Using Contact Lists

This chapter discusses how to use the Contact lists menu in the navigation bar.

Figure 10 The Contact Lists Menu

Figure 10 - The Contact Lists Menu







Contact List Overview

Contact lists are the basic building block of your SmartEmail campaigns. Each contact list contains information about a set of contacts: the people to whom you send your emails.

You can create separate contact lists for different types of contacts (for example, one list for leads from a trade show and another for people who sign up for your company SmartEmail newsletter).

When you create an SmartEmail campaign, you send it to one or more contact lists. You can also send an SmartEmail campaign to a segment (see Contact List Segments).

Contact List Information

A contact list contains a variety of information about each contact. The type and extent of information you collect about each contact is configurable.

For example, a contact list for trade show leads might contain basic information, such as:

•  First and last name.

•  SmartEmail address.

•  Company name.

•  Job title.

However, another type of list might contain different types of information. For example, a contact list for customers of a men’s clothing store might contain information such as:

•  First and last name.

•  SmartEmail address.

•  Suit jacket size.

•  Last product purchased.

The information a contact list contains depends solely upon the built-in and custom fields that you define and populate with information. When you create contacts yourself (by entering information from business cards after a trade show, for instance) you must enter the information yourself; when contacts add themselves to lists (by signing up for a newsletter, for instance) they must enter the information themselves.

These fields allow you to personalize your SmartEmail campaigns. For example, the owner of the men’s clothing store would be able to use the custom fields mentioned above to send out highly personalized emails such as:

“Dear Mr. Smith,

Thank you so much for purchasing your overcoat from our store recently. As a valued customer, I would like to let you know about our fall line of sport coats available in your size, 42 long.”

Bounced Emails

“Bounced” emails are emails you send that cannot be delivered to the recipient. This can happen for a variety of reasons: the recipient’s mailbox is full, the account has been closed, or does not exist, and so on. When an SmartEmail bounces, an error message is returned to the SmartEmail software.

The SmartEmail software allows you to process bounced emails by deactivating the relevant contact in the contact list. Subsequent emails are not send to the contact. This is important, because an SmartEmail server that repeatedly sends SmartEmail that is subsequently rejected by other servers can become blacklisted for spamming.

Note: Contacts are not deleted from the list. This allows you to keep the contact’s information, and also ensures that the invalid SmartEmail address is not later added to the contact list by accident.

There are two types of bounced emails. A “soft bounce” occurs if the error message returned to the SmartEmail software is temporary (such as “the recipient’s SmartEmail inbox is full”). A “hard bounce” occurs if the error message is permanent (such as “the SmartEmail account does not exist”). When a soft bounce occurs, no action is taken – but the bounce is logged. If a contact receives five soft bounces, it is treated as a hard bounce. When a hard bounce occurs, the contact is deactivated immediately.

Contact List Segments

Segments are sets of contact list members who all fulfil certain criteria. For example, all members of a contact list whose e-mail addresses end in “.co.uk”.

You can use multiple criteria to define segments. For example, all members of a contact list with two or more children and a household income of over $100,000.

The criteria that you can use to define segments depend on the built-in and custom fields you use for the contact list. This allows you to target the audience for each of your SmartEmail campaigns with great precision, as long as you collect the right information about your contacts.

For instance, a record company promoter ensures that all the people who sign up for his label’s SmartEmail newsletter give their age and location. This means he can later target an SmartEmail campaign inviting recipients to a label party in a Manhattan nightclub to the right segment of his contact list: those who are over 21 years old and live in New York.

Segments can belong to a single list, or span multiple lists.

Contact List Groups

You can arrange your contact lists into groups for ease of access. Each group of lists is contained in a folder (see Managing Contact List Group Folders).

You might want to arrange contact lists into groups if you have a variety of lists that derive from different sources (for example, contacts from your website and contacts from trade shows).

Contact list groups are a per-user feature. This means that you can arrange the SmartEmail software’s contact lists into groups as you like, without interfering with other users’ group arrangements.

Viewing and Managing Contact Lists

To manage the contact lists you already created (see Creating and Editing Contact Lists), click Contact lists in the navigation bar. Select View contact lists.

You can:

Delete selected list(s): remove the list (or lists) from the SmartEmail software. The list cannot be retrieved.

Delete contacts in selected list(s): remove all the contacts in the list (or lists). The contacts cannot be retrieved. The list remains, but contains no contacts.

Update contacts to receive text campaigns: change the status of all the contacts in the list (or lists) allowing them to receive emails in text format.

Update contacts to receive HTML campaigns: change the status of all the contacts in the list (or lists) allowing them to receive emails in HTML format.

