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.

[William_A]

Hello @AmyG72759 ,

You'd need to create a separate list by selecting all the contacts in list A, and then Actions > add them to a newly created list (let's call it List C). Then go to List B, select all of its contacts, and then Actions > remove them all from List C. Then you can send your email to that List C.

[CaseyH91]

I'm on your page that shows my lists. Where do I add a new one?

[William_A]

Hello @CaseyH91 ,

Here's how to create and manage lists

Click here for additional resources on using the updated contact dashboard.

[DaveR7]

I need to remove a group of contacts from multiple lists. The previous version of list management allowed me to identify the group, select all the lists the contacts were to be removed from, and with one click it was done. 

I do not see where this is possible with the new system only allowing me to select one list at a time for removal. Because I use list segmentation extensively, I may need to remove a group of contacts from more than 50 lists at a time.

Any suggestions?

[William_A]

Hello @DaveR7 ,

You can still do that in the current version. Simply select (checkmark box) the contacts you wish to remove from the lists, click the Actions menu, and then select remove from lists to decide which lists to remove the contacts from.

If you need to distill your contacts first with specific parameters, you can utilize segmentation, the search function, or go to a common list you know they're all a part of.

[DaveR7]

That of course works with the older version but not the new version. The new version of contact management only allows you to select one list at a time.

(Now would be a good time to for CC to give us the names of the versions that are in play so we can accurately identify the version when talking with support or forums).

[William_A]

The older system for contacts has been fully retired at this time, so there are no other versions at the moment.

[DaveR7]

Oh good, that means we are on the same version. You stated that you can "click the Actions menu, and then select remove from lists to decide which lists to remove the contacts from." You are using the plural 'lists' indicating that you can remove contacts from more than one list at a time. In my contact management I can only find the action to remove contacts from one list at a time. Please show me how to remove a group of contacts from more than one list at a time. Thanks

[JanetH453]

I can not access the contact list . How do I access it?

[William_A]

Hello @JanetH453 ,

Simply go to the Contacts button in the top navigation bar, then go to the Contacts sub-tab on that page.

For a full rundown of using the current contacts system (compared to the recently retired old one), click here.

[BIJC]

RE: 

"View the engagement activity

The engagement data shows the date and time you sent an email to the contact, when they opened it, and if they clicked any link in it. It also shows if the email bounced, or if the contact unsubscribed after opening it. The data is for the last five years or last 200 emails, whichever limit you reach first."

Engagement activity USED to go back to the very first email. Now it is limited to 200, in my case that means 5 months ago. I'm working with a contact whose emails are bouncing so this is not helpful. Can this be set as a preference? 

[William_A]

Hello @BIJC ,

There are no settings for contacts' engagement reports.

[SLOCBE]

An e-mail landed on our weekly unsubscribed list, and we are 100% sure that individual did not unsubscribe as they are with our company.... I  have gone in and re-subscribed them, but i figured i'd report it to you guys too. I hope this doesn't happen too often. 

Thanks,  

[PNA99507]

How can I load multiple Tags per contact in a file import? Is there a delimiter for the Tags field?

[William_A]

Hello @PNA99507 ,

The easiest method for mass tagging, including tagging multiple contacts in different ways, would be through a file import. For an overview of the process, and links to other related articles, I'd recommend checking out this article.

[SALMANQ32]

Hi, I have a client who mistakenly unsubscribed and now he wants to subscribe again. I added his contact details but pop up a message.

"Import complete. One contact was updated. One contact could not be added to the selected list(s) because the contact previously unsubscribed."

Whats the solution to re-susbscribed..

[William_A]

Hello @SALMANQ32 ,

If a contact has been marked as unsubscribed from you, you'll need to go through the resubscription process. However the easiest method for a contact to resubscribe to you would be for them to go through one of your sign up forms.

If they’re unable to get signed back up through a sign up form or through the resub email, 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.

[GeorgeG622]

How to look up an individual contact for editing or viewing?

[William_A]

Hello @GeorgeG622 ,

You can search for Contacts either by list or on the Contacts subtab of the Contacts page. Make sure you're setting the correct parameters by which you want to search for:

[user188478]

Trying to export my list. If I select export ALL contacts it works. But when I try to export the list of subscribed (i.e. did not unsubscribe) your web site acts as if it is exporting, even displaying a name. But, it does not actually export. If there was a flag in the ALL contacts export that indicates which individuals unsubscribed that would be fine. But no such flag exists. How can I get this to work?

[William_A]

Hello @user188478 ,

If you're exporting particularly large lists (such as all subscribed), it may take awhile for the CSV file to be generated. You can navigate to your Contact's Import/Export Activity page to download these recently generated files, and to see other recent contact activity you've performed.

Additionally, if you do an ALL contacts export, you can have one of the included criteria be Email Permission Status and Subscription Info.

See also:

Exporting contacts

Unsubscribed Contacts