Manage Contacts Table

The Manage Contacts Table is where administrators view all contacts added to this email marketing system, regardless if they were brought over from the Accounting System, manually added or imported. The number of columns displayed in the table can be customized and is user specific. The email address is the unique way to identify each contact and will always be found in the first column. Additional information can be viewed for each contact by clicking on their email address. 


The following items will be found on this page.

• Show Filter

• Show/Hide Columns

• Sort Column

• Move Column

• Search by Field

• Create Segment or Save as Segment

• Action Bar Buttons

• View / Edit Contact

• Member not Receiving Emails?

Show Filter

By default, All Contacts will be selected in the Show: Filter and display all contacts in the table. Use this filter to select specific types of contacts to display, including contacts that are already on segments or mailing lists.

To Use Show Filter:

1. Log in to website and access Email Marketing Module.
2. Select Contacts > Manage Contacts from the left navigation. 
3. Show: Select All Contacts, drop-down will display mailing lists and segments recently used.
4. Select name of mailing list or segment.
   • Select Mailing list or segment... to view all the mailing lists and segments created.
   • Within the Select a mailing list or segment dialog box:
     • Select checkbox beside name of mailing list or segment.
     • Click Select to save changes.
5. The table will only show contacts that belong in the mailing list or segment selected.

Show/Hide Columns

Administrators could decide which columns are visible in the manage contacts table. This is user specific. Each column is a field related to a contact and a maximum of 15 fields can be displayed at a time. The email address is the unique way to identify each contact and will always be found in the first column and cannot be hidden.

To Show/Hide columns:

1. Log in to website and access Email Marketing Module.
2. Select Contacts > Manage Contacts from the left navigation. 
3. Click gear icon on the right to show/hide columns.
4. Within the Contact Fields dialog box, a list of all the available fields will display.
5. Select the checkbox beside the name of the field(s) to show in the table. Max 15 fields can be selected at a time.
6. Click Select to save changes.
   • Tip: if the select button in the bottom right corner is not displaying, adjust the vertical/horizontal scroll bars. 

Sort Column

Column information can be sorted in ascending or descending order. The sort, can only be applied to one column at a time. The column that is being sorted will have a tiny triangle to the right of the column name.

To Sort Columns:

1. Log in to website and access Email Marketing Module.
2. Select Contacts > Manage Contacts from the left navigation. 
3. Click on any column heading.
   • Triangle pointing up = ascending order
4. Click the same column heading to reverse order.
   • Triangle pointing down = descending order

Move Column

The order the columns are displayed could be changed in the table. The email address is the unique way to identify each contact and will always be found in the first column and cannot be moved.

To change order of columns:

1. Log in to website and access Email Marketing Module.
2. Select Contacts > Manage Contacts from the left navigation. 
3. Click and hold column name to be moved.
   • If it was just a click, the table will now be sorted in ascending order in that column. 
4. Drag column name to position where the column should be moved to.
   • Green arrow pointing up and down will indicate where the column will be moved to. 
5. Drop the column name that was selected.
6. The column name is moved to new column in the table.

Search by Field 

Under each column is a search box that can be used to quickly find contacts. Search information can be applied to more than one column.

To Search Contacts:

1. Log in to website and access Email Marketing Module.
2. Select Contacts > Manage Contacts from the left navigation. 
3. Type in a word or number in the search box under any column.
4. Click out of the search box or press enter on keyboard for table to show search results.
5. Table will only display contacts that match the search information.
6. Bottom right corner the number of items, indicates the number of contacts that have a match.
7. To reset, delete text in the search fields for each column.

Create Segment or Save as Segment

A segment could be created directly from this Contacts > Manage Contacts section.

• Beside the Show filter option, click Create Segment... button to start a new segment manually. 
• Save as Segment button will only display beside the show filter after a search is applied to at least one field column. Click Save as Segment and the filters for the segment will be created automatically based on the filters that are applied. For details see How to Create a Segment.

Action Bar Buttons

The following buttons are found across the top of the Manage Contacts page. Some of the buttons will be enabled, only after the checkbox beside an email address is selected.

