Making journey and playbook campaign messages transactional

Ortto’s journey or playbook campaigns support transactional messages, which are email or SMS (journeys only) messages sent when triggered by actions within these types of campaigns, as well as by activities.

Transactional emails are only supported on some Ortto plans.

Before configuring any journey or playbook campaigns to send transactional messages:

  • request approval from Ortto to send transactional messages by emailing help@ortto.com, and

  • set the relevant people who can enter these types of campaigns more than once and for recurring emails, choose the option/s to allow them to be in the journey more than once.

  • Transactional messages are sent irrespective of the email or SMS limits you have set in your Ortto account Setup.

  • Transactional email messages are sent irrespective of a person’s subscription status.

  • Transactional SMS messages are not sent to people who have opted-out of SMS.

If you are creating a journey with transactional messages, it is recommended to include a Condition shape so that people who are opted out of SMS can receive a transactional email message instead. Learn more about creating transactional journeys in Creating a journey campaign.

To make a journey or playbook campaign’s messages transactional:

  1. For a:

    • Journey campaign email or SMS message:

      1. View the journey campaign and set the People can be in journey to More than once, and enter multiple times.

      2. Locate the email or SMS message to make transactional and click more > Edit in journey.

      3. In the journey flow editor, locate the email and click more > View.

      4. In the email view, click Edit in People can receive this message, and choose More than once.

    • Playbook campaign email message (SMS coming soon):

      1. View the playbook campaign and in the Messages panel, click the email to make transactional.

      2. In the email view, click Edit in People can receive this message, and choose More than once.

  2. Select the This email is transactional checkbox.

  3. In the Purpose field, you must provide a disclaimer/reason as to why the email is transactional. This is critically important, since sending an email with no unsubscribe link could lead to the email message being reported as spam, which can have a severe impact on your own business', as well as Ortto’s email sending reputation. Explain why this is a transactional email and why unsubscribe preferences are being ignored for it.

    Never make an email transactional if it is not transactional by nature.
  4. Click Save.

    If you did not seek approval from Ortto to send transactional messages prior to creating the message, you will be asked to do so at this point by submitting an explanation of why you need this feature. Type your reason in the Enable transactional messages pop-up as required and Ortto’s support team will review your request and notify you of the outcome. When you are approved you can send transactional messages.