Using Contacts

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

Figure 28 The Contact Lists Menu

Figure 28   The Contact Lists Menu

Contacts Overview

A contact is a person to whom you send SmartEmail campaigns. Contacts can be added to the SmartEmail software in one of three ways.

•  You manually create a contact record and input the information yourself.

•  You import contacts from a CSV (Comma-Separated Value) file. The SmartEmail software creates contact records for each entry.

•  A contact signs up at your website. The SmartEmail software creates the contact record.

Contacts are arranged into contact lists. Each contact must belong to one contact list. See Contact List Overview for more information.

You can also arrange contacts using segments; lists of contacts in one or more contact lists that share certain criteria. See Creating, Editing and Viewing Segments for more information.

Each contact has a contact record that contains information about the person it represents. When you create a contact list, you specify the types of information you want to hold by selecting the fields for the list. All contact records in a list have the same fields.

There are two types of field: built-in and custom. You can define custom fields yourself, using the Custom fields > Create a custom field screens.

The minimum required information for a contact is:

SmartEmail address: required to send emails.

SmartEmail format (HTML or text): required so that users with text-only SmartEmail clients are not sent HTML emails.

Confirmation status (confirmed or unconfirmed): required so that you can use double-opt-in confirmation. When you use double-opt-in confirmation, users who sign up to your contact list receive an SmartEmail to confirm that they want to join.

Note: Double-opt-in confirmation is not mandatory. However, it is strongly recommended that you use it in order to avoid sending potentially unwanted emails.

Event Logging Overview

Every contact in the SmartEmail software has a personal event log. This is a CRM (Customer Relationship Management) feature that allows any user of the SmartEmail software to instantly see information about interaction with the contact.

Events can be logged either automatically or manually.

When the SmartEmail software performs an action that relates to a contact (such as sending an SmartEmail to the contact) an event is logged automatically.

When you want to log an event that the SmartEmail software cannot log automatically, such as a phone call or a meeting, you can add an event log entry manually (see Manual Event Logging).

To see a contact’s event log, either:

•  Click the contact’s icon in the Contacts > View contacts screen.

•  In a contact’s View contacts screen, scroll down to the Event log section.

Viewing and Managing Contacts

To view the contacts stored in the SmartEmail software, click Contacts in the navigation bar, then click View all contacts.

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 29 Viewing Contacts

Figure 29   Viewing Contacts



Table 10 Viewing Contacts

View

By default, this displays All contacts. Click the triangular icon to view Contact lists or Segments.

Figure 30 Contact List and Segment Menu

Figure 30   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.


Click this icon to see the contact’s personal event log.

Note: This icon displays only when a contact has personal event log entries.

Figure 31 Contact Event Log

Figure 31   Contact Event Log

For information on manual event logging, see Manual Event Logging. For information on automatic event logging, and event logging in general, see Event Logging Overview.

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 (see Viewing A Contact).

•    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.


Viewing A Contact

To view information about a contact stored in the SmartEmail software, click Contacts in the navigation bar, then click View all contacts. Click the relevant contact’s View link.

Figure 32 View Contact

Figure 32   View Contact



Table 11 View Contact

Edit contact

Click this to make changes to the contact’s information. See Adding or Editing a Contact for information on the screen that displays.

Delete contact

Click this to remove the contact from the SmartEmail software. A deleted contact’s information cannot be retrieved.

Go back

Click this to return to the previous screen.

Contact details

This section displays information about the contact.

SmartEmail address

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

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.

Confirmation status

•    This displays Confirmed if the user has confirmed that he or she wants to be in your contact list.

•    This displays Unconfirmed if the user has not yet confirmed that he or she wants to be in your contact list.

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.

Contact request date

This displays the date and time at which the contact asked to be added to your contact list.

Contact request IP

This displays the IP address from which the contact requested to be added to your contact list, if known.

This displays Unknown if the IP address is not known, or if the contact was added by an administrator.

Contact confirm date

If the contact has confirmed that he or she wants to be added to your contact list, this displays the date and time that this confirmation was made.

Contact confirm IP

This displays the IP address from which the contact confirmed that he or she wanted to be added to your contact list, if known.

This displays Unknown if the IP address is not known, or if the confirmation was made by an administrator.

Event log

This section displays information about the SmartEmail software events that relate to this contact, or events that you have added to the log manually. See Event Logging Overview for more information.

Subject

This displays the subject of the event log entry.

Event type

This displays the type of event that the log entry describes.

Last updated

This displays the date and time that the log entry was created, or last edited.

