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  • Sender MCP Server

    This guide explains how to connect your Sender account to an AI assistant using the Sender MCP server, what the assistant can do once connected, and the safeguards that keep it from sending anything on its own.

    Where to Find This Feature

    There is nothing to enable in the Sender dashboard. You connect from your AI assistant’s side using the Sender MCP server URL:
    https://mcp.sender.net/mcp
    Authentication uses OAuth, so you log in to Sender in a browser window and approve access. There is no API key to copy or paste, and you can revoke access at any time.

    What You Need Before Connecting

    An MCP-compatible client. Claude, ChatGPT, and Cursor all support remote MCP servers. Availability depends on your plan with those products, so check their documentation if the option isn’t visible.

    A Sender user role with the right permissions. Every tool checks a permission against the role of the user who authorized the connection. If your role can’t edit campaigns in the dashboard, the assistant can’t edit them either — it receives a permission error and explains why.

    A verified sending domain, for anything that will eventually send. Campaign drafts and workflow email steps both need a from_email on a verified domain. Ask your assistant to list your sending domains and it reports verification, SPF, DKIM, and DMARC status for each one.

    How the MCP Server Works

    MCP (Model Context Protocol) is an open standard for connecting AI models to outside tools and data. Connecting Sender’s MCP server gives your assistant a set of tools it can call on your behalf — reading your subscribers, segments, campaigns, and automations, and creating things in your account.

    Everything the server creates arrives as a draft. Campaigns are never sent through this connection at all. Workflows are created inactive, and going live is a separate step that runs the same pre-flight checklist as the dashboard.

    Connecting Sender to Claude

    Here are steps to take in order to Connect Sender to Claude.

    1. Go to Customize → Connectors in Claude.
    2. Click +, then Add custom connector.
    3. Enter Sender as the name and https://mcp.sender.net/mcp as the URL, then click Add.
    4. Select the Sender connector and click Connect. Log in to Sender and approve the permissions.
    5. Start a conversation and ask for something that needs your account data. “List my segments” is a quick test.

    Here are the steps in action:

    Note: On Claude Team and Enterprise plans, a Claude organization Owner has to add the connector at the organization level before members can connect their own Sender accounts.

    Once connected, the Sender connector is available in Claude on web, desktop, and mobile.

    Connecting Sender to ChatGPT

    Adding a custom MCP server in ChatGPT requires developer mode.

    Here are steps to take in order to Connect Sender to ChatGPT:

    1. Open Settings → Plugins, click “Developer mode” and turn on the Developer mode toggle.
    2. Return to Plugins and click Browse plugins.
    3. Click “+” sign.
    4. Enter Sender as the name, https://mcp.sender.net/mcp as the Connection Server URL, and set authentication to OAuth.
    5. Complete the OAuth flow — log in to Sender and approve the permissions.
    6. Select the Sender app in the composer before asking a question that needs your account data.

    Here are the steps in action:

    Connecting Sender to Cursor

    1. Open Cursor Settings → MCP → New MCP Server, or edit your MCP configuration file directly.
    2. Add a server entry:

    json

    {
  "mcpServers": {
    "sender": {
      "url": "https://mcp.sender.net/mcp"
    }
  }
}
    1. Save, then complete the OAuth flow when Cursor prompts you.
    2. Start a chat and confirm the Sender tools appear.

    Using Multiple Sender Accounts

    Each connection is authorized against one Sender account. To work across several, add a separate connector entry per account, give each a distinct name (for example sender-brand-a and sender-brand-b), and authorize each one with the login for that account.

    Enable only the connector you intend to work in for a given conversation. That way an assistant can’t read one account and write to another by mistake.

    What You Can Do With It

    Here are some examples of prompts you can give:

    • “Act as an experienced email marketer. Review my segments and tell me which ones are broken, duplicated, or misnamed.”
    • “Which of my automations overlap? Show me what a new free user actually receives in their first two weeks.”
    • “Compare my three upsell workflows — sends, opens, clicks, and unsubscribes side by side.”
    • “Check the emails in my onboarding flow for broken links, missing preheaders, and wrong image alt text.”
    • “Draft a short welcome sequence for new signups and build it as a draft workflow.”

    Auditing and Building Segments

    Your assistant reads every condition in a segment, not just its name, which is how it catches filters that quietly stopped working.

    Fixed dates are the usual culprit. A segment named “30-day most engaged” built with a specific date two years ago now means “opened anything in the last two years” — and if it holds a third of your list, anyone reaching for it expects a tight audience and mails the database instead.

    The same read surfaces duplicate segments with identical conditions, names that promise a filter the segment doesn’t apply, and lists holding unsubscribed records.

    You can then describe replacements in plain language — “signed up more than 12 months ago, zero opens and zero clicks in the last 365 days” — and the assistant writes them in Sender’s condition vocabulary and creates them. Every segment comes back with a plain-English readback of its conditions so you can check the logic before you use it.

    Reviewing Your Automations

    Ask what a subscriber actually receives and you get the merged picture across every active workflow, which is harder to see in the dashboard than it sounds.

    Two automations sharing a trigger event means everyone who enters one enters the other. A third gated on an event that fires inside the second makes its audience a subset of that one. Stack the delays and you can find five emails landing in nine days, two of them on the same morning.

    Your assistant can lay that out on a timeline, then pull the performance report for each workflow to show what the overlap costs in unsubscribes. It also reads the structure itself: which steps block activation and why, and any step no path can reach.

    Checking Email Content

    Your assistant can read the body of a campaign or a workflow email step, and it notices details that are easy to miss in a visual editor:

    • Social icons carrying the wrong alt text — a YouTube icon labeled alt="Twitter", LinkedIn labeled alt="Instagram"
    • Placeholder alt text such as alt="Image description" left on a main image
    • Hero images linking somewhere that contradicts the email, like a registration link in a message sent only to people who already registered
    • Legacy {$firstname} tokens, which reach subscribers as literal text. Sender uses Liquid, so personalization is {{ firstname }}. Every content write scans for the old syntax and warns you
    • Missing preheaders, and permission reminders too vague to rely on if someone complains

    Building a Workflow

    You can go from a description to a working draft in one conversation. Ask for a welcome sequence and your assistant resolves the group and event IDs it needs, then submits the whole graph — trigger, delays, conditions with their branches, splits — in a single step.

    It comes back as a draft, with a plain-English rendering of the branching so you can confirm the logic reads the way you meant, plus a list of anything still blocking activation. From there the assistant fills in the email bodies, runs a dry-run validation that reports every remaining problem at once, and activates only when you tell it to.

    Editing later is non-destructive. Inserting steps splices existing ones underneath rather than replacing them, and deleting a step won’t silently drop subscribers waiting on it.

    Available Tools

    Your MCP client discovers the full tool list and each tool’s inputs automatically. The complete reference, including conventions and multi-tool recipes, is in the Sender API documentation.

    Access legend: R read-only · W writes · D destructive (requires an explicit acknowledgment flag)

    Account and Discovery

    ToolAccessWhat It Does
    get_account_detailsRAccount name, timezone, country, status, plan, and calling user
    list_domainsRSending domains with verified, SPF, DKIM, and DMARC status
    list_phone_numbersRSMS sender numbers — required before any SMS step
    list_storesRConnected stores — required for store-driven triggers and conditions
    get_event_typesRCustom and built-in event types, with the IDs event triggers use
    get_eventsREvent instances for one type, newest first

    Subscribers and Groups

    ToolAccessWhat It Does
    list_subscribers / get_subscriberRBrowse subscribers, or fetch one by ID, email, or phone
    create_subscriber / update_subscriberWCreate or update profile fields, groups, and channel statuses
    subscribe_subscribers / unsubscribe_subscribersWReactivate or unsubscribe people per channel
    list_groups / get_groupRSubscriber groups

    Segments

    ToolAccessWhat It Does
    list_segments / get_segmentRBrowse segments; the single fetch returns conditions plus a plain-English readback
    create_segment / update_segmentWBuild segments from conditions; updates replace all conditions at once

    Email Campaigns

    ToolAccessWhat It Does
    list_email_campaigns / get_email_campaignRBrowse campaigns; the single fetch includes audience, reports, and the body
    get_email_campaign_reportRPerformance report for a sent campaign
    create_email_campaignWDraft campaign with sender details, audience, and optional body. Requires a verified sending domain. Never sends
    update_email_campaign_contentWReplace a draft campaign’s body

    Workflows

    ToolAccessWhat It Does
    list_workflowsRBrowse automations with light engagement stats
    get_workflowRThe full graph, a plain-English rendering of the steps, and what blocks activation
    get_workflow_reportRPerformance report, with revenue where your plan includes it
    get_workflow_step_contentROne step’s sender details and body, or an SMS step’s text as it will send
    validate_workflowRDry run — structural checks before creation, or the full activation checklist
    create_workflowWThe whole graph in one step: title, trigger, and nested steps. Always a draft
    rename_workflowWTitle only
    update_workflow_stepWReconfigure one step by ID. Step type can’t be changed
    add_workflow_stepsWInsert steps anywhere; existing steps re-attach underneath
    delete_workflow_stepDRemove a step or a branch. Won’t drop waiting subscribers without an explicit flag
    update_workflow_email_contentWAn email step’s body
    update_workflow_sms_contentWAn SMS step’s message and sending number, up to 1,600 characters
    activate_workflowWRuns the full pre-flight checklist and takes the workflow live
    deactivate_workflowWActive back to draft. Nothing is lost, and it’s required before any edit

    Image Library

    ToolAccessWhat It Does
    list_image_categoriesRImage folders
    upload_image_from_file / upload_image_from_urlWAdd images for use in email content

    What the MCP Server Will Not Do

    Worth reading before you give an assistant access to your account.

    Creation is always a draft. Campaigns are never sent through this connection. Workflows go live only through one deliberate activation step, which runs the same pre-flight checklist as the dashboard. If anything blocks activation, nothing activates and you get every problem at once rather than one at a time.

    Active workflows can’t be edited here. Deactivate first. All subscriber progress is preserved, and everyone resumes where they left off when you reactivate.

    Destructive actions name what they affect. Dropping subscribers waiting on a step, or discarding a drag-and-drop design, each require an explicit flag rather than happening quietly.

    Workflow creation is rate-limited to 50 per account per day, as a backstop against a runaway assistant.

    Drag-and-drop designs are protected. Emails built in the block builder are read-only through this connection unless you explicitly allow an overwrite, which permanently discards the design.

    What Happens Next

    Once the connector is authorized, your assistant sees your account immediately — no sync or import step. Anything it creates appears in your Sender dashboard right away as a draft, where you can review it, edit it in the normal editors, and send or activate it yourself.

    Common Issues

    Can’t connect → Check the URL is exactly https://mcp.sender.net/mcp. Your assistant connects from its own cloud infrastructure rather than from your computer, so a VPN or local firewall isn’t usually the cause, though a client-side proxy can be.

    Authentication fails → Confirm you completed the OAuth flow in the browser window and approved the permissions. If your organization applies plan-level controls to your AI assistant, an administrator may need to add the connector before you can authorize it.

    Tools are missing → Restart your client and check the Sender connector is enabled for that specific conversation or workspace. Some clients require you to select it in the composer each time.

    A tool returns a permission error → The connection carries your Sender role. If you can’t perform the action in the dashboard, you can’t perform it here either. Ask an account owner to connect instead, or to grant your role the permission.

    A workflow won’t activate → Ask your assistant to validate it and you’ll get every blocking problem in one response. The most common cause is an email step whose from_email isn’t on a verified sending domain.

    Personalization shows up as literal text → Sender uses Liquid: {{ firstname }}, not {$firstname}. Content written with the old syntax is stored exactly as passed and reaches subscribers unrendered.

    FAQs

    Can an AI assistant send emails to my subscribers? No. Campaigns created through the MCP server are always drafts, and there is no tool that sends one. Workflows can go live, but only through a separate activation step you ask for explicitly, and only after passing the same pre-flight checks the dashboard runs.

