Inxmail

Overview

Inxmail is a professional email marketing platform that can integrate with Karla to trigger automated email workflows based on delivery events throughout the customer journey. This guide explains how to configure Inxmail templates to receive and process Karla events.

How It Works

1. Event Generation: Karla generates events throughout the delivery journey
2. Event Transmission: When events occur, Karla sends them to Inxmail using your configured integration (events have to be created in Inxmail first)
3. Template Matching: Inxmail matches incoming events to templates based on the event group
4. Email Workflow: Your configured email workflows are triggered automatically

Prerequisites

• Active Inxmail account with API access
• Karla integration credentials (configure your Inxmail integration in portal)
• Understanding of Karla Events

Template Configuration

Base Template Structure

Every Karla event template in Inxmail must follow this XML structure:

Base Event Template

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<event xmlns="http://www.inxmail.com/xcom/eventtype">
    <eventtype>
        <id>{event_group}</id>
    </eventtype>
    <customermapping/>
    <customeremail>Customer.Email</customeremail>
    <phgroup>
        <id>Order</id>
        <placeholder>
            <id>OrderNumber</id>
            <datatype-string/>
        </placeholder>
         <placeholder>
            <id>OrderNumberUrlEncoded</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>OrderName</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>TotalOrderPrice</id>
            <datatype-double/>
        </placeholder>
         <placeholder>
            <id>OrderCurrency</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>OrderStatusUrl</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>ExternalId</id>
            <datatype-string/>
        </placeholder>
    </phgroup>
     <phgroup>
        <id>Customer</id>
        <placeholder>
            <id>Email</id>
            <datatype-string/>
        </placeholder>
         <placeholder>
            <id>Name</id>
            <datatype-string/>
        </placeholder>
          <placeholder>
            <id>Country</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>ZipCode</id>
            <datatype-string/>
        </placeholder>
         <placeholder>
            <id>ShippingAddress</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>ExternalCustomerId</id>
            <datatype-string/>
        </placeholder>
    </phgroup>
    <phgroup>
        <id>Shipment</id>
        <placeholder>
            <id>TrackingNumber</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>TrackingUrl</id>
            <datatype-string/>
        </placeholder>
        <placeholder>
            <id>CarrierName</id>
            <datatype-string/>
        </placeholder>
    </phgroup>
</event>

Important: Event Group Configuration

The {event_group} placeholder in the template must be replaced with the specific event group you want to listen to. Each event group requires its own template in Inxmail.

Available Event Groups

Karla provides the following event groups that you can configure templates for:

Delivery Events

Event Group	Description	Use Case
shipment_delivered	Package successfully delivered	Send delivery confirmation, request reviews
shipment_delivered_all_events	All delivery variations	Comprehensive delivery tracking
shipment_delivered_to_neighbour	Left with neighbor	Notify about neighbor delivery
shipment_delivered_to_letterbox	Left in letterbox	Confirm letterbox delivery
shipment_delivered_to_parcel_shop	Ready at pickup location	Pickup reminder with location details
shipment_delivered_to_parcel_locker	In parcel locker	Locker code and pickup instructions
shipment_picked_up	Customer collected package	Confirm successful collection

Transit Events

Event Group	Description	Use Case
shipment_pre_transit	Order processed, awaiting pickup	Order confirmation, packing notification
shipment_in_transit	Package in carrier network	Shipping updates, ETA communication
shipment_out_for_delivery	Out for final delivery	Same-day delivery alerts

Issue Events

Event Group	Description	Use Case
shipment_carrier_delay	Delays in transit	Proactive delay notifications
shipment_damaged	Package damage reported	Damage incident communication
shipment_delivery_failed	Delivery attempt unsuccessful	Failed delivery instructions
shipment_delivery_failed_address_issue	Address problems	Request address clarification
shipment_delivery_failed_forwarded_to_parcel_shop	Redirected to pickup	New pickup location info
shipment_delivery_second_attempt	Redelivery scheduled	Second attempt notification

