks, smart attachment opens, replies and forwards. Opens, Opt-outs and unsubscribes are not counted as interactions, as they are accounted for separately.


The Total Responders metric is the count of contacts on your list who have interacted at least once (to this message, campaign or all messages sent to the list, depending upon which report you are running).

A Reply is tracked via PoliteMail monitoring your inbox, based upon tracking codes and subject.

A Forward is tracked by measuring any opens generated by the sent email by someone other than the original recipient (determined via IP address). Forwards are subject to the same tracking limitations as an Open. The forward measure does not tell you who they forward too. A forward-to-a-friend link may be measured directly.

The Total Interactions metric is the count of all interactions made as a result of your email.  For example, if one recipient clicked on two different links, that would count as two interactions.  Clicking on the same link twice would also count as two interactions.

New is the count of recipients whose first-ever interaction with your email occurred.

Multiple is the count of recipients on this list who have interacted with an individual message multiple times (e.g. click two different links, or clicked a link and replied).

Returning is the count of recipients on this list who have responded to at least one other different messages sent to this list within the past 90 days.

Renewed Interest is the count of recipients on this list who were Inactive (had not responded to any message sent to them within the last 90 days), but became Active by interacting with this message.

What is the Active Metric?

What is the Active Metric?

The Active metric is the count of recipients who have at least one open confirmation or response (click, reply or forward) to a message sent to this list, within the last 90-days. To be considered Active, you must have sent email to the contact within the last 180 days. Active contacts are people who are doing something with the email you send. Obviously, some contacts will be more active than others, with the recently active and highly active contacts being the most engaged with your communications.

The Inactive metric is the count of recipients on your list who have no open confirmations or responses within the past 90-day period. To be considered Inactive, a recipient must have been sent at least seven (7) email messages.

The Neutral metric is the count of contacts on your list who do not qualify as either Active or Inactive. Typically, these are contacts you have not sent email to, or contacts with no opens or responses, and who have not yet received the minimum number of email messages to be considered Inactive.

The Active Opener (non-responder) metric is the count of active contacts who have opened at least one message within the last 90 days, but never responded to any email you’ve sent.

The Active Responders metric is the count of active contacts who have responded at least once within the last 90 days to any email you’ve sent to this list. Recent Responders is the count of active contacts who have responded at least once within the last 30 days.

Running List Reports

Running List Reports

Within Track Results are several tabs available for the different reporting options. The Mailing Lists tab displays the PoliteMail mailings lists you can run reports on. This list shows the list name, number of contacts on each list, number of email messages sent to that list, date of last send, subscription status and number of opt-ins.

To view the List Metrics report for any particular list:

  1. Click Track Results.
  2. From the Mailing Lists tab, double-click on the list name of the list you want to report on.
  3. If you want to compare two lists, click the check box for each of the lists you want to report on, then select List Metrics from the toolbar at the top of the list.

Reusing Saved Smart Attachments

Creating Messages and Using Email Templates

Reusing Saved Smart Attachments

When Smart Attachments are added to your email, the file is stored in your PoliteMail Content Library for easy reuse, and these files are accessible to other members of your team when multiple licenses are installed within your PoliteMail account. For example, once a user adds your product brochure pdf, the file will be available to other users on the system.  If you revise and replace a Smart Attachment within the Content Library, the file will be updated automatically for any future access by your recipients–a great way to fix typos or change pricing!

To reuse a Smart Attachment from your Content Library:

  1. In the Outlook editor place the cursor where you want the file link.
  2. Open the Attachments folder in the Content Library and double-click on the name of the file you want. To search for a file, click Content Library and select Search Library.
  3. The link will appear in the body of the message.

What is an Undeliverable?

Understanding Your Email and Campaign Metrics Reports

What is an Undeliverable?


Undeliverable emails are messages which have bounced back to the sender as permanently undeliverable
(hard bounce), most often because the email address does not exist (is invalid or no longer has an active account).

PoliteMail’s undeliverable count does not include soft bounces, which are error messages sent from the recipient’s mail server because of a temporary issue. Most often, these are delay messages, and your email will get delivered eventually (delay retries are handled automatically by the mail server). Sometimes, these are temporary issues such as mailbox is full or the mail server is down.  In the case where soft bounces never get delivered, a hard-bounce message usually follows, which will be tracked.

Understanding Interactions

Tracking Results with Email Metrics – Understanding Interactions

PoliteMail uses specific icons to identify the different interactions a contact may have with a message, from an open confirmation to an opt-out request. Interactions result from you sending PoliteMail (individually tracked email) to recipients. Because PoliteMail tracks messages and not contacts, a  new message sent to you will not be tracked or appear in PoliteMail (unless it is a reply to a tracked message).

The Recent Interactions panel shows you the most recent 100 interactions, listed in order from most recent (displayed with a pale yellow background) to oldest (fading from yellow to white to gray as they age).

To view all interactions, use Track Results > All Interactions.  To view the complete interaction history for a particular contact, use the PoliteMail > Contact Profile > Edit > Interaction History tab.

Individual Interaction Icons & Meanings

Sent Message: You sent a tracked message to this contact/group/list

Open Confirmation: Your recipient displayed the content of the tracked message

Link Click: Your recipient clicked a link you included in the tracked message

Smart Attachment Open: Your recipient opened a Smart Attachment you included

Forward: Someone (another computer) other than your original receipient opened the tracked message

Reply: Your recipient replied to a tracked message you sent

Subscribe: Your recipient subscribed to one of your mailing lists using the opt-in form

Unsubscribe: Your recipient unsubscribed to a mailing list using the opt-out form

Undeliverable: Your message hard-bounced and was undeliverable to this recipient

Opt-out: Your recipient opted-out of all commercial email from you

Sending From

Sending From:

Multiple email accounts are a standard Outlook feature; ask your IT or Email Administrator.

PoliteMail provides the unique ability to send personalized tracked email to lists right from your own mail server. When you click Send, the email will out into your Outbox, and will be sent From: your standard Outlook email account address.

If you have multiple email addresses/accounts, simply select the Account within Outlook prior to sending (as you normally would). See your IT or email administrator about getting an additional Outlook email address/account (e.g. newsletter@yourbrandname.com). You must be able to send and receive email to and from that address with Outlook (1to1 with Tracking unchecked) before you will be able to send PoliteMail using that address.

Saving and Reusing Paragraphs

Creating Messages and Using Email Templates

Saving and Reuse Paragraphs

You may save and reuse just a portion of an email message using the PoliteMail Paragraphs feature. Simply highlight/select a part of the message (including paragraphs of text with images and links), then drag the selection to the Content Library. You will see a new entry in the Paragraphs folder, then you can type a name for it. To reload the paragraph into an email message, open the Paragraphs folder and double-click the paragraph name.