Created by

This displays the username of the SmartEmail software user who created the entry (for manual entries) or performed the action in the SmartEmail software that created the entry (for automatic entries).

Action

•    Select Edit to make changes to the event log entry. See Manual Event Logging for information on the fields that display.

•    Select Delete to remove the entry from the event log. Deleted event log entries cannot be retrieved.


Manual Event Logging

This section describes how to manually add an entry to a contact’s event log.

Note: For information on automatic event logging, see Event Logging Overview.

1 To manually add an entry to a contact’s event log, either:

•  Click the contact’s Log event link in the Contacts > View contacts screen.

•  Click the Log event button while editing or viewing a contact.

Figure 33 Manual Event Logging: Step 1

Figure 33   Manual Event Logging Step 1

2 Enter an Event type. This allows you to easily categorize event log entries. If you enter a common event type (“Phone call”, “Meeting”, and so on), the SmartEmail software automatically adds an appropriate icon (if the SmartEmail software does not recognize the event type, it uses a generic calendar icon).

3 Enter a Subject that describes this event log entry.

4 Select a date and time for this log entry. Entries are ordered in the log by date and time.

Figure 34 Manual Event Logging: Select Date and Time

Figure 34   Manual Event Logging Select Date and Time

Note: By default, the current date and time displays. If you want to log the event as taking place at the current date and time, you do not need to select a date and time.

5 If you want to include additional information in the log, enter it in the Notes section.

6 Click OK. The new entry displays in the event log.

Searching Your Contacts

Take the following steps to conduct an advanced search of your contacts.

Note: To conduct a simple search, use the Search box in the Contacts > View all contacts screen (and other screens).

1 Click Contacts in the navigation bar, then click Search contacts.

Figure 35 Searching Contacts: Choose List or Segment

Figure 35   Searching Contacts Choose List or Segment

2 Choose one of the Search options.

•  Select View specific contacts from within the selected lists below to search contact lists. A list of contact lists displays below.

•  Select View all contacts within the selected segments below to search segments. A list of segments displays below.

3 Select the Contact list(s) or Segment(s) you want to search below.

4 If you want to search for a contact list or segment, enter the list or segment’s name in the Type here to search field.

5 Click Next.

Figure 36 Searching Contacts: Filter and Show Fields

Figure 36   Searching Contacts Filter and Show Fields

6 Configure the Filter by basic details fields:

•  If you want to search for all or part of an SmartEmail address, enter it in the SmartEmail address field.

•  If you want to search for contacts configured to receive HTML or Text emails only, select the relevant option from the SmartEmail format list.

•  If you want to search for contacts who are Confirmed or Unconfirmed only, select the relevant option from the Confirmation status list. If you want to search for both, leave Both confirmed and unconfirmed selected (default).

•  If you want to search for contacts who are Active, Bounced, or Unsubscribed, select the relevant option from the Activity status list.

•  If you want to search for contacts who subscribed Before or After a certain date, Between two dates, or Exactly on a particular date, select Yes, filter by date subscribed and make the relevant selection in the fields that display.

Figure 37 Searching Contacts: Filter By Date Subscribed

Figure 37   Searching Contacts Filter By Date Subscribed

Select the day and month in the drop-down list boxes. Enter the year in the field to the right. If you selected Between, configure the end date in the fields beneath.

•  If you want to search for contacts who have, or have not, clicked a specific link in your SmartEmail campaigns, select Yes, filter by link.

Figure 38 Searching Contacts: Filter By Link

Figure 38   Searching Contacts Filter By Link

If you want to find contacts who have clicked a link, select Has clicked in the first list, and select the relevant link in the second list.

If you want to find contacts who have not yet clicked a link, select Has not clicked, and select the relevant link in the second list.

•  If you want to search for contacts who have, or have not, opened a specific email, select Yes, filter by opened SmartEmail campaign.

Figure 39 Searching Contacts: Filter By Opened Email

Figure 39   Searching Contacts Filter By Opened Email

If you want to search for contacts who have opened an email, select Has opened in the first list, and select the SmartEmail campaign in the second list.

If you want to find contacts who have not yet opened an email, select Has not opened, and select the SmartEmail campaign in the second list.

7 In the Visible fields section, select the fields that you want to see in the search results list.

8 If the contact list contains custom fields, you can search each field in the Filter by custom fields section.

9 Click Next.

10 The Search results screen displays, showing the contacts the fulfill the criteria you specified. The fields in this screen are the same as those in the View contacts screen; see Viewing and Managing Contacts.

