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Frequently Asked Questions

Find quick answers to the most common questions about NVIA Email Editor. If you can't find what you're looking for, contact our support team at support@nvia.com.

Getting Started​

Q: How do I create my first email campaign?​

A: Follow these steps:

  1. Log into your NVIA dashboard
  2. Click "Create Campaign"
  3. Choose a template or start from scratch
  4. Use the drag-and-drop editor to customize your content
  5. Preview, test, and send your campaign

For detailed instructions, see our Getting Started guide.

Q: Do I need coding skills to use NVIA Email Editor?​

A: No! NVIA Email Editor is designed for users of all skill levels. The drag-and-drop interface makes it easy to create professional emails without any coding knowledge. However, if you do know HTML/CSS, you can use custom code blocks for advanced customization.

Q: Can I import my existing email templates?​

A: Yes, you can import HTML templates in several ways:

  • Copy and paste HTML code into an HTML block
  • Use the "Import HTML" option when creating a new campaign
  • Convert existing templates using our template converter tool
  • Contact support for assistance with complex templates

Q: How do I import my contact list?​

A: You can import contacts through:

  • CSV/Excel upload: Most common method for large lists
  • Copy and paste: For smaller lists
  • CRM integration: Direct sync from Salesforce, HubSpot, etc.
  • API connection: For custom integrations
  • Manual entry: For individual contacts

Design and Customization​

Q: Are NVIA templates mobile-responsive?​

A: Yes! All NVIA templates are automatically mobile-responsive. They adapt to different screen sizes and email clients. You can preview how your emails will look on desktop, tablet, and mobile devices using our built-in preview tools.

Q: Can I add custom HTML and CSS?​

A: Absolutely! Use the HTML block in the editor to add custom code. You can:

  • Insert custom HTML elements
  • Add CSS styling
  • Include advanced functionality
  • Integrate third-party tools and widgets

Q: How do I add images to my emails?​

A: There are several ways to add images:

  • Drag and drop: Simply drag image files into the editor
  • Upload button: Click the image block and select "Upload Image"
  • Image library: Choose from your previously uploaded images
  • Stock photos: Access our integrated stock photo library
  • URL: Link to images hosted elsewhere (not recommended)

Q: What image formats and sizes are supported?​

A:

  • Formats: JPG, PNG, GIF (including animated GIFs)
  • Maximum size: 10MB per image (1MB recommended for best performance)
  • Recommended dimensions: 600px width or less for optimal email compatibility
  • Automatic optimization: Images are automatically compressed for email delivery

Q: Can I save and reuse email templates?​

A: Yes! You can:

  • Save any email as a custom template
  • Access saved templates from your template library
  • Share templates with team members
  • Create template folders for organization
  • Lock templates to maintain brand consistency

Personalization and Dynamic Content​

Q: How do I personalize emails with subscriber names?​

A: Use merge tags in your email content:

  • {{first_name}} for first name
  • {{last_name}} for last name
  • {{full_name}} for full name
  • {{company}} for company name

Simply type these tags in any text block, and they'll be replaced with actual subscriber data when sent.

Q: What if a subscriber doesn't have a first name in my list?​

A: You can set fallback text for merge tags:

  • {{first_name | fallback:"there"}} - displays "there" if first name is missing
  • {{first_name | fallback:"friend"}} - displays "friend" as default
  • Always include fallbacks to avoid blank spaces in your emails

Q: Can I show different content to different subscriber segments?​

A: Yes! Use conditional content blocks:

  1. Select any content block
  2. Click "Conditions" in the properties panel
  3. Set rules based on subscriber data (location, purchase history, etc.)
  4. Define what content to show for each condition

This allows you to create one email that displays personalized content for different audience segments.

Q: How do I add dynamic product recommendations?​

A: Dynamic recommendations require:

  1. E-commerce integration: Connect your store (Shopify, WooCommerce, etc.)
  2. Product data sync: Ensure product information is up-to-date
  3. Recommendation blocks: Use specialized blocks for product displays
  4. Behavioral triggers: Set up recommendations based on browsing/purchase history

Contact support for help setting up e-commerce integrations.

