By sending automated emails from Catalyst, your organization is bound by applicable privacy laws, rules and regulations, including but not limited to CAN-SPAM. Catalyst supports the triggering of transactional emails; Catalyst does not encourage sending of marketing emails.
Playbook email actions are a good fit for Catalyst if the email:
- would normally be sent manually from your email client
- would be sent because of changes on the account, contact, opportunity or additional object record
- would normally elicit a reply from the recipient
Emails that are sent in bulk to a portion of or your entire book of business should be sent from your marketing provider instead of from Catalyst.
Transactional emails
✅ Transactional emails are any type of message that is triggered through an event that happened within an application or website, such as a purchase, return, or other user-initiated interaction. These emails facilitate an already agreed-upon transaction or provide an update about an ongoing transaction or relationship, and do not suppress previously unsubscribed individuals, nor do they provide an opt-out mechanism.
Examples of transactional emails:
- Introduction of CSM
- Renewal reminder
- Overage notification
- Change in usage
In Catalyst, playbook emails are designed to feel like they’re coming directly from a CSM’s inbox. These are plain text emails that are built to engage customers at the right time when changes on the account, contact, opportunity or additional object record occur.
Marketing emails
❌ Marketing emails are high volume, one-to-many that are promotional in nature. These emails are sent in bulk to many users and must offer opt out/unsubscribe within the email.
Examples of marketing emails:
- Newsletter
- New feature announcement
- Webinar invite
- Event invite