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Advanced Training Manual: Contacts

Last Updated: November 2011

Advanced Training Manual: Contacts | of 17

Table of Contents • Introduction• Training Objective• Opt Outs

– Unsubscribe Link – Manual Opt Out – Plain Text Opt Out – Accidental Opt Out

• Advanced Search• Custom Fields• Groups

– Edit Groups – Manage Groups – Shared Groups – Dynamic Groups

• Contacts – Edit Contacts – Manage Contacts – Scores

• Domains• Composition

IntroductionWelcome to the Advanced Training Manual for the Contacts area of CampaignBreeze. The objective of this manual is to provide advanced training on the functionality available within the Contacts section of your account.

Training ObjectiveThe Basic Training Manual covers importing contacts and basic elements of the Groups and Contacts tabs. This manual will focus on advanced topics relating to managing your contacts.


Opt Outs

Unsubscribe Link

Any recipient can unsubscribe from receiving further email communications from your account in a number of ways:• Click the unsubscribe link included at the bottom of a campaign and select to opt out from you as a sender• Click the unsubscribe link included at the bottom of a campaign and select to opt out from all senders at

your location/company (if enabled by your company)• Submit an unsubscribe request directly to you via a different channel, such as a direct email or phone call• Accidental opt out

When a recipient clicks the unsubscribe link at the bottom of a campaign, they are taken to a Preference Center page similar to the one shown below. At that point, the recipient has the option to opt out from the individual sender or from all senders at your location/company (if your company has enabled that option).


Manual Opt Out

In some cases, you may receive a request via phone or direct email from an individual who does not want to receive any future emails from you. You will need to manually opt out the contact.

Click Contacts in the main navigation menu.

Search for the contact by full or partial first name, last name or email address.

Click the down arrow ( ) icon next to the contact, and select Opt Out.

The contact will now show as (opted out) in your account.

Bulk Opt Out or Domain Opt OutIf you have several contacts to opt out at once, or if you wish to opt out an entire domain, select Opt Outs from the Advanced drop down menu on the Contacts page.

Here you can view the email addresses opted out from your account.

Click the Add Opt Out button to add one or multiple email addresses or domains to your opt out list. This will prevent you from being able to send campaigns to them in the future.

Copy and paste email addresses separated by a semi-colon (;) or one per line, and/or enter domains (e.g. companyabc.com), and then click the Add button.

Although the opt out is immediate in that you will not be able to send to any contacts or domains that are added via bulk opt out, please note it may take up to 12-24 hours for those contacts to display in your account as (opted out).


Email RepliesRecipients may also reply directly to one of your campaigns requesting to be opted out, rather than clicking the unsubscribe link. To address those cases, you need to monitor and action any replies received to your campaigns.

Modify Reply SettingsTo help make monitoring replies easier, you can setup replies to be forwarded to a specific email address(es) or sent directly to you or the profile address. This setting can be adjusted on a campaign-by-campaign basis under the Advanced menu on the Content step, or you can apply the setting as a default for all campaigns in your account under Settings (refer to the Advanced Training Manual for Campaigns for additional information).

Action RepliesYou can also review, process and action replies directly from the Reports section of your account.

By default in the Interaction tab, all replies are labeled “Status: Not Actioned,” which means our system has processed the reply and forwarded it (if applicable).

Click the Update text link to action the reply.

Click Opted Out to classify the contact as Opted Out.


Plain Text Opt Out

Recipients who view or receive the plain text version of a campaign can unsubscribe by clicking the opt out link included in the plain text content.

The default plain text message also includes the option for the recipient to reply to the email with a subject line of “optout”. When our system receives those replies, the unsubscribe request is processed automatically.


Accidental Opt Out

Opt In RequestsOnce a recipient is classified as opted out, you cannot opt the contact back in yourself.

Ask the contact to send you an email asking to be opted back in. You can then forward that email to [email protected], and our support team will opt the contact back in as soon as possible.

Note: to comply with anti-spam laws, written confirmation from a recipient to be opted back in is required.

Forwarding CampaignsOften unintentional opt outs are the result of a recipient forwarding a campaign to additional people. The unsubscribe link at the bottom of each campaign is uniquely tied to that specific recipient. So if a person clicks that link after receiving the forwarded campaign, the system will process that as the original recipient opting out.

To prevent accidental opt outs, do not forward campaigns manually via your email program.

