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Outbox

What's on This Page:


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Qtip: XM Directory is an improvement upon the old Target Audience, with user interface (UI) changes made to integrate more seamlessly with the XM platform. If you do not have XM Directory and would like to purchase access, contact your Account Executive.

About the Outbox

The Outbox contains all kinds of helpful information about distributions you’ve sent in the past. Here, you can cancel or edit future distributions, keep track of email bounces, and much more.

The Outbox can be reached by clicking the Distributions tab.

Distribution Information

When you click on a distribution, a menu on the right reveals additional information about that distribution.

Clicking a distribution makes more information appear to the right

Scheduled Distributions

Scheduled Distributions displays distributions you have scheduled that have not been sent yet.

  • Distribution Date: The date the distribution is scheduled to be sent.
  • Subject Line: The subject of the email.
  • Messages To Be Sent: The number of messages to be sent. Should add up to the number of unique contacts in the mailing list.
  • Survey To Be Sent: The name of the survey to be linked in the emails.
  • Recipients: The name of the sample, mailing list, or individual the distribution is being sent to.
  • Related Distributions: If any Reminders or Thank Yous are being sent, they will be listed here by the name of the distribution. If you are viewing a scheduled  Reminder or Thank You, the survey invitation will be listed here.
  • Edit Distribution: Click this to edit the distribution, including the recipients and the message content.
  • Cancel Distribution: Click this to stop the distribution from being sent out.

Scheduled Reminders and Thank Yous have the same information in their distribution information menu, except Messages To Be Sent and Survey To Be Sent.

Sent Distributions

Sent Distributions contains all distributions sent in the past and all Personal Links.

  • Distribution Date: The date the distribution was sent.
  • Subject Line: The subject of the email.
  • Survey  Sent: The name of the survey linked in the emails.
  • Recipients: The name of the sample, mailing list, or individual the distribution is being sent to.
  • Responses and Response Rate: The number of responses received and the percentage of contacts who responded.
  • Distribution Size: How many contacts are in the target mailing list or sample.
  • Emails Sent, Skipped, Bounced, Failed, Duplicate, or Opened: See Distribution History below.
  • Surveys Started or Completed: See Distribution History below.
  • Related Distributions: If any Reminders or Thank Yous are being sent, they will be listed here by the name of the distribution. If you are viewing a scheduled Reminder or Thank You, the survey invitation will be listed here.

Basic Emails (emails without a survey) display the same information, excluding information linked to surveys. This means Surveys Completed and Started, Response Rate, and Responses are not included.

Personal Links display the same information excluding the name of the survey and information related to emails (e.g., numbers of bounces and skipped emails).

Distribution Actions

In the upper-right corner of the distribution information menu is the Actions button. The possible actions vary based on the type of distribution.

In the distribution menu is an Actions dropdown

Scheduled Emails

  • Edit Distribution: Click this to edit the distribution, including the recipients and the message content.
  • Send a Reminder: Send an email reminding unfinished respondents to complete the survey.
  • Send a Thank You: Send an email thanking finished respondents for completing the survey.
  • Download History: View the distribution history.
  • Cancel and Delete Distribution: Click this to stop the distribution from being sent out.

Scheduled emails that are not survey invitations only have the Edit and Cancel options.

Sent Emails

  • View Distribution: View the email that was sent.
  • Send a Reminder: Send an email reminding unfinished respondents to complete the survey.
  • Send a Thank You: Send an email thanking finished respondents for completing the survey.
  • Download History: View the distribution history.
  • Delete Distribution: Click this to delete all history of the distribution. This will not delete the survey responses.

Sent emails that aren’t invitations do not have Reminder and Thank You options.

Personal Links only have Download History and Delete Distribution.

Send a Reminder

To help increase response rates, you can follow up with respondents who haven’t completed their survey by sending a Reminder email. Reminder emails are only sent to participants who have not yet completed their survey and include the same Individual Link for that recipient’s survey session. If the participants have already started the survey, they will continue where they left off.

Reminders can only be sent to survey invitations.

