(Internal) Branded Campaigns: Onboarding Checklist

🔍 Articles in This Section

Please use the following list to see additional internal articles regarding Branded Campaigns:

• (Internal) Branded Campaigns Overview
• (Internal) Branded Campaigns: Onboarding Checklist (📍you are here)
• (Internal) Branded Campaigns: Collaboration and Privacy Overview

How to Onboard Customers

1. Head over to the Support Dashboard for the team in question → Campaigns tab (i.e. https://www.gem.com/support/team/89/campaigns)
2. Ask the customer what subdomain they’d like (something like {subdomain}.customer_domain.com, where they can pick anything for {subdomain}
3. In the “Campaigns” tab of the support dashboard, click the New Domain button and type in the customer’s desired subdomain (e.g. recruiting.customer_domain.com)
4. Can click Copy email template button to copy the message and send it as an email to the customer
1. After this step, there may be a bit of back and forth between Gem + the Customer’s IT team (who will be responsible for the DNS set-up to be done correctly) to ensure everything is set up correctly and will be marked as ‘verified’ in the next step.
5. Click the Verify button once the customer has confirmed that DNS records have been set.
1. If the team has set a CNAME, ensure that open/click/unsubscribe tracking are enabled. If they’re not, the “Reverify”button should enable them.
2. It is possible for the overall status to be “verified” if only the TXT records are set. You will still want the MX record and (recommended) CNAME record to be set. The “Reverify” button can be used in this case.
6. Enable ‘Campaigns’ as an available module in Support Dash, if not already enabled
1. Support Dash > Product Modules > under Teams section
2. Set ‘Campaigns’ to Enabled
7. Done! The team is now ready to send campaigns.

FAQ

Q: Can a customer send campaigns from their primary domain instead of from a subdomain?

A: Yes, it’s possible to set up campaign to send from their primary domain instead of a subdomain, but we still recommend using a subdomain. We have a few teams that have tried this, but no team actively uses campaigns with a primary domain; the vast majority of our customers use a subdomain. We recommend using a subdomain because 1) it keeps the DNS records separate from their primary domain, and 2) it keeps domain reputation separate between their recruiting emails and regular emails. Low domain reputation can prevent consistent email delivery in the future (e.g. could send future sequences to spam).

• If they want to use a primary domain, the setup process is the same, except they should ignore the MX record we give them.
• If the primary domain is already used for Google Apps or another mail server, the customer will not be able to receive at this domain through Gem Campaigns.
• https://documentation.mailgun.com/en/latest/faqs.html#how-do-i-pick-a-domain-name-for-my-mailgun-account

Troubleshooting

The DNS records aren’t verifying:

• You can use https://dnschecker.org/#TXT/recruiting.gem.com with the corresponding record name (e.g. email.recruiting.gem.com, recruiting.gem.com) and record type (e.g. CNAME, TXT, MX) to check if your customer has set their records correctly. If their records don’t show up, neither us nor Mailgun will be able to see them!
• Note that setting DNS records can take up 48 hours to propagate across the Internet.

Instruction Sent to Customers[copiedfrom #3 above]

We’re ready to activate Branded Campaigns in your account.

Here are the instructions to send over to your IT team to set up Branded Campaigns!

Since Branded Campaigns are intended for a significantly larger audience/higher volume than standard sequences, you’ll need to make some adjustments to support this increase in bulk volume.

• We’ll route traffic through a subdomain; setup instructions are below. These are specifically for the recruiting.<>.com domain and emails will be sent from email_address@recruiting.<>.com. If you’d like to pick a different subdomain, let us know and we can regenerate these values.

Your IT team should be able to setup these DNS records on your domain for you. Pass these along directly to your IT team for setup; if they have any questions, please let us know!

• How to Onboard Customers
• FAQ
• Troubleshooting
• Instruction Sent to Customers[copiedfrom #3 above]