    Do I need a paid Sender plan to use this? The MCP server follows your account’s existing permissions and plan features. If a feature isn’t included in your plan, it isn’t available here either.

    Does my assistant see my whole account? It can read the data your Sender user role gives you access to. Tools check permissions individually, so a limited role produces a limited view.

    Can I disconnect it? Yes. Remove the connector in your AI assistant. The connection stops immediately and nothing created before then is affected.

    Will it change things without asking? Your assistant proposes actions and most clients ask you to approve tool calls that write data. Review write and delete steps before approving them, the same way you would any integration with account access.

    Can I use it with an assistant other than Claude, ChatGPT, or Cursor? Any client that supports remote MCP servers with OAuth should work. Those three are the ones we’ve documented.

    If you got stuck on a specific task or can’t find a way to execute a particular job, contact our support team via LiveChat or [email protected] — we’re here to help 24/7.

  • Country-specific SMS Sender Verification Requirements

    Before you can start sending SMS through Sender to certain destinations, your sender must be verified with the relevant provider and, in some countries, approved under the local framework. Requirements differ depending on where you are sending and what type of sender you use.

    This guide covers the three areas with the specific requirements:

    • United States & Canada – Toll-free number verification (via our provider, Telnyx)
    • Australia – Alphanumeric Sender ID registration (via our provider, Twilio)
    • France – Alphanumeric Sender ID authorization (via our provider, Twilio)

    For all of these, the fastest route to getting verified is to prepare the required information and documents in advance, then get in touch with our support team so we can submit your request. These requirements come from the mobile carriers and regulators, and incomplete submissions are commonly rejected — so accuracy matters more than speed.

    Please note: Rules in this area change frequently and are set by carriers and regulators, not by Sender. The details below were accurate at the time of writing (effective dates are included where known). If anything has changed by the time you apply, our support team will guide you through the current process.

    United States & Canada – Toll-Free Verification

    To send SMS to US and Canadian phone numbers using a toll-free number, that number must be verified before messaging is allowed. We use Telnyx as our provider for toll-free numbers, and Telnyx applies strict carrier requirements to the entire verification process.

    Everything below is submitted through the dedicated toll-free verification form in your Sender dashboard. Complete every field accurately and consistently — the majority of rejections come down to a small number of avoidable issues, listed next.

    The most common reasons submissions are rejected

    Focus your attention here first. In roughly the order they cause problems:

    1. The business can’t be verified. Carriers must be able to confirm you’re a real, identifiable business. This is the single most common cause of “Waiting for Customer” and rejections. It happens when the website is inaccessible or thin, a free email (e.g. Gmail) is used instead of a business-domain address, the contact is a department name rather than a real person, or the business name / website domain / email domain / account domain don’t match each other.
    2. The content isn’t eligible. Some content is permanently barred (see the prohibited list below). This is critical: a bad opt-in or a typo can be fixed and resubmitted, but an ineligible-content rejection is usually final and cannot be appealed. Check your use case is allowed before you invest time in the application.
    3. The submission isn’t internally consistent. The use cases you select, your sample messages, and your opt-in form must all align. Every use case that appears on your opt-in form must also be declared in the verification request, and your sample messages must match those use cases.
    4. Consent (opt-in) is missing, insufficient, or shares data with third parties. Covered in detail below — this is where the opt-in form, disclaimer, and checkbox structure matter.
    5. URL hygiene. Public URL shorteners (e.g. bit.ly) and non-secure (HTTP) links are flagged. Use a branded, HTTPS URL.

    Fixable vs. final: Most rejections (business info, opt-in, URLs, missing justification) are eligible for resubmission once corrected. A handful — SHAFT/prohibited content, known spam/phishing, fraud, deceptive marketing — are not eligible. Knowing which is which saves wasted effort.

    1. Business identification (get this right first)

    • Legal business name — your business name, website domain, and email domain should match. If they differ, explain why in the additional information field.
    • Business website (or social media page) — it should clearly show your business name, contact information, products/services, an About page, a Contact page, and links to your Privacy and Terms pages. The site must be live and accessible when carriers review it.
    • Business email address — on the same domain as your website. Free email addresses (e.g. Gmail) can cause a decline.
    • Business address — a valid business address
    • Business contact — a real person’s first and last name (not a department), plus a contact number for the business (not the toll-free number being verified)

    2. Business Registration information (mandatory)

    As of February 17, 2026, three Business Registration Number (BRN) fields are required for all new toll-free submissions. Requests missing them are rejected, so have these ready:

    • Business Registration Number — a government-issued identifier. Examples: EIN in the US (12-3456789), CRA Business Number in Canada.
    • Business Registration Type — e.g. EIN, CRA, Companies House, ABN, VAT. (US sole proprietors without an EIN can use their SSN with type SSN.)
    • Business Registration Country — the ISO two-letter country code of the issuing authority (e.g. US, CA, GB).

    3. Messaging details (keep these consistent with your opt-in)

    • Use case — the purpose of your messaging (examples: 2FA, account notifications, appointments, billing, order notifications, general marketing, fraud alerts, conversational). If mixed, choose “Mixed” and describe each. Every use case on your opt-in form must appear here.
    • Use-case summary — the message types, the intended audience, and your compliance measures
    • Sample message(s) — a realistic example for each use case you selected; samples must match your stated use cases and opt-in
    • Estimated monthly message volume

    4. Content eligibility — prohibited content

    Certain content is not eligible for toll-free messaging and generally cannot be appealed: SHAFT content (Sex, Hate, Alcohol, Firearms, Tobacco/Vape, Marijuana/CBD), loan soliciting/promotion, third-party debt collection, gambling/sweepstakes, stock/crypto/high-risk investment alerts, debt reduction or credit repair, third-party lead generation, and any federally illegal substances. Confirm your use case is allowed before applying.

    5. Opt-in — how consent is collected

    You must clearly document how recipients consent. There are four accepted opt-in methods, each needing its own evidence:

    • Digital (web form) — provide the URL, or a screenshot showing as much of the branded opt-in form as possible, and explain how subscribers reach it
    • Paper — provide a link to the uploaded branded form and explain how subscribers receive it
    • Verbal — provide the exact script subscribers hear, and explain where/how they opt in (e.g. the phone number they call)
    • Inbound message — provide the phone number subscribers text and explain how they learn it

    If you don’t have a link (for example, verbal consent), point to a publicly accessible Google Doc or Dropbox file that diagrams the opt-in.

    Required disclaimer. With every method, subscribers must see the following before the first message (for inbound-text opt-ins, it can appear in the first message):

    You are subscribing to [brand name] for [transactional or marketing] messages. Reply STOP to opt out. Reply HELP for help. Standard message and data rates may apply. Message frequency may vary. View our Terms and Conditions [link]. View our Privacy Policy [link].

    Checkbox rules (strict — common rejection causes):

    • The opt-in form must be branded with the same business name being registered, and the business name must appear in the message content.
    • Checkboxes must be unchecked by default and optional — consent to messaging cannot be a condition of receiving your service.
    • SMS opt-in and Privacy Policy acceptance must be two separate checkboxes. (Combining them is no longer allowed.)
    • SMS consent must be separate from email consent — distinct checkboxes.
    • If marketing is a use case, marketing consent must have its own checkbox, separate from transactional consent.

    Example of compliant separate checkboxes:

    [Checkbox 1 – transactional] By checking this box and submitting this form, you consent to receive transactional text messages for [use case] from [Company]. Reply STOP to opt out. Reply HELP for help. Standard message and data rates may apply. Message frequency may vary. View our Terms and Conditions [link]. View our Privacy Policy [link].

    [Checkbox 2 – marketing] By checking this box and submitting this form, you consent to receive marketing text messages from [Company]. Reply STOP to opt out. Reply HELP for help. Message and data rates may apply. Message frequency may vary. View our Terms and Conditions [link]. View our Privacy Policy [link].

    6. Opt-out

    Recipients must be able to unsubscribe by replying STOP at any time, stated in your disclaimer and messages (alongside HELP for assistance). For Telnyx toll-free numbers, the opt-out keyword is STOP, and the resume keywords are START and UNSTOP. Honor opt-outs promptly.

    7. Privacy Policy — required wording

    Your published Privacy Policy must be linked from the opt-in form and must include a statement to the effect of:

    We will not share or sell your mobile information with third parties for promotional or marketing purposes.

    Opt-in language that shares consent data with third parties is an explicit rejection reason. Link your Terms and Conditions from the opt-in form as well.

    Special cases

    • Marketing age-gated content — if you market anything not legal to consume under a certain age in any US state (e.g. alcohol), your opt-in form or website needs an age gate that asks for date of birth (not a Yes/No), blocking anyone underage. If you won’t promote such content over SMS, state that in the submission instead.
    • Political use case — political consent needs its own separate checkbox (if mixed), you must state whether donations will be solicited, and the Privacy Policy must explicitly state that no mobile information will be sold or shared for promotional/marketing purposes.
    • Charity / fundraising — use the Fundraising use case, add a separate fundraising checkbox mentioning that donations will be solicited, and note the same in your use-case summary.

    Canadian toll-free numbers require double opt-in

    Canadian toll-free numbers must meet all of the above plus collect double opt-in: after the initial opt-in, a confirmation message is sent and the subscriber must reply to affirm they are subscribing.

    Timeline

    Toll-free verification approvals are typically around 5 business days, though this varies with the carrier review queue and how complete your submission is. Unverified toll-free numbers have limited throughput and may be filtered, so verify before you rely on the number. Most rejections can be corrected and resubmitted.

    What to do

    Complete the toll-free verification form in your Sender dashboard with all of the above. If you’re unsure about any field — especially business verifiability or whether your use case is eligible — contact our support team before submitting so we can help you avoid a rejection-and-resubmit delay.

    Australia – Alphanumeric Sender ID Registration

    For countries outside the US and Canada, we use Twilio as our alphanumeric Sender ID provider. Australia has some of the most demanding requirements, because of a new regulatory framework.

    What’s changing

    Australia has introduced the SMS Sender ID Register, overseen by the ACMA (Australian Communications and Media Authority) under the Telecommunications Act 1997. From July 1, 2026, Sender IDs used in messages to Australian recipients need to be approved on this register. Messages sent with a Sender ID that hasn’t been approved may be labelled “Unverified” to recipients.

    Because of this, registering an Australian Sender ID requires more documentation than most countries. Please get in touch with us and have the following prepared so we can guide you through Twilio’s registration and submit on your behalf.

    Step 1 – Download and complete the Letter of Authorization (LOA)

    Download the LOA form and fill out the highlighted (yellow) sections completely — replace each highlighted field with your own information — then send it back to us as a PDF attachment, along with the other documents below.

    Download the LOA form here: LOA form

    Step 2 – Provide a business registration number

    Send us one of the following, matching the entity that owns the Sender ID brand:

    Tip: If you have an ABN, make sure your details on the Australian Business Register (ABR) are up to date — including your authorized representative’s details — as this helps the registration go through faster.

    Step 3 – Provide your use-case details

    We also need the following for the verification:

    • Average SMS messages per month
    • Description of how you’ll use the alphanumeric Sender ID for SMS (your use case)
    • A sample SMS message

    Sender ID format requirements

    The ACMA won’t approve a Sender ID that doesn’t meet its format rules. Your Sender ID must:

    • Only contain characters A–Z, a–z, 0–9, and supported special characters
    • Be at least 2 and no more than 11 characters long
    • Not consist only of numbers
    • Not begin or end with a space or underscore
    • Not contain the word “Unverified”
    • Not contain offensive, deceptive, or misleading words
    • Not consist solely of a term restricted by the ACMA

    Your Sender ID must also match your entity name as it appears on an official business/company name register or trademark register — either exactly, or as a recognizable contraction, abbreviation, acronym, or initialism of that name.

    What to do

    Gather the completed LOA (PDF), your business registration number, and your use-case details, then contact our support team so we can begin the registration and submit it to Twilio for approval on the ACMA register.

    France – Alphanumeric Sender ID Authorization (Twilio)

    France has recently updated its SMS rules, and additional requirements now apply to any SMS traffic delivered to French mobile networks — regardless of where the sender is located. The updated framework (AF2M’s Charte Business Messaging) took effect on March 1, 2026. We use Twilio for alphanumeric Sender IDs in France.

    AF2M (Association Française pour le développement des services et usages Multimédias multi-opérateurs) coordinates messaging across French operators. It is an industry co-regulatory body rather than a government authority, but its rules are contractually binding across operators and aggregators — so compliance is effectively mandatory.

    Sender ID rules

    Under the updated French requirements, your Sender ID must:

    • Contain only Latin alphanumeric characters (A–Z, a–z, 0–9); as of March 1, 2026, special characters are not allowed
    • Not resemble a phone number (it cannot be numeric only)
    • Clearly identify the advertiser, brand, or product
    • Not consist of generic terms (for example “alert”, “appointment”, “shop”) unless the term corresponds to a registered company, brand, or product name and valid supporting documentation can be provided

    Some Sender IDs are restricted or blocked entirely. AF2M maintains two lists: “Strictly Prohibited” (blocked outright — this includes senders that could impersonate institutions, e.g. government or telecom brands) and “Prohibited Unless Authorized” (allowed only with written authorization and operator validation).

    Sending-time restrictions (important for marketing)

    French operators do not allow marketing or promotional traffic on Sundays or French public holidays, or between 10 pm and 8 am. Messages attempted during these periods are queued and delivered afterwards. Plan campaign timing accordingly.

    Opt-out requirement

    All marketing/promotional messages must include a clear opt-out option in the message content. In France this typically takes the form of an appended instruction such as “STOP au 36179” at the end of the message, rather than only “Reply STOP.”

    French mobile numbers can’t be used for A2P

    In France, standard mobile numbers can only be used for person-to-person messaging. All business (A2P) traffic — including marketing and transactional messages such as one-time passwords — must be sent using an Alphanumeric Sender ID, a short code, or an approved technical platform number.

    What to do

    Confirm your Sender ID meets the updated rules, and plan around the sending-time restrictions before you send, so your messages aren’t blocked, filtered, or queued.

    Requirements are set by carriers and regulators and can change. If you have any questions, contact us via live chat or at [email protected] — we’re here to help.

  • Understanding Sales Attribution

    This guide explains how sales attribution works in Sender, how revenue is credited to your campaigns and automations, and how you can interpret your performance data.

    Where to Find This Feature

    In the Sender dashboard, attributed revenue and order data appear automatically in your campaign and automation reports under Ecommerce reports. There is no setup required; once your store is connected, attribution begins working out of the box.

    How Sales Attribution Works

    Sales attribution credits a sale to the marketing message that influenced your customer to make a purchase. When a contact engages with an email or SMS (by opening or clicking it) and then places an order within a defined timeframe, the sale is attributed to that message.

    This gives you a clear picture of which campaigns and automations are actually driving revenue, rather than guessing based on opens and clicks alone.

    Attribution Touch Points

    A sale is only attributed if the contact actively engages with the message. Simply receiving a message does not qualify for attribution.

    For email, attribution is triggered by:

    • An open
    • A click

    For SMS, attribution is triggered by:

    • A delivery (limited window — see below)
    • A click

    Default Attribution Windows

    The attribution window is the timeframe during which a customer must place an order after engaging with a message for the sale to be credited. Sender applies different default windows depending on the channel and the type of engagement:

    Engagement Type Default Window
    Email click 5 days
    Email open 5 days
    SMS click 5 days
    SMS delivery 12 hours

    Example:

    • A customer clicks an email on Monday morning
    • They place an order on Thursday evening
    • The sale is attributed to that email because the order falls within the 5-day window

    If the same customer placed the order the following Tuesday — outside the 5-day window — the sale would not be attributed.

    Last-Touch Attribution

    When a customer engages with multiple messages before placing an order, the sale is attributed to the most recent message they engaged with, as long as it falls within its attribution window.

    Example:

    • A customer clicks an email on Monday
    • The same customer clicks an SMS on Wednesday
    • They place an order on Thursday

    The sale is attributed to the SMS, because it was the most recent touchpoint within its window. This approach helps you identify which messages actually close the sale, so you can focus on high-conversion channels.

    Multiple Orders Within the Same Window

    If a customer places several orders after engaging with a single message, every order that falls within the attribution window is credited to that message.

    Example:

    • A customer clicks an email on Monday
    • They place one order on Tuesday and another on Thursday
    • Both orders are attributed to that email

    Refunds and Cancellations

    Attributed sales reflect orders at the time of purchase. If an order is later refunded or canceled, the original attribution remains in your reports. This keeps historical metrics consistent across time and avoids retroactively changing previously published numbers.

    What Happens Next

    Once your store is connected and you start sending campaigns, attributed sales data begins appearing automatically in your reports.

    Common Issues

    Sales not appearing in reports → Confirm your store is connected to Sender under Account Settings → Connected stores, and verify that the customer who placed the order exists as a contact in your subscriber list. Sales can only be attributed to contacts known to your Sender account.

    Order placed but not attributed → Check whether the contact actually opened or clicked the message before placing the order. Receiving a message alone does not trigger attribution. Also, confirm the order was placed within the relevant attribution window (5 days for most engagement types, 12 hours for SMS delivery).

    Revenue numbers differ from your store platform → Sender uses engagement-based attribution with defined windows, while your store platform may attribute sales differently (for example, by direct referral, last-click, or UTM tag). Differences between the two systems are expected and both can be accurate — they simply measure different things.

    Discount code used but no attribution recorded → If a customer used a code from an email without opening or clicking the email beforehand, no attribution is recorded. The customer may have received the code from another source, forwarded the email, or had the tracking pixel blocked by their email client (e.g., Apple Mail Privacy Protection without a click).

    FAQs

    What’s the difference between sales attribution and direct revenue tracking? Sales attribution credits a sale to the message a customer engaged with before purchasing, even if the purchase happened in a separate browser session or from a different device. Direct revenue tracking typically only counts purchases made by clicking a link in the email itself. Attribution gives you a fuller picture of your marketing impact.

    Do opens from Apple Mail Privacy Protection count for attribution? Yes. Apple Mail Privacy Protection automatically pre-loads emails, which Sender records as an open. These opens count toward attribution, so if a contact using Apple Mail later places an order within the attribution window, the sale will be credited. To focus on stronger engagement signals, prioritize clicks over opens when analyzing campaign performance.

    Are refunds and cancellations included in attributed sales? Yes. Attributed sales are based on placed orders at the time of purchase. If an order is later refunded or canceled, the original attribution is preserved in your reports to maintain consistent metrics across time.

    What happens if a customer engages with both an email and an SMS before purchasing? The sale is attributed to the most recent message the customer engaged with (last-touch attribution), as long as it falls within that message’s attribution window.

    Why is a sale attributed to a contact who didn’t place the order? This can happen when one contact engages with the message (for example, a spouse or family member who shares an account), but a different contact completes the order using the same cart or discount code. Sender attributes the sale to the contact who actually engaged with the message, since their engagement is what influenced the purchase.

    Can I change the default attribution windows? The current defaults are 5 days for email clicks, email opens, and SMS clicks, and 12 hours for SMS deliveries.

    If you got stuck on a specific task or can’t find a way to execute a particular job, contact our support team via LiveChat or [email protected] — we’re here to help 24/7.

  • Bulk Actions on Subscribers

    This guide explains how to select multiple subscribers and perform bulk actions such as adding to a group, removing from a group, unsubscribing, resubscribing, and deleting in Sender.

    Where to Find This Feature

    In the Sender dashboard, go to: Subscribers

    Click Subscribers in the left sidebar to open the full subscriber list. You will see a table displaying each subscriber's email address, status icons for email and SMS, group assignments, first name, last name, phone number, location, and date added. Above the table, you will find a Filter subscribers search bar, filter dropdowns for Email status, SMS status, and Groups, an Advanced filter button, and an Actions dropdown. Each subscriber row has a checkbox on the left side, and a select-all checkbox appears at the top of the list in the Subscriber column header.

    Steps to Perform Bulk Actions

    Step 1 — Select subscribers

    Use the checkboxes on the left side of each subscriber row to select individual contacts. To select multiple subscribers, click additional checkboxes as needed. Click the select-all checkbox at the top of the Subscriber column to open a dropdown with three options: Select visible (selects only the subscribers shown on the current page), Select all (selects all subscribers in your account across all pages), and Deselect all (clears your selection). Once you select at least one subscriber, a counter appears above the list showing the number selected (e.g., "1 selected"), and the Actions dropdown becomes active.

    Step 2 — Filter your list before selecting (optional)

    Before selecting subscribers, you can narrow the list using the filters at the top of the page. Use the Filter subscribers search bar to find specific contacts by email address. Click Email status to filter by promotional or transactional email status — options include Active, Bounced, Unsubscribed, Reported spam, and Non-subscribed. Click Groups to filter by group membership and use the Find by name search field within the dropdown to locate a specific group. You can also click Advanced filter for more detailed filtering. Filtering first ensures you select only the subscribers you intend to act on.

    Step 3 — Choose and confirm a bulk action

    With subscribers selected, click the Actions dropdown to see the available bulk actions:

    Add group — Opens the Add subscribers to group dialog. Select a group from the Select group dropdown and click Add. The selected subscribers are added to that group without affecting their other group memberships.

    Remove group — Opens the Remove subscribers from group dialog. Select a group from the Select group dropdown and click Remove. The selected subscribers are removed from that group but remain in your account and in any other groups they belong to.

    Unsubscribe — Opens the Unsubscribe subscriber confirmation dialog. You will see checkboxes for Promotional Email, Transactional Email, Promotional SMS, and Transactional SMS. Select which channels to unsubscribe the contacts from, then click Unsubscribe to confirm. Click No to cancel. Unsubscribed contacts remain in your account but will no longer receive messages on the selected channels.

    Resubscribe — Reactivates previously unsubscribed subscribers. This option is only available when you have selected subscribers with an Unsubscribed status. It appears greyed out if all selected subscribers are already active. Before resubscribing, ensure you have explicit consent from the contacts to comply with anti-spam requirements.

    Delete — Opens the Delete subscribers confirmation dialog, which shows how many subscribers will be deleted. Click Delete to permanently remove the selected subscribers and all their associated data. Click No to cancel. This action cannot be undone.

    Step 4 — Verify the result

    After confirming a bulk action, the subscriber list updates to reflect the changes. For group additions or removals, check the Groups column to verify the updated group assignments. For unsubscribe actions, the subscriber's status icons will change from green to red on the affected channels. For deletions, the removed subscribers will no longer appear in the list and the total subscriber count at the top right of the page will update accordingly.

    Subscriber Status Reference

    Active — The subscriber is opted in and can receive messages. New subscribers are set to this status by default when added to your account. Active subscribers are included in campaigns and automations targeting their groups.

    Unsubscribed — The subscriber has been opted out of one or more channels (promotional email, transactional email, promotional SMS, or transactional SMS). This can happen through a bulk unsubscribe action, a manual status change, or when the subscriber clicks an unsubscribe link. Unsubscribed contacts remain in your account but do not receive messages on the opted-out channels. This status is reversible through the Resubscribe action.

    Bounced — The subscriber's email address caused a delivery failure. This status is applied automatically when an email to the address bounces. Bounced subscribers are excluded from future sends to protect your sender reputation.

    Reported spam — The subscriber reported a message as spam. This status is applied automatically and the subscriber is excluded from future sends. Resubscribing a contact who reported spam is not recommended.

    Non-subscribed — The subscriber exists in your account but has not actively opted in to any channel. This status may apply to contacts who were added without completing a confirmation step.