• Import Contacts -To add many contacts from a report or file. For details see How to Import Contacts. 
• Add new -Add a single contact that doesn't exist in the accounting system manually to email marketing. For details see How to Manually Add a Contact. 
• Edit - To view and edit the individual contact details.
• Add to Mailing List... - To add contacts to an existing or new mailing list. 
• Unsubscribe - To unsubscribe contact from receiving any future emails sent from this email marketing system. See How to Re-Subscribe a Contact, if a contact is subscribed in error.
• Delete - To completely remove a contact from the email marketing system.
  • If contact wants to receive emails again going forward they would have to be added back in as a new contact manually and also check to make sure they have an Active(Subscribed or Soft Bounce) Email Marketing status. For assistance please contact the Web Support team. 
• Export - Pull report to see contacts that are shown in the table based on the filters. After the export is completed, it can be accessed from the Message Center from the left navigation.
• More
  • Remove From Mailing List - To remove contacts from an existing mailing list.
  • Add To Workflow - Manually add contact(s) to a workflow.

View / Edit Contact 

Each email address will store specific details such as: email status, is the contact a test contact, field information, mailing lists that they are part of, emails they have been sent and date when an email was last sent, opened or clicked.

1. Log in to website and access Email Marketing Module.
2. Select Contacts > Manage Contacts from the left navigation.
3. Use Search box to find contact.
4. Click on email address to see contact details.

On the View/Edit Contact screen the following buttons are found across the top.

• Delete - To completely remove a contact from the email marketing system. If contact wants to receive emails again going forward they would have to be added back in as a new contact manually and also check to make sure they have an Active(Subscribed or Soft Bounce) Email Marketing status. For assistance please contact the Web Support team. 
• Unsubscribe - To unsubscribe contact from receiving any future emails sent from this email marketing system. See How to Re-Subscribe a Contact, if a contact is subscribed in error.
• Cancel - After viewing contact details use this to return to Contacts > Manage Contacts without any changes made.
• Save And Close - Changes to contact will be saved and admin will be redirected to Contacts > Manage Contacts. 

The following sections can be found within the View/Edit Contact screen:

• Contact General Information

• Custom Fields Tab

• Mailing Lists Tab 

• Static Segments Tab

• Properties Tab

• History Tab

• Workflows Tab

 

 
Contact General Information

The only field required is the email address, everything else is optional to add a new contact into email marketing manually. 

• Email Address - *Required field - type in email address for contact.
• First Name - Enter contact first name, could be used in mail merges.
• Last Name - Enter contact last name, could be used in mail merges.
• Mobile Phone -  Usually left blank.
• Test Contact 
  • Unchecked -  This contact will not be displayed in Preview & Test section.
  • Checked - This contact will display in Preview & Test section to test merge fields prior to a campaign is sent to all targeted recipients. Usually enabled for staff or contacts that would be helping with creating and testing the emails.
• Email Status - Subscribed is the status all countacts should have. If a contact has Hard bounce, Unsubscribed or Pending they will not be able to receive any emails. For details see How to Change a Contact's Status to Subscribed.
  • Administrators could manually change a contact from Subscribed to Unsubscribed if a contact no longer wants to receive emails from this email marketing module. 
  • Changing a contacts Status to Unsubscribed or Pending will result in the Status Drop Down menu becoming grey, and will unable a User to modify the contacts status. The contact will have to be re-subscribed using the Sign Up Form. For details see How to Resubscribe a Contact 
• Email Format - Both should be defaulted.
  • Both = Contact can receive HTML and Plain text emails, if they have both they will see the HTML format.
  • HTML = Contact can only receive the HTML format of emails.
  • Plain Text = Contact only wants to receive the Plain text version of the emails.
• Phone - Usually left blank.
• Fax -  Usually left blank. 

Custom Fields

By default, the Custom Fields tab will already be selected and it will show the field information for the email address selected.

Reminder if the contact is a member, information should be updated in the accounting system and not from here. Changes made in custom fields, would never update back into the accounting system. 

This section is helpful to review what information the contact currently has and could help verify why they were included or excluded in a dynamic segment.

For example:
Member had a Golf membership and recently switched to a Social membership. The member did not receive the latest Social email campaign when the Social Segment was selected as recipients. Check the appropriate field that was used to create the segment to see if the contact has the matching information to be part of the segment.

If the member status is still Golf, here are some possible reasons why.

