FAQ CDP

This section gathers the most frequently asked questions about using the Customer Data Platform (CDP).
It can be helpful to clarify doubts and quickly consult the configuration paths for the main features.

User Profile

Where can I change my password?

The password can be changed by logging in here with the credentials.
Once logged in, click the icon at the top right and select: Profile > Security center > Change password.
Then enter the old password, the new one, and save the changes.

Customers

How can I check if a user is present in the CDP customer list?

In the Customers > Customer list section, the list of uploaded profiles is displayed.
A search (simple or advanced) can be performed to find a specific profile.
By clicking on the profile of interest, the related data can be viewed (profile, subscriptions, consents, purchases, events).

Segments

How many rules can a segment have?

A segment can contain a maximum of 10 rules.

Can I combine already created segments?

Previously created segments can be combined from Segments > Segment list > Create Combined.
The segments to combine must be selected from the dropdown menu, and the desired operator set (AND/OR/EXCEPT).
Up to a maximum of 4 segments can be combined.

What types of plans can I create?

It is possible to create single, recurrence, or partition plans.

What happens if I edit a segment used in a scheduled plan or a draft?

Editing a segment has no impact on scheduled plans or drafts that already use it.
To apply the changes, go to the Segments > Plan list section, select the relevant plan, click Edit, and save it again.

Can I send a test email before saving my plan?

During plan creation, after selecting the Mail Delivery action type and configuring and saving all the settings, click on the three-dots icon on the right and select Send test.
The test can be sent after choosing an existing test list or creating a new one.
The email addresses included in the test list must be present in the CDP customer list.

Can I edit a recurring plan?

Yes, it can be edited from the Segments > Plans List > Recurrences section.
Simply select the desired plan, click on Edit, make the necessary changes, and save.

Can I edit a partitioned plan?

A partitioned plan can be edited from the Segments > Plan list > Partitions section, but only if no partition has yet been sent.
Otherwise, the plan can only be deleted.

What happens if I modify a template that is already included in a plan ready to be sent?

The changes made to the template are not automatically applied to the plan.
To use the updated version, edit the plan, reinsert the updated template and save the plan again.

Can I check the reason why a plan failed?

In the Segments > Plans list section, failed plans are listed in the Errors tab.
By clicking the + icon to the left of the plan name, the reason for the error can be viewed.

Automations

What types of sources can feed an automation?

• A default source, which receives contacts from a segment via a plan (always active).
• A source with an input event trigger, which receives in real-time the contacts that respond to a specific event (if activated).

Can I edit a running automation?

To edit a running automation, it must first be paused before making the desired changes.
Only the content of individual journey steps can be edited.
To change the structure of the automation, clone it or create a new one.
It is not possible to delete a running automation, only to archive it.

Send

Where can I view the statistics related to deliveries created by the CDP?

Reports are available in the Send module, in the Analyse > Campaign archive section.

• The Bulk deliveries tab contains data from plans.
• The Immediate Message deliveries tab contains data from automations.

Settings

What is the DND (Do Not Disturb) policy?

The DND (Do Not Disturb) policy is a set of one or more rules that allow to manage the number of communications that can be sent to recipients within a given time frame.
For example, it is possible to send a maximum of one communication per day to the same user.
To configure it, go to Settings > Segments > DND policy. The policy can then be selected when creating a plan.

To which platform module can the DND policy be applied?

The DND (Do Not Disturb) policy can be applied exclusively to Plans in the Segments module of the CDP.

Can I receive an alert if a plan fails?

Yes, if the user has the necessary permissions, can access Settings > Segments > Alert configuration.
From there, select the email address of the user who should receive the notification.
Only platform users who have access to the workspace can be selected.