    Management Tips

    Filter before selecting — Use the Email status, SMS status, or Groups filters to narrow your subscriber list before performing a bulk action. This reduces the risk of accidentally including the wrong contacts.

    Use Select all for large lists — If you need to act on your entire subscriber base, click the select-all checkbox and choose Select all rather than manually checking each row. This selects subscribers across all pages, not just the currently visible ones.

    Prefer unsubscribe over delete — If you want to stop sending to contacts but keep their data for reference, use Unsubscribe instead of Delete. Unsubscribing is reversible, while deleting permanently removes the subscriber and their history.

    Check channel-level options when unsubscribing — The unsubscribe dialog lets you choose specific channels (Promotional Email, Transactional Email, Promotional SMS, Transactional SMS). Deselect channels you want to keep active rather than unsubscribing the contact from everything.

    Verify group changes after bulk actions — After adding or removing subscribers from groups, use the Groups filter to confirm the changes took effect. Check the Groups column in the subscriber list to verify individual assignments.

    Common Issues

    Actions dropdown is not clickable → No subscribers are selected. You must select at least one subscriber using the row checkboxes before the Actions dropdown becomes active.

    Resubscribe option is greyed out → All currently selected subscribers are already in Active status. The Resubscribe action only applies to subscribers with an Unsubscribed status. Filter by Unsubscribed under Email status first, then select and resubscribe.

    Deleted subscribers are missing from the list → Deletion is permanent. Deleted subscribers cannot be recovered within Sender. If you have a backup of your subscriber data, you can re-import the contacts. To avoid this, use Unsubscribe instead of Delete when you only need to stop sending.

    Bulk action not applying to all subscribers → If you used Select visible, only subscribers on the current page were selected. Use the select-all checkbox and choose Select all to include subscribers across all pages of the list.

    FAQs

    How do I select multiple subscribers for a bulk action? On the Subscribers list page, use the checkboxes on the left side of each row to select individual contacts. Click the select-all checkbox at the top of the Subscriber column, then choose Select visible to select all contacts on the current page, or Select all to select every subscriber in your account. Once selected, choose an action from the Actions dropdown.

    What happens when I delete a subscriber? Deleting a subscriber permanently removes their profile and all associated data from your account. This action cannot be undone. If you want to stop sending without losing data, use Unsubscribe instead.

    Does removing a subscriber from a group delete them from my account? No. Removing a subscriber from a group only removes the group association. The subscriber remains in your account and may still belong to other groups.

    Can I recover a subscriber I accidentally deleted? Deleted subscribers cannot be recovered within Sender. If you have an export of your subscriber data, you can re-import the contact. To avoid accidental deletions, consider unsubscribing contacts instead of deleting them.

    Can I unsubscribe contacts from specific channels only? Yes. When you select Unsubscribe from the Actions dropdown, a confirmation dialog appears with checkboxes for Promotional Email, Transactional Email, Promotional SMS, and Transactional SMS. Deselect any channels you want to leave active before confirming.

    Can I reactivate an unsubscribed contact? Yes. Select the unsubscribed subscriber, open the Actions dropdown, and click Resubscribe. Ensure you have the subscriber's explicit consent before reactivating to comply with anti-spam requirements.

    If a subscriber is in multiple groups, do they count as one subscriber or multiple? Sender counts each unique email address once toward your subscriber limit, regardless of how many groups the contact belongs to.

  • Re-subscribing or Reactivating a Contact

    This guide explains how to re-subscribe or reactivate an unsubscribed contact in Sender so they can receive your email campaigns again.

    Where to Find This Feature

    In the Sender dashboard, go to: Subscribers

    Click Subscribers in the left sidebar to open your full contact list. You will see a table of all subscribers with columns for Subscriber, Status, Groups, First name, Last name, Phone number, Location, and Date added. At the top of the page, you will find the Filter subscribers search bar, the Email status filter dropdown, the SMS status filter dropdown, the Groups filter, the Advanced filter button, and the Actions dropdown for bulk operations.

    Steps to Re-subscribe a Contact

    Step 1 — Locate the unsubscribed contact

    Go to Subscribers in the left sidebar. To find unsubscribed contacts quickly, click the Email status dropdown at the top of the page and select the Unsubscribed checkbox. The list will filter to show only contacts with an Unsubscribed status. You can also type the contact's email address in the Filter subscribers search bar to locate them directly.

    Step 2 — Open the subscriber's profile

    Click on the subscriber's email address in the list to open their Subscriber's profile page. You will see the Email campaign section displaying the current status as UNSUBSCRIBED in red. The page also shows the subscriber's email, source, profile details, group memberships, and a Subscriber activity log on the right side that records when the contact was unsubscribed.

    Step 3 — Resubscribe the contact

    Click the Actions dropdown in the top-right corner of the profile page and select Resubscribe. A Resubscribe subscriber confirmation dialog will appear asking "Are you sure you want to resubscribe?" with checkboxes for Promotional Email and Transactional Email — both are selected by default. Uncheck either option if you only want to resubscribe the contact to one channel. Click the Resubscribe button to confirm.

    Step 4 — Verify the status change

    After confirming, a green success notification will display "Successfully resubscribed to the selected channels." The Email campaign status on the subscriber's profile will change from UNSUBSCRIBED to ACTIVE. The contact will now receive future email campaigns sent to their groups.

    Step 5 — Resubscribe multiple contacts in bulk (optional)

    To resubscribe several contacts at once, return to the Subscribers list. Use the Email status filter to show Unsubscribed contacts. Select the contacts you want to reactivate using the checkboxes on the left side of each row. Click the Actions dropdown above the list and select Resubscribe. The same confirmation dialog will appear — choose your channels and click Resubscribe to reactivate all selected contacts.

    Subscriber Status Reference

    Active — The subscriber is opted in and will receive your email campaigns. Contacts enter this status when they are first added, imported, or resubscribed. Active subscribers count toward your subscriber limit.

    Unsubscribed — The subscriber has opted out or been manually unsubscribed and will not receive promotional or transactional emails, depending on which channels were unsubscribed. Contacts enter this status when they click an unsubscribe link in an email or when you manually unsubscribe them through the Actions menu. Unsubscribed contacts remain in your account and can be resubscribed.

    Bounced — The subscriber's email address could not receive your email due to a delivery failure. Contacts enter this status after a hard bounce (permanent delivery failure). Bounced contacts are automatically excluded from future sends.

    Non-subscribed — The contact exists in your account but has not been subscribed to any email channel. These contacts do not receive campaigns until their status changes to Active.

    Reported spam — The subscriber reported your email as spam. Contacts with this status should not be resubscribed, as sending to them again may harm your sender reputation.

    Management Tips

    Confirm consent before resubscribing — Always ensure you have the contact's explicit permission before reactivating their subscription. Resubscribing someone who opted out voluntarily without their consent may violate anti-spam regulations.

    Choose channels selectively — When the resubscribe confirmation dialog appears, review the Promotional Email and Transactional Email checkboxes. Only select the channels the contact has agreed to receive.

    Use filters to find unsubscribed contacts — Click the Email status dropdown and select Unsubscribed to quickly isolate all contacts that need reactivation, rather than scrolling through your entire list.

    Check subscriber activity first — Before resubscribing, review the Subscriber activity log on the contact's profile to understand when and why they were unsubscribed. This helps you decide whether reactivation is appropriate.

    Bulk resubscribe saves time — If you have multiple contacts to reactivate, use the checkbox selection on the Subscribers list and the Actions → Resubscribe option to process them all at once instead of opening each profile individually.

    Common Issues

    Resubscribe option is grayed out or missing → This happens when the selected contact is already Active. The Resubscribe option only appears in the Actions menu for contacts with an Unsubscribed status. Check the contact's current status before attempting to resubscribe.

    Contact was resubscribed but still not receiving emails → The contact may be unsubscribed from only one channel. Open their Subscriber's profile and verify that the Email campaign status shows Active. Also confirm the contact belongs to a group that is included in your campaign's recipient list.

    Cannot resubscribe a bounced contact → Contacts with a Bounced status cannot be resubscribed through the Resubscribe action because their email address has a permanent delivery failure. You would need to update their email address to a valid one or contact support for assistance.

    Resubscribed contact does not appear in filtered list → If you are filtering by Unsubscribed status, successfully resubscribed contacts will no longer appear in that filtered view. Remove the status filter or switch to Active to see the reactivated contact.

    FAQs

    Can I resubscribe a contact who unsubscribed themselves? Yes. Open their Subscriber's profile, click Actions, and select Resubscribe. However, you must have the contact's explicit consent before reactivating their subscription. Resubscribing someone without permission may violate anti-spam laws.

    Does resubscribing restore the contact's group memberships? Yes. Resubscribing changes the contact's email status back to Active but does not affect their group memberships. The contact remains in the same groups they belonged to before being unsubscribed.

    Can I resubscribe a contact to only promotional emails but not transactional? Yes. When the Resubscribe subscriber dialog appears, uncheck Transactional Email and leave only Promotional Email selected, or vice versa. Click Resubscribe to apply your selection.

    What happens when I resubscribe a contact? The contact's status changes from Unsubscribed to Active for the selected channels. They will begin receiving email campaigns again for those channels. The resubscription event is recorded in the Subscriber activity log on their profile.

    Can I resubscribe multiple contacts at once? Yes. On the Subscribers list page, select multiple contacts using the checkboxes, then click Actions and choose Resubscribe. The confirmation dialog will apply to all selected contacts.

    Can I resubscribe a deleted contact? No. Deleting a subscriber permanently removes their profile and data from your account. If you have a backup of your subscriber data, you can re-add the contact. To avoid this situation, use Unsubscribe instead of Delete when you want to stop sending to a contact without losing their data.

    Is resubscribing reversible? Yes. If you resubscribe a contact by mistake, you can unsubscribe them again. Open their Subscriber's profile, click Actions, and select Unsubscribe. Both actions are reversible and are logged in the Subscriber activity timeline.

  • Migrating Email Templates and Designs

    This guide explains how to migrate email templates and designs from your previous platform to Sender. It covers exporting HTML from your source platform, importing it into Sender’s Custom HTML email editor, and rebuilding designs using the Drag and drop builder.

    Before You Start

    • Completed subscriber import in Sender
    • Verified sending domain in Sender
    • Admin access to the source platform to export email templates and HTML code
    • A documented inventory of all email templates you need to migrate, including which templates are used in automations
    • Brand assets (logo files, hex color codes, fonts) from your source platform available for reference
    • Awareness that Sender’s personalization tags use {{ field_name }} syntax — source platform tags will need to be replaced

    Audit Your Source Platform

    Email templates — Open each template in your source platform’s editor and record its name, purpose (campaign, automation, transactional), and which automations or campaigns use it. Note whether the template was built with a visual editor or custom HTML.

    Template content and structure — For each template, document the layout structure (number of columns, section order), all text content, image URLs or files, button links, and any dynamic or conditional content blocks. Save or screenshot each template for reference.

    Personalization tags — List every personalization or merge tag used in your templates, such as first name, company name, or custom field values. Record the exact tag syntax your source platform uses (e.g., *|FNAME|*, {{first_name}}, {contact.first_name}) so you can map each one to Sender’s {{ field_name }} format.

    Unsubscribe and compliance links — Identify how your source platform handles unsubscribe links, browser-view links, and physical address footers in templates. Sender requires an unsubscribe link in every email and uses {{unsubscribe_link}} in custom HTML templates.

    Images and hosted assets — Document all images used in your templates and where they are hosted. If images are hosted on your source platform’s servers, download them before canceling that account, as those URLs may stop working after migration.

    Steps to Migrate Email Templates

    Step 1 — Export or copy the template HTML from your source platform

    In your source platform, open each template you need to migrate and export or copy the full HTML code. Most platforms offer an Export HTML option or let you view the raw HTML source in the template editor. Save each template’s HTML as a separate .html file. If your source platform does not support HTML export, take detailed screenshots of each template section and copy all text content manually.

    Step 2 — Prepare the HTML for Sender

    Open each exported HTML file and replace all source-platform-specific tags with Sender equivalents. Replace personalization tags with Sender’s {{ field_name }} syntax — for example, replace *|FNAME|* with {{ firstname }}. Replace the unsubscribe link with {{unsubscribe_text}}. Remove any source-platform-specific tracking scripts or proprietary code. If images were hosted on your source platform, update image URLs to point to your own hosting or prepare to re-upload them in Sender’s editor.

    Step 3 — Import the template into Sender

    In Sender, go to Email campaigns → New campaign. Complete the Settings step, then on the Design step, select Custom HTML email. This opens the HTML code editor with a live preview on the right. Select all default code in the editor, delete it, and paste your prepared HTML. Verify the layout in the preview panel. Confirm the email size shown in the top-right corner is acceptable. Click Save & continue to save the design.

    Step 4 — Rebuild templates in the drag-and-drop builder (alternative method)

    If you prefer a visual approach or your source template HTML does not render well, select Drag and drop builder on the Design step instead. Choose Blank template or a similar starting template from the All templates list. Use the Building blocks panel on the left sidebar to add blocks — Headline, Paragraph, Image, Button, Logo, Social, and others — to match your original template’s layout. Use the Custom HTML building block for any sections requiring custom code within the visual editor.

    Step 5 — Save the design as a reusable template

    After finalizing the template in either editor, save it for reuse. In the drag-and-drop editor, click the Template options icon in the left sidebar and select Save as template. Your saved template appears under My templates in the template selection screen and can be reused in future campaigns and automation workflow emails. Repeat the import or rebuild process for each template you need to migrate.

    Mapping Reference

    Personalization merge tags → Custom fields in Sender — Source platform tags like *|FNAME|* (Mailchimp), {{ contact.first_name }} (ActiveCampaign), or {first_name} (other platforms) map to Sender’s {{ firstname }} format. Available default fields include {{ firstname }}, {{ lastname }}, {{ email }}, {{ phone }}, and {{ birthday }}. Custom fields you create in Sender also become available as personalization tags.

    Unsubscribe link → {{unsubscribe_link}} in Sender — Replace your source platform’s unsubscribe tag with {{unsubscribe_link}} in the href attribute and {{unsubscribe_text}} for the link text. Sender requires every email to contain a working unsubscribe link. The drag-and-drop editor includes this automatically in the footer.

    Visual template editor → Drag and drop builder in Sender — Source platform visual editors map to Sender’s drag-and-drop builder, which offers Building blocks (Headline, Paragraph, Image, Button, Separator, Logo, Video, Social, Product, Menu, Custom HTML) and Section templates (Preheader, Header, Hero, Content, Newsletter, Feature, Call to action, Product, Footer, Blank).

    HTML template editor → Custom HTML email in Sender — Source platform code editors or raw HTML exports map to Sender’s custom HTML editor, accessed by selecting Custom HTML email on the campaign Design step. The editor provides a code panel on the left and a live preview on the right.

    Brand styles (colors, fonts, logo) → Brand assets in Sender — Source platform brand settings map to Account settings → Brand assets in Sender, where you configure your logo, color theme (dark background, light background, headline, paragraph text, accent color), fonts (with fallback options), and social links. These settings auto-apply to all new Branded templates.

    Saved/reusable templates → My templates in Sender — Source platform template libraries map to Sender’s My templates category. Save any design from the drag-and-drop editor using Template options → Save as template. Saved templates are available for both campaigns and automation emails.

    What Cannot Be Migrated Automatically

    Template design files — There is no direct file import to transfer a complete template design from another platform into Sender. You must either paste HTML into the Custom HTML email editor or rebuild the design in the Drag and drop builder.

    Platform-specific dynamic content blocks — Conditional content blocks, product recommendation widgets, or AI-generated content sections from your source platform have no direct equivalent in Sender’s editor. Recreate the logic manually using Sender’s available building blocks or separate the content into different templates for different audience segments.

    Hosted images on the source platform — Images hosted on your source platform’s CDN or file manager will not transfer. Download all image assets before migration and re-upload them in Sender’s editor or host them on your own server and update the URLs in your HTML.

    Template performance data — Open rates, click rates, and heatmap data tied to specific templates in your source platform cannot be transferred. Performance tracking for each template starts fresh in Sender.

    Proprietary personalization logic — Advanced conditional personalization (e.g., if/else blocks based on subscriber data) that your source platform supports may not have a one-to-one equivalent in Sender. Document the logic and recreate it using Sender’s available personalization features or by creating separate templates for different subscriber segments.

    How to Test the Migration

    Visual rendering test — After importing or rebuilding a template, use the preview icons in the editor toolbar to switch between desktop and mobile views. Verify that the layout, images, fonts, and colors match the original template. Check that no broken image icons or layout shifts appear.

    Personalization tag test — Click Send test email in the editor toolbar to send the template to your own email address. Verify that personalization tags like {{ firstname }} render correctly or display the expected fallback value. Confirm that all links, including the unsubscribe link, work and point to the correct destinations.

    Cross-client rendering test — Send the test email to addresses across different email clients (Gmail, Outlook, Apple Mail, Yahoo). Check that the template displays consistently. Pay particular attention to custom fonts, background images, and button styling, which may render differently across clients.

    Automation email test — If the template is used in an automation, add it to the relevant automation step and trigger the workflow with a test subscriber. Confirm the correct template is sent and that personalization and links function within the automation context.

    Migration Tips

    Set up Brand assets first — Before rebuilding templates, go to Account settings → Brand assets and configure your logo, colors, fonts, and social links. You can use Automatic brand setup to import these from your website URL. All new branded templates will then use these settings automatically, saving time on each template rebuild.

    Prioritize high-use templates — Migrate templates used in active automations and recurring campaigns first. Low-priority or one-time-use templates can be rebuilt later or skipped entirely.

    Use the Custom HTML block inside the drag-and-drop builder — If only a specific section of your template requires custom code, use the Custom HTML building block within the drag-and-drop editor rather than importing the entire template as custom HTML. This gives you the flexibility of visual editing with the precision of code where needed.

    Download all images before leaving your source platform — Export or download every image from your source platform’s media library before your account expires. Once you lose access, images hosted on that platform’s servers will break in any template referencing them.

    Save each completed template immediately — After finishing a template in the drag-and-drop editor, use Template options → Save as template right away. This stores the design in My templates for reuse across campaigns and automations.

    Common Issues

    Unsubscribe link error when sending → The custom HTML template is missing a valid unsubscribe link. Add {{unsubscribe_text}} to the template HTML and save again.

    Personalization tags displaying as raw text → The tags are using the source platform’s syntax instead of Sender’s format. Replace them with Sender’s {{ field_name }} syntax, ensuring double curly braces with spaces around the field name.

    Images broken after import → The image URLs still point to the source platform’s servers, which may no longer be accessible. Re-upload images in Sender’s editor or host them on your own server and update the src attributes in the HTML.

    Template layout looks different in Sender → CSS rendering differences between platforms can cause layout shifts. Review the HTML for platform-specific CSS classes or inline styles that may not be supported. Test and adjust spacing, widths, and font sizes in Sender’s editor until the layout matches.

    Saved template not appearing in automation email step → Templates saved via Template options → Save as template in the drag-and-drop editor appear under My templates. When adding an email step in an automation, look for the template in the My templates category. If it does not appear, verify the template was saved successfully by checking My templates when creating a new campaign.

    Email clipping in Gmail → Sender shows the approximate email size in the top-right corner of the HTML editor. If the email exceeds 102 KB, Gmail may clip the message. Simplify the HTML, remove unnecessary code, or compress images to reduce the total size.

    FAQs

    Can I import a template file directly into Sender? Sender does not support importing template files (such as .json or .zip exports from other platforms) directly. You can paste raw HTML into the Custom HTML email editor, or rebuild the template using the Drag and drop builder. Save your finished design as a reusable template under My templates.

    How do I replace personalization tags from my previous platform? Open your exported HTML and find all instances of source platform merge tags. Replace each one with Sender’s equivalent using the {{ field_name }} format. Default fields include {{ firstname }}, {{ lastname }}, {{ email }}, {{ phone }}, and {{ birthday }}. For custom fields, create the field in Sender first under Subscribers, then reference it with the same {{ field_name }} syntax.

    Can I use my migrated templates in automations? Yes. Save your template in the drag-and-drop editor using Template options → Save as template. Saved templates appear under My templates and can be selected when adding an email step to any automation workflow.

    What happens to images hosted on my previous platform? Images stored on your source platform’s servers will continue to load only as long as those URLs remain active. If you cancel your source platform account, those image URLs will break. Download all images before canceling and re-upload them in Sender’s editor or host them on your own server.

    Should I use the drag-and-drop builder or the custom HTML editor? Use the Custom HTML email editor if you have clean, well-formatted HTML from your source platform and want to preserve the exact code. Use the Drag and drop builder if you want to take advantage of Sender’s visual editing tools, branded templates, and building blocks. You can also combine both approaches by using the Custom HTML building block within the drag-and-drop editor for specific sections.

    How do I set up my brand colors and fonts in Sender before rebuilding templates? Go to Account settings → Brand assets. Upload your logo, select or customize a color theme, choose headline and paragraph fonts with fallback options, and add social media links. You can also use Automatic brand setup to import brand elements directly from your website URL. Click Save brand to apply these settings to all new branded templates.

  • Subscriber statuses explained

    This guide explains each subscriber status in Sender, where to find it, and how it affects your ability to send emails and SMS messages to your contacts.

    Where to Find This Feature

    In the Sender dashboard, go to: Subscribers

    You will see your full subscriber list with columns for Subscriber, Status, Groups, First name, Last name, Phone number, Location, and Date added. The Status column displays colored icons — an envelope icon for email status and a chat bubble icon for SMS status. Green icons indicate an Active status, while red icons indicate a non-active status such as Unsubscribed, Bounced, or Non-subscribed.

    At the top of the page, use the Email status and SMS status dropdown filters to filter your list by a specific status. Hover over any subscriber's status icons to see a tooltip showing their current email, SMS, transactional email, and transactional SMS statuses.

    Steps to View and Understand Subscriber Statuses

    Step 1 — Filter your subscriber list by status

    On the Subscribers page, click the Email status or SMS status dropdown at the top of the list. A panel appears with checkboxes for each status under two sections: EMAIL (or SMS) and TRANSACTIONAL EMAIL (or TRANSACTIONAL SMS). Select one or more statuses to filter the list. Only subscribers matching the selected statuses will appear in the list below.

    Step 2 — Check an individual subscriber's status

    Hover over the status icons in the Status column next to any subscriber's name. A tooltip displays the subscriber's current status for each channel — for example, "Email: active" and "Transactional Email: active." Green icons represent Active status, and red icons represent a non-active status. This lets you quickly assess a subscriber's deliverability without opening their profile.

    Step 3 — View detailed status on a subscriber's profile

    Click the arrow (>) next to a subscriber's name to open their Subscriber's profile. The profile page displays the Email campaign section and the SMS campaign section, each with a status badge in the top-right corner (for example, ACTIVE in green). This view also shows the subscriber's email address, phone number, source, group memberships, and a Subscriber activity timeline on the right side.

    Step 4 — Take action based on subscriber status

    From the Subscriber's profile, click the Actions dropdown in the top-right corner to access Unsubscribe or Delete. Alternatively, on the main Subscribers list, select one or more subscribers using the checkboxes, then click the Actions dropdown to choose from bulk actions including Add group, Remove group, Unsubscribe, Resubscribe, and Delete. The Resubscribe option is only available for subscribers whose current status is Unsubscribed.

    Subscriber Status Reference

    Active — The subscriber is opted in and eligible to receive your email and SMS campaigns. This is the default status for newly added or imported subscribers who have a valid email address or phone number. All campaigns and automations will be delivered to subscribers with this status.

    Unsubscribed — The subscriber has opted out of receiving your campaigns. This happens when a subscriber clicks the unsubscribe link in an email, or when you manually unsubscribe them via the Actions dropdown. Unsubscribed contacts remain in your account but will not receive any future campaigns. This action is reversible — you can resubscribe a contact if you have their explicit consent.

    Bounced — The subscriber's email address or phone number has generated a delivery failure. A hard bounce means the address is permanently invalid (e.g., it does not exist), while a soft bounce indicates a temporary issue (e.g., a full mailbox). Bounced subscribers are automatically excluded from future sends to protect your sender reputation.

    Reported spam — The subscriber marked one of your emails as spam with their email provider. Sender automatically flags these contacts and excludes them from future sends. Continuing to send to contacts who have reported spam can damage your sender reputation and deliverability.

    Non-subscribed — The subscriber exists in your account but has not been subscribed to email or SMS campaigns. This status typically applies to contacts who were added without opting in to a specific channel — for example, a subscriber with an active email status but no SMS subscription will show as Non-subscribed for SMS. Non-subscribed contacts do not receive campaigns on that channel.

    Management Tips

    Use status filters regularly — Click the Email status or SMS status dropdown on the Subscribers page to quickly isolate contacts by status. This helps you review bounced or unsubscribed contacts without scrolling through your entire list.

    Unsubscribe instead of deleting — If you want to stop sending to a subscriber but keep their data and activity history, use Unsubscribe from the Actions dropdown. Deleting a subscriber permanently removes their profile and cannot be undone.

    Monitor bounced contacts — Review subscribers with a Bounced status periodically. A high number of bounced contacts can indicate outdated list data and may affect your overall sender reputation.

    Check both email and SMS statuses — A subscriber can have different statuses for email and SMS channels. Hover over the status icons in the Status column or open the subscriber's profile to verify their status for each channel before taking action.

    Use bulk actions for efficiency — Select multiple subscribers using the checkboxes on the left side of each row, then use the Actions dropdown to Unsubscribe, Resubscribe, or Delete contacts in bulk rather than updating each subscriber individually.

    Common Issues

    Status icons appear red but the subscriber was recently added → The red icon indicates a Non-subscribed status for that channel. This happens when a subscriber was added without a phone number (for SMS) or without opting in to a specific channel. Open the subscriber's profile to confirm which channel is affected.

    The Resubscribe option is greyed out in the Actions dropdown → Resubscribe is only available for subscribers with an Unsubscribed status. If the subscriber is Active, Bounced, or Non-subscribed, this option will not be selectable. Verify the subscriber's current status before attempting to resubscribe.

    A subscriber shows as Bounced after a single send → A hard bounce means the email address is permanently invalid and will not resolve on its own. If you believe the address is correct, confirm it directly with the contact and re-add them with the corrected address if needed.

    Subscriber was unsubscribed but still appears in the list → Unsubscribed subscribers are not removed from your account. They remain visible in your subscriber list with their status changed. Use the Email status filter and select Active to view only subscribers who can receive campaigns.

    FAQs

    What is the difference between Unsubscribed and Non-subscribed?

    Unsubscribed means the subscriber previously had an Active status but opted out or was manually unsubscribed. Non-subscribed means the subscriber was never opted in to that specific channel. For example, a contact added with only an email address will show Non-subscribed for SMS.

    Can I resubscribe a contact who unsubscribed?

    Yes. Select the subscriber on the Subscribers list using the checkbox, click the Actions dropdown, and choose Resubscribe. Ensure you have the subscriber's explicit consent before reactivating them to comply with anti-spam requirements.

    Does a subscriber's status apply to all channels at once?

    No. Each subscriber has separate statuses for email campaigns, SMS campaigns, transactional email, and transactional SMS. A subscriber can be Active for email but Non-subscribed for SMS. Check both the Email status and SMS status filters or hover over the status icons to see each channel's status.

    What happens when I delete a subscriber?

    Deleting a subscriber permanently removes their profile and all associated data from your account. This action cannot be undone. If you want to stop sending without losing data, use Unsubscribe instead.

    Do bounced subscribers count toward my subscriber limit?

    Bounced subscribers remain in your account unless you delete them. Check with your current plan details to confirm how bounced contacts affect your subscriber count.

    Can I filter my list to see only active subscribers?

    Yes. On the Subscribers page, click the Email status dropdown and select the Active checkbox. The list will update to show only subscribers with an Active email status. You can apply the same filter using the SMS status dropdown for SMS.

    What does the Reported spam status mean for my account?

    A Reported spam status means the subscriber flagged your email as spam with their email provider. Sender automatically suppresses these contacts from future sends. A high spam complaint rate can harm your sender reputation, so monitor this status regularly.

  • Importing contacts

    This guide explains how to prepare, format, and import your contact data from a previous email platform into Sender, including how to map custom fields, assign groups, and handle suppression records.

    Before You Start

    • Completed initial subscriber import in Sender (basic list uploaded)
    • Verified sending domain in Sender
    • Admin access to your source platform to export contact lists, custom fields, tags, and suppression records
    • A documented inventory of all contact data to migrate — including field names, field types, tag structures, and subscriber statuses
    • Custom fields created in Sender that match your source platform's data structure (go to Subscribers → Fields → Create new field before importing)
    • Groups created in Sender to correspond with your source platform's lists, audiences, or tag-based segments (go to Subscribers → Groups → Create new group)

    Audit Your Source Platform

    Contact fields — Document every field attached to your contacts in your source platform, including field names, data types (text, date, number, dropdown), and example values. In Sender, these map to Fields under Subscribers → Fields, where the default fields are Email, Phone number, First name, Last name, and Birthday.

    Tags and lists — Record all tags, lists, or audience categories applied to contacts in your source platform. In Sender, tags and lists map to Groups under Subscribers → Groups. If your source platform uses tags for individual attributes rather than audience segments, map those to custom Fields instead.

    Subscriber statuses — Identify contacts marked as unsubscribed, bounced, or marked as spam complaints in your source platform. These must be imported separately in Sender with the correct status to prevent sending to opted-out contacts.

    Custom field types — Note the data type of each custom field in your source platform. Sender supports five field types: Text, Date (YYYY-MM-DD), Datetime, Number, and Drop-down. Map each source field to the closest Sender type and note any values that need reformatting before import.

    Steps to Import Contacts

    Step 1 — Export and prepare your contact file

    In your source platform, export your full contact list as a .csv or .xlsx file. Include all fields you plan to migrate — email address, first name, last name, phone number, custom fields, tags, and subscriber status. Ensure the first row contains column headers. Remove duplicate rows and contacts with invalid email addresses. If your source platform stores tags as a column, keep that column in the file for reference during group assignment.

    Step 2 — Create custom fields and groups in Sender

    Before uploading your file, go to Subscribers → Fields and click Create new field for each custom field from your source platform that does not already exist in Sender. Select the appropriate field type (Text, Date, Datetime, Number, or Drop-down). Then go to Subscribers → Groups and click Create new group for each list, audience, or tag category you need to replicate. This ensures all fields and groups are available during the import mapping step.

    Step 3 — Upload and map columns

    Go to Subscribers → Add subscribers. On the Import subscribers page, select Import from a file. Drag and drop your file or click Import file. Sender displays the Match the columns screen with a preview of your data. Use the dropdown on each column header to assign the correct Sender field — choose from E-mail, Phone number, First name, Last name, Birthday, or any custom field you created. Select Create a new field to add a field on the fly, or Skip this column to exclude data you do not need. Verify the preview row matches your expected data.

    Step 4 — Assign groups and start the import

    Below the column mapping section, find Add subscribers to a group. Click the Choose groups dropdown and select one or more groups to assign the imported contacts to. You can also select Create a new group directly from this dropdown. Once fields are mapped and groups are assigned, click Start import. Sender processes the file and displays how many subscribers will be imported.

    Step 5 — Import suppression records separately

    Export unsubscribed, bounced, and spam-complaint contacts from your source platform as a separate file. In Sender, go to Subscribers → Add subscribers → Import from a file and upload this file. During the Match the columns step, map the email column to E-mail. After import, update the status of these contacts to Unsubscribed to prevent sending to opted-out addresses. Repeat this process for bounced contacts if your source platform tracks them separately.

    Mapping Reference

    Source platform contact fields → Sender Fields — Standard fields like email, first name, and last name map directly to Sender's default fields. Custom fields (e.g., company name, city, membership tier) must be created in Subscribers → Fields before import. Choose the Sender field type that matches the source data: use Text for free-form values, Date for dates in YYYY-MM-DD format, Number for numeric-only values, and Drop-down for fixed option sets.

    Source platform lists or audiences → Sender Groups — Each list or audience in your source platform corresponds to a Group in Sender. Create groups under Subscribers → Groups before importing, then assign contacts during the import step using the Choose groups dropdown.

    Source platform tags → Sender Groups or Custom Fields — If tags represent audience segments (e.g., "VIP", "Newsletter"), map them to Groups. If tags represent individual attributes (e.g., "Lead source: Webinar"), create a custom Field and include the tag value as a column in your import file.

    Source platform subscriber status → Sender subscriber status — Active contacts import with an active status by default. Unsubscribed contacts must be imported separately and their status set to Unsubscribed to maintain compliance. Sender tracks Active, Unsubscribed, and Bounced statuses per group.

    Source platform date fields → Sender Date field — Sender accepts dates in YYYY-MM-DD or YYYY-MM-DD hh:mm:ss format. Convert any date values in your export file to this format before uploading to avoid mapping errors.

    What Cannot Be Migrated Automatically

    Subscriber engagement history — Open rates, click data, and engagement scores from your source platform do not transfer. Sender begins tracking engagement from the first send after import.

    Tag-to-contact associations as a single import action — If a contact belongs to multiple tags in your source platform, you cannot import all tag assignments in one file upload. Import contacts into one group at a time, or restructure tags as custom field values in a single column.

    Subscriber status in bulk during import — Sender does not provide a status column mapping during import. Active contacts import as active by default. Suppression records (unsubscribed, bounced) must be handled separately by importing those contacts and updating their status afterward.

    Source platform automation enrollment data — Information about which automations a contact was enrolled in, or their position in an automation sequence, cannot be transferred. Contacts will need to enter Sender automations from the beginning based on new triggers.

    How to Test the Migration

    Verify contact count — After import, go to Subscribers and compare the total subscriber count to the number of rows in your export file (minus the header row). The count displayed at 1 – X of X in the subscriber list should match your expected total.

    Check field mapping accuracy — Open several individual subscriber records in Subscribers and confirm that first name, last name, phone number, and custom field values appear in the correct columns. Click Toggle fields to display additional columns if needed.

    Confirm group assignment — Go to Subscribers → Groups and verify that the Total count for each group matches the number of contacts you intended to assign. Click View on a group to spot-check individual subscribers.

    Validate suppression records — Go to Subscribers and use the Email status filter to check for contacts with an Unsubscribed status. Confirm that contacts from your suppression list are correctly marked and excluded from active counts.

    Test a small batch first — Before importing your full list, upload a file with 5–10 test contacts. Complete the entire mapping and group assignment flow, verify the results, then delete the test contacts and proceed with the full import.

    Migration Tips

    Split large files — If your export exceeds 64MB, split it into multiple smaller files and import them in batches. Remove unnecessary columns to reduce file size.

    Standardize date formats before upload — Convert all date values to YYYY-MM-DD format in your spreadsheet application before importing. Sender's Date field type rejects values in other formats.

    Import active and suppressed contacts separately — Upload your active contact list first, then import your suppression list as a separate file. This prevents opted-out contacts from receiving emails before their status is updated.

    Use the CSV template — On the Import subscribers page, click Download CSV template or Download Excel template to get a pre-formatted file. Paste your contact data into the template to ensure correct column structure.

