Knowledge Centre FAQ

In order to convert my Implied Consent contacts to Expressed Consent we recommend the following:

• Setting up an Optin Expiration Renewal Workflow.
• Sending a CASL specific campaign to a segmented list of your implied contacts using the Themed Templates.

• Generate a CASL header when sending an Email Campaign that will only be visible to your implied contacts. Additional Options > Include a CASL Opt-In request on the top of your email.

 

 

You can easily add an attachment to your email template in itracMarketer.

In order to add an attachment, open your email template.

Go to Manage Attachments.

Upload your file by clicking Browse.

Choose your file and click Open.

Your file will populate below.

To physically attach it to your email template, check the Attach box.

Save and Exit your template.

 

The Sent Campaign report provides plenty of statistics regarding your email campaigns. Here are some definitions of these metrics:

Open: recipient has opened email

Clicks: recipient has clicked on a link in email

Downloads: recipient has download content from email – this only applies to emails with attachments (the attachment would need to be attached to the email via itracMarketer email campaign process)

Activity: recipient has linked to web from email, ie., if there is a link in the email that goes to a website that has itrac tracking code, it will show how much web activity was generated by the email campaign

In itracMarketer, you can create a re-target list. This list will include all of the contacts who have not opened your previous email campaign.

Navigate to the e-blast report.

Click on the Create Retarget List button.

Your list will automatically be created.

Copy the same email campaign and add your retarget list.

You have now sent the campaign to all of those contacts who did not open your email the first time around.

When you open up or download your list you will see all of itracMarketer’s standard attributes (first name, last name, mailing address, etc.). If you wanted to add custom attributes to your list, you can easily do so:

Navigate to Lists and then Manage Lists.

Find your list and then click on Edit under Custom Attributes.

Choose which custom attribute(s) you want to add to your list by checking the check box.

You will now see the field in your list.

As a user you might have access to multiple accounts. When you log into itracMarketer you will be logged into the default account, but you will be able to switch into the other accounts you have access to.

In order to switch accounts, ensure you have the left side panel enabled:

Click 

Turn on Show Side Panel, then Save.

Click on Switch Accounts on the left side panel.

Click on the account you want to switch into.

 

When setting up an Email Campaign you can schedule it for a specific date and time in the future. Once you press confirm campaign, you campaign will go into queue (it will not be sent until the specified date and time).

If you decide that you want to change something in your campaign, you can stop it from being sent by clicking the “Delete” button in the Sent Campaigns Report.

Unfortunately if you campaign has already been sent, there is no way to recall your email.

On occasion it’s possible that your email sent via itracMarketer does not reach one of your contacts. As with any email management system, there are ways to troubleshoot this:

1. Ask your contact to check their spam/junk folder. If the email is in their spam/junk folder, ask them to add the email address to their safe sender list.

2. If the email is not in their spam/junk folder, ask them to contact their Internet Service Provider. It’s possible that their ISP is blocking one of itracMarketer’s IP addresses. Contact your Customer Success Manager to find out your IP address and then pass it along to your contact who will get their ISP to whitelist your IP address.

Once you’ve tried both methods, try resending the email to the contact.

Subscription Types can be set up in itracMarketer. Subscription Types will allow the email recipient to manage their email communication preferences on a Preference Center page when they go to unsubscribe from an email.

Navigate to the Set up Tools Nav Item.

Under the Manage Accounts section, click the Manage Subscription Types link.

You can then add your subscription types. They can either be Company based or Account based.

When an email recipient goes to unsubscribe from your email, they will be taken to a Preference Center page where they will see the different Subscription Types. They can then decide which one(s) they want to unsubscribe from.

Important: The itracMarketer user must choose the appropriate subscription type when sending the email in order to scrub against anyone who has unsubscribed from this Subscription Type.

To Suppress contacts from an Email Campaign:

1. Create a list with only those contacts that you do not want to receive the campaign.
2. Set up your email campaign.
3. Add your lists by clicking add the campaign. Add your suppression list by clicking Suppress.