Instead use the “Send to Additional” feature in the Advanced drop down menu of a campaign report to send the campaign to additional recipients.


Advanced Search

Use the Advanced Search feature under the Advanced drop down menu to search for contacts based on specific criteria.

Each advanced search is created using conditions. Each condition is made up of three parts: field, match and value. A set can also be created to link multiple conditions together using an “Or” or “And” operator.

By default, the Advanced Search window will be setup with one condition.

Select a contact Field from the drop down menu, select the Match type (e.g. is equal to, is like, is not equal to), and enter a Value.

Click Add Condition to add additional condition(s) and/or Add Another Set to add additional set(s) and setup a query based on your specific parameters.

Click the Run Search button to find the contacts matching the criteria you entered.

Advanced Search ResultsThe results will display in the box in the lower left portion of the window, with the number of total contacts found matching the criteria displayed as the Search Results heading.

Click the View Search Results button to view a list of the contacts.

Click the Add to Groups button to add the list of contacts to group(s).

See Page 13 for additional information about Dynamic Groups.


Custom Fields

Create and edit custom fields to store specific data for your contacts.

Add Custom FieldSelect Manage Custom Fields from the Advanced drop down menu.

Click the Add Field button.

Enter a name for the new custom field.

Select the type of custom field: free text, date based or multiple choice.

If you select Multiple Choice, an additional text entry box will appear where you will enter the choices for the custom field (one per line).

Click the Add button.

Modify or Delete Custom Field Click the down arrow ( ) icon next to the custom field’s name, and select Edit or Delete.

Using Custom FieldsAfter your custom field has been added, you can store details in that field for all of your contacts. The details can be accessed from the Custom Fields tab when editing a contact’s record, and you can also map data to that field during the import process. All custom fields will also display in the Mail Merge options when working with campaign content.


Groups

The Groups tab lists your groups and the summary level information for each. The sub-navigation menu provides access to Shared Groups (if any) and Dynamic Groups.

Click the small arrows ( ) icon next to any column name to sort by that column, and click it again to reverse the sorting order.

Edit Groups

Click the down arrow ( ) icon next to a group’s name to access additional options:

• Rename – change the name of the group

• Sharing – share the group with other users

• Export Contacts as CSV or XLS – download details for all contacts in a group

• Update Email Format – update the email format (HTML or Plain Text) for all contacts in a group

• Update Contact Field – update a specific contact field for all contacts in a group

• Reset Delivery Status – reset the delivery status for all contacts in a group so they are not classified as bounced and campaigns can be sent to them again

• Delete Contacts – delete all contacts in a group, and optionally leave contacts that are stored in other groups

• Delete Group – delete the group (contacts in the group will not be deleted)

• Composition – view a summary of the contacts in the group (including the number of usable, opted out and bounced contacts), as well as a graphical history of the group’s growth


Group ScoreScores are automatically calculated by the system to indicate how engaged your contacts and/or groups are with your campaigns.

A group score is the average of the scores for all contacts within the group. Group scores are updated every 30 minutes.

A contact score measures how engaged an individual contact is with the campaigns they have been sent. A contact score is increased or decreased based upon the activity a recipient takes with a campaign (see Page 15).


Manage Groups

The menu bar at the top of the Groups table can be used to manage your groups and contacts.

Print/Export – print or download the groups (not contacts) that are displayed

Perform – take actions on all groups (if none are selected) or on selected group(s)

• Merge Contacts into New Group – merge the selected group(s) into a new group

• Remove Contacts from Other Group – remove the contacts in the selected group(s) from other groups as chosen in the window that appears after clicking on this option

• Export Contacts and CSV or XLS – download details for all contacts in the selected group(s)• Delete – delete the group (contacts in the group will not be deleted) • Clear Selection – deselect any previously selected group(s)

Search – enter a full or partial group name and click the Search text link to filter the groups that are displayed

Shared Groups

A shared group is a group of contacts that has been shared by the owner.

Located under the Shared Groups sub-navigation item in the Groups tab, they may be shared with individual user(s) or with an entire location/company (depending on the options enabled by your company).

When a group is shared, all users who have access to it can send campaigns to the contacts in that group, however only the owner of a shared group can edit or delete contacts in the shared group.

Use the Print/Export or Perform menu to export the contacts of selected group(s).


Dynamic Groups

After running an Advanced Search, you also have the option to save the search criteria as a new dynamic group.

Click the Save as Dynamic Group button to save the results as a dynamic group.