• The member status was not saved properly from the accounting system.
• Changes were saved in accounting system but the export process has not completed successfully.
• For details see Email Marketing Export Utility 

If the member status changed to Social, here are some possible reasons why.

• The email was sent before the export process completed the member status change from Golf to Social.
• The email address is associated with the wrong member number. This happens when the same email address is used on two different member numbers. For details see Email Address is Unique Identifier.

Mailing Lists Tab 

This tab allows administrators to see all the mailing lists that a contact has been added to receive specific campaigns. Administrators could add or remove a contact to a mailing list at anytime from this tab. There are 2 options. 

• Option 1 - Add/Remove contact to an existing mailing list.
  • Select/deselect the checkbox(es) to add/remove contact to the mailing list(s)
• Option 2 - Add contact to a mailing list that has yet to be created, a new mailing list can be created directly from this Mailing Lists Tab.
  1. Click in the New mailing list name field and type in new mailing list name.
  2. Click Add New Mailing List, name of the new mailng list will be added to the Mailing Lists tab.
  3. Select the checkbox beside the new mailing list created.  
     ^Note: When a new mailing list is created using this option, by default it makes the mailing list Visible in Forms. If this mailing list should not be visible by members please go to Lists and Segments > Mailing Lists from the left navigation, under the Show in Forms column and deselect the option for the new mailing list.
  4. Click Save and Close found at the top or bottom right corner.

Static Segments tab 

The static segment section is where all static segments created could be viewed. However, it is usually empty because it requires an administrator to manually maintain the number of contacts. Instead, most clubs choose to use dynamic segments for contacts to update automatically. 

When the Static Segment was original created, contacts were added because the segment criteria matched. Going forward, this tab could be used to manually add or remove a contact by selecting the checkbox beside the static segment name. 

Properties

There are many fields found in the Properties tab. The main information administrators maybe in interested in would be, the last date when an email was sent, opened, clicked or unsubscribed.

History 

The History section will display any campaigns that were sent to a specific email address or indicate when they were added to removed from a mailing list or static segment. 

Select the History tab and use one of the following filters to display more information :

• Event Type - Was the contact sent an email, added to or removed from a mailing list.
• Source - Based on the Event Type what platform initiated the event, this could be a campaign, mailing list or static segment.
• Source Name -  A description of the source, this could be the name of the campaign, mailing list or segment.
• Date - The date and time the event occurred.

For any event type that has Email Send, click View Activity (last column on the right) to see a mailing list of actions associated with the email campaign. 

The events that are recorded for the contact include:

• Image View - When the contact opened this particular campaign.
• Unsubscribed - Contact is unsubscribed from receiving future campaigns using this message. This can occur from the Email Provider or the Contact themselves.
• Hard Bounce - Contact did not receive the message and the message bounced back due to a problem with the email address.
• Soft Bounce - Contact did not receive the message and bounced back due to a temporary problem with the email address.

Workflows

The Workflows table will indicate any workflow that this contact was ever part of.

 

Member not Receiving Emails?

There are numerous reasons why a member may not be receiving emails via the Email Marketing Platform. These can range from incorrect email addresses, to mismatched or not-up-to-date information, to even the rejection/filtering of the email from the members end, without their explicit knowledge. Thus, it is important to review and investigate these reasons on a case by case basis in order to determine why a contact is not receiving their emails.

The following is a mailing list of troubleshooting questions to be reviewed in order. Each step is a potential reason for why a contact may have not received an email. 

1. Can the Members email address be found as a Contact in the Email Marketing Platform?

   • The very first step is to ensure that the email address the contact is expecting to receive email messages for is within the Email Marketing Module.
   1. Log in to website and access Email Marketing Module.
   2. Select Contacts > Manage Contacts from the left navigation. 
   3. Using the Email address field search for the contact. Type the email address correctly and do not include extra spaces, confirm with member that this is their most email address. 

2. Does the contact have a subscribed or soft bounce Email Marketing Status?

   • After finding the contact using the Search fields. Use the Status column to check the email marketing status.
   • Every contact starts with the Subscribed email marketing status in this email marketing module. In order to receive emails, the email status has to be Subscribed or Soft Bounce.
   • If a contact belongs in a mailing list or segment but has a Hard Bounce or Unsubscribed status, the system will not attempt to send the contact the email.
   • For details see How to Change a Contact's Status to Subscribed.

