Can I leave my preheader empty?
While adding text to the preheader area of an email is not mandatory, it's important to note that the preheader area cannot appear as empty. Instead, the email content will be pulled to fill the available space. Currently, we don't have the option to leave the preheader area explicitly empty.
For example, leaving the preheader empty as shown in the screenshot below:
We will pull the top content of the email to this line that you see in your inbox. Once received, you will see that the preheader line is prefilled with content from your email.
💡Tip: With the help of Omnisend AI, you can create Subject Lines and Preheaders within a few seconds. Learn more about our smart tools in our dedicated article.
What's an unsubscribe page? How can I set it up? How does it work?
An unsubscribe page is a page that is shown to your customer once they click the Unsubscribe link in your email. Unsubscribe instruction with the unsubscribe link is automatically added to the Footer block in the promotional newsletters. You can only customize the wording for the Unsubscribe instruction. You can only edit the link placement and design or add an unsubscribe link to a button.
Once the link is clicked, your customer will be redirected to the unsubscribe page, where they need to confirm that they would like to unsubscribe. Once confirmed, their subscription status will change to unsubscribed in your Audience.
What's the difference between items and layout when building an email? How do I change the paddings for separate items within one layout? How can I edit items separate from the layout?
Layouts, which determine the overall structure of the email, can be thought of as its backbone. Items are placed within the layout. The same layout can have multiple items added to it at the same time.
To edit the padding or any other part of an Item within the layout, you need to select the item first and edit it within the first tab on the right side, which is called after the item's name (Text, Button, etc.). The second tab, which is called Layout, is dedicated to the overall Layout containing all Items within it.
Example 1: Edit the paddings of the Text Item within one Layout.
Example 2: Edit the paddings of the Layout that has Text and Button Items within it → adding the paddings back to the Text Item.
How can I edit the text in the menu item?
To edit the menu, you need to click on the section you want to change → change the name → change the link. You can also add additional sections using the Add New Item button on the right side menu.
What does "sending in progress" stand for in email campaigns? How do I send campaigns immediately? How do I schedule campaigns?
If you see a status that says sending in progress next to your email campaign, this indicates that your email campaign has been scheduled to be sent and that the sending process has already been started.
At the Review step of creating an email campaign, you can decide if you want to send the email immediately or schedule it for later.
How do I use TZO? Where can I find this feature?
If you have a list of subscribers in different time zones and want to schedule your message at a specific time based on where the contact is located, you can go for the subscriber's time zone option, as shown in the recording above. This feature identifies customers' time zones by IP address. The IP addresses can be collected only via Omnisend signup forms.
How can I send a campaign to specific customers?
If you want to send a campaign to a single specific contact, you can create a segment with their email only and then send your campaign only to this segment.
For this, create a segment based on the Email address filter → type in the customer's email address.
To email a specific group of contacts not in a single segment, import a file of their email addresses and assign a tag to create a segment based on that tag. Existing contacts will be updated, and no duplicates will be created.
The import process consists of the following steps:
1. Upload File: Select the file to upload.
2. Map properties: The first step is to map the properties in your file to the corresponding fields in Omnisend. We can detect and automatically map many fields for you. If you're using our example file, all the fields will be mapped automatically.
3. Organize: At this step, you can choose whether to add a tag or create a segment with the imported contacts.
4. Subscribe: Specify the status of imported contacts. Here, you can select whether to import contacts that are subscribed to different channels.
5. Finalize: Here, you can choose how to handle duplicate contacts by updating their properties and subscription status and decide whether to overwrite existing data with empty fields.
6. Review: Check your import details before completing the import process.
Once you are done with the importing process, you can go to your Audience → Segments, and create a segment for the tag:
When sending a campaign, you can select your segment from the list:
How can I resolve the "Invalid data provided for 'link' field' error?
If you encounter this error, click "Review issue" in the message to locate the problematic block. This error results from incorrectly formatted links. Ensure you use the complete URL, copied directly from the browser's search bar (e.g., https://support.omnisend.com/en/).
If you have recently changed social media links in the brands assets, make sure to double-check if they have the right format too.
Can I have separate logos for desktop and mobile viewers?
You can have any item visible separately on mobile, desktop, or both types of devices. We suggest creating different layouts for each device to have full control over the Logo size.
Step 1: Adjust the Logo size as you would like it to be shown on the Desktop. Click on your current Logo → Layout tab (right side menu) → scroll down → Visibility on devices → select Desktop Only.
Step 2. Add a new Layout → Drag&Drop another Logo item → adjust its size for mobile view → double-check the size in Preview → select Logo → Layout → Visibility on devices → Mobile only.
When I add a Discount Item and select to apply it to Collection only, I see two options: smart and custom collection. Which one should I choose?
A custom collection is one that you manually create, allowing you to select and add specific products to it. Custom collections are often used to group similar products for promotions or to help customers find related items more easily.
In contrast, a smart collection is generated automatically based on specific rules or parameters you set. These rules can be based on product attributes such as price, vendor, product type, tags, and other criteria. For example, you might create a smart collection that includes all products priced between $50 and $100, or a collection that contains all products from a particular vendor.
Smart collections apply logic-based rules to determine which products to include. You can configure the rules so that all conditions must be met (AND) or only some conditions (OR). Once the rules are established, the collection updates automatically, adding any new products that meet the criteria.
In conclusion, the main difference between custom and smart collections is that custom collections are created and managed manually, while smart collections are generated and updated automatically based on preset rules and conditions.
Why are my Omnisend campaigns not being sent, and how can I resolve it?
When running email campaigns in Omnisend, various factors can prevent your campaigns from being sent. These issues usually stem from email deliverability, subscription status, or segmentation configuration problems.
Below, we will outline the most common causes and their corresponding solutions.
Campaign Paused Due to High Bounce Rate or Spam Complaints
Your campaign may have been paused automatically due to:
A high email bounce rate exceeding the allowable limit of 7%.
Surpassing the spam complaint threshold of 0.1%.
To solve this issue, perform a List Clean to remove faulty or inactive email addresses causing high bounces or spam complaints:
Navigate to Reports → Deliverability → Email List Hygiene in your Omnisend account.
Confirm the cleaning price by clicking Go to Email List Cleaning.
Provide payment details to initiate the process.
Review the list of poor-quality contacts and use the Unsubscribe option for these addresses.
Notify support for re-evaluation if required, especially for resolving pauses due to spam complaints.
Your campaign should resume once the list cleaning is complete and the sender's reputation improves.
Partial Delivery Due to Subscription or Segment Issues
If you notice that your campaign was not sent to all intended recipients, it might be due to:
Contacts are not being correctly marked as subscribers upon import.
Misconfigured or excluded segments in the campaign setup.
To fix this, please follow these steps:
Ensure contacts are imported correctly: When importing a list, select the proper subscription status during the Subscribe and Finalize steps.
Check segment settings when sending campaigns: - If segments were excluded, ensure to include or target the correct segments in the campaign setup.
Campaign Resumption or Replication
Please note that Omnisend does not support directly resuming paused campaigns. As a workaround, you can replicate and send a paused campaign:
Copy the paused campaign in Omnisend.
Identify and exclude contacts who have already received the original campaign using a segment based on the campaign ID.
The campaign ID can be found in Campaigns → Select the 3 dots → click on 'View Report'. You can also see it as a part of the URL in the editor:
