Managing Event Emails

In this article, we will give you an overview of the Emails page, and outline how you can use the Campaign Email feature within the Grip Dashboard to personalize the welcome email that is being received by your event participants.

Welcome emails are sent out to users once the platform is configured and launched (date and time customizable).

Automated emails are sent out based an attendee's actions or situation within an event - for example, reminding an inactive user to access their profile or summarizing attendees that have been showing interest in your profile. Other automated emails are sent for meeting request updates, or when a session has been added to a participant’s schedule and that session is about to begin.


In this article, we will cover:


Overview of the Emails page

Grip emails are split into two segments:

  1. Automated Emails
  2. Campaign Emails

Automated Emails

Automated emails are sent to an individual for actions such as meeting requests; meeting reminders; session reminders; chat messages or password reset emails.

1. To get to the 'Automated Emails' page within the dashboard, click the 'Engage' tab and click 'Automated Emails'.


2. When you open the ‘Automated Emails’ page you will see the ‘Settings' tab.



3. Under the settings tab you will see and be able to modify your Email Domain and Support Email Address. You will also see the ‘Enable Emails in this Event’ toggle (Please note, even when disabled, essential system emails like Password resets and Grip Teams invitations will continue to function). 





4. Next you will see 'Email Analytics'. Here you will see your processed emails, delivered emails, opened emails, clicked emails, total number of unsubscribes, and email open rate. 

5.  The email statistics for the automated emails are available under the ‘Automated Emails’ tab. These statistics are exportable too (note that these statistics are separate from those of Campaign emails). Here you will see your processed, delivered, opened, and clicked emails, along with the total number of unsubscribes, the email open rate, and the bounce rate. 


 6. Below automated email analytics is the 'Meeting Emails' section. If you have toggles on for these emails here, the event participants will receive the emails listed on this page. You can preview these emails (in English only) by clicking on the icon on the right-hand side.


7. The next section on this page is 'Engagement Emails'. Like meeting emails, engagement emails will be sent to participants within the platform if the toggles for these are on. These emails will be sent based on the engagement of participants in the event, as shown in the email descriptions. You can also preview these emails. MEE6

8. The last section on this page is ‘System Emails'. Unlike meeting emails & engagement emails, these emails cannot be enabled/disabled. These emails will be sent based on the event participants’ actions regarding their login/credentials updates or changes. You can also preview these emails. MEE7


Email Logs

The email logs page is a great way to interrogate our email system, in order to see specific information about an email’s journey or attendees’ engagement. You can see information about any emails sent from this event, whether they are Automated or Campaign emails.

Please note: Grip is limited by the information from our email provider that we have access to. This results in some restrictions in the way that data can be viewed and exported.


The email logs table

On the Logs tab you can see a table, which when loaded will attempt to pull the most recent data from the email system. There are six columns:


Name Description Notes
Email Address The email address of the recipient that we attempted to send the email to.  
Date The date that the log action was created  
Time The time that the log action was created  
Email Name The name of the email that the action relates to This includes the Automated Emails as well as any Email Campaigns created within the event
Action The type of action that was recorded See below for a list of Actions
Action Details Any available further details about the action For ‘Clicked’ we can see the exact URL that was clicked.

For ‘Bounced’ we can see the reason given for a bounced (failed to deliver) email 



Name Description
Accepted The email system accepted the request to send/forward the email and the message has been placed in a queue.
Delivered We sent the email and it was accepted by the recipient email server.
Bounced The email failed to deliver to the recipient. This could be for a number of reasons, and could be temporary or permanent. For example, an email can bounce due to a full inbox, then be successfully delivered later.
Opened The email recipient opened the email and enabled image viewing.
Clicked The email recipient clicked on a link in the email. We can also see the URL that was clicked.
Unsubscribed The email recipient clicked on the unsubscribe link within a sent email.


Using the email logs table

You can browse the actions that are recorded, or use the column filters to narrow down the results. We can display up to 300 rows per page, and you can use the buttons below the table to move to another page, if one is available.

You can also export the available information that is being displayed by clicking the ‘Export current page’ button.
Please note: due to limitations in the data that we can retrieve from our email supplier, you can only export the current page of data that you’re looking at. Be sure to check whether other pages of data are available if you’re looking for a large range of data.

Example 1: You want to check whether a particular person received a particular email. To do this you would:

  1. Filter the ‘Email Address’ to a specific attendee’s email
  2. Filter the ‘Actions’ column by ‘Delivered’
  3. Filter the ‘Email Name’ by the name of the email that you’re concerned with

Example 2: You want to export which event attendees have unsubscribed. To do this you would:

  1. Filter the ‘Actions’ column by ‘Unsubscribed’
  2. Export using the ‘Export current page’ button
  3. Check whether there is another page of available data using the < > buttons below the table.
  4. Export any other available pages of data.
  5. You can also see which email caused the attendee to unsubscribe by checking the ‘Email Name’ column.


