Note - Imported .CSV files can include comment rows. In order for something to be considered a comment, the first field must begin with a # symbol. This symbol denotes that entire row as a comment.

Note - Your entire application session, including file upload transfer, is secure provided you have enabled SSL Security. To enable SSL Security, go to Home->Settings->Security and click the Require secure login session using SSL check box in the Session Security section.

To import from a .CSV file:

1. Go to Contacts->Manage
2. Click Import.
3. Click the checkbox to acknowledge when you have read and agreed to our terms of service/permission marketing policy.
4. Identify the source of the contacts you are importing.
5. Click Next.
6. Click the Import from a CSV File radio button.
7. Click Choose File. Locate the file you want to import.
8. Click the First row of file is header checkbox if you want the first row in the file to be the header.
9. Click Next.
10. Choose what you want to do with the contacts once they are imported into your account. Each option is described below:
    • Update existing contacts, Add new contacts will add any new contacts to your account and update any field for contacts who already exist in your account. No existing email addresses will be changed or updated. This is a good option when your list contains a mix of existing and new contacts.
    • Add new contacts will add any new contacts to your account. This option does not affect existing contacts in any way.
    • Update existing contacts will update the field data for any contacts who already exist in your account. No existing email addresses will be changed or updated.
    • Unsubscribe both new and existing contacts will give any new contacts being added during this import a status of unsubscribed. It will also change the status of any existing contacts affected by this import to unsubscribed.
    • Unsubscribe existing contacts will unsubscribe all of the contacts who already exist in your account. Skip to the last three steps in the import process if you choose this option.
    • Remove existing contacts will delete all of the contacts who already exist in your account. Skip to the last three steps in the import process if you choose this option.
11. Click Next.
12. Select how you want to inform your contacts that they have been added to your account or have been updated. For contacts being added, you can choose:
    • Do not inform them
    • Send them a welcome message. A welcome message is an automated message that is sent to new contacts. The message does not require any action or confirmation. You might consider using a welcome message to send a standard (or "welcome") message to all new contacts.
    • Send them a subscription confirmation. If you choose this option, you will need to pick a message, specify a from name, and specify a reply address. A subscription confirmation message is an automated message that requires contacts to click a link to "confirm" their subscription. Contacts that receive a subscription confirmation message will remain "inactive", and thus unable to receive message from you until they confirm their subscription. Remember to include the %%!confirm_url%% tag in your message.

For contacts being updated, you can choose:

• Do not send a message
• Send them a welcome message. If you choose this option, you will need to pick a message, specify a from name, and specify a reply address
12. Click Next.
13. Map columns from your file, to fields you have created for your contacts. The columns from your file will appear on the left, and a pull-down menu containing all of the fields you have created will be on the right. You are able to import additional data fields into your list. To do this, you need to make sure that you've stored the desired additional data fields in the file that you're importing. During the import process, you'll be able to map the fields in your file to fields you have created in your account.
14. Click Next.
15. Add your contacts to a new list or an existing list(s).
    • To add your contacts to an existing list, find the list you want to add the contacts to, and click on it. To select multiple lists, Hold down either Control (Windows) or Command (Macintosh) while clicking to select/deselect multiple items.
    • To add your contacts to a new list, click the new list check box and give your new list an internal and external name.
16. Click Next.
17. Specify if you want to remove these contacts from any lists. This step in only available if you choose Update Existing/ Add new or Update Existing.
18. Click Next.
19. If you wish to be notified via email when the import is finished, click the send email checkbox and provide the email address that will be notified when the import is complete. The email notification will tell you how many contacts were added to your account. It will also tell you how many contacts were not added because they are invalid, duplicates, or previously unsubscribed.
20. Click Next.
21. Review the details you have selected for your contact import.

Click Finish to complete the set-up and begin the import process. Small imports (less than 20k contacts) will complete very quickly - in less than a few minutes. Imports larger than 20K contacts will take longer.

Importing A Tab-Delimited File

Tip - To import an Excel file, choose "Save As" in Excel to save your file in a supported format - either CSV or tab delimited. We do not support Excel file imports.