3. Has the contact been included in a Segment or a Mailing List?

   • In order for a contact to be a recipient of any email campaign, they must be part of a mailing list or segment.
   • It is possible that the contact was not in a Segment or a Mailing List when the Campaign was being sent and thus did not receive the message.
   • Review a specific Email Campaign to determine which Mailing List(s) and/or Segment(s) were used for a specific Campaign.
     1. Select Email Campaigns from the left navigation.
     2. Find name of the email campaign.
     3. Under Recipients column, click name of mailing list or segment. A query of all contacts within this Mailing List or Segment will generate.
     4. Search for the contact to see if they are part of this Mailing List or Segment.
     5. Repeat the steps 2 - 4 if more than one mailing list or segment was selected for an email campaign. 
     6. If the contact is not found in any of the mailing lists or segments but should have been, check the following:
        1. Does the contact have fields that do not match the segment criteria? Yes, changes will have to be made from the accounting system and wait for the next export for information to update to the email marketing module. 
        2. Is the segment setup correctly? For details see How to Manage a Segment.
        3. Did the contact get added to the mailing list manually? For details see How to Manage a Mailing List.

4. Check set up in the Accounting System

   • Verify that the correct information is setup in the accounting system for the member. 
     1. Login to the accounting system and find member account.
     2. Check if member has an email address on file and the email address is flagged to be exported to the email marketing module. For details see How to Manage Email Addresses uploaded to Email Marketing.
     3. Make sure that this email address is not shared between different member numbers. For details see Email Address is Unique Identifier.
     4. Check if member has a status that should be included in the export process. For details see How to Filter Members from the Export Utility.
     5. Check other fields to make sure they are correct, if information is incorrect that would explain why they are not appearing in a segment as a recipient. Make necessary changes and wait for next export to complete successfully.

5. Has an email message been sent to the Contact?

   ^Note: If indeed the specific email message that the Contact claims they did not receive was opened, please ask them to review their entire Inbox. In some instances, it is possible that more than one person has access to an email account. As such, certain individuals may not be aware that the email has been previously opened and that it is located within their ‘read’ messages.

   • The History section will allow an administrator to see all emails that have been sent to a contact.

   1. Select Contacts > Manage Contacts from the left navigation. 
   2. Search for a specific Contact and click on their Email Address.
   3. Select the History tab.
   4. Look for name of campaign under the Source Name column.
   5. If the name of the campaign is not listed, that indicates the contact was not part of the recipients(segment or mailing list) that were selected for the email campaign.

6. Check Spam or Junk Folder

   • If the email campaign is listed in the History section. Contact the member and ask them to check any type of Spam, Junk or other related folders/sections within their Email Platform.
   • ^Note: Email marketing regulations require by law for certain elements; such as an Unsubscribed link, or the physical address information of the organization, to be included within each email sent. User end email marketing programs or platforms may automatically filter out emails with this information and place them in Junk, Spam, or other tabs.

7. Configuring the SPF Record

8. Add to Whitelist or 'Safe Sender list'

   • If the contact is still not able to locate the email message after it was confirmed that it was indeed Sent (but not opened), then it is possible that the email has been ‘quarantined’ or filtered out from being received by the contacts email domain.
   • Such occurrences are more prevalent when it comes to more private email addresses such as employer related or personal domains. In such instances, we recommend forwarding the Whitelist information to the member so that it can be configured for their email domain.
   • The White list or ‘Safe Sender’ information below is an IP address and/or an Email Domain representing E3 Email Marketing. Adding this domain to the contacts Whitelist or Safe Sender will tell the Email Platform to allow/accept email messages coming from this specific address or domain instead of rejecting or quarantining it. In some instances, an IT from the members end may need to assist with this as they may not have the expertise or access to do so. For example, if a member is using their work related address to receive emails, an IT from that workplace will need to be consulted in order to Whitelist, or add E3 Email Marketing as a safe sender.
   • E3 EMAIL MARKETING WHITELIST INFORMATION:
     • Members can also update the whitelist information for their email program to include the email marketing domain.
     • Domain: mailer.clubhouseonline-e3.com
     • IP Address: 216.24.225.125, 216.24.225.126
     • Send this domain to the member and have them add it to their email programs white list.