Return Events

Event Group	Description	Use Case
shipment_not_picked_up_then_returned	Not collected, returning	Missed pickup alerts
shipment_refused_then_returned	Customer refused delivery	Refusal follow-up
shipment_failed_returned	Package returned to sender	Return process updates

Customer Service Events

Event Group	Description	Use Case
claim_created	Customer submitted claim	Claim acknowledgment
claim_updated	Claim status changed	Resolution updates

Special Events

Event Group	Description	Use Case
shipment_lost	Package lost in transit	Loss notification and next steps
shipment_delayed_due_to_customer_request	Customer requested delay	Confirmation of delay request

Configuration Steps

1. Create Templates for Each Event Group

For each event group you want to monitor, create a separate template in Inxmail:

Example: Delivery Confirmation Template

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<event xmlns="http://www.inxmail.com/xcom/eventtype">
    <eventtype>
        <id>shipment_delivered</id>
    </eventtype>
    <!-- Rest of template structure -->
</event>

Example: Failed Delivery Template

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<event xmlns="http://www.inxmail.com/xcom/eventtype">
    <eventtype>
        <id>shipment_delivery_failed</id>
    </eventtype>
    <!-- Rest of template structure -->
</event>

note

You can configure one event with the template and then duplicate it later with a different event name.

2. Configure Email Workflows

For each template, set up corresponding email workflows:

1. Immediate Notifications: For time-sensitive events (out for delivery, failed delivery)
2. Delayed Communications: For follow-ups (review requests post-delivery)
3. Conditional Logic: Different emails based on delivery method or location

3. Use Placeholder Data

In your email templates, use the placeholder data:

• {{Order.OrderNumber}} - Order reference
• {{Order.TotalOrderPrice}} - Order value
• {{Customer.Name}} - Recipient name
• {{Customer.ZipCode}} - Shipping address postal code
• {{Shipment.TrackingUrl}} - Direct tracking link
• {{Shipment.CarrierName}} - Carrier information

Check the template variables for more options.

Best Practices

1. Event Selection Strategy

• Start Small: Begin with critical events (delivered, failed delivery)
• Avoid Duplication: Don't listen to overlapping event groups
• Consider Frequency: High-frequency events may need rate limiting

2. Email Content Guidelines

• Be Specific: Reference the exact delivery status
• Include CTAs: Add tracking links and next steps
• Personalize: Use customer and order data
• Mobile-Optimize: Most tracking emails are read on mobile

3. Testing Recommendations

1. Test each event group template separately
2. Verify placeholder data populates correctly
3. Check email rendering across devices
4. Monitor delivery rates and engagement

Common Use Cases

Post-Delivery Review Request

Event Group: shipment_delivered Timing: 2-3 days after delivery Content: Thank you message + review request

Pickup Reminder

Event Group: shipment_delivered_to_parcel_shop Timing: Immediate + daily reminders Content: Pickup location, hours, deadline

Delivery Issue Resolution

Event Group: shipment_delivery_failed Timing: Immediate Content: Failed reason, next steps, support link

Proactive Delay Communication

Event Group: shipment_carrier_delay Timing: As soon as delay detected Content: New ETA, apology, compensation if applicable

Troubleshooting

Events Not Triggering Emails

1. Verify event group ID matches exactly (case-sensitive)
2. Check integration credentials are active
3. Confirm template is published in Inxmail
4. Test with Karla test events

Missing Data in Emails

1. Ensure all placeholders match the template structure
2. Check data type definitions (string vs double)
3. Verify customer email field mapping

Email Delivery Issues

1. Check Inxmail sending logs
2. Verify customer email addresses
3. Review spam folder placement
4. Check domain authentication (SPF/DKIM)

Support

• Karla Integration Support: [email protected]
• Inxmail Technical Support: Refer to your Inxmail account manager
• Technical Documentation: Karla Events

Next Steps

1. Identify which event groups align with your communication strategy
2. Create templates for your priority events
3. Design and test email workflows
4. Monitor performance and optimize