1. Go to Contacts->Manage
2. Click Import.
3. Click the checkbox to acknowledge when you have read and agreed to our terms of service/permission marketing policy.
4. Identify the source of the contacts you are importing.
5. Click Next.
6. Click the Import from a tab-delimited file or files radio button.
7. Click Choose File. Locate the file you want to import.
8. Click the First row of file is header checkbox if you want the first row in the file to be the header.
9. Click Next.
10. Choose what you want to do with the contacts once they are imported into your account. Each option is described below:
    • Update existing contacts, Add new contacts will add any new contacts to your account and update any field for contacts who already exist in your account. No existing email addresses will be changed or updated. This is a good option when your list contains a mix of existing and new contacts.
    • Add new contacts will add any new contacts to your account. This option does not affect existing contacts in any way.
    • Update existing contacts will update the field data for any contacts who already exist in your account. No existing email addresses will be changed or updated.
    • Unsubscribe both new and existing contacts will give any new contacts being added during this import a status of unsubscribed. It will also change the status of any existing contacts affected by this import to unsubscribed.
    • Unsubscribe existing contacts will unsubscribe all of the contacts who already exist in your account. Skip to the last three steps in the import process if you choose this option.
    • Remove existing contacts will delete all of the contacts who already exist in your account. Skip to the last three steps in the import process if you choose this option.
11. Click Next.
12. Select how you want to inform your contacts that they have been added to your account or have been updated. For contacts being added, you can choose:
    • Do not inform them
    • Send them a welcome message. A welcome message is an automated message that is sent to new contacts. The message does not require any action or confirmation. You might consider using a welcome message to send a standard (or "welcome") message to all new contacts.
    • Send them a subscription confirmation. If you choose this option, you will need to pick a message, specify a from name, and specify a reply address. A subscription confirmation message is an automated message that requires contacts to click a link to "confirm" their subscription. Contacts that receive a subscription confirmation message will remain "inactive", and thus unable to receive message from you until they confirm their subscription. Remember to include the %%!confirm_url%% tag in your message.

For contacts being updated, you can choose:

• Do not send a message
• Send them a welcome message. If you choose this option, you will need to pick a message, specify a from name, and specify a reply address
12. Click Next.
13. Map columns from your file, to fields you have created for your contacts. The columns from your file will appear on the left, and a pull-down menu containing all of the fields you have created will be on the right. You are able to import additional data fields into your list. To do this, you need to make sure that you've stored the desired additional data fields in the file that you're importing. During the import process, you'll be able to map the fields in your file to fields you have created in your account.
14. Click Next.
15. Add your contacts to a new list or an existing list(s).
    • To add your contacts to an existing list, find the list you want to add the contacts to, and click on it. To select multiple lists, Hold down either Control (Windows) or Command (Macintosh) while clicking to select/deselect multiple items.
    • To add your contacts to a new list, click the new list check box and give your new list an internal and external name.
16. Click Next.
17. Specify if you want to remove these contacts from any lists. This step in only available if you choose Update Existing/ Add new or Update Existing.
18. Click Next.
19. If you wish to be notified via email when the import is finished, click the send email checkbox and provide the email address that will be notified when the import is complete. The email notification will tell you how many contacts were added to your account. It will also tell you how many contacts were not added because they are invalid, duplicates, or previously unsubscribed.
20. Click Next.
21. Review the details you have selected for your contact import.

Click Finish to complete the set-up and begin the import process. Small imports (less than 20k contacts) will complete very quickly - in less than a few minutes. Imports larger than 20K contacts will take longer.

Using Copy And Paste To Import Contacts 

To copy and paste email addresses into a text box:

1. Go to Contacts->Manage
2. Click Import.
3. Click the checkbox to acknowledge when you have read and agreed to our terms of service/permission marketing policy.
4. Identify the source of the contacts you are importing.
5. Click Next.
6. Click the Specify individual email addresses radio button.
7. Cut and paste or type email addresses into the text box. Separate email addresses by commas, spaces, or new lines.
8. Click the First row of file is header checkbox if you want the first row in the file to be the header.
9. Click Next.
10. Choose what you want to do with the contacts once they are imported into your account. Each option is described below:
    • Update existing contacts, Add new contacts will add any new contacts to your account and update any field for contacts who already exist in your account. No existing email addresses will be changed or updated. This is a good option when your list contains a mix of existing and new contacts.
    • Add new contacts will add any new contacts to your account. This option does not affect existing contacts in any way.
    • Update existing contacts will update the field data for any contacts who already exist in your account. No existing email addresses will be changed or updated.
    • Unsubscribe both new and existing contacts will give any new contacts being added during this import a status of unsubscribed. It will also change the status of any existing contacts affected by this import to unsubscribed.
    • Unsubscribe existing contacts will unsubscribe all of the contacts who already exist in your account. Skip to the last three steps in the import process if you choose this option.
    • Remove existing contacts will delete all of the contacts who already exist in your account. Skip to the last three steps in the import process if you choose this option.
11. Click Next.
12. Select how you want to inform your contacts that they have been added to your account or have been updated. For contacts being added, you can choose:
    • Do not inform them
    • Send them a welcome message. A welcome message is an automated message that is sent to new contacts. The message does not require any action or confirmation. You might consider using a welcome message to send a standard (or "welcome") message to all new contacts.
    • Send them a subscription confirmation. If you choose this option, you will need to pick a message, specify a from name, and specify a reply address. A subscription confirmation message is an automated message that requires contacts to click a link to "confirm" their subscription. Contacts that receive a subscription confirmation message will remain "inactive", and thus unable to receive message from you until they confirm their subscription. Remember to include the %%!confirm_url%% tag in your message.