Sending and Delivery​

Q: How do I send test emails before launching my campaign?​

A: Before sending to your full list:

  1. Click "Send Test Email" in the editor
  2. Enter test email addresses (including your own)
  3. Send to multiple team members for review
  4. Test on different devices and email clients
  5. Check all links and formatting

Q: What's the difference between scheduling and sending immediately?​

A:

  • Send Now: Campaign goes out immediately to all recipients
  • Schedule: Set specific date and time for future sending
  • Optimal Send Time: AI determines the best time for each subscriber
  • Time Zone Delivery: Sends at optimal local time for each recipient

Q: Why are my emails going to spam folders?​

A: Common causes and solutions:

  • Domain authentication: Set up SPF, DKIM, and DMARC records
  • Content issues: Avoid spam trigger words and excessive imagery
  • List quality: Remove bounced emails and inactive subscribers
  • Sender reputation: Maintain consistent sending patterns
  • Subject lines: Avoid misleading or promotional language

See our Best Practices guide for detailed deliverability tips.

Q: How can I improve my email open rates?​

A: Key strategies:

  • Compelling subject lines: Create curiosity and urgency
  • Sender name: Use a recognizable person or brand name
  • Send timing: Test different days and times
  • List segmentation: Send more relevant content
  • Mobile optimization: Ensure emails display well on mobile devices

Q: What should I do about email bounces?​

A: Handle bounces promptly:

  • Hard bounces: Remove immediately (invalid email addresses)
  • Soft bounces: Keep for a few attempts, then remove if persistent
  • Complaint bounces: Remove immediately and review content
  • Monitor bounce rates: Keep below 2% for good deliverability

Analytics and Performance​

Q: How do I track email performance?​

A: NVIA provides comprehensive analytics:

  • Open rates: How many recipients opened your email
  • Click rates: How many clicked links in your email
  • Conversion tracking: Sales and goals completed from email
  • Heat maps: Visual representation of click activity
  • Revenue attribution: Direct revenue generated from campaigns

Q: What are good benchmark metrics for email campaigns?​

A: Industry averages (your results may vary by industry):

  • Open rate: 21.3% (NVIA users average 34.7%)
  • Click rate: 2.6% (NVIA users average 4.8%)
  • Unsubscribe rate: Should be below 0.5%
  • Spam complaint rate: Should be below 0.1%
  • Bounce rate: Should be below 2%

Q: How do I set up conversion tracking?​

A: Enable conversion tracking by:

  1. Adding tracking pixels to your website
  2. Setting up goal pages (thank you pages, purchase confirmations)
  3. Using UTM parameters in email links
  4. Integrating with Google Analytics
  5. Connecting your e-commerce platform

Q: Can I see which specific subscribers opened or clicked?​

A: Yes! NVIA provides detailed subscriber-level analytics:

  • Individual open and click history
  • Engagement scoring for each subscriber
  • Behavioral patterns and preferences
  • Segmentation based on activity levels

Automation and Workflows​

Q: How do I set up automated email sequences?​

A: Create automation workflows through Campaign Manager:

  1. Choose a trigger (new subscriber, purchase, website activity)
  2. Define your email sequence (welcome series, nurture campaign)
  3. Set timing between emails
  4. Add conditions and branching logic
  5. Test and activate your workflow

Q: What types of automated emails can I create?​

A: Popular automation types:

  • Welcome series: Onboard new subscribers
  • Abandoned cart: Recover lost sales
  • Birthday/anniversary: Personal milestone emails
  • Re-engagement: Win back inactive subscribers
  • Post-purchase: Follow-up and upsell sequences
  • Lead nurturing: Educational content series

Q: How do I create a welcome email series?​

A: Set up a welcome series with these steps:

  1. Trigger: New subscriber joins your list
  2. Email 1: Welcome and set expectations (send immediately)
  3. Email 2: Share your story (send after 2 days)
  4. Email 3: Provide valuable resources (send after 5 days)
  5. Email 4: Social proof and testimonials (send after 8 days)
  6. Email 5: Special offer or next steps (send after 12 days)

Technical Questions​

Q: Which email clients does NVIA support?​

A: NVIA emails are tested and optimized for:

  • Desktop: Outlook (all versions), Apple Mail, Thunderbird
  • Webmail: Gmail, Yahoo, Outlook.com, AOL
  • Mobile: iPhone Mail, Android Gmail, Samsung Email
  • Corporate: Exchange, Office 365, G Suite

Q: Can I integrate NVIA with my CRM?​

A: Yes! NVIA integrates with popular CRMs:

  • Salesforce: Bidirectional sync of contacts and activities
  • HubSpot: Lead scoring and lifecycle stage integration
  • Pipedrive: Deal-based email automation
  • Custom CRMs: API connections available

Contact support for integration assistance.

