Using transactional email

Please note - this article is about a feature that needs to be enabled by your account manager. If you want to be able to use transactional email, then please contact them about it.


How transactional email works
» Sending via SMTP
» Sending via our API
How transactional email is activated
Usage limits
Sending to unsubscribed/suppressed contacts
Managing 'from' addresses and reply management
Turning tracking on and off


Our transactional email function enables you to send your administrative and operational-based email (in short, your non-bulk email) to contacts via creation of a separate transactional API user, allowing you to then manage and track your transactional email using the platform.  

What do you mean by 'transactional email'?

If you're not familiar with the term, it is best described as the email you send to a single contact (hence non-bulk email) as a result of an action triggered by that contact and specific to that contact. For instance, transactional email can be automated notifications such as:

  • welcome emails
  • password reminders/resets
  • order confirmations
  • shipping notifications

Once enabled, 'Transactional email' will be available from the dropdown menu at the very top of the screen (it will probably read Email if you haven't accessed any of the other areas of the application after logging in):


When clicking on Transactional email for the first time, you will be presented with a list of five tasks to complete to get you sending your first transactional email:


Click on each task to complete them one by one.

How transactional email works

Transactional email can be sent via SMTP or via our API, provided you have created a transactional email username and password (more on creating your credentials below).

Sending via SMTP

To send via SMTP (Simple Mail Transfer Protocol), please contact us for additional setup details.

Sending via our API

To send via our API, you'll require the REST operation PostEmail or the SOAP method SendTransactionalEmail.

How transactional email is activated

You need to create a separate transactional email API user. This is distinct from an API user.  

There are two ways to create a transactional email API user:

1. Either click on Transactional email > Settings > Credentials and then click on Add user to enter the details. 


2. Select Manage users from the dropdown that appears when mousing over Hi [your name]! to the top right of the screen, select the Transactional email tab and then click on Add user to enter the details. 


These will be your credentials for sending transactional email via SMTP or our API.


Usage limits

If you think your transactional email usage is going to be a non-trivial amount - for instance, more than a few thousand a day - then please talk to us directly about your possible requirements.


Attachments are supported in our SMTP version only, and have a limit of 20MB.

Sending to unsubscribed/suppressed contacts

You can send transactional email to your unsubscribed or non-mandatorily suppressed contacts.

However, you can't send transactional email to any email addresses that are on the GSL (Global Suppression List).


The dashboard provides both an overview, including a graph, as well as the detail on your sent transactional emails.

The period that the dashboard covers can be changed by clicking on the box next to You are viewing: in the top right, with the options ranging from today, yesterday, last seven days, this month, last month, last 30 days, all time, or you can enter a custom date range. 


At the very top of the dashboard, you are provided with the total amount of transactional emails sent in the period, the amount delivered, the total amount of opens, and the total amount of clicks for links within the transactional emails.

The graph provides a visual representation of similar information per day over the period, with the different colored lines charting emails delivered, opens, clicks and transactional email bounces.

Underneath the graph, you're provided with the detail of each transactional email sent. This covers the date and time it was sent, the email address of the contact it was sent to, the email's subject, the total opens and clicks the email received, clicking on the Download icon download_icon.png will download the email to your computer so you can open it and view exactly what was sent. Please note, however, that transactional email is retained for 30 days, after which you will no longer be able to download it.

You can filter on this report by clicking on Show successes only, which will show delivered emails, or by clicking on Show failures, which will display bounced emails.

You can search the report for a contact's name.

You can export the contents of the report into a downloadable Excel file by clicking on Export, located to the top right.

Click on Display to change the amount of transactional emails that are shown on one page, as well as adding or hiding visible columns in the report.


This is where you can create a transactional email API user.

Managing 'from' addresses and reply management

You can manage your 'from' addresses in Settings > From addresses.


You will want to set the unknown mail forward for your default 'from' address to cater for replies.

You can use any of your 'from' addresses to send from. However, if you send from a 'from' address that isn't on this list then the system will select the one set as the default. This applies to transactional mail sent from both the API and SMTP.

For further general information on 'from' addresses and reply management, you may be interested to read the following articles:

Turning tracking on and off

By default, we track opens, clicks and bounces for transactional emails automatically. If you wish to disable any of these features however, you can do so inSettings > Tracking

Simply uncheck the 'Active' box for the appropriate type of tracking.


After doing so, this data will no longer be tracked or reported to you.


We wouldn't expect you to receive many complaints at all for transactional email. However, if a contact does click on a 'report spam' button in their email software in response to a transactional email you've sent them, they will be listed under Settings > Complaints. This helps you to know about it and to be able to do something about it, in order to protect your and our reputation and deliverability.

The page provides the email address of the complainer and the date and time of the send.

You can search the report for a contact's name.

Click on Display to change the amount of transactional emails that are shown on one page, as well as adding or hiding visible columns in the report.


Note: Contacts who complain are not put on a suppression list at all. Therefore it is your responsibility to regularly check for any complainers here and ensure you deal with any such complaints promptly and appropriately.

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