  1. In the Distributions tab, click the distribution you want to send a reminder to.
    Choosing to send a reminder from the actions dropdown
  2. Click Actions on the far-right.
  3. Click Send a Reminder.
  4. Select whether you want to schedule this distribution for later or send now.
    Selecting a time the message will go out

    Qtip: If you accidentally schedule it for later, you can make edits to the distribution, including cancelling it or changing when it goes out. Once a distribution is sent, it cannot be retrieved.
  5. Click Continue.
  6. Enter a from email.
    Writing a reminder email

    Qtip: You can use whatever name you want (e.g., MyCompany@qemailserver.com) but the domain has to be a Qualtrics-approved one. This improves your email’s legitimacy and decreases the chances it’ll bounce. If your organization has a custom email domain set up, this will also appear as an option.
  7. Enter a from name.
  8. Enter a reply-to email.
  9. Enter a subject.
  10. Write your message. Or, click the Message dropdown to choose a message saved to your library.
    Qtip: See our section on Customizing Emails.
  11. If desired, click Send Test Email to send this email to an email address of your choice.
    Send Test Email opens a window where an email address can be entered
  12. Click Continue.
  13. Review the content. Click Edit next to any field to go back and change it. You cannot change who receives the reminder or the survey being sent out.
    Send Reminders button in blue on the upper right
  14. When you’re ready to send the distribution, click Send Reminders.

Send a Thank You

To show your respondents how much you appreciate their participation, you can send them a Thank You email. These emails are only sent to respondents in your distribution who have submitted their survey.

Thank Yous can only be sent to survey invitations.

Qtip: Rather than sending all Thank You emails at once, you can set up your Survey Options to automatically send individual Thank You emails as respondents complete the survey.
  1. In the Distributions tab, click the distribution you want to send a Thank You to.
    Choosing to send a thank you from the actions menu
  2. Click Actions on the far-right.
  3. Click Send a Thank You.
  4. Select whether you want to schedule this distribution for later or send now.
    Choosing when the email will schedule

    Qtip: If you accidentally schedule it for later, you can make edits to the distribution, including cancelling it or changing when it goes out. Once a distribution is sent, it cannot be retrieved.
  5. Click Continue.
  6. Enter a from email.
    Writing a thank you email

    Qtip: You can use whatever name you want (e.g., MyCompany@qemailserver.com), but the domain has to be a Qualtrics-approved one. This improves your email’s legitimacy and decreases the chances it’ll bounce. If your organization has a custom email domain set up, this will also appear as an option.
  7. Enter a from name.
  8. Enter a reply-to email.
  9. Enter a subject.
  10. Write your message. Or, click the Message dropdown to choose a message saved to your library.
    Qtip: See our section on Customizing Emails.
  11. If desired, click Send Test Email to send this email to an email address of your choice.
    Send Test Email opens a window where an email address can be entered
  12. Click Continue.
  13. Review the content. Click Edit next to any field to go back and change it. You cannot change who receives the reminder or the survey being sent out.
    Send Thank Yous button on the upper-right
  14. When you’re ready to send the distribution, click Send Thank Yous.

Download History

You can download a spreadsheet containing survey links and statuses, in addition to other information about the respondent. Just click the distribution you desire to see the history for, Actions, then Download History.

Download history in the actions dropdown

Qtip: This option is available for survey invites, reminders, thank you emails, SMS invitations, and WhatsApp distributions.

Columns

The Distribution History includes the following for each respondent:

  • Response ID: The unique identification code assigned to each recorded response. This field will only be filled once the recipient has finished their survey.
  • Last Name: The recipient’s last name as it appears in the contact list.
  • First Name: The recipient’s first name as it appears in the contact list.
  • External Data Reference: The recipient’s External Data Reference, as it appears in the contact list. This is not a required field.
  • Email: The recipient’s email address.
  • Status: The current condition of the respondent’s survey invitation. See the Distribution Statuses below for more details.
  • End Date: The date and time the recipient finished the survey.
  • Link: The recipient’s personal survey link.
  • Link Expiration: The date and time the recipient’s survey link expires (for those who have not finished the survey).
    Qtip: Even if this link hasn’t expired, you may notice a link is not working due to the response expiring under the partial completion settings or the Survey Expiration date.
  • Contact Id: The ID for the contact on a directory level, regardless of mailing list.
  • Lookup Id: The ID of a specific contact in a specific mailing list.
  • Transaction Id: If this distribution is part of a transaction batch, this field will list the transaction ID.
  • Contact Frequency Rule Id: The internal ID of the contact frequency rule, if in effect for this distribution.
  • Exceeded Contact Frequency: Indicates if the distribution exceeded the contact frequency rules for the contact. This field will have a value of either TRUE (distribution exceeded contact frequency rules, therefore the contact did not receive the distribution), or FALSE (distribution did not violate any contact frequency rules).
  • Channel: Indicates SMS, WhatsApp, or Email depending on the channel used for the distribution.