 Anyone on the suppression list will not receive the campaign.

The difference between a hard bounce and soft bounce is:

A hard bounce is a permanent reason an email cannot be delivered. Hard bounced email addresses will be excluded from emails sent via itracMarketer. Below are some general reasons why this could happen:

• The recipients email address does not exist.
• The domain name does not exist.
• The recipients email server has completely blocked delivery.

Soft bounces typically indicate a temporary delivery issue to an address. itracMarketer will continue to try to send to these email addresses. Below are some general reasons why this could happen:

• Mailbox is full.
• Recipient email server is down or offline.
• Email message is too large.

The difference between an Open and a Click is:

Open: The recipient has opened the email. This happens when the recipient “downloads images”. Some email clients, like Gmail, download images automatically.

Click: The recipient has clicked any link within the sent email.

An iProfile is created for each contact within itracMarketer and contains all contact information, interaction details and activity points with the contact.

An iProfile can be accessed through any Contact List via selecting the iProfile icon. 

To edit the contact’s information within iProfile, select the pencil icon  and then the check mark to submit.

Across the top, there are multiple areas that can be filled in to manage the contact. You can create a note, schedule task, view all history, review all emails sent, etc.

 

Read: Using iProfile

Navigate to the CASL Compliance Centre on your Home Dashboard. Here is where you can configure the CASL Consent statuses of both your contacts and contact lists.

Read: Tag An Entire Contact List

Read: Tag An Individual Contact

Additionally, we have pre-set workflows for CASL.

Read: Create a Webform Optin Workflow

The Web form Optin Workflow can be added to any existing web form. Choose an existing web form from the drop down menu. By selecting a form, you are signing that any contact who registers on the selected form will enter the Webform Optin Workflow.

Now select Create a Webform Optin Workflow.

Here, you will be able to configure the workflow Conditions and Activities. You’ll notice the Activity has already been pre-set. It signifies that the contact will be tagged with Express Consent status and the source and method will be tagged Website form.

When both Conditions and Activities are set up, all that’s left to do is enable the workflow to run. To do this, select Enable.

Read: Create an Optin Expiration Renewal Workflow

The second pre-set workflow can be set up to convert a contact’s Implied Consent expiring ahead of time. Implied Consent status expires within 2 years of entering your database.

Select Create an Optin Expiration Renewal Workflow.

Here, you’ll notice two conditions have been pre-set. First, the contact’s CASL status is Implied Consent. The second condition indicates that the contact’s optin expires in less than 90 days. You can edit the condition to customize it to a timeframe you desire.

Next, define your workflow activities. You’ll notice that workflow has been pre-set for you however you can configure it. It signifies that an email will be sent with the subject “Renew your subscription.”

To configure these settings, select configure.

Select Choose Template to customize the email template.

Choose Save/Add Activity when done.

When both Conditions and Activities are set up, enable the workflow to run. To do this, select Enable.

To capture a contact’s RSVP via a button, first set up a form in the Manage Forms section. Next, retrieve the action URL.

Important:  next,add this snippet of code to the end of the action URL: &email=[*Emailaddress*]. 

Now, embed the above link into your Email Template.

 

 

 

 

 

 

 

Now, it’s time to test. Send a test email to yourself and click the RSVP button.

Lastly, add in the redirect URL, map the form to the email field, and add in any activities you prefer (add to list, send ewelcome, etc.)

Read: Tracking registrants via an RSVP button

To make a template from an HTML file, select Email Campaigns > Create/Edit a Template or navigate to the Email Campaign tile on your Home Dashboard and choose Design or View a Template.

Select Use a Blank Template from the template folders.

Highlight the default text and delete it.

Now choose Source and highlight and delete the text.

Paste in your HTML Source Code. Press Source again.

To complete, select Save and exit and name your template. Your template will now be located within the Private folder.

Read: Creating a Template using HTML

 

To manage unsubscribes, simply to go a contact’s iProfile and select Manage Unsubscribes.

To re-subscribe a contact, simply check or uncheck the options as needed.

