Email compliance is constantly evolving. To protect our services and support you in getting the best result with your email marketing, we have setup a Command Email Health Status and a suspension process. Users that have high rates of spam complaints or violate other policies will be suspended on Command Email. That suspension will last for 4 weeks if you don't take action, but you can also review best practices and pass a quiz to get back up and running sooner.
Weekly email sending metrics are reviewed for high rates of spam complaints or other policy violations. Below is an abbreviated list of policy violations that could lead to being suspended but the criteria are constantly changing to keep up:
- Spam complaints above 0.3% - this happens when an email recipient manually marks your email as spam.
- Sending to “spam trap” emails - spam traps are used by email services to make sure entities are not sending mass emails to folks who have not agreed to receive them. The email service will use an inactive or closed email account as a “trap,” and if a user sends to that address, they will be marked as suspect.
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When you get notified that your Command Email Health Status has changed to either "Needs Improvement" or "Action Required" (see the section below for more info), click here to access the Connect page that includes best practices around how to avoid getting marked as spam. If you were suspended, there is a quiz, at the bottom of the Connect page, that you can take to get back up and running with Command Email, as soon as possible. |
Email Health Status
You can find your Command Email Health status by accessing the Command Email Settings page:
1. Log in to https://agent.kw.com with your Keller Williams login credentials.
2. Click your name at the top of the screen and select Settings from the drop-down.
3. From the Connected Applications page, navigate to the Command Email application and click Manage.
At the top of this page, there are 3 Command Email Health statuses you might see:
Good
If you are following best practices, sending emails to people who want to receive them and not getting marked as spam at a high rate, you will see your Email Health Status as "Good."
Needs Improvement
If your emails start getting marked as spam at a higher rate, the system will send you a Command notification letting you know that your Email Health Status has changed:
Your Email Health Status will show as "Needs Improvement," and though you will still be able to send emails, it is letting you know that you are getting close to getting suspended. You don't have to take any action, and can keep sending emails, but it's recommended to click the Access Training button to see best practices around how to improve your score.
Action Required
Once you pass the threshold of % of emails being marked as spam, you will get a Command notification letting you know that your Command Email account has been blocked until required training is competed:
Your Command Health Status will show as "Action Required" and you will need to take action before you are back up and running. Click the Access Training button to see best practices around how to improve your score, and to access the quiz you will need to take before you can start sending emails:
The Command Email Suspension Process
When you get notified that your Command Email Health Status has changed to "Action Required," you will be unable to send emails via the SmartPlans and Email Campaigns. If you don't take action, this suspension will last for 4 weeks.
| When you are suspended in this way, that suspension will only affect emails sent through SmartPlans and Campaigns. This will not affect Saved Search, Collections or Offer emails, as those are sent using a no reply email address, not Command Email. |
That being said, you can click here to access the Connect page that includes best practices around how to avoid getting marked as spam. You will also see a link to a quiz, at the bottom of the page, along with a code you will need to enter in the quiz to ensure you have reviewed this page:
- The quiz will also ask for your KWUID.
Once you pass the quiz, KW Support will reverse the suspension and you will receive an email from them letting you know that you can send emails again.