FAQ for ActiveCampaign's Postmark CX App

ActiveCampaign's Postmark CX App allows to connect your ActiveCampaign automations with Postmark's transactional email infrastructure. This help doc goes through some frequently asked questions regarding ActiveCampaign's Postmark CX App.

For more details on the app and how to connect it to your Postmark account, check out our Using the Postmark CX App in ActiveCampaign doc.


🙋 Frequently Asked Questions about the Postmark CX App


Do I need an ActiveCampaign account and a Postmark account to use the Postmark CX App?#

Yes, you will need both an ActiveCampaign and a Postmark account in order to use the Postmark CX App. We have full instructions here on how to create a Postmark account in order to use with the ActiveCampaign Postmark CX App.

⏎ Return to the FAQ

Is the Postmark CX App located in Postmark or in ActiveCampaign?#

The Postmark CX App is located within your ActiveCampaign account, and is used within your ActiveCampaign's Automations. The app connects to your Postmark account in order to send your automated messages through Postmark's infrastructure. But overall, you'll be using the Postmark CX App within your ActiveCampaign account. We have more here on connecting the Postmark CX App.

⏎ Return to the FAQ

Where can I manage the Postmark CX App settings?#

Once you've successfully connected the Postmark CX App to an automation within your ActiveCampaign account, you can manage its settings on a per-automation basis by:

  1. Click the "Automations" tab in the lefthand toolbar
  2. Select the automation connected to the Postmark CX App.
  3. Click on the yellow "Send a transactional email" action.
  4. Click the blue "Select" button next to the Postmark account you originally connected the automation with (indicated by a ✅ )
  5. There you can manage its settings (template used, From address, etc)
    ⏎ Return to the FAQ

How do I uninstall / disconnect my Postmark account from the Postmark CX App?#

  1. In ActiveCampaign, click the Apps tab in the lefthand toolbar.
  2. Click the "Connected Apps" option in the menu. You may need to click the " >> Show Navigation" button to expand the toolbar to see that option, seen here.
  3. Select the Postmark app.
  4. There you can disconnect your Postmark account(s) from the Postmark CX App.

⏎ Return to the FAQ

Can I include an unsubscribe link within the messages sent through the CX App?#

No. The Postmark CX App is built to only send one-off transactional emails through a Transactional Message Stream within Postmark, where typically an unsubscribe link would not be needed.

As such, the Postmark CX App does not support the ability to add any sort of unsubscribe link or tag.

⏎ Return to the FAQ

Can I use the CX App to send bulk messages through a Broadcast Message Stream in Postmark?#

No. You can only select Transactional Message Streams from your Postmark account while setting up the Postmark CX App, and only one-off, transactional emails (think password resets, order confirmations, welcome emails, etc) are allowed to be sent.

If you need to send bulk messages, feel free to check out Postmark's Broadcast Message Stream functionality, giving you the ability to send bulk messages to fully opted-in recipients.

⏎ Return to the FAQ

Why is my template not visible in the template selection dropdown?#

Be sure you've saved it as a Campaign Template within your ActiveCampaign account. Click the "Campaigns" tab and then "Campaign Templates" in the navigation toolbar. Any template saved there will appear as an option in the Postmark CX App template selection.

⚠️ Templates within your Postmark account cannot be used with the Postmark CX App -- only templates saved within your ActiveCampaign account will be usable.

⏎ Return to the FAQ

Can I use personalizations from a Deal custom field?#

No. Only contact custom fields are supported at this time.

⏎ Return to the FAQ

Is it possible to add CC / BCC recipients?#

No. The Postmark CX App does not currently offer the ability to add additional TO, CC, or BCC recipients.

⏎ Return to the FAQ

Does the CX App support conditional content?#

No. The Postmark CX App does not currently support conditional content.

⏎ Return to the FAQ

The contact has entered the automation, but no message was sent through Postmark. Why?#

If you're seeing that a contact has entered the automation connected to your Postmark account, but you're not seeing the message show up within the Postmark account's Transactional Message Stream's Activity area, it could've been an issue with the template used for that "Send a transactional email" action.

Specifically, if a link URL within your message contains more than one % character (used for encoded characters like %2F for example) the message will not be able to send through the integration properly.

This is due to ActiveCampaign's system detecting those % characters as personalizations due to the % sign matching ActiveCampaign's personalization syntax.

You will need to remove the % characters from your link URLs in order for the integration to send properly. So for example, you'd need to use "/" in your URL instead of "%2F".

Another option would be to store the entire URL as a custom field value, and then use a personalization for the full URL. This would mean you would need to add the URL as a custom field value for each contact.

⏎ Return to the FAQ

Does the Postmark CX App support ActiveCampaign personalizations?#

Yes. However, in order for personalizations to work correctly within your ActiveCampaign's templates, the proper placeholder syntax must be used. The syntax for personalizations supported in CX apps is different from the normal personalization fields in ActiveCampaign templates. It is important to use the correct personalization syntax, or the fields will not be substituted properly and may be left blank in your message content.

We have more details here on the syntax differences.

⏎ Return to the FAQ

Are there any accessible logs for the Postmark CX App?#

Yes, you can access logs for the Postmark CX App by:

  1. In ActiveCampaign, click the Apps tab in the lefthand toolbar.
  2. Click the "Connected Apps" option in the menu. You may need to click the " >> Show Navigation" button to expand the toolbar to see that option, seen here.
  3. Select the Postmark app.
  4. There click "View Logs" to review logs relating to the Postmark CX App.

⏎ Return to the FAQ

Where can I ask a different question, or provide some feedback?#

If you have any questions or feedback about the Postmark CX App, don't hesitate to contact Postmark's support team. We'd love to hear from you!

💡 We're currently working on an even more in-depth integration between ActiveCampaign and Postmark, so stay tuned! If you have any thoughts or ideas on ways you'd love to see the two integrate, don't hesitate to let us know!

⏎ Return to the FAQ

Last updated September 16th, 2022

Still need some help?

Our customer success team has your back!