Frequently Asked Questions
Short answers to the most common questions, each linking to the full page.
Getting started
What's the difference between an Edition and a Broadcast? An Edition is the email you build and can revise; a Broadcast is the event of sending an Edition to an audience. One Edition can be sent as several Broadcasts. See Core Concepts.
What is a Folder? A Folder (Project Folder) organizes related Editions together — for example, all issues of one newsletter. See Core Concepts.
How do I send my very first message? Follow Send your first Broadcast — about 15 minutes end to end.
Do I need to know HTML? No. Start from a template and edit content blocks visually. HTML is available if you want it. See Content & Authoring.
Building & content
How do I reuse a design across Editions? Save it as a template, then start new Editions from it. See Content & Authoring.
Can I personalize each email with the subscriber's name or other details? Yes — insert personalization tokens that fill in per subscriber, with fallback text when a value is missing. See Personalization tags reference.
How do I add a poll, quiz, or video inside the email? Use interactive content, which renders in the inbox with a fallback for clients that don't support it. See Interactive Content.
Audiences & consent
What's the difference between a list and a segment? A list is a fixed set of subscribers; a segment is a rule-based group that updates automatically as subscriber data changes. See Audiences.
How do I import subscribers? Upload a CSV and map its columns to subscriber fields. See Import subscribers from a CSV file.
How do unsubscribes and suppression work? Unsubscribed and bounced addresses are suppressed and excluded from future Broadcasts automatically. See Manage unsubscribes.
A subscriber unsubscribed but says they still got an email — why? A Broadcast already in progress when they opted out may still reach them; future Broadcasts will exclude them. Confirm the address is on the suppression list.
Sending & scheduling
Can I cancel or edit a Broadcast after scheduling it? Generally yes, up until it starts sending; once sending begins it can't be recalled. (Confirm the exact window in your account.) See Sending Campaigns.
Can I schedule a Broadcast for a future date or timezone? Yes — set a send time when you configure the Broadcast. See Sending Campaigns.
Why was my test email rejected or not delivered? Often the test address is disallowed, or the domain isn't authenticated yet. See Test email not received.
My Broadcast didn't send — what do I check? Confirm it was scheduled/sent (not left in draft), the audience isn't empty, and approvals (if required) are complete. See A Broadcast didn't send.
Deliverability & compliance
Why are my emails going to spam? Most often the sending domain isn't authenticated. See Emails going to spam and Deliverability.
Do I need SPF, DKIM, and DMARC? Yes — they prove your mail is really from you and are required by major mailbox providers for bulk senders. See Authenticate your sending domain.
Is a physical address and unsubscribe link really required? Yes, by law in most regions (CAN-SPAM, CASL, and others). See Set up the required email footer.
Reporting
Are open rates exact? No — opens rely on a tracking pixel that image-blocking and privacy features suppress, so treat opens as a directional trend and lean on clicks for accuracy. See Reports & Analytics.
What does each metric mean? See the Metrics dictionary for exact definitions of opens, clicks, bounces, and unsubscribes.
Account & access
How do I add team members and control what they can do? Invite Authors and assign roles. See Account & Access.
Can I connect the platform to my own systems? Yes — via API keys and webhooks. See the Developer portal.
For maintainers: extend this page with the highest-volume questions from your real support tickets, in the customer's own wording (best for search and the support chatbot). Keep the format one question → a direct answer → a link.
Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.