An unsubscribe occurs when a recipient of your email communication selects the unsubscribe link contained within it. When the recipient selects unsubscribe, s/he will be asked to confirm that s/he wants to unsubscribe.

As a result, ItracMarketer will not send email communications to an unsubscribed contact. An unsubscribed contact will remain with your itracMarketer contact database.

To set up a workflow, navigate to the Automation Workflows tile on your Home Dashboard.

Begin by giving your workflow a name and then selecting Create a new Workflow.

You will now be asked to add in Conditions and Activities to your custom workflow.

First, to configure a condition, select Add a Condition.

Now select from either Standard or Custom Attributes. When set up of conditions is complete, select Add.

Next, you want to configure your actions so that if the Conditions are met, certain activities follow.

Configure the activity you would like to occur via the drop down menu. Modify as needed then select Save/Add Activity.

When both Conditions and Activities are set up, all that’s left to do is enable the workflow to run. To do this, select Enable.

Read: Creating and Managing Automation Workflows

To set up a template, navigate to the Email Campaign tile on your Home Dashboard, then select Design or View a Template.

Or select Email Campaigns > Create/Edit a Template.

Here, you’ll see circles that represented all of the template folders.

Private and Corporate are storage folders where your ready-made templates are housed. Private templates are only accessed with your company, whereas Corporate templates are accessible company wide.

Themed offer a multitude of fully editable templates to customize for your email campaign.

Lastly, blank can be used to start a template from scratch or to place in a template’s HTML code.

Read: Creating a Template using HTML

If using a Themed Template, hover of the selected template and select Copy Template.

You’ll be taken to the template editor where you can edit all the fields and labels for your form. To make changes, hover over the area and select Edit.

When all changes are completed, select Save and Exit and name your template. To access it, navigate to the Private Templates folder.

If using a blank template and creating it from scratch, enter in your template text and customize with the toolbar options. When all changes are completed, select Save and Exit and name your template. To access it, navigate to the Private Templates folder.

Read: Best Practices For Email Templates

To set up a web form, navigate to the Web Form tile on your Home Dashboard.

Begin by selecting Create.

Now fill in the information for the form’s name, description, start date and end date (optional). Select Next.

Here, you’ll be able to choose a ready-made editable template to build and customize your form. To select a template, hover over the chosen template and select Choose this Template.

You’ll be taken to the template editor where you can edit all the fields and labels for your form. To make changes, hover over the area and select Edit.

You can also drag and drop new components into your template, such as a text area, a drop down menu, etc.

When all of your changes have been made, select Next where you’ll be able to Save as Draft to work on later or Confirm Form. If you have confirmed your form, you will now be able to configure additional options such as setting up a workflow or specific actions.

Read: Create a Web Form

To view the statistics for your email campaigns, select Email Campaigns > Reports or Copy Sent Campaign from the drop down menu.

 

 

 

 

This will open up a Report showing all sent email campaigns from your account. Find your sent email campaign by searching via the subject line or campaign name. The numbers under Sent, Fail, Click, etc., are all clickable links which you can go into to view the contacts who make up these stats. Select eBlast for a more robust compilation of statistics on your sent email campaign.

To send an email campaign, select Email Campaigns from the top menu > Create an Email Campaign or select the Create and Send Email Campaign graphic from the Email Campaign section.

 

 

 

 

 

 

Fill in the fields for the campaign including campaign name (internal use only), date/time of deployment (Send Now will deploy your campaign immediately) and subject line.

 

 

 

 

 

 

Edit the From Name, Reply To Name, Reply to Email and Additional Options as desired.

Next, add in your Contact List(s) or individual existing or new contacts to your email campaign. Select Finished when done adding contacts to your email campaign.

 

 

 

 

Last, add your Email Content by either populating and designing a template (Themed Templates) or selecting a ready made template (Corporate or Private Templates). Choose Select Template and Save and Continue to add it to your email campaign.

 

 

 

Select Confirm Campaign to deploy or schedule your email campaign for a later date.

Read: Create an Email Campaign