Contacts Redesign FAQ

[William_A]

Hey everyone!

We’ve recently rolled out a new version of our contact management dashboard to a number of customers. With any change, there can be an adjustment period to get used to a new look. We wanted to make a post that contains answers to some common questions. We’ve received some great feedback on the changes so far, and encourage you to continue providing feedback so that we can make it even better. Here are some resources to help get you started!

Overviews

New Contacts overview (article) - This article includes some side by side screenshots between the previous contacts page and the new design to help you find some common actions you’re used to doing.

New contacts overview (video) - If you learn better by watching a video, this video is just over 3 minutes long and will walk you through the Contacts redesign.

Common Questions

How do I add contacts now? The ‘Add Contacts’ button is still available as long as you are under the Contacts view. If you normally upload contacts from a spreadsheet you can find full instructions in this article. 

If you normally add contacts through an integration (such as Gmail or Outlook) you can follow the same steps, but choose Integration after clicking on Add Contacts. The import options used to be listed under a drop down under Add Contacts. This was changed to give consistency to the primary action buttons throughout the product.

Where do I find Unsubscribed contacts (and other contact statuses): Unsubscribed contacts can be filtered for in the contacts view. This article will provide instructions, as well as explanations for each status.

(UPDATED) How do I find/add “notes” to contacts? Notes have been added in the new Contacts dashboard! Check the Add or view notes subsection under the Managing Contacts section of the overview. If you're not seeing your notes from the previous iteration of the dashboard, you can also still export those notes by exporting contacts, then copy-paste into the new notes setup as needed.

Can I resubscribe a contact? Yes, if you send the unsubscribed contact a link to one of your sign up forms, they can resubscribe through the form. If they’re unable to get signed back up through a sign up form, you can request our Review team do a manual override of the unsubscription. You’ll need to get an email directly from the contact explicitly stating they want to be resubscribed. Then you’ll need to call into the Review team, and follow their processes from there. Since there are a number of legal and Compliance-related elements to unsubscribing and resubscribing, we have to make sure one of these two processes is followed.

[Tony_Heywood]

Since the upgrade, I have not downloaded a list.

Just managed to export contacts from a list, however the old "Activity" Tab under contacts is now missing.

Where do I now get the file that I exported?

Tony

[William_A]

Hello @Tony_Heywood ,

If you click the three dots in the top-right of any of the Contacts sub-tabs, one of the options will be to View Import/Export Activity.

[HeatherG211]

I am trying to edit someone's email address who has a new provider.

It is not a editable selection.  It says confirmed address cant be edited.

How is best to do this now? Is there twice the work involved by having to delete a contact and re-enter it?

Thanks

[William_A]

Hello @HeatherG211 ,

If the contacts was unsubscribed and resubscribed previously, this will have locked their email address to the internal contact ID for Compliance reasons. Thus, if the contact has a new email address, you'll have to make an entirely new contact for them.

[HeatherG211]

no  sorry, that doesn't answer my question.

they did not unsubscribe.  I just need to update the email address for someone in the contacts, but I see no way to do that now.

[William_A]

Hey @HeatherG211 ,

Can you reply to the automated @ mention email you receive from this message, and please include the current email address of the affected contact so we can look it up in your account?

[JakeM429]

In the new interface, it would appear that the "notes" function of contacts seems to be gone... is that right? I used to be able to add freeform text notes to contacts, but I can't find that anymore. Did this feature get taken away? 

[William_A]

Hello @JakeM429 ,

Our engineers are looking into an improved notes system, but at this time the redesign beta does not have a specialized notes section available. However, your notes are still attached to the contacts' IDs.

To access these, you can export your contacts. You can then re-import them into a custom field for the time-being, if you want to maintain the notes in our system (250 character limit per custom field). You can also vote for the idea or leave a comment on our Feedback boards. 

[JakeM429]

Yikes. So in order to "improve" the system, you removed the old system all together? That makes it easy to avoid any challenges in the old one! Haha  

Seriously though, that's pretty frustrating. I use that feature on a regularly basis, and typically we users don't like to see features just disappear "in the name of progress". I get that your colleagues want to "improve" the feature, but unless something was actively breaking other things, why remove it all together? Now my CRM will need a backup CRM tool for keeping notes on my contacts...or I'll have to use the wonky work around that you mention. This is a real bummer. And given how these things usually work, I doubt I'll ever see it return.  

I'll add my feedback, and I appreciate your quick response. 

[William_A]

Hello @JakeM429 ,

Just wanted to update you that Notes are now available in the new dashboard! Check the Add or view notes subsection under the Managing Contacts section of the overview. If you're not seeing your notes from the previous iteration of the dashboard, you can also still export those notes by exporting contacts, then copy-paste into the new notes setup as needed.

[newlifeefc]

With this new version, the Help section is not correct.  None of the Help screenshots are in this new version.

How can I send the resubscribe email to a contact?

[William_A]

Hello @newlifeefc ,

The easiest method for a contact to resubscribe to you, would be through one of your sign up forms.

If they’re unable to get signed back up through a sign up form, you can request our Review team do a manual override of the unsubscription. You’ll need to get an email directly from the contact explicitly stating they want to be resubscribed. Then you’ll need to call into the Review team, and follow their processes from there.

Since there are a number of legal and Compliance-related elements to unsubscribing and resubscribing, we have to make sure one of these two processes is followed.

[ALSCanada]

I am trying to re-subscribe more than 30 email contacts that unsubscribed by accident. How do I do this? I no longer see the 're-subscribe' button on their records. 

[William_A]

Hello @ALSCanada ,

The easiest method for a contact to resubscribe to you, would be through one of your sign up forms.

If they’re unable to get signed back up through a sign up form, you can request our Review team do a manual override of the unsubscription. You’ll need to get an email directly from the contact explicitly stating they want to be resubscribed. Then you’ll need to call into the Review team, and follow their processes from there.

Since there are a number of legal and Compliance-related elements to unsubscribing and resubscribing, we have to make sure one of these two processes is followed.

[SCNCUCC]

I would like to know how to add an unsubscribed email back as a contact.

[William_A]

Hello @SCNCUCC ,

The easiest method for a contact to resubscribe to you, would be through one of your sign up forms.

If they’re unable to get signed back up through a sign up form, you can request our Review team do a manual override of the unsubscription. You’ll need to get an email directly from the contact explicitly stating they want to be resubscribed. Then you’ll need to call into the Review team, and follow their processes from there.

Since there are a number of legal and Compliance-related elements to unsubscribing and resubscribing, we have to make sure one of these two processes is followed.

[SonyaG07]

Greetings,

After the last update, I no longer see the option to "Unsubscribe" a contact that has asked me directly to unsubscribe them.

[William_A]

Hello @SonyaG07 ,

The option to manually unsubscribe a contact is still available. Simply click the contact, click the three dots sub-menu in the top-right corner, and select unsubscribe.

[RobinH940]

i am trying to add a contact and i can't find my contacts.... HELP...

[William_A]

Hello @RobinH940 ,

It looks like you called in already and got your issue resolved. Just for visibility, here's an overview of working in the contacts system.

[SundayRiver]

Bring back notes! 

Such a wonderful tool. 

My office mates are loosing their minds. Help me out...