As we are retrieving external email information, there are some limitations to the functionality of this page. This is unfortunately not something that Grip can control.

  1. Data over 30 days old is unavailable.
  2. Data under 15 minutes old is not viewable (though of course will be later).
  3. Filters must contain complete values - so for example, you cannot search for part of an email address.
  4. While you can combine filters, most filters are single-select - so for example, you cannot filter by ‘Delivered’ and ‘Opened’ actions at the same time.
  5. You can only export the current page of data.
  6. We do not know the total number of returned results, so be sure to check whether there are more pages of results.
  7. We can only retrieve 300 results per page.
  8. You can only use the Time filter if you’re also filtering by Date. You can however use the Date filter by itself.


Campaign Emails

Campaign emails are customizable emails sent to multiple event participants. The event organisers can schedule these to be sent at a specific date and time. Campaign emails also include templated Welcome emails.

1. To get to the ‘Campaign Emails’ page within the dashboard, click the 'Engage' tab and click ‘Campaign Emails'. 



2. When you first land on the campaign emails page you will see ‘Campaign Email Analytics’ at the top of the page.*Unlike analytics for automated emails, the campaign email analytics are not currently exportable.



3. Below campaign email analytics you will see 'Custom Emails'. Here you can create an email, edit/resend, preview, duplicate, or delete a custom email. More on this in the section below.


4. Below custom emails is the 'Welcome Emails' section. These different email templates can be sent manually or you can toggle on 'Registration Auto-Sending' which will automatically send the welcome email to new people that register for the event. You can also see the analytics of each email. Welcome emails will only be sent to inactive users.


4a. To send a welcome email, click 'Send bulk email'. You can click the toggle which will send the email to active users and inactive users (all users within the event).MEE12


How to configure a Custom Email

1. Under the 'Engage' tab in the dashboard, click on 'Campaign Emails'.



2. Click 'Create Email' under the custom emails section on this page.



3. You will now see the 'Choose Segment' page. Here you will see 'Type' which is not clickable as this is the default option. 'Equals' means it will send to the Data Types selected (in this case ‘In person’ exhibitor reps), 'not equals' means that it will not go to the Data Types selected. In the last box, you can select the Data Types within your event. 



3a. Underneath the 'Type' field you will see a '+' symbol. There will be three options to choose from, listed in the table below. You can only select one other filter per email. After your selection click 'Next'.

Filter Equals or does not equal destination group Destination group
User status Equals/Not equal Inactive Within App, Active within App, Inactive within Event, Active within Event
Session Attendees of Session Equals/Not equal Select a session within your event
Private Attendees of Session Equals/Not equal Select a session that has private attendees



4. Now you will be on the 'Compose Email' page. Here you can pick a template, There are three options; Short welcome email, Long welcome email, and Session invite email. Important note, If you have a multi-language event (English and German for example) you will have to customize the welcome email in both languages.



4a. Short welcome email. In the short welcome email, there are seven editable fields. 



4b. Long welcome email. In the long welcome email, there are 13 editable fields. 



4c. Session invite email. In the session invite email, there are nine editable fields. This includes the ability to select a specific session from within your event to link to.


When complete, click 'Next'

5. You will now land on the 'Settings & Review' page. Enter your email name, email link (to the event. This will default to the event smart marketing link. We recommend not changing this), email sending time, and test email recipient (We highly recommend sending a test email to yourself before activating the custom email), and the estimated segment size (total number of emails that have been selected).



6. Finally, click 'Send email', 'Schedule email', or 'Save email'. These buttons will change based on your email sending time.



Chat Message Emails

The below grid shows when we send the chat message emails. As you can see, they are only sent if the recipient is on the web platform and has not used the mobile app.

The sender of the message is using:

Recipient Has Used Web Before

Used iOS Before

Used Android Before

Send Email Chat:

Web Yes No No Yes
Web Irrelevant Yes No No
Web Irrelevant Yes Yes No
Web Irrelevant No Yes No
iOS or Android Irrelevant Irrelevant Irrelevant No


Email Security

Some actions around meetings can be taken inside emails without logging into the platform. This is to provide a seamless user experience. The only actions that can be taken are the ability to Accept or Decline a Pending Meeting. This means, that if a user forwards the email to someone else they would be able to accept or decline a meeting on their behalf. Beyond this specific user experience improvement, no actions can be taken without the user being logged into the platform.


SSO Email Differences

For Single Sign-On applications, there are two differences with emails: 

  • No pre-population of Emails and BadgeIDs. This is to make sure that any sensitive information that might be stored in the BadgeID field is not exposed to end users.
  • No Message and View buttons on emails. This is inline with the above change, due to being unable to pre-populate the information for the seamless viewing and messaging on meetings, we've also hidden the View/Message buttons in meeting request emails.