FAQ Send
This section gathers the most frequently asked questions related to the use of the Send platform. It can be helpful to clarify doubts and quickly consult the configuration steps for the main features.
My contactsend
Where can I find the report files downloaded from the platform?
Go to My Contactsend > Download.
Configure
What are the limitations for creating a new Database?
The file to be used must be in .csv or .xls format.
The header must not contain accented letters, spaces, or special characters. It is mandatory to include at least one field, such as an email address.
There are no limits to the number of columns or the file size, but it is recommended not to exceed 20 MB to ensure optimal performance. For larger files, it is suggested to split them into multiple parts.
What is the PK_ID?
The PK_ID is the primary key associated with each user in the database. It is a unique, numeric, non-negative identifier automatically assigned by the platform.
What is the basic filter?
The basic filter is a criterion that can be applied to the database to automatically exclude certain users from receiving communications.
A common example is the use of the subscription field cls=1, which allows selection of only those users who have confirmed their subscription.
I have uploaded a new database but I cannot see all the database fields, why?
By default, only the email field and the pk_id (database primary key) are visible.
To make the other fields visible, go to: Configure > User db > select the database to manage > Configuration > Field management > enable the "visible" checkbox next to the field to display.
How can I check if a user is present in the database?
Go to Settings > User DB > select the database you want to manage > Users > Search Users.
Enter the email address in the email field and click Search.
How can I remove from the database the users who are on the blacklist, in order to get an accurate count of the actual sends?
Go to Configure > User DB > select the relevant database > Tools > Clean data > Data in Blacklist.
This function removes blacklisted users only from the database, but does not permanently delete them from the company blacklist.
Where can I find the unsubscribe link?
The unsubscribe link can be retrieved from the section Configure > Groups > Email Groups by clicking on the subscriptions icon in the tasks column of the email group that will be used for sending the campaign.
Then, click on the Manage icon > Unsubscription details, to find the link to insert in the template, which is also available in different languages.
What is a seed list?
A seed list is a set of email addresses used to receive an automatic copy of all real deliveries sent (no test deliveries), for monitoring or control purposes.
It can be configured in Configure > Automation > Seed Lists.
For more details, please refer to the dedicated section available at this link.
Create
What is the syntax to insert the online version “If you cannot view” in the message content?
The dynamic placeholder to insert has the following syntax: ${online_version_url}$
How can I insert a dynamic field within the subject line or the email?
Use the syntax ${field_name}$ within the subject line or the body of the message.
Inside the brackets, enter the name of the field you want to make dynamic, exactly as it appears in the sending database.
What is the recommended size for an HTML?
The recommended maximum size for HTML code is 60 KB.
It is advisable not to exceed 100 KB to ensure that the message is not truncated by receiving email systems such as Gmail, which cuts messages at 102 KB.
How many characters are allowed in SMS sends?
By default, 160 characters are available.
To have more characters at disposal, it's possible to enable concatenated SMS by requesting it from Customer Service, in which case each SMS will have a limit of 153 characters.
Can I insert a dynamic field that changes based on its database value inside an SMS?
Yes, by using the syntax:
${field_name}$
Attention: The number of counted characters varies depending on the content of the field in the database.
For example, the dynamic text ${name}$ will retrieve the content of the “name” field from the database.
Each user will have a name of different length, which will affect the final length of the SMS.
Communicate
Can I edit a delivery that has already been created, but not yet sent?
Yes, by going to Communicate > Email Deliveries > Ready and clicking on the second icon “edit email content” next to the delivery of interest.
The system will redirect to the email/message content creation section, where the content can be modified.
After making the changes, click Next until reaching the confirmation page.
The modified delivery will then be available again in Communicate > Email Deliveries > Ready and will be assigned a new ID.
Analyse
What is a virtual group?
A Virtual Group is a dynamic container that allows you to group deliveries based on specific criteria (e.g., all deliveries sent within a certain time range). Data related to virtual groups can be checked on the Analyse > Group Analysis > Virtual Groups area. You can configure one:
- from the Configure > Groups > Virtual Groups area
- by saving a search made in the Analyse > Campaign Archive area.
For more details, please refer to the dedicated section available at this link.
How can I check if a user has received, opened, or clicked a specific send?
Go to Analyse > Campaign Archive, search for the send of interest, and click on the Radar tab. Enter the user's email address in the box to verify.
How can I see if and which deliveries a user has received?
To view the deliveries received by a specific user, go to the Analyse > User Management > User Statistics section, enter the user’s email address, and select the desired time range.
The generated file will be available from the My contactsend > Downloads section.
Where can I view the company’s sending volumes for a specific time range?
From the Analyse > Special Reports > Company progress section, it is possible to define a desired time period and view the related sending volumes in the Tot column.
Where can I view the list of subscribed/unsubscribed users?
From the Analyse > Special Reports > Subscription/Unsubscription Check section, by clicking on the Subscribed or Unsubscribed tab, it is possible to view and download the list of users who have subscribed or unsubscribed within the past year.