    Document your field mapping — Before starting, create a reference table that maps each source platform field name to the corresponding Sender field name and type. This prevents mapping errors during import and serves as a reference for future imports.

    Common Issues

    Columns not auto-detected → Column headers in your file do not match Sender's default field names exactly. Use the dropdown on each column in the Match the columns step to manually assign the correct Sender field, or rename your file headers to match Sender's defaults (e.g., Email address, First name, Last name).

    Custom field missing from the dropdown → The custom field was not created in Sender before starting the import. Go to Subscribers → Fields → Create new field, create the field with the correct type, then restart the import process.

    Date values not importing correctly → Date values in your file are not in YYYY-MM-DD or YYYY-MM-DD hh:mm:ss format. Open your file in a spreadsheet editor, reformat the date column, save, and re-upload.

    Duplicate contacts after import → Sender identifies duplicates by email address. If duplicates appear, check your source file for rows with identical email addresses. Sender updates existing subscriber records rather than creating duplicates when the email address already exists.

    Suppressed contacts appear as active → Unsubscribed or bounced contacts were imported without updating their status. Go to Subscribers, locate the affected contacts, and manually change their status to Unsubscribed, or re-import the suppression list and update statuses.

    FAQs

    Can I import contacts from multiple source platforms at once? Each import must use a single file. If you are migrating from multiple platforms, export each platform's contacts as a separate file, then upload them one at a time in Sender. Assign each batch to the appropriate groups during import.

    What file formats does Sender accept for import? Sender accepts .csv, .txt, and .xlsx (MS Excel) files. The maximum file size is 64MB. If your file is larger, split it into smaller batches before uploading.

    Can I create custom fields during the import process? Yes. On the Match the columns screen, click the column header dropdown and select Create a new field. However, creating fields in advance under Subscribers → Fields gives you more control over the field type and naming.

    How do I assign imported contacts to multiple groups? On the Import subscribers page, after mapping columns, use the Choose groups dropdown under Add subscribers to a group. Select multiple groups from the list. All imported contacts from that file will be assigned to every selected group.

    Will importing contacts trigger automations? Imported contacts may trigger automations that use subscriber-based triggers such as "Subscriber joins a group." Review your active automations in Automations before importing to avoid unintended sends. Pause automations temporarily if needed, then reactivate them after the import is complete.

    How do I handle contacts that exist in both my source platform and Sender? Sender matches contacts by email address. If an imported contact's email already exists in Sender, the existing record is updated with the new field values from the import file rather than creating a duplicate entry.

  • Rebuilding Automations

    This guide explains how to recreate automation workflows from your previous email platform in Sender's automation builder. It assumes you have already completed your initial subscriber import and domain verification.

    Before You Start

    • Completed subscriber import in Sender
    • Verified sending domain in Sender
    • Admin access to your source platform to audit automation workflows, including the ability to view triggers, steps, conditions, and email content
    • A documented list of every active automation you plan to recreate, including trigger type, sequence of steps, delay durations, branching logic, and the email or SMS content used in each step
    • Any custom fields or subscriber groups already created in Sender that your automations will reference

    Audit Your Source Platform

    Automation triggers — For each automation, record which event starts the workflow (e.g., subscriber added to a list, tag applied, date-based trigger, purchase event). Note the specific list, tag, or field the trigger references. You will map each trigger to one of Sender's trigger types, such as Subscriber joins a group, A date, A cart is abandoned, or Custom event is triggered.

    Workflow steps and sequence — Document every step in order: emails, SMS messages, delays, conditions, and actions. For each email or SMS step, record the subject line, sender name, and content. For delays, record the exact wait time (e.g., 1 hour, 3 days). This sequence will be rebuilt step by step in Sender's automation builder using Email, SMS, Delay, Condition, Action, and Split steps.

    Conditional branching logic — Record every if/then branch and the criteria used (e.g., opened previous email, clicked a link, belongs to a segment, has a specific custom field value). In Sender, conditions split into Yes and No paths and support types including Subscriber details, Workflow email activity, Campaign activity, Group membership, and Segments.

    Actions and list management steps — Note any steps that add or remove tags, move subscribers between lists, update fields, or unsubscribe contacts. In Sender, these translate to Action steps such as Move subscriber to another group, Copy subscriber to another group, Update subscriber's custom field, or Mark subscriber as unsubscribed.

    Email and SMS content — Save or export the HTML of each email used in automations. If your source platform does not support HTML export, copy the text content, subject lines, and note the layout structure. You will rebuild these using Sender's drag-and-drop editor or by importing HTML into an Email step.

    Steps to Recreate Automations in Sender

    Step 1 — Map your source platform trigger to a Sender trigger

    Open your documented automation and identify the original trigger event. In Sender, go to Automations → Create new workflow → Create from scratch. Select the trigger that matches your original workflow from the available options: A date, An anniversary of a date, Subscriber joins a group, Subscriber is removed from a group, A link is clicked, A cart is abandoned, A product is purchased, An order is fulfilled, Subscriber unsubscribed, Subscriber field updated, or Custom event is triggered. Name your workflow, then configure the trigger settings in the Trigger Setup panel on the right. If your source trigger was list-based, select the corresponding Sender group under Select Group.

    Step 2 — Rebuild each step in the automation sequence

    Click the + icon below the trigger to open the Add a new step panel. Add each step in the same order as your source automation. For email steps, select Email and build or paste your content. For wait times, select Delay and set the duration. For conditional branches, select Condition, choose the condition type (such as Workflow email activity or Subscriber details), and configure the Yes and No paths. For subscriber management actions, select Action and choose the appropriate option (such as Copy subscriber to another group or Update subscriber's custom field). For A/B path testing, use the Split step. Repeat until all steps from your source workflow are added.

    Step 3 — Configure step details and connect email content

    Click on each step in the workflow canvas to open its setup panel on the right. For Email steps, design your email using the drag-and-drop editor or import the HTML you saved during the audit. For Condition steps, define the exact rules that match your source platform's branching logic — select the condition type and configure the matching criteria. For Action steps, select the target group or custom field. For Delay steps, set the exact duration from your documentation. Verify the Completion counter in the top-right corner to ensure all steps are fully configured before activating.

    Step 4 — Review, test, and activate the workflow

    Before activating, review the entire workflow on the canvas to confirm the step order, branching paths, and content match your source automation. Add a test subscriber to the trigger group (or trigger the workflow manually with a test contact) and verify that each step executes correctly. Check that emails arrive with the expected content, delays fire at the right intervals, and conditions route the subscriber to the correct branch. Once testing is complete, set the workflow status from Draft to active.

    Mapping Reference

    List/audience-based triggers → Subscriber joins a group — If your source automation triggers when a subscriber is added to a list or audience, use the Subscriber joins a group trigger in Sender and select the equivalent group. Create the group under Subscribers → Groups → Create new group before building the automation.

    Tag-applied triggers → Subscriber joins a group or Subscriber field updated — If your source automation triggers when a tag is applied, map that tag to a Sender group and use Subscriber joins a group. Alternatively, if you store tag data as a custom field, use Subscriber field updated as the trigger.

    Date-based and anniversary triggers → A date / An anniversary of a date — If your source automation triggers on a subscriber's date field (e.g., signup date, birthday), use A date for one-time triggers or An anniversary of a date for recurring annual triggers. The subscriber must have a date-type custom field configured in Subscribers → Fields.

    If/then conditional branches → Condition step — Source platform conditions such as "opened email," "clicked link," or "is in segment" map to Sender's Condition step. Select the relevant condition type: Workflow email activity for open/click behavior within the automation, Campaign activity for engagement with standalone campaigns, Group membership for list-based filtering, or Subscriber details for custom field values.

    Wait/delay steps → Delay step — Time delays between steps in your source platform translate directly to the Delay step in Sender. Set the same duration (minutes, hours, or days) you documented during the audit.

    Add/remove tag actions → Action step (group or custom field operations) — Source platform actions that add or remove tags translate to Move subscriber to another group, Copy subscriber to another group, Remove subscriber from group, or Update subscriber's custom field in Sender's Action step.

    Unsubscribe actions → Action step (Mark subscriber as unsubscribed) — If your source automation includes a step that unsubscribes a contact, use the Mark subscriber as unsubscribed action in Sender.

    Webhook or API call actions → Action step (Send webhook) — If your source automation sends data to an external system via webhook, use the Send webhook action in Sender and configure the endpoint URL.

    What Cannot Be Migrated Automatically

    Automation workflow structure — No platform supports exporting automation workflows as importable files. You must manually recreate each workflow's trigger, steps, conditions, and content in Sender's automation builder using the documentation from your audit.

    Email engagement history within automations — Open rates, click rates, and completion rates from your source platform's automations do not transfer. Performance tracking in Sender starts fresh from the first send of each recreated automation.

    Platform-specific trigger types — Some source platforms offer triggers that have no direct equivalent in Sender (e.g., lead scoring thresholds, page visit tracking, or app-specific events). Review Sender's trigger list and consider using Custom event is triggered with an API integration, or restructure the automation to use an available trigger.

    Complex multi-condition branching — If your source automation uses nested conditions or multiple simultaneous condition checks that exceed Sender's single Condition step with Yes/No branching, you will need to split the logic across multiple automations or use sequential condition steps to replicate the filtering.

    Internal notification and CRM actions — Source platform actions that create tasks in a CRM, update deal stages, or trigger third-party app workflows cannot be directly recreated. Use the Send webhook action or the Notify me action to approximate these, or connect Sender to your CRM through an integration tool.

    How to Test the Migration

    Trigger test — Add a test subscriber to the group that triggers the automation (or fire the relevant event for non-group triggers). A successful result is the test subscriber entering the workflow and appearing in the automation's activity log.

    Email delivery test — Verify that each email step sends the correct content with the expected subject line, sender name, and formatting. Check the test subscriber's inbox for every email in the sequence and confirm links, images, and personalization fields render correctly.

    Delay timing test — For short delays, observe that the next step fires after the configured wait time. For longer delays (e.g., days), set temporary shorter delays during testing, then reset to the correct duration before activating for your full audience.

    Condition routing test — Trigger the automation with test subscribers who meet and do not meet each condition's criteria. Verify that subscribers following the Yes path and the No path each receive the correct subsequent steps.

    Action step verification — After the automation runs, check that action steps executed correctly: confirm group membership changes under Subscribers → Groups, custom field updates under Subscribers → Fields, and unsubscribe status changes in the subscriber's profile.

    Migration Tips

    Prioritize active, high-impact automations — Start with welcome sequences, cart abandonment, and re-engagement workflows. Migrate inactive or low-priority automations later, or consolidate redundant workflows.

    Recreate groups and custom fields first — Before building automations, create all the subscriber groups and custom fields that your workflows will reference. This prevents interruptions during the build process. Go to Subscribers → Groups → Create new group and Subscribers → Fields → Create new field to set these up in advance.

    Use descriptive workflow and step names — Name each workflow and each step clearly (e.g., "Welcome Series — Email 2: Feature Overview") so the automation is easy to audit and troubleshoot later. Use the Trigger Title, Condition Title, and Action Title fields in each step's setup panel.

    Keep your source platform active during migration — Do not deactivate source platform automations until the equivalent Sender automations are fully tested and live. This prevents gaps in subscriber communication during the transition.

    Document differences between platforms — If a source automation required restructuring to fit Sender's available triggers, conditions, or actions, note what changed. This record helps with future troubleshooting and onboarding new team members.

    Common Issues

    Automation does not trigger → The selected group may not match the group subscribers are being imported into, or the trigger has not been saved. Click the trigger step on the canvas, verify the correct group is selected under Select Group in the Trigger Setup panel, and click Save.

    Condition step routes all subscribers to one path → The condition type or criteria may not match subscriber data. Open the Condition Setup panel, verify the selected condition type (e.g., Subscriber details, Group membership), and confirm that the subscriber data in Sender contains the values the condition is evaluating.