Update contacts status to confirmed: confirmed contacts are those who have replied to a confirmation request email. Use this to change all the contacts in the selected list (or lists) to confirmed contacts.

Update contacts status to unconfirmed: unconfirmed contacts are those who have not yet replied to a confirmation request email. Use this to change all the contacts in the selected list (or lists) to unconfirmed contacts.

Merge the selected lists together: select two or more lists and use this to combine them. An Edit contact list screen displays (see Creating and Editing Contact Lists for information on the fields in this screen), allowing you to define the new, combined, list.

•  Toggle between List mode and Folder mode: see Contact List Groups.

You can also view, search and add contacts, and edit, copy or delete a contact list.

Figure 11 Viewing Contact Lists

Figure 11 -  Viewing Contact Lists








Note: The above figure shows your contact lists arranged in list mode; to see your contact lists arranged in folder mode, see Figure 12.



Table 4 Viewing Contact Lists

Create contact list

Use this to create a new contact list. See Creating and Editing Contact Lists for more information.

Choose an action

Select one or more contact lists, select an option from the list and click Go to perform the selected action.



Click this to view your contact lists in folder mode. See Managing Contact List Group Folders for more information.



Click this to view your contact lists in list mode. When you select this, all your contact lists display, regardless of the contact list group to which they belong (see Contact List Groups).



When you are viewing your contact lists in folder mode, click this to create a new folder.

Note: When you are viewing your contact lists in list mode, this icon does not display.


Select a box belonging to a contact list before choosing an option from the Choose an action list.

Select the box at the top of the column to select all contact lists.

List name

This is the name you gave the contact list. Click Edit to change the name and other details.

Created

This displays the date on which you created the contact list.

Contacts

This displays the number of contacts currently associated with the contact list.

List owner

This is the default name used when sending SmartEmail campaigns to this contact list.

Archive

Click this to go to the archived list of SmartEmail campaigns sent to this list.

Action

•    Click View contacts to see a list of the contacts belonging to the contact list. See Viewing Contact List Contacts.

•    Click Search contacts to search for contacts in the selected list. The Contacts > Search contacts > Next screen displays.

•    Click Add contact to add a new contact to the selected list. The screen that displays is the same as the Contacts > Add a contact > Next screen.

•    Click Edit to configure the contact list. The screen that displays is the same as the Create a contact list screen. See Creating and Editing Contact Lists

•    Click Copy to create a new copy of the contact list. The new list displays, with “Copy of” appended to the original name.

•    Click Delete to remove the contact list from the SmartEmail software.


Managing Contact List Group Folders

To view your contact list groups, click Contact lists in the navigation bar, then click View contact lists. If the folders do not display immediately, click the Switch to folder mode icon ().

Figure 12 Contact List Group Folders

Figure 12 - Contact List Group Folders











By default, only one folder exists (Uncategorized). All your contact lists are in this folder.

To create a new contact list group folder, click the Add a new folder icon (). Enter a name for the new folder and click Add. The new folder appears at the top of the list.

Figure 13 Create New Folder

Figure 13   Create New Folder




To delete a contact list group folder, click its Delete link. When you delete a group folder, any contact lists contained in the folder are assigned to the Uncategorized folder.

Note: You cannot delete the Uncategorized folder.

To rename a contact list group folder, click its Rename link. Enter the folder’s new name and click Rename.

Figure 14 Rename Folder

Figure 14   Rename Folder




Note: You cannot rename the Uncategorized folder.

To move a contact list into a group folder, drag and drop the contact list into the required folder.

To remove a contact list from a group folder, drag and drop the contact list into the Uncategorized folder.

To view a group folder’s contact lists, click its Expand icon ().

Note: When you drag a contact list onto a group folder, it expands automatically.

To hide a group folder’s contact lists, click its Collapse icon ().

Viewing Contact List Contacts

To view a list of the contacts belonging to a contact list, click Contact lists in the navigation bar, select View contact lists, and then click the View contacts link next to a contact list.

You can:

•  Add a new contact: add a contact to the contact list.

Delete selected contact(s): remove the selected contacts from the SmartEmail software.

Update contacts to receive text campaigns: change the status of selected contacts, allowing them to receive emails in text format.

Update contacts to receive HTML campaigns: change the status of selected contacts, allowing them to receive emails in HTML format.

Update contacts status to confirmed: confirmed contacts are those who have replied to a confirmation request email. Use this to change the selected contact or contacts to confirmed status.

Update contacts status to unconfirmed: unconfirmed contacts are those who have not yet replied to a confirmation request email. Use this to change the selected contact or contacts to unconfirmed status.