Adding or Editing a Contact

Take the following steps to add a contact to one of your contact lists:

Note: If you want to add contacts from a file, see Importing Contacts From a File.

1 Click Contacts in the navigation bar, then click Add a contact.

Figure 40 Add a Contact: Select Contact List

Figure 40   Add a Contact Select Contact List

2 Select the Contact list to which you want to add the contact. Click Next.

Figure 41 Add a Contact: Add Contact Details

Figure 41   Add a Contact Add Contact Details

3 Enter the contact’s details:

•  Enter the contact’s SmartEmail address.

•  Select an option from the SmartEmail format list. If you want the contact to receive HTML emails, select HTML. If you want the contact to receive plain text emails, select Text.

Note: Contacts set to receive HTML emails can also receive text emails.

•  Select a Confirmation status. If you want to send a confirmation SmartEmail to the contact later, select Unconfirmed. Otherwise, select Confirmed.

4 If the contact list to which you are adding this contact has additional custom fields, enter the required information in the Custom field details section of this screen.

Note: If there are date-based custom fields, you can add a follow-up reminder to your Google Calendar. See Creating Google Calendar Follow-Up Reminders for information on adding a follow-up reminder, and see Configuring Google Calendar Settings for information on configuring Google Calendar.

5 Click Save to add the contact to the list and enter another contact’s details.

Click Save and Exit to add the contact to the list and return to the first Add a contact screen.

Alternatively, click Cancel if you want to return to the previous screen without saving any contact details.

Creating Google Calendar Follow-Up Reminders

If the contact list to which a contact belongs contains date-based custom fields, you can use them to add follow-ups to Google calendar.

Note: for information on how to create a date-based custom field for a contact list, see Creating and Editing Custom Fields.

In order to do this, you must first set up the SmartEmail software’s Google Calendar integration; see Configuring Google Calendar Settings.

To add a Google Calendar follow-up:

1 Click Contacts in the navigation bar, then View all contacts. Click the contact’s Edit link.

2 Locate the custom date field for which you want to create a follow-up reminder. Click the field’s  icon.

Note: This icon displays next to all custom date fields. If the icon does not display next to a field for which you want to create a follow-up reminder, ensure that it is a proper date-related custom field (see Creating and Editing Custom Fields).

Configure the screen that displays with the information you want to display in Google calendar. The When fields are pre-populated with the data from the contact’s custom field. However, you can change them if you want.

Note: The URL that displays in the Description field allows you to navigate back to the contact’s page from Google Calendar; do not delete it.

Figure 42 Google Calendar: Configure Reminder

Figure 42   Google Calendar Configure Reminder

3 Log into your Google calendar account (at www.google.com/calendar, at the time of writing) and navigate to the date. The follow-up reminder displays. Click the reminder to see its details.

Note: If the follow-up reminder does not immediately display, click the calendar’s Refresh link.

Figure 43 Google Calendar: View Reminder

Figure 43   Google Calendar View Reminder

4 To navigate back from Google Calendar to the contact’s page in the SmartEmail software, copy the link that displays in the Description field, paste it into your browser’s URL bar and hit ENTER (or click Go).

Importing Contacts From a File

Take the following steps to import contact information from a CSV file to the SmartEmail software.

1 Click Contacts in the navigation bar, then click Import contacts from a file.

Figure 44 Import Contacts From a File

Figure 44   Import Contacts From a File

2 Select the contact list (or lists) to which you want to import contacts in the Contact list field.

Figure 45 Define File Parameters

Figure 45   Define File Parameters

3 In the Import details section, define how you want to import the contacts:

•  If you intend to send confirmation emails to the contacts in the future (as part of a double-opt-in procedure), select Unconfirmed in the Mark as confirmed list. Otherwise, select Confirmed.

•  If you want to configure imported contacts to receive plain text emails only, select Text in the Format list. Otherwise, select HTML.

Note: HTML contacts can receive both HTML and text emails.

•  When you select Yes, overwrite existing contact details, an SmartEmail address that is already stored in the contact list is overwritten if the same address appears in the imported contact list.

•  When you select Yes, add contacts to autoresponders, any autoresponders created for this list are sent out to the imported contacts. If you deselect this option, the imported contacts do not receive autoresponders.

If you are not sure, deselect this option.

4 In the File details section, specify how the file you want to import is configured:

•  If the file you want to import contains headers (a line of information at the start of the file that defines field names), select Yes, this file contains headers.

Note: The names of field headers should be separated by the character you specify in the Field separator field.

•  Specify the Field separator your file uses to identify where fields begin and end.

Note: In a CSV file, the field separator is usually a comma.

