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Which Reachdesk users can use this feature?

Currently this feature is only unlocked for admins. Admins can generate a link on behalf of other users/senders (using the sender's connector), but access to this feature is locked to admins (within triggered campaigns).

Where do the links in my emails lead?

For e-gift cards: the link will lead a recipient to the page to pick their gift card of choice.

For physical gifts: the link will lead a recipient to the address confirmation page.

My recipient got an error message when trying to claim their gift, why?

There are a few reasons why this could have happened:

  • If this was a physical gift, did your contact have their first name, last name, email and country field populated in your chosen integrated platform? Recipients must have a country populated in your integration to enable them to redeem a physical gift.

  • If this was an e-gift, did your contact have their first name, last name, and email field populated in your chosen integrated platform? Recipients must have these fields populated in your integration to enable them to redeem an e-gift.

  • Have they already claimed the gift? Recipients can only claim a gift once per campaign.

  • Do they exist in your chosen integrated platform? Recipients must exist for them to be able to redeem a gift. This is how we keep things secure.

Can recipients claim on this link more than once?

No, links can currently only be used once per recipient, per campaign.

If a recipient tries to claim more than once, they won't be able to, and will be met with an error like this:

Where will budget be taken from when using this feature?

Budget will be taken from the connector chosen under 'Campaign Automation'. If your budget runs out and someone tries to redeem, they will move to your 'pending' sends and you will need to head into Reachdesk, top up your budget, then approve the send for the gift to then be sent. The message the recipient will see, will look like this:

When will budget be taken when using this feature?

  • For e-gift cards, as soon as someone clicks on the gift link within your email, balance will move into unclaimed balance, and be taken fully if they redeem.

  • For physical gifts using address confirmation, budget will be deducted when the recipient clicks the link in the email to confirm it's them who filled out the address confirmation (2FA).

  • In both instances, budget will be returned if a gift card is not redeemed and for physical, if a recipient does not confirm they were the redeemer.

Which connector should I select when generating a link?

You can pick any connector, just be mindful that this is where the budget will be taken from. You may want to have one centrally controlled budget for initiatives sent in this way, or you may want to generate a link to be used per user, and let them control their own budget/sends.

How can you ensure that only the person I send the gift to, will be the one who redeems it?

Our 2FA (2 factor authentication) method makes sure of this. When a recipient (intended or not), clicks on the email you send, we will run a check to make sure they exist within your chosen CRM/enablement/marketing automation tool. If they do exist, we will send the gift card to their email to redeem.

If a contact does not exist in your CRM, then they will not be able to redeem and will be met with an error like the below:

Can senders/users (non admins) generate links for multiple use?

Not at the moment, only admins are able to generate links for multiple use. These can be shared with senders, using a sender's connector. This is so that admins/power users have relevant control over what and how much is sent. The budget will come from the connector chosen under 'Campaign Automation'.

If I generate a link for multiple use, what does the flow look like?

Flow for e-gift cards

For physical sends (using address confirmation only)

Why can't a recipient redeem their e-gift card straight away when they select it on the landing page?

Once a recipient has picked the gift card they'd like to redeem, it will be delivered to them via email. This is our 2FA (2 factor authentication) coming into play, so we can ensure that the person clicking the link is the intended recipient (to stop hackers). We verify that the email exists within your CRM, if it does, we deliver the gift card to their email.

What email does the gift card come from?

This email will come from gifts@reachdesk-mail.com. Every effort has been made to ensure these emails are spam proof.

Why does a recipient have to validate it's them who confirmed their address for physical sends?

This is our 2FA (2 factor authentication) coming into play; we need to verify that the person who confirmed their address is tied to the email you sent to in the first place (to stop hackers). The way we do that is by checking that their email exists within your CRM, if it does, asking them to validate that it was them who filled out their address to receive the gift (and not someone using their email to try to get a free gift 😅!)

Who does the email asking recipients to confirm it was them redeeming their physical gift come from?

Once a recipient has confirmed their address, they will be sent an email to confirm it was them redeeming the gift. This is our 2FA (2 factor authentication) coming into play, so we can ensure that the person trying to redeem via the email link, is the intended recipient (to stop hackers). This email will come from gifts@reachdesk-mail.com. Every effort has been made to ensure these emails are spam proof.

Why bother with 2FA?

To ensure that only the intended recipient can claim a gift. Without 2FA, the potential for hackers to exploit these links and drain budget from your account is higher. This also means that you can track sends back to your integration of choice.

Can I generate a link and use outside of any of these integrations?

Not currently - the links have been specifically configured to read email addresses from within your chosen CRM/integration.

Is there a cap on the number of times I can send this link to recipients?

The same recipient can only redeem one gift per campaign, so be mindful that if you send this link to them again, they will be hit with an error.

There is no cap on the number of times the link can be sent or used, but please ensure you top up enough budget to cover all possible redemptions, otherwise your recipients will be kept waiting (until you top up your budget!).

Do the send statuses change when sending in this way?

We can only see/update statuses after someone has clicked a gift link in your emails.

Mapped statuses will remain as:

  • sent (not tracked, but tracked in your HubSpot email reports)

  • opened (not tracked, but tracked in your HubSpot email reports)

  • clicked

  • claimed

for e-gift cards

  • clicked

  • address confirmed

  • processed

  • shipped

  • delivered

  • cancelled

  • returned

for physical gifts

Will my sends track back to my chosen integration?

We can only see and track interactions once a gift link has been clicked, since the emails will be sent out of your tools. Dependant upon which integration you select, the following will happen:

Salesforce - person added to campaign (if mapped in Reachdesk) and status changed as they interact with the gift (after clicking the link) and thereafter. A task is also created each time a status updates.

Marketo - we do not track back to Marketo programs at this time. You will be able to see interactions up till the point someone clicks a link in your emails, within Marketo. Otherwise, redemption statuses can be found in Reachdesk.

HubSpot - custom Reachdesk activity event updated once someone clicks on the gift link and interactions thereafter.

Eloqua - we do not track back to Eloqua contacts/activity at this time. You will be able to see interactions up till the point someone clicks a link in your emails, within Eloqua. Otherwise, redemption statuses can be found in Reachdesk.

Microsoft Dynamics - Reachdesk task updated once someone clicks on the gift link and interactions thereafter.

SalesLoft - Reachdesk task updated once someone clicks on the gift link and interactions thereafter.

Outreach - Reachdesk task updated once someone clicks on the gift link and interactions thereafter.

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