You can also view, edit and delete contacts.

Figure 15 Viewing Contact List Members

Figure 15   Viewing Contact List Members













Table 5 Viewing Contact List Members

View

This displays the contact list name. Click the triangular icon to view Contact lists or Segments.

Figure 16 Contact List and Segment Menu


Search

Use this to search for contacts in the list by their SmartEmail address. Enter your search term in the text field and click the Search button.

Click Advanced search to go to the Contacts > Search contacts screen.

Add a contact to my list

Click this to add a new contact to the contact list. The screen that displays is the same as the Contacts > Add a contact > Next screen.

Choose an action

Select one or more contacts, select an option from the list and click Go to perform the selected action.


Select a box belonging to a contact before choosing an option from the Choose an action list.

Select the box at the top of the column to select all contacts.

SmartEmail address

This is the address to which emails for this contact are sent.

Date added

This is the date this contact was added to the contact list.

SmartEmail format

•    This displays HTML if the contact is configured to receive HTML emails.

•    This displays Text if the contact is configured to receive plain text emails.

Activity status

•    This displays active if emails are sent to the contact.

•    This displays unsubscribed if the contact was unsubscribed from the list.

•    This displays bounced if emails to this contact have not been delivered, and emails are no longer sent to the contact.

Confirmed

•    This displays Confirmed if the contact has replied to a confirmation request email.

•    This displays Unconfirmed if the contact has not yet replied to a confirmation request email.

Action

•    Click View to see information about the contact. The Contacts > View contact screen displays.

•    Click Log event to manually add an entry to this contact’s event log. See Manual Event Logging for information on the screen that displays.

•    Click Edit to modify the contact’s information. The Contacts > Edit contact screen displays.

•    Click Delete to remove the contact from the SmartEmail software.


Creating and Editing Contact Lists

Take the following steps to create or edit a contact list:

1 To create a new contact list, click Contact lists in the navigation bar. Select Create a contact list.

To edit an existing contact list, click Contact lists in the navigation bar, select View contact lists. Click the Edit link next to the contact list you want to modify.

2 Configure the fields in the screen that displays.

Figure 17 Create or Edit a Contact List

Figure 17   Create or Edit a Contact List


























Table 6 Create or Edit a Contact List

New list details

List name

Enter the name for this contact list. This name appears in the control panel and subscription forms.

List owner’s name

Enter the name of the list owner. This is the name that appears on emails to this contact list.

List owner’s email

Enter the e-mail address of the list owner. This is the default “from” address that displays on SmartEmail sent to this contact list.

List reply-to email

Enter the default reply SmartEmail address for emails sent to this contact list.

List bounce email

Enter the address to which bounced emails from this contact list are sent.

Notify the list owner

Select the check box to have an SmartEmail sent to the List owner’s SmartEmail every time a contact subscribes to, or unsubscribes from, the list.

Custom fields

Add these fields to list

Select the custom fields you want to associate with this list.

Visible fields

Show these fields

Select the fields you want to display in the list’s View contacts page.

Company details

Company name

Enter your company name. This is used when you add the %%companyname%% variable in your emails to this list.

Note: Configure this field and use the %%companyname%% variable in your emails to adhere to the CAN-SPAM act.

Company address

Enter your company address. This is used when you add the %%companyaddress%% variable in your emails to this list.

Note: Configure this field and use the %%companyaddress%% variable in your emails to adhere to the CAN-SPAM act.

Company phone number

Enter your company address. This is used when you add the %%companyphone%% variable in your emails to this list.

Note: Configure this field and use the %%companyphone%% variable in your emails to adhere to the CAN-SPAM act.

Bounce account details

Process bounced emails

Select the checkbox to process bounced emails (see Bounced Emails).

Note: If you do not process bounced emails your server is in danger of becoming blacklisted due to repeated attempts to SmartEmail unavailable accounts.

Bounce SmartEmail server name

If you selected the Process bounced emails checkbox, enter the IP address or hostname of the server you want to use to process bounced emails.

Bounce SmartEmail user name

Enter the username for your account on the SmartEmail server you use for processing bounced emails.

Bounce SmartEmail password

Enter the password for your account on the SmartEmail server you use for processing bounced emails.

IMAP SmartEmail account

Select the checkbox if the account on the bounce server is an IMAP (Internet Message Access Protocol) account.

Deselect this if the account is a POP3 (Post Office Protocol version 3) account.

Use extra mail settings

Select this if you need to configure the bounce SmartEmail server account further. The following fields display:

Do not validate certificate: select this if you do not want to validate the server’s SSL (Secure Sockets Layer) certificate.