    Emails in automation show broken formatting → Imported HTML may contain CSS or elements not supported by Sender's email renderer. Rebuild the email using the drag-and-drop editor within the Email step, or simplify the HTML before pasting it in.

    Delay steps not firing at expected times → Delay durations may have been set in the wrong unit (minutes instead of hours, or vice versa). Click the Delay step and confirm the duration and unit match your source automation's documentation.

    Completion counter shows incomplete steps → One or more steps have not been fully configured. The Completion indicator in the top-right corner (e.g., 0/3) shows how many steps still need setup. Click on each unconfigured step and complete the required fields in the setup panel.

    FAQs

    Can I export my automations from my previous platform? Most platforms do not support exporting automation workflows as files. You will need to document each automation manually — its trigger, steps, conditions, delays, and email content — then recreate it in Sender's automation builder.

    How do I map tags from my source platform to Sender? Export your subscriber list with tag data included as a column. In Sender, map tags to subscriber groups under Subscribers → Groups (if tags represent audience segments) or to custom fields under Subscribers → Fields (if tags represent individual attributes). Create the groups or fields in Sender before importing.

    Will my automation performance history transfer? No. Automation analytics (open rates, click rates, completion rates) from your previous platform cannot be transferred. Performance tracking starts fresh in Sender from the first send of each recreated automation.

    How do I handle conditional logic that Sender does not support? Document the original condition and identify the closest equivalent in Sender's Condition step types: Subscriber details, Subscriber status, Workflow email activity, Workflow SMS activity, Campaign activity, Group membership, or Segments. If no direct equivalent exists, consider splitting the automation into multiple workflows or using subscriber groups and custom fields to replicate the filtering logic.

    Should I migrate all automations or only active ones? Start with active, high-priority automations — such as welcome sequences, cart abandonment, and re-engagement workflows. Migrate inactive or low-priority automations later, or use the opportunity to simplify and consolidate workflows.

    How do I import a suppression list with the correct statuses? Export unsubscribed and bounced contacts from your source platform as a separate file. In Sender, go to Subscribers → Import subscribers, upload the file, and set the Status column to Unsubscribed or the appropriate status during the field mapping step.

    What trigger should I use if my source automation was based on a tag being applied? Sender does not have a tag-based trigger. Instead, map the tag to a subscriber group and use the Subscriber joins a group trigger. When subscribers are imported or added with that tag, assign them to the corresponding group to activate the automation.

    Can I use Sender's automation templates instead of rebuilding from scratch? Yes. When you click Create new workflow, you can choose Create from template to start with a pre-built workflow such as Welcome, Abandoned cart recovery, or Win-back customers. If a template closely matches your source automation, use it as a starting point and modify the steps, content, and timing to match your original workflow.

  • 24/7 Support During Migration

    This guide helps you access support resources, troubleshoot issues, and get assistance at every stage of your migration to Sender.

    Where to Get Help

    Help Center and Knowledge Base — Sender's Help Center contains step-by-step articles covering migration topics, subscriber imports, domain authentication, and automation setup. Access it by clicking the ? icon in the top-right corner of your dashboard and using the Search the knowledge base field, or visit the Help Center directly at help.sender.net.

    Live Chat — Reach Sender's support team through the chat widget in the bottom-right corner of your dashboard. Click the chat icon to open the conversation window, type your message, and a support representative will assist you. Live chat is available for all Sender users.

    Email Support — Send a detailed support request to [email protected] or use the contact form at sender.net/contact-us. Include your source platform name, subscriber count, a description of the issue, and any relevant screenshots. Email support is available to all Sender users regardless of plan tier.

    Steps to Get Migration Support

    Step 1 — Identify and document the issue

    Before reaching out to support, pinpoint where in the migration process you are stuck. Go to Subscribers in the left sidebar and check whether your imported contacts appear. Navigate to Account settings → Domains to verify your domain authentication status. Open Automations to confirm your workflows are listed. Write down any error messages, unexpected results, or missing data you observe.

    Step 2 — Search the Help Center for a solution

    Click the ? icon in the top-right corner of your dashboard to open the help panel. Type a description of your issue into the Search the knowledge base field. Review the suggested articles for troubleshooting steps that match your situation. If the articles resolve your issue, follow the instructions provided. If not, proceed to contact support directly.

    Step 3 — Contact Sender support with your details

    Open the live chat widget in the bottom-right corner of your dashboard, or email [email protected]. Provide your source platform name, the number of subscribers you are migrating, a list of assets involved (groups, automations, templates, forms), and a description of the problem. Attach screenshots of any error messages or unexpected results. The support team will guide you through resolution.

    Step 4 — Follow up and verify the resolution

    After receiving guidance from support, apply the recommended fix in your Sender account. Go to the relevant dashboard section — Subscribers, Automations, Forms, or Account settings → Domains — and confirm the issue is resolved. If the problem persists, reply to the same support thread with updated screenshots showing the current state so the team can continue troubleshooting.

    Migration Validation Checklist

    Subscriber count — Go to Subscribers in the left sidebar and compare the total count displayed against the number of contacts in your source platform. If the numbers do not match, check for import errors such as skipped rows due to invalid email formats or duplicates.

    Custom field data — Navigate to Subscribers → Fields and confirm that all custom fields from your source platform are listed with the correct Field name, Type, and Code. Open individual subscriber records on the Subscribers page to verify that field values imported correctly.

    Group assignments — Go to Subscribers → Groups and check the Active and Total columns for each group. Confirm that subscriber counts per group match the corresponding lists or segments from your source platform.

    Domain authentication — Navigate to Account settings → Domains and verify that the Ownership confirmed and Authentication columns show checkmarks for your sending domain. If authentication is incomplete, click Recheck DNS records after updating your DNS settings.

    Automation triggers — Open Automations from the left sidebar and confirm each migrated workflow is listed. Check that the status is set correctly and that trigger conditions are configured. Activate a test automation and verify it fires as expected.

    Email template rendering — Go to Email campaigns and open each migrated template in the editor. Verify that images load, links are correct, and the layout displays as intended. Send a test email to yourself to confirm rendering across email clients.

    Form functionality — Navigate to Forms in the left sidebar and confirm each recreated form is listed with the correct type (Pop-up or Embedded form). Preview and test each form to verify it captures subscriber data and assigns contacts to the correct group.

    Suppression list — Check that unsubscribed and bounced contacts from your source platform were imported with the correct status. Go to Subscribers, use the Email status filter to view unsubscribed and bounced contacts, and confirm they are not marked as active.

    Post-Migration Tasks

    Remove test data — Delete any test subscribers, draft campaigns, or placeholder automations you created during migration. Do this after validation is complete to keep your account clean and avoid accidentally sending to test contacts.

    Warm up your sending volume — Start by sending a small campaign to your most engaged subscribers and gradually increase volume over 2–4 weeks. This builds your sending reputation on Sender's infrastructure with mailbox providers, even if you had an established reputation on your previous platform.

    Monitor first campaign performance — After sending your first campaign from Sender, go to Dashboard and review the Traffic and reach report for metrics including Total delivered, Total opens, Total clicks, Bounce rate, and Total spams. Compare these against your typical results from the source platform to identify any deliverability concerns early.

    Keep your source platform active — Maintain access to your previous platform for at least 1–2 weeks after completing migration. Use this overlap period to catch any missed data, reference original automations or templates, and confirm that all subscriber activity is now flowing through Sender.

    Update DNS records — If you have not already done so, ensure all DNS records (SPF, DKIM, DMARC) point to Sender. Go to Account settings → Domains and click Recheck DNS records to verify. Remove or update any DNS entries that still reference your previous platform's sending infrastructure.

    Notify your team — Inform team members and stakeholders that the migration is complete and all email operations are now running from Sender. Share access to the Sender dashboard by going to Account settings → Users and adding team members as needed.

    Preparing a Support Request

    Source platform name — Specify the platform you are migrating from so the support team can provide relevant guidance for your specific migration path.

    Subscriber count — Include the total number of subscribers you are migrating and the number of groups or lists involved. This helps the support team understand the scope of your migration.

    List of assets to migrate — Provide a list of all assets involved, including groups, automations, email templates, forms, and suppression lists. This allows the support team to give comprehensive guidance.

    Error messages or screenshots — Attach screenshots of any error messages, failed import confirmations, or unexpected results you encountered. Include the full error text and the dashboard page where it appeared.

    Import file sample — If you experienced an import failure, include a small sample of your CSV or Excel file (with sensitive data removed) so the support team can identify formatting issues.

    Plan tier — Mention your current Sender plan, which is visible on the Account settings → Billing page under Your plan. This helps the support team determine what level of assistance is available to you.

    Common Issues

    Subscriber count mismatch after import → Sender skips rows with invalid email addresses, duplicate entries, or formatting errors during import. Go to Subscribers, review the import confirmation details for skipped rows, correct the issues in your file, and re-import the missing contacts.

    Custom fields not mapping correctly → Field mapping errors occur when column headers in your import file do not match the field names in Sender. Go to Subscribers → Fields to verify your custom fields exist, then re-import with corrected column headers that match the Field name values.

    Domain authentication showing incomplete → DNS changes can take up to 48 hours to propagate. Go to Account settings → Domains and click Recheck DNS records. If authentication still fails, verify that your DNS entries match the values provided by Sender exactly, with no extra spaces or characters.

    Automations not firing after migration → Recreated automations may remain in DRAFT status. Go to Automations, open each workflow, verify the trigger conditions are correct, and activate the automation. Test with a subscriber action to confirm the workflow fires.

    High bounce rate on first send → Sending to a large list immediately after migration can trigger mailbox provider filters. Reduce your initial send volume to your most engaged subscribers and increase gradually over 2–4 weeks to warm up your sending reputation on Sender's infrastructure.

    Forms not capturing subscribers → Forms may be in DRAFT status or not embedded correctly after migration. Go to Forms, confirm each form's status is active, and re-embed or republish the form code on your website. Test by submitting a form entry and checking that the subscriber appears in the assigned group.

    FAQs

    Does Sender offer assisted migration?

    Sender may offer migration assistance depending on your plan tier and the complexity of your migration. Contact Sender support through live chat or at [email protected] with your source platform name, subscriber count, and a list of assets to migrate to discuss available options.

    How do I know if my migration is complete?

    Use the Migration Validation Checklist above to verify each component — subscriber counts, custom fields, group assignments, suppression lists, domain authentication, automations, templates, and forms. If all checks pass and a test campaign sends and delivers successfully, your migration is complete.

    My subscriber count does not match after import. What should I check?

    Check for import errors on the Subscribers page. Sender may have skipped invalid email addresses, duplicates, or rows with formatting issues during import. Review the import confirmation details for skipped rows, correct the issues in your source file, and re-import.

    When should I deactivate my previous platform?

    Keep your source platform active for at least 1–2 weeks after completing your migration to Sender. Use this overlap period to catch any missed data, verify automations are firing correctly, and confirm deliverability from Sender. Only deactivate the source platform once you are confident everything is working.

    Should I warm up my sending when I start using Sender?

    Yes. Even if you had an established sending reputation on your previous platform, Sender uses different sending infrastructure. Start with a small volume of sends to your most engaged subscribers and gradually increase over 2–4 weeks to build reputation with mailbox providers.

    I encountered an error during import. What should I do?

    Check the error details on the import confirmation screen. Common errors include invalid email formats, missing required fields, and unsupported file formats. Correct the issues in your CSV or Excel file and re-import. If the error persists, contact Sender support with a screenshot of the error and a sample of your import file.

    How do I access live chat support?

    Click the chat icon in the bottom-right corner of your Sender dashboard. The conversation window will open with a message field where you can describe your issue. A support representative will respond to assist you.

    Can I import subscribers directly from my previous platform?

    Sender supports direct import from select platforms. On the Import subscribers page (accessed via Add subscribers on the Subscribers page), check whether your source platform is listed as a direct import option. If not, export your subscribers as a CSV file from your source platform and use the Import from a file option.