•  If your file uses a character to enclose fields information, enter it here. If you are not sure, leave this field blank.

5 If you want to import a file from your computer, select Upload a file from my computer and click Browse to locate the file.

6 If you want to import a file that is already on the the SmartEmail software server, select Import a file from my web site and select the file.

Note: Upload the file to the server’s Admin/Import folder first.

7 Click Next.

Figure 46 Define Field Mapping

Figure 46   Define Field Mapping

8 This screen allows you to map the fields in the imported file with fields in the SmartEmail software’s contact list.

The text on the left of the screen displays the fields in the imported file. Select the contact list field to which each field should map.

9 Click Next.

Figure 47 Start Importing Contacts

Figure 47   Start Importing Contacts

10 Click Start importing.

Figure 48 Import In Progress

Figure 48   Import In Progress

When the process is complete, a screen displays with a report of the results.

Figure 49 Contact Import Report

Figure 49   Contact Import Report

Exporting Contacts To a File

Take the following steps to export contacts to a CSV (Comma-Separated Value) or XML (Extensible Markup Language) file:

Note: You can export all contacts from a list (or multiple lists), or export only contacts who match certain criteria.

1 Click Contacts in the navigation bar, then click Export contacts to a file.

Figure 50 Export Contacts To a File

Figure 50   Export Contacts To a File

2 Select a Search option:

•  To create a CSV file containing all the contacts in a list, select Export all contacts in the selected contact list.

•  To create a CSV file containing only contacts who match certain criteria, select Export specific contacts from within the selected contact list. You can select criteria in the next screen (see step 4).

3 Select the contact list (or lists) you want to export in the Contact list field. To search for a list, enter your search term in the field below.

4 If you selected Export specific contacts from within the selected contact list, a screen displays allowing you to refine your criteria.

Click Next when you have finished.

Figure 51 Specify Contact File Details

Figure 51   Specify Contact File Details

5 Specify a File format:

•  Choose whether to export a CSV file or an XML file.

6 If you chose CSV file, choose your Export options:

Note: This section does not display if you selected XML file in the File format section.

Note: If you are unsure what to select in this section, leave these fields at their defaults.

•  Choose whether or not to Include field headers. If you include field headers, the first line of your file specifies field headers (for example, “Email, Format, Status”).

•  Specify a Field separator character. This is the character that separates pieces of information in the file.

•  Specify a Field enclosed by character. If you enter a character in this field, the character appears to either side of each piece of information in the file.

7 Select the information fields you want to include in the exported CSV or XML file in the Fields to include section.

8 Click Next.

Figure 52 Start Exporting

Figure 52   Start Exporting

9 Click Start exporting. The SmartEmail software prepares the file.

Figure 53 Exporting Contacts

Figure 53   Exporting Contacts

When the file is ready, the following screen displays.

Figure 54 Download Contacts File

Figure 54   Download Contacts File

10 Click Click here to download the export file. The CSV or XML file displays in a new browser window.

Figure 55 View Exported Contacts File

Figure 55   View Exported Contacts File

Alternatively, right-click Click here to download the export file and select Save link as.

Figure 56 Save Exported Contacts File

Figure 56   Save Exported Contacts File

Removing Contacts

Take the following steps to permanently remove a contact from the SmartEmail software:

Note: You can remove contacts by entering their address manually, or by uploading a file containing the addresses of each contact you want to remove. Alternatively, use the Contacts > View all contacts screen to delete single contacts.

Note: You can also use this procedure to mark contacts as unsubscribed; see step 4.

1 Click Contacts in the navigation bar, then click Remove contacts.

Figure 57 Remove a Contact: Choose Contact List

Figure 57   Remove a Contact Choose Contact List

2 Select the contact list from which you want to remove contacts. Click Next.

Figure 58 Remove a Contact: Define Contacts

Figure 58   Remove a Contact Define Contacts

3 Define the contacts that you want to remove from the list:

•  To enter the contact’s SmartEmail addresses manually, select I want to type the SmartEmail addresses of contacts into a text box. Enter the addresses in the field that displays.

Figure 59 Enter Contact Addresses Manually

Figure 59   Enter Contact Addresses Manually

•  To upload a list of SmartEmail addresses, select I want to upload a file that contains the SmartEmail addresses of contacts.

Note: The file that you use should contain SmartEmail addresses only, one address to a line.

Figure 60 Upload List of Contacts to Remove

Figure 60   Upload List of Contacts to Remove

Enter the filepath of the file you want to use, or click Browse and locate the file.