Use this if your server uses a self-signed certificate. If you are not sure whether your server uses a self-signed certificate, do not select this.

Do not use TLS: select this if you do not want to use TLS (Transport Layer Security) to connect to the server. If you are not sure whether you want to use TLS, do not select this.

Do not use SSL: select this if you do not want to use SSL (Secure Sockets Layer) to connect to the server. If you are not sure whether you want to use SSL, do not select this.

Others: enter any other options required to connect to the server.

Agree to delete emails

Select this if you want to delete emails from the server once you have read them. If you did not save an SmartEmail on your computer, you will not be able to re-read the email.

Test bounce settings

Click this to test the bounce SmartEmail account by sending a test email.


3 Click Save to save your changes. Alternatively, click Cancel to return to the View contact lists screen without saving any changes.

Processing Bounced Emails

Bounced SmartEmail processing clears your contact lists of invalid emails (see Bounced Emails).

If you use automatic bounced SmartEmail processing, you do not need to perform manual bounced SmartEmail processing.

•  See Managing SmartEmail Settings for information on configuring default global automatic bounced SmartEmail settings.

•  See Creating and Editing Contact Lists for configuring automatic bounced SmartEmail processing for individual contact lists.

Take the following steps to manually process bounced emails:

1 Click Contact lists in the navigation bar, then click Process bounced emails.

Figure 18 Processing Bounced Emails

Figure 18   Processing Bounced Emails








2 Select the contact list for which you want to process bounced emails and click Next.

Alternatively, click Cancel to return the fields in this screen to their defaults without saving any changes.

Figure 19 Processing Bounced Emails: Enter Server Details

Figure 19   Processing Bounced Emails - Enter Server Details









3 Enter the details of the SmartEmail server you want to use to process bounced emails.


Table 7 Processing Bounced Emails: Enter Server Details

Bounce SmartEmail server name

If you selected the Process bounced emails checkbox, enter the IP address or hostname of the server you want to use to process bounced emails.

Bounce SmartEmail user name

Enter the username for your account on the SmartEmail server you use for processing bounced emails.

Bounce SmartEmail password

Enter the password for your account on the SmartEmail server you use for processing bounced emails.

IMAP SmartEmail account

Select the checkbox if the account on the bounce server is an IMAP (Internet Message Access Protocol) account.

Deselect this if the account is a POP3 (Post Office Protocol version 3) account.

Use extra mail settings

Select this if you need to configure the bounce SmartEmail server account further. The following fields display:

Do not validate certificate: select this if you do not want to validate the server’s SSL (Secure Sockets Layer) certificate.

Use this if your server uses a self-signed certificate. If you are not sure whether your server uses a self-signed certificate, do not select this.

Do not use TLS: select this if you do not want to use TLS (Transport Layer Security) to connect to the server. If you are not sure whether you want to use TLS, do not select this.

Do not use SSL: select this if you do not want to use SSL (Secure Sockets Layer) to connect to the server. If you are not sure whether you want to use SSL, do not select this.

Others: enter any other options required to connect to the server.

Agree to delete emails

Select this if you want to delete emails from the server once you have read them. If you did not save an SmartEmail on your computer, you will not be able to re-read the email.


4 Click Next to begin processing bounced emails.

Alternatively, click Cancel to return the field in this screen to its default without saving any changes.

Figure 20 Processing Bounced Emails: Start Processing

Figure 20   Processing Bounced Emails Start Processing

5 Click Start Processing. A screen displays indicating progress.

Figure 21 Processing Bounced Emails: Progress


Figure 21   Processing Bounced Emails Progress








6 A screen displays with a summary of the processing operation. Click View bounce statistics to see detailed information.

Figure 22 Processing Bounced Emails: Summary

Figure 22   Processing Bounced Emails Summary







Creating, Editing and Viewing Segments

Click Contact lists in the navigation bar, then click View segments.

Figure 23 Viewing Segments

Figure 23   Viewing Segments


Table 8 Viewing Segments

Create a segment

Click this to define a new segment of one or more contact list contacts. See Creating a Segment.


Select a box belonging to a segment before choosing an option from the Choose an action list.

Select the box at the top of the column to select all segments.

Choose an action

Use this to delete one or more segments. Select the segment (or segments) you want to delete and select Delete the selected segment(s).

Segment Name

This displays the descriptive name of the segment.

Created

This displays the date on which the segment was defined.

Contacts

This displays the current number of contacts within the segment (those in the relevant contact list or lists, whose information matches the segment’s rules).