Q: Is there an API for custom integrations?​

A: Yes! NVIA provides a comprehensive REST API for:

  • Contact management and segmentation
  • Campaign creation and sending
  • Performance data retrieval
  • Automation trigger setup
  • Custom application development

API documentation is available in your account dashboard.

Q: How do I set up domain authentication?​

A: Domain authentication improves deliverability:

  1. Go to Settings > Domains in your NVIA account
  2. Add your sending domain
  3. Copy the provided DNS records
  4. Add records to your domain's DNS settings
  5. Wait for verification (15-30 minutes)

Need help? Our support team can guide you through the process.

Billing and Account​

Q: What plans does NVIA offer?​

A: NVIA offers several plans:

  • Starter: Up to 1,000 contacts, basic features
  • Professional: Up to 10,000 contacts, advanced automation
  • Business: Up to 50,000 contacts, priority support
  • Enterprise: Unlimited contacts, custom features

All plans include a 14-day free trial with full access to features.

Q: Can I change plans or cancel anytime?​

A: Yes! You can:

  • Upgrade or downgrade plans at any time
  • Cancel your subscription without penalties
  • Export your data before canceling
  • Pause your account for temporary breaks

Changes take effect at your next billing cycle.

Q: Is there a limit on how many emails I can send?​

A: Sending limits depend on your plan:

  • Starter: 10x your contact limit per month
  • Professional: 15x your contact limit per month
  • Business: 20x your contact limit per month
  • Enterprise: Unlimited sending

For example, with 1,000 contacts on Starter plan, you can send 10,000 emails per month.

Troubleshooting​

Q: Why can't I see images in my email preview?​

A: Common image issues:

  • File size too large: Compress images under 1MB
  • Unsupported format: Use JPG, PNG, or GIF
  • Blocked images: Some email clients block images by default
  • Broken links: Ensure image URLs are accessible
  • Alt text missing: Add descriptive alt text for accessibility

Q: My email layout looks broken in Outlook. How do I fix it?​

A: Outlook compatibility tips:

  • Use table-based layouts (NVIA templates handle this automatically)
  • Avoid CSS Grid and Flexbox
  • Use inline CSS instead of external stylesheets
  • Test with NVIA's Outlook preview tool
  • Keep layouts simple and single-column when possible

Q: How do I fix "undeliverable" or bounced emails?​

A: Address bounce issues:

  1. Check email addresses: Verify spelling and format
  2. Remove hard bounces: Delete invalid addresses immediately
  3. Monitor soft bounces: Retry a few times, then remove
  4. Clean your list: Regularly remove inactive subscribers
  5. Check authentication: Ensure SPF/DKIM records are set up

Q: Why are my merge tags not working?​

A: Merge tag troubleshooting:

  • Check spelling: Ensure exact match with your contact fields
  • Case sensitivity: Use exact capitalization
  • Field mapping: Verify fields exist in your contact database
  • Fallback text: Always include fallback options
  • Test emails: Send test emails to verify personalization

Getting More Help​

Q: How do I contact NVIA support?​

A: Multiple support options:

  • Live Chat: Available 24/7 in your dashboard
  • Email Support: support@nvia.com
  • Help Center: Comprehensive guides and tutorials
  • Video Tutorials: Step-by-step visual guides
  • Phone Support: Available on Business and Enterprise plans

Q: Do you offer training or onboarding?​

A: Yes! We provide:

  • Free onboarding: Account setup and basic training
  • Video tutorials: Self-paced learning resources
  • Webinar training: Live group training sessions
  • 1-on-1 training: Available for Business and Enterprise customers
  • Best practices consultation: Strategy and optimization guidance

Q: Where can I find more advanced tutorials?​

A: Access advanced resources:

  • NVIA Academy: Comprehensive email marketing courses
  • Best Practices Guide: Proven strategies and tactics
  • Blog: Latest tips, trends, and case studies
  • Webinar Library: Recorded training sessions
  • Community Forum: Connect with other NVIA users

Still Have Questions?​

If you can't find the answer you're looking for:

  1. Search our Help Center: More detailed articles and guides
  2. Contact Support: Our team is available 24/7 to help
  3. Join our Community: Connect with other NVIA users
  4. Book a Demo: Schedule a personalized walkthrough

We're here to help you succeed with email marketing!