Using Dynamic GroupsWith the advanced scheduling options to “Send to up-to-date contact groups”, you can include dynamic groups on campaigns and have the latest search results automatically included before the next scheduled campaign is sent. This means you do not need to manually update scheduled campaigns as groups change.

If there is a search query you can use to create the group, you can then save it as a dynamic group, and schedule your campaigns using the “Send to up-to-date contact groups” options, and you will not have to modify the campaign again. The contacts included on the campaigns will reflect the most recent matches to the search criteria.

Reviewing Dynamic GroupsTo view the latest results for the dynamic group at any time, click the down arrow ( ) icon next to the group’s name, and select Run Search Again.


Contacts

The Contacts tab lists your contacts and their key details (First Name, Last Name, Email Address, Company) in a table.

Click the small arrows ( ) icon next to any column name to sort by that column, and click it again to reverse the sorting order.

Edit Contacts

Click the down arrow ( ) icon next to a contact’s name to access additional options:

• Edit – modify the contact’s specific details

• Copy – copy the fields stored for a contact and open a new contact record to complete their specific details

• Campaign History – view the list of campaigns sent to a particular contact

• Stream – view a list of interactions this contact has had with all your campaigns (e.g. sent, clicked, viewed, forwarded)

• Delete – delete the contact

• Reset Delivery Status (if bounced) – reset the delivery status for the contact so they are not classified as bounced and campaigns can be sent to them again

• Opt Out – unsubscribe the contact, preventing them from receiving any future campaigns

• Opt In (if opted out) – view details for how to opt the contact back in


Manage Contacts

The menu bar at the top of the Contacts table can be used to manage your groups and contacts.

Print/Export – print or download the contacts that are displayed in the table

Perform – take actions on all contacts (if none are selected) or on selected contact(s)

• Add to Groups – add the selected contact(s) to group(s)

• Remove from Groups – remove the selected contact(s) from group(s)

• Update Email Format – update the email format (HTML or Plain Text) for the selected contact(s) • Update Contact Field – update a specific contact field for the selected contact(s)• Delete – delete the selected contact(s)

Search – enter a full or partial name, email address, company or external ID and click the Search text link to filter the contacts that are displayed

Scores

Scores are automatically calculated by the system to indicate how engaged your contacts and/or groups are with your campaigns.

A group score is the average of the scores for all contacts within the group. Group scores are updated every 30 minutes.

A contact score measures how engaged an individual contact is with the campaigns they have been sent. A contact score is increased or decreased based upon the activity a recipient takes with a campaign.

A contact score is increased when a contact:• Views a campaign• Clicks a link• Replies to a campaign

A contact score is decreased when a contact:• Reports spam• Results in a bounce• Opts out


Domains

The Domains tab provides a summary of key statistics across all email domains (the portion of the email address after the @ symbol) for your contacts.

Click the small arrows ( ) icon next to any column name to sort by that column, and click it again to reverse the sorting order. Edit DomainsClick the down arrow ( ) icon next to a domain’s name to access additional options:

• Export Contacts as CSV or XLS – download details for all contacts in a domain

• Update Email Format – update the email format (HTML or Plain Text) for all contacts in a domain

• Update Contact Field – update a specific contact field for all contacts in a domain

• Reset Delivery Status – reset the delivery status for all contacts in a domain so they are not classified as bounced and campaigns can be sent to them again

• Delete Contacts – delete all contacts in a domain

• Composition – view a summary of the contacts in the domain (including the number of usable, opted out and bounced contacts), as well as a graphical history of the domain’s growth

ScoreScores are automatically calculated by the system to indicate how engaged your contacts and/or groups are with your campaigns. A domain score is the average of the scores for all contacts within the domain (see Page 15).


Composition

The Composition window provides a breakdown of the status of all contacts (or of a group of contacts or of a domain, depending on where you access the Composition window from).

CompositionYou can view the summary of your contacts classified by usable, opted out and bounced.

Click the down arrow ( ) icon next to the status categories to access additional options:

• Export – export the details for all contacts in a specific status

• Delete – delete all opted out or bounced contacts (or all opted out or bounced contacts within a specific group or domain, depending on where you access the Composition window from)

Email FormatView the breakdown of contacts stored as HTML vs plain text delivery format.

GrowthView the growth of the total number of contacts (or of a group of contacts or of a domain, depending on where you access the Composition window from) plotted over time.

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