Action

•    Click View contacts to see a list of all the contacts in a segment. See Viewing a Segment’s Contacts.

•    Click Edit to modify a segment’s settings. The fields that display are the same as the Create a segment screen; see Creating a Segment.

•    Click Copy to create a new copy of the segment. The new segment displays, with “Copy of” appended to the original name.

•    Click Delete to remove the segment from the SmartEmail software.

Note: When you delete a segment, the contacts in the segment are not deleted.


Creating a Segment

Take the following steps to create a segment:

1 Click Contact lists in the navigation bar, then View Segments.

Figure 24 Creating a Segment

Figure 24   Creating a Segment

2 Click Create a Segment.

Figure 25 Creating a Segment: Configure Segment

Figure 25   Creating a Segment Configure Segment

3 Enter a descriptive Segment name.

4 In the Segment contacts from list, select the contact lists you want to include in the segment. You can use the search box below the list to find contact lists.

5 Choose a Match type. This controls how the SmartEmail software applies the rules you configure.

•  Select Match all rules (AND condition) to find only contacts who match every rule you define.

•  Select Match any rule (OR condition) to find contacts who match one or more of the rules you define.

6 Define your Segment rules. These are the conditions a contact must match to be included in the segment.

Do the following for each rule:

•  The first drop-down list contains the fields available for the contact list (or lists) you selected. Select the basic or custom field you want to base the rule on.

•  In the second drop-down list, select contains to search for contacts that match the information you add in the text field. Select does not contain to search for contacts that do not match the information you add in the text field.

•  In the text field, enter the information you want to search for.

Note: Click the add icon () to insert another rule to the list, or click a rule’s delete icon () to delete the rule from the list.

7 When you have finished configuring your rules, click Save. The View segments screen displays, with the new segment in the list.

Alternatively click Cancel to return to the View segments screen without saving your changes.

Viewing a Segment’s Contacts36

To view a list of the contacts belonging to a segment, click Contact lists in the navigation bar, select View segments, and then click the View contacts link next to a segment.

You can:

•  Add a new contact: add a contact to the SmartEmail software.

Delete selected contact(s): remove the selected contacts from the SmartEmail software.

Update contacts to receive text campaigns: change the status of selected contacts, allowing them to receive emails in text format.

Update contacts to receive HTML campaigns: change the status of selected contacts, allowing them to receive emails in HTML format.

Update contacts status to confirmed: confirmed contacts are those who have replied to a confirmation request email. Use this to change the selected contact or contacts to confirmed status.

Update contacts status to unconfirmed: unconfirmed contacts are those who have not yet replied to a confirmation request email. Use this to change the selected contact or contacts to unconfirmed status.

You can also view, edit and delete contacts.

Figure 26 Viewing a Segment’s Contacts

Figure 26   Viewing a Segment’s Contacts


Table 9 Viewing Segment Contacts

View

This displays the segment name. Click the triangular icon to view Contact lists or Segments.

Figure 27 Contact List and Segment Menu

Figure 27   Contact List and Segment Menu

Search

Use this to search for contacts in the segment by their SmartEmail address. Enter your search term in the text field and click the Search button.

Click Advanced search to go to the Contacts > Search contacts screen.

Add a contact to my list

Click this to add a new contact to the SmartEmail software. The screen that displays is the same as the Contacts > Add a contact > Next screen.

Note: When you use this option, the contact is not necessarily added to the segment. The contact is added to the segment only if it fulfils the segment’s criteria.

Choose an action

Select one or more contacts, select an option from the list and click Go to perform the selected action.


Select a box belonging to a contact before choosing an option from the Choose an action list.

Select the box at the top of the column to select all contacts.

SmartEmail address

This is the address to which emails for this contact are sent.

Date added

This is the date this contact was added to the contact list.

SmartEmail format

•    This displays HTML if the contact is configured to receive HTML emails.

•    This displays Text if the contact is configured to receive plain text emails.

Activity status

•    This displays active if emails are sent to the contact.

•    This displays unsubscribed if the contact was unsubscribed from the list.

•    This displays bounced if emails to this contact have not been delivered, and emails are no longer sent to the contact.

Confirmed

•    This displays Confirmed if the contact has replied to a confirmation request email.

•    This displays Unconfirmed if the contact has not yet replied to a confirmation request email.

Contact list

This displays the name of the contact list to which this contact belongs.

Action

•    Click View to see information about the contact. The Contacts > View contact screen displays.

•    Click Edit to modify the contact’s information. The Contacts > Edit contact screen displays.

•    Click Delete to remove the contact from the SmartEmail software.