1. How do I sync external emails (Gmail/Outlook) into Full Fabric (emails from the same email address as my staff user in the system)?
Add your tenant (e.g., university@cc.fullfabric.com) as a CC or BCC. The emails will appear in the Emails tab of your respective staff profile and in the Emails tab of the student's profile if the recipient has a profile in the system.
2. How do I sync fully external emails into Full Fabric (emails from a completely external email address that doesn't exist in Full Fabric)?
To sync fully external emails into Full Fabric, add your staff user address in this format: youremail@cc.fullfabric.com (e.g. pedro.silva@cc.fullfabric.com) as CC. The emails will appear in the Emails tab of your respective staff profile.
3. How does a profile’s email address change from bounce to hard bounce?
If a profile's email address rejects a campaign email, it counts as a bounce. After several bounces, the email address is marked as a hard bounce.
4. Do I need to take any action for hard bounces?
No action is needed. The system automatically excludes hard bounces from future campaigns, even if those profiles meet the audience rules.
5. How can I identify if a profile is bouncing emails?
In the Profile Info tab you'll see this error: 'One or more attempts at delivering email to addresses associated with this profile have failed. smtp; 550 5.7.1'.
6. Can bounced emails be caused by Full Fabric?
No. Bounced emails occur because they are rejected/blocked by the recipient, which can happen for various reasons, such as a full inbox, a non-existent email address, or firewall/antivirus filters.
7. Can I delete a shared email template?
Yes, but only if the template isn't being used. The Usage tab shows where it is being used. Visit those areas by clicking on the gear icon, edit and remove the email template from them. After this the system will allow deletion.
8. Why are some tags in my email template for Evaluators showing up empty?
The tags |programme_name|, |class_name| and |primary_programme_choice| don't work on workflows with the action 'send email to evaluator'.
9. I'm using substitution tags in an email template sent to staff, and the tags go with the staff's information instead of the applicant's information, why?
The tags are wrong. For emails aimed to staff, you must only use the tags that start with 'candidate_' (e.g. |candidate_email|). If you use others, such as profile tags, they will pull information from the staff member receiving the email.
10. Is there a size limit for attachments when syncing external emails to Full Fabric?
Yes, external emails will only be synced to Full Fabric if their attachments are 20mb or smaller. If an attachment exceeds this limit, the sync doesn't work.
11. How can I enable the option to 'send emails on behalf of someone else'?
This feature is only accessible by the support team, please reach out to us.
12. Can I edit an email template created by another staff member?
Yes. Any user with access to the Shared Email Templates module can edit email templates located in there, no matter who originally created them.
13. I added a link in an email template, but the underline appears in a different color than the link text. Why?
Because you’re using a custom font color, so the link text adopts your chosen color but the underline remains blue. To fix it, select the entire link and click Underline in the toolbar above, to apply the custom color to the underline too.
14. Why isn’t the ‘Tracking’ button available for an email sent to a profile?
The tracking tool is only available for emails sent through Full Fabric’s email gateway. If the email was sent via your institution’s own SMTP email gateway, tracking information won’t be available.
15. Why does the ‘Tracking’ section of an email show ‘no activity’?
This means the email was successfully sent by our system, but the recipient’s server didn’t return any acceptance log. The email may have been blocked, marked as spam, or otherwise filtered by the recipient. However, this is not an issue with Full Fabric, as our system did initiate the delivery as expected.
16. I noticed that merge tags in emails display in a different font compared to the rest of the text, why?
Because merge tags are inserted using a default font. Locate that email template in the Shared Email Templates area, select the merge tags and update their font to match the rest of your email text.
17. I created a new email template, but the colours and fonts are system default. Can I set my own colours and fonts as the default to save time?
No. When an email template is created from scratch, it will automatically use the system’s default fonts and colours. To save time, you can create a test template with your preferred styles, then duplicate it whenever you need.