First Time User FAQs

First Time User FAQs

You may want to download an editable version of this guide and add your own FAQs to personalize it for your organization.
To do this, scroll to the bottom of this guide and download the First_Time_User_FAQ attachment.

How do I ‘turn on’ Black Pearl to start using the signatures?

You will need to contact your organization’s Black Pearl Administrator to enable your Black Pearl signature.

If you are the Admin for Black Pearl, please login via https://admin.blackpearlmail.com, navigate to the ‘People’ section and toggle ‘On’ the setting to use signature for the individual you need to enable Black Pearl for.

 

Does Black Pearl apply my signature when I send emails from any device?

Yes. If you are sending an email using the same email address Black Pearl is setup with, it will apply the signature regardless of where you are sending that email from. This includes sending emails from mobile devices like phones and tablets, as well as from email apps or the online version of your email client.

 

Why can’t I see my signature when I am writing an email?

Don’t worry! Black Pearl is designed to take care of the signatures in the background so you can focus on the content of your emails, without the distraction of the signature displaying.

 

To ensure signature management is fully centrally-controlled, the signatures do not display when composing your email, and the relevant signature template is applied after you select send on your email – the system handles everything from there!

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What should I expect from Black Pearl as a general user who is not a Black Pearl Admin?

End users who are not Black Pearl admins are passive recipients of the Black Pearl signature. This means the signature will automatically apply to their emails without them needing to do any work! The Black Pearl admins have complete control over how the signature looks, and they control who is turned on for the Black Pearl signature via the people section in the admin app. Black Pearl admins can allow individual users to access the analytics for their own emails - meaning they can see open rates and click-through rates for their own emails. 
The below video shows what the experience is like for a user who has had Black Pearl enabled for their email, and shows them how to update and use their email analytics or 'insights'.


Users will need to turn off/disable any old signatures on their desktops, laptops, and mobile devices before you enable their signature in Black Pearl, to ensure there are no duplicates of signature information as Black Pearl does not override existing signature detail!

Does the Black Pearl branding apply to recipients who are added as a CC or BCC on emails?

Yes, all recipients who are on the email chain will receive your emails with Black Pearl branding!

 

Why do I get double signatures when sending emails?

This is likely happening because you have a signature set up in the email client you are using to send emails (e.g. your Gmail or outlook application). Please make sure to disable your email client signature so only the Black Pearl signature is applied to your emails.


Google Workspace/Gmail user – Click here to see how to disable or remove your Gmail signature

Microsoft 365/Outlook user – Click here to see how to disable or remove your M365 Email Signature from Outlook

 

How do I change the signature template that is being used when I send emails?

You will need to contact your organization’s Black Pearl Administrator to get any information relating to your signature updated.

If you are the Admin for Black Pearl, please log in via www.admin.blackpearlmail.com

 

How do I update the information on my Signature?

You will need to contact your organization’s Black Pearl Administrator to get any information relating to your signature updated. If you are the Admin for Black Pearl, please log in via www.admin.blackpearlmail.com.

 

I use an iPhone and when I send an email to myself, the Black Pearl branding isn’t being applied?

This is because iPhone has a feature where it automatically moves an email from the sent items directly into your inbox when you send an email to yourself. However, if you view that email on another device, you will see that the branding has been applied.

 

I am having issues with Black Pearl signature or branding not coming through as intended, what should I do?

Please contact your Black Pearl Administrator.


I have received an ‘insights’ notification email - What does this mean?

There are a few kinds of notifications you can receive from the Black Pearl Insights (email analytics) application. You receive notifications when an action has occurred with your email e.g. when someone opens your email or clicks on your email banner. What notifications you may receive are controlled by your individual notification settings in your insight’s application.

 

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Below is a table that outlines the different insight notifications you could receive.

Notification Type

Meaning

Example

[Opened] Subject of Email

Someone has opened your email

[Opened] RE: Looking forward to your setup call with Black Pearl!

[Banner Click] Subject of Email

Someone has clicked the banner (image underneath your signature) in your email

[Banner Click] Looking forward to getting you setup with Black Pearl this week

[Body Click] Subject of Email

Someone has clicked a link in the body of your email

[Body Click] Help Guides for using Black Pearl

[Social Click] Subject of Email

Someone has clicked one of your social media icons in your email signature

[Social Click] Thanks for the call earlier!

 

 



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