Using transactional email

Learn what transactional email is and how to use it.


Transactional email helps you by sending your non-marketing email content automatically to contacts by using Simple Mail Transfer Protocol (SMTP) or the API. Transactional email is sent to a single contact when they trigger an action that’s specific to them. For example, transactional email can be triggered to send welcome emails, password reminders and resets, order confirmations, and shipping notifications.

Do not use transactional emails for marketing purposes

Using a transactional email to send marketing content is a compliance violation because unsubscribe links are automatically removed from transactional email campaigns. To protect your sender reputation, only use transactional emails for transactional purposes:

  • Account balances
  • Password reminders and resets
  • Order confirmations
  • Shipping notifications

Get started

To start using transactional email, go to the Channel menu and select Transactional email. If it’s your first time in the Transactional email area, you can complete the five-step process to help you send your first transactional email, or you can select Skip these steps.

Create a transactional email user for SMTP

You need to create a separate transactional email user to send using SMTP. To do this:

  1. Go to the Channel menu and select Transactional email > Settings > Credentials.

    You can also go to Settings > Access > Transactional email users.

  2. Select New user.
  3. Enter a description and a password.
  4. Set the Status to Enabled.
  5. Select Save.

Create a transactional email

You can create a transactional email as a triggered campaign in EasyEditor. This allows you to design and brand your transactional email.

To learn more about creating a transactional email as a triggered campaign in EasyEditor, check out the Create and design a transactional email template article.

Send a transactional email

To send a transactional email using SMTP, you need to connect to the correct server where your account is based:

  • Europe (region 1)
  • North America (region 2)
  • Asia Pacific (region 3)

If you support secure sending by using the STARTTLS command, you can connect to ports 25, 587, or 2525. Otherwise, you can connect to port 465.

Send using the API

To send a transactional email by using the API, you need to use either:

  • REST
    Send transactional email
  • SOAP

To learn more about the Send transactional email and SendTransactionalEmail API calls, check out the REST and SOAP articles.

Once you create a transactional email, you can give your campaign ID to your developers to either send the transactional email by SMTP or the API.

To learn more about sending your transactional email as a triggered campaign by SMTP or the API, check out these articles:

You can also create your transactional email content elsewhere and pass the HTML to your developers.

Limits and sending transactional emails

  • You can add a maximum of 100 contacts to the To/Cc/Bcc box for a transactional email, and the send only counts as one send; it doesn’t matter if you have multiple contacts.
  • Sending transactional email using the API doesn't count towards your API limits or usage.
  • You can make up to 25 SMTP connections from a single IP address at any one time.
  • It’s possible to send transactional emails to your unsubscribed or non-mandatorily suppressed contacts. However, you can't send transactional email to an email address that is on the Global Suppression List (GSL).

    To learn more about the GSL, check out the Using the Global Suppression List (GSL) article.

  • Attachments are supported in our SMTP version only and have a limit of 20MB. Attachments aren't supported, if you're using SMTP to send a transactional email as a triggered campaign.
  • 50,000 is the default transactional email limit per calendar day. A calendar day is measured using the UTC time zone.

Transactional email IP addresses

Transaction email uses our dedicated transactional IP addresses.

Using the Dashboard

To get to the Transactional email dashboard, go to the Channel menu and select Transactional email. This area shows you an overview, including a graph and table, of your sent transactional emails.


Change the date range

Select Date range to change the transaction email data time frame. You can select today, yesterday, last seven days, last week, this month, last month, last 30 days, all time, or you can enter a custom date range.

Using the reporting tiles

Four tiles are on the dashboard, so you can see the total amount of transactional emails sent in the time frame that is selected, the amount delivered, the total amount of opens, and the total amount of clicks for links within the transactional emails. This is shown as a number and a percentage for each tile.

Using the reporting graph and table

The graph gives you a visual representation of similar information per day over the selected time period, with the different coloured lines showing you the amount of emails delivered, opens, clicks and transactional email bounces.

Below the graph data, you can see details in a table about each transactional email that was sent. This shows you the date and time the transactional email was sent, the email address of the contact it was sent to, the email subject line, the total email opens and clicks, and if it was successfully delivered or not.

If your transactional emails were sent using a triggered campaign template, the table shows the associated triggered campaign ID and name used at the time of the. These columns are available in the export and can be used for reporting purposes to know how many emails were sent using a particular campaign name or ID.

Download a campaign

Select the Download icon to download the transactional email campaign to your device, so you can open it and see what was sent.

Transactional email campaign downloads are kept for 30 days. After this time, you can’t download the campaign.

Delete campaign data

You can delete details from the table by selecting the checkbox next to the record and select Delete. This removes the email address you sent to, but any opens and clicks data is kept.

Be GDPR compliant

This allows you to be GDPR compliant when a contact wants you to remove them from your transactional email marketing.

Filter by status

You can filter by success status. To do this, select the Show successes only drop-down menu to see which sends were successful, or select Show failures to see which ones failed.

Search for a contact

Enter a contact name into the Search box to find them in the report.

Export a report

In the Export drop-down menu, select Export all to download the report as an Excel file.

Change the display

Select Display to change the amount of transactional emails that are shown on one page, and you can also add or hide visible columns in the report.

Edit your settings

To get to your transactional email settings, go to the Channel menu and select Transactional email > Settings. In this area, you can edit your credentials, from addresses, tracking, and complaints.


Using the Credentials tab

In the Credentials tab, you can create, delete, and see information about users, such as the description, status, date created, date modified, and you have the option to edit each user by selecting the Pencil icon in the Edit column.

Create a new user

To create a new user:

  1. Select New user.
  2. Complete the Description, Password, Confirm password boxes.
  3. Set the Status to Enabled.
  4. Select Save.

Delete a user

To delete a user, select the checkbox that’s in the same row as the email you want to delete, then select Delete > Delete.

Using the From addresses tab

In the From addresses tab, you can manage your from addresses. In this area, you can see the date the address was created, the email address, status, set as default, and edit the address by selecting the Pencil icon in the Edit column.

Set the unknown mail forward for your default from address to take care of replies. You can use any of your from addresses to send from. If you send from a from address that isn't on this list, then the one set as the default is used. This applies to transactional emails sent using SMTP and the API.

To learn more about from addresses and reply management, check out these articles:

Using the Tracking tab

In the Tracking tab, you can turn tracking on and off. By default, tracking your transactional email opens, clicks, and bounces are active. If you want to turn any of these off, deselect the checkbox in the Active column.

Using the Complaints tab

In the Complaints tab, if a contact reports your campaign as spam, they are added to this area. This helps you to know who reported your transactional email campaign as spam, and then be proactive about it to protect your sender reputation and deliverability.

For more information about sender reputation and how it affects your deliverability, check out the Understanding your sender reputation article.

This area give your the email address of the contact that filed the complaint, date and time of the send. You can search the report for a contact's name by entering it in the Search box. Select Display to change the number of transactional emails that are shown on one page, and to add or hide visible columns in the report.

Complaints aren’t added to your suppressions

Contacts that complain are not put on a suppression list. It’s your responsibility to regularly check for any complainers in this area, and to make sure you deal with any complaints promptly and appropriately.

See also

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