4 Use the For the contacts above field to specify whether you want to delete the contacts permanently, or just mark them as unsubscribed:

•  If you want to delete the contacts permanently, select Remove them from my list permanently.

•  If you want to mark the contacts as unsubscribed, but keep the contact’s details, select Mark them as unsubscribed in my list.

5 Click Next.

6 A screen displays with a report of the results. You can use this screen to delete more contacts from the list.

Figure 61 Removed Contact Report

Figure 61   Removed Contact Report

Viewing Suppressed SmartEmail Addresses

Suppressed SmartEmail addresses are those to which SmartEmail addresses are never sent, even if the address is subscribed to a list. You can view suppressed SmartEmail addresses for all contact lists, or for a specific list.

Take the following steps to see the suppressed SmartEmail addresses for a contact list:

1 Click Contacts in the navigation bar, then click SmartEmail Suppression List.

Figure 62 SmartEmail Suppression List: Choose Contact List

Figure 62   SmartEmail Suppression List Choose Contact List

2 Choose the contact list for which you want to see suppressed SmartEmail addresses. To see suppressed SmartEmail addresses for all lists, select Global Suppression.

Figure 63 SmartEmail Suppression List: View Suppressed SmartEmail Addresses

Figure 63   SmartEmail Suppression List View Suppressed SmartEmail Addresses

3 This screen displays the list of suppressed SmartEmail addresses for the list or lists you specified, as well as the date on which each address was suppressed. You can take the following actions:

•  Click Suppress an SmartEmail or domain to add an entry to the SmartEmail suppression list. See Suppressing an SmartEmail Address or Domain.

•  Select the checkbox next to an SmartEmail address (select the checkbox at the head of the column to select all entries in the list) and click Delete selected to remove the address from the list. The address is no longer suppressed. You can also delete an address by clicking its Delete link.

•  Click an address’s Edit link to edit the suppressed address’s details.

Figure 64 Edit Suppressed SmartEmail Address

Figure 64   Edit Suppressed SmartEmail Address

Edit the address in the SmartEmail to suppress field, if required.

You can also change the list that this SmartEmail should be barred from. To bar the SmartEmail address from all lists in the SmartEmail software, select Global suppression.

•  Click Save when you have finished, or click Cancel to return to the View suppressed emails list without saving any changes.

Suppressing an SmartEmail Address or Domain61

You can bar an SmartEmail address or a domain (like “exampledomain.com”, for instance) from having emails sent to it. This is known as suppressing the SmartEmail address or domain.

This takes precedence over other settings; for instance, an SmartEmail address may be an active member of a contact list, but it will never have emails or autoresponders sent to it if it is suppressed.

Note: You can suppress SmartEmail addresses and domains by entering the information manually, or by uploading a file containing the information. Alternatively, use the Contacts > SmartEmail suppression list screen to suppress single SmartEmail addresses or domains.

Take the following steps to suppress an SmartEmail address or a domain:

1 Click Contacts in the navigation bar, then click Suppress an SmartEmail or domain.

Figure 65 Suppress an SmartEmail or Domain: Select Contact List

Figure 65   Suppress an SmartEmail or Domain Select Contact List

2 Select the contact list from which you want this address or domain to be barred in the I want to suppress contacts from list. To bar an address or domain from all contact lists, select Global suppression.

3 Define the addresses or domains you want to suppress:

Note: To suppress a domain, enter it in the following format: “@domain.tld”, where “domain” is the domain you want to suppress, and “.tld” is the top-level domain (“.com”, for example).
So, to suppress all SmartEmail addresses belonging to www.yahoo.co.uk (for example), enter “@yahoo.co.uk”.

•  To enter the SmartEmail addresses or domains manually, select I want to type the SmartEmail addresses/domains to suppress into a text box. Enter the addresses or domains in the field that displays.

Figure 66 Enter Addresses or Domains for Suppression Manually

Figure 66   Enter Addresses or Domains for Suppression Manually

•  To upload a list of SmartEmail addresses or domains, select I want to upload a file that contains the SmartEmail addresses/domains to suppress.

Note: The file that you use should contain SmartEmail addresses or domain names only, one address or domain name to a line.

Figure 67 Upload List of Addresses or Domains for Suppression

Figure 67   Upload List of Addresses or Domains for Suppression

Enter the filepath of the file you want to use, or click Browse and locate the file.

4 A screen displays with a report of the results. You can use this screen to add more SmartEmail addresses or domains to the list.

Figure 68 Suppressed SmartEmail Address or Domain Report

Figure 68   Suppressed SmartEmail Address or Domain Report