Distribution Statuses

The following statues appear both in the distribution information and in the distribution history that can be downloaded.

  • Emails Sent: The number of emails that have left the Qualtrics server.
    Qtip: Once an email has left our server, we cannot guarantee that the email will not be affected by any filters or blacklist set up on the opposing end.
  • Emails Skipped: The number of respondents (emails) that were not delivered because of contacts which have already received the maximum number of emails or invitations within the time frame established by your Brand Administrator.
    Qtip: The maximum number of emails or invitations limit can only be set with XM Directory through the use of Contact Frequency Rules.
  • Emails Bounced: The number of emails that did not reach the recipient’s inbox. This could be for a number of reasons: the email address doesn’t exist, the receiving server has a high security firewall, the receiving mailbox is full, the recipient server is offline, etc.
  • Emails Failed: The number of emails that did not leave our servers. The most common cause of a failed email is an incorrectly formatted email address, such as a missing @. This number does not include bouncebacks.
  • Emails Blocked: The number of duplicate emails detected. Duplicate emails are emails with the exact same message, subject line, and recipient as another email that went out. If your contact list has the same email address on it multiple times, this will be seen as a duplicate, and to prevent being flagged as spam, the Qualtrics mailer will not send these out. See the Directory Options page for help consolidating duplicates.
    Qtip: Let’s say you’re having customers review three different products they own. If you add the same recipient into the contact list three times with a different Embedded Data value for each product, and make sure to pipe this Embedded Data into your email, the duplicates will send just fine. This is because the different Embedded Data will make the emails being sent different enough they don’t get marked as spam.
    Qtip: If you need to resend a message to the same user (for example, if they lost their email/link), you can either copy the link from the Distribution History and manually email them, or you can send this person another email with a slightly modified message/subject line. The modified message/subject line will make sure the message isn’t marked as spam.
  • Emails Opened: The number of contacts who have opened the email in their inbox.
  • Surveys Started: The number of surveys where the recipient has at least clicked on the link, but hasn’t submitted the survey.
  • Surveys Completed: The number of recipients who have submitted the survey.
  • Complaints: The number of notifications Qualtrics servers receive from the email provider when a recipient clicks ‘Report Spam’ (or equivalent) for a Qualtrics originated email.
    Attention: Not all email providers send reports to Qualtrics servers so the actual number may be greater.

Statuses Exclusive to Downloaded History

These are statuses that only appear in the distribution history that can be downloaded. The status column in the Distribution History will help you monitor each recipient’s current status – whether they failed to receive the email or already started their survey. Below is a descriptive list of possible status conditions.

  • Session Expired: The recipient started the survey, but didn’t finish in the allotted timeframe. This status will also display for responses that were screened out but not saved, and for deleted partial responses when “Delete responses in progress after 1 week” is enabled in the Survey Options.
  • Screened Out: The recipient was removed from the survey using the Screen Out add-on feature. This will include the specified name of the screen out. You will only see this status after the survey has been closed (or “paused”) to responses.
  • Partially Completed Response: This status occurs when the respondent has provided a partial response. This means they never finished their response and either the survey session expired before they could finish it, or you as the survey owner chose to close their response before they could finish.

Cancel & Delete Distribution

Warning: Once a distribution is deleted, it is irretrievable.

You can delete distributions under the Actions menu.

Delete Distribution under the Actions menu

  • Deleting a distribution that is scheduled for the future:
    • Cancels that distribution.
  • Deleting a distribution that was sent in the past:
    • Erases the distribution from your Outbox. This will prevent you from performing any actions on it, including sending Reminders or Thank Yous.
    • Removes the distribution from contacts’ history in the directory.
    • No responses will be removed from surveys recorded with this distribution.
    • No mailing lists, samples, or contacts are deleted.

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