For contacts being updated, you can choose:

• Do not send a message
• Send them a welcome message. If you choose this option, you will need to pick a message, specify a from name, and specify a reply address
12. Click Next.
13. Add your contacts to a new list or an existing list(s).
    • To add your contacts to an existing list, find the list you want to add the contacts to, and click on it. To select multiple lists, Hold down either Control (Windows) or Command (Macintosh) while clicking to select/deselect multiple items.
    • To add your contacts to a new list, click the new list check box and give your new list an internal and external name.
14. Click Next.
15. Specify if you want to remove these contacts from any lists. This step in only available if you choose Update Existing/ Add new or Update Existing.
16. Click Next.
17. If you wish to be notified via email when the import is finished, click the send email checkbox and provide the email address that will be notified when the import is complete. The email notification will tell you how many contacts were added to your account. It will also tell you how many contacts were not added because they are invalid, duplicates, or previously unsubscribed.
18. Click Next.
19. Review the details you have selected for your contact import.

Click Finish to complete the set-up and begin the import process. Small imports (less than 20k contacts) will complete very quickly - in less than a few minutes. Imports larger than 20K contacts will take longer.

Exporting Contact Reports From The All Contacts Page

The Export link lets you export a report based on either all the contacts in your account, all the contacts on the list you are viewing, or all the contacts on the segment you are viewing.

To export a report from the All Contacts page:

1. Click Export.
2. Choose the contact status using the pull-down menu. You can choose between All, Active, and Inactive.
3. Choose the fields that you want to include in your contact export report.
4. Provide an email address that will be notified when the report is ready for download. You will also be notified when the report is ready for download via an in application notification. This step is optional.
5. Click Generate.

How Do I Use Clean Contacts?

To use clean contacts

1. Go to Contacts->Manage.
2. Click Clean.
3. Choose whether you want to clean contacts on all of your lists or a specific list using the Choose A List pull-down menu.
4. Choose the criteria by which you will clean your contacts. As your criteria, you can choose contacts who are bounced contacts, non-engaged contacts, and orphaned contacts.
5. Choose how you will clean the contacts using the radio buttons in the What Do You Want To Do With These Contacts section. You can choose.
   • Clean these contacts - This will immediately delete all the contacts selected by the criteria above. Contacts cleaned in this way cannot be recovered.
   • Add these contacts to a new list - This will create a new list with these contacts on it, allowing you to run a reengagement campaign if you wish.
   • Add these contacts to an existing list - This will allow you to reengage these contacts on a different campaign if you wish.
6. Click Next Step.
7. If you choose to clean these contacts, review the selections you have made and click Finish to complete the process. If you choose to add the contacts to a new list, then you will need to provide an internal and external name for the new list. If you choose to add the contacts to an existing list, then you will need to select the list you want to add them to from the List pull-down menu.
8. Click Next Step.
9. Review the selections you have made and click Finish.

What Are Orphan Contacts?

Orphan contacts are contacts that are not on any lists. (i.e. they are in your account, but they are not associated with any of your lists).

Why Have Some Contacts Never Opened Or Clicked Any Messages?

There could be a number of reasons why contacts have not opened or clicked any of your messages (i.e. no activity since they were added).

• Your contacts could be receiving your messages in plain text. The application does not track messages sent in plain text format.
• Your contacts may not be receiving your messages. HTML messages can sometimes be caught in spam filters or routed to junk folders.
• Your contacts may no longer be interested in receiving your communications.

Special Reports

Generating Reports based On The Status Of Your Contact

To begin generating a special report:

1. Go to Contacts->Manage.
2. Click Special Reports.
3. Choose the status for your special report. For example, if you choose Unconfirmed, than the special report will contain all of the contacts in your account with a status of Unconfirmed.
4. Optional - If you click the Limit reporting period to a particular range of dates checkbox, you can limit the report to only a specific date range.
5. Choose the type for your special report. The Updated only tracking option will cause your special report to contain all contacts (not just new contacts) whose status has been updated. The Regular option will produce a report that contains all contacts of a given status type.
6. Specify a name for your report.
7. Click the checkbox next to the fields you want to include in the report.
8. Click Next.
9. Choose the fields you want to include in your report by clicking the checkbox next to the field name.
10. Provide an email address if you wish to be notified when the report has been generated.
11. Click Generate.