Contacts

What You'll Learn

How to add Contacts

How to delete Contacts

How to update Contact files

How to create a Suppression List

How to Unbounce a Contact

How to Resubscribe a Contact

What information the Contact Activity Stream provides

How to sync Contacts to and from your CRM

Adding Contacts

There are a few ways that Contacts can be created in your Net-Results Instance. These include:

  • Creating a new contact in Net-Results (Manual Add)
  • Uploading a .CSV file
  • Website visit (Automatically added in Net-Results)
  • Syncing with your CRM

Create New a Contact

You can manually add in an individual Contact at any time by navigating the the Contacts and Accounts Tab. You will be brought to a blank Contact Detail page where you can enter in all known information for your Contact.

CSV Upload

If you have a current list of Contacts you would like to import into your database, you are able to upload .CSVs easily into the UI. Simply navigate to the Upload menu under Contacts and Accounts.

You .CSV must be formatted matching the instructions on the Upload page. There is also a helpful video on the right hand side of the Upload instructions.

After adding your .CSV you can add Contacts to a List and map fields so that all information appears in the correct place! (NOTE: We highly recommend having Custom Fields set up before you start importing Contacts. Read more on Custom Fields here.)

Format Your CSV

The first row of the file (aka the Header Row) must contain names of the column headings/contact attributes corresponding to the data in that column. All subsequent rows represent a contact you wish to update or add.

Each column, or comma separated field, specifies a contact attribute. Unless you’re composing the file in a text editor, like Notepad, you do not need to put the commas in yourself; this is handled automatically for you in applications like Excel when you choose to save the file in CSV format.

Note: You may separate your fields with a comma or a semicolon as is customary in Europe and other regions.

Here is an example of properly formatted CSV:

A properly formatted CSV sample
To create in CSV format from Microsoft Excel, choose to Save As, and select CSV (comma delimited) *csv as the File Type.

  • MAC USERS: When saving your CSV file in Microsoft Excel, you will want to select the Windows Comma Separated (.csv) format.
  • Text Qualifiers: This refers to the fourth row in the example above. When the data for a field has a comma in it, that data must be surrounded by text qualifiers (usually quotation marks) so that the comma is not counted as a delimiter. Again, Excel does this automatically for you when you choose to Save As CSV, but you may see them if you open up the file in a text editor.

Website Visit

Adding the  Net-Results tracking beacon to your website allows us to create a record for each visitor to your webpage. When a prospect first visits your site they will be assigned a Contact ID and record, and tracked as an anonymous visitor in the Net-Results UI.

Should the visitor choose to identify themselves by filling out a form, for example, this Contact file is updated and they become a known Contact. This entire process happens automatically.

It’s worth noting that Anonymous Contacts (those who visit your site but who have not identified themselves) will not be counted toward your billing total.

Sync with CRM

One of the easiest ways to get Contacts into your instance is through your hourly downsync that occurs with your CRM. Net-Results will pull in up to date data on Contacts and active Leads.

For more information on Syncing with your CRM check out the articles below:

Contact Details

Each Contact within Net-Results has a Contacts Detail page. Here you can find collected demographic information and view List Memberships, Subscriptions, and Lead Score. In addition to the Standard Fields included under Contact Details in the Contact File, you may choose to add custom fields as well. You can later create segments using these fields (both standard and custom).

The Activity Stream

In addition the Activity Stream on the right hand side is a window into all the activity for an individual Contact. For example, view when a Contact received and opened a specific email sent as part of a campaign.

Use the drop down menu to select the specific topic you would like to see or choose “All Activities” for an overview.

Mailable Contacts

Mailable contacts are those known Contacts who are eligible to receive email communications.

Net-Results considers a contact mailable if they meet the following three criteria:

  1. The Contact has a valid Email Address
  2. The Contact is not Bounced
  3. The Contact is not Unsubscribed

Net-Results Campaigns automatically filter for mailable Contacts, so when adding your conditions to the Participant Tab there is not need to segment out based on email or bounced/unsubscribed status.

Non-mailable Contacts

A Non-mailable Contact refers to a known or unknown Contact who is ineligible to receive email communications via Net-Results.

Non-mailable contacts fall into one of three categories:

  1. Anonymous
  2. Bounced
  3. Unsubscribed

Non-mailable Contacts, including Anonymous, Bounced, and Unsubscribed do not count toward your monthly billing.

Anonymous Contacts

Anonymous Contacts are created when an unknown user visits your web page, while you’re leveraging the Net-Results Tracking Beacon. This allows you to learn more about your customer base before they ever convert.

Many Anonymous Contacts eventually convert, such as by submitting a web form. When this happens, we update the Contact file merging known data (such as page visits and duration) to give you a more complete picture of a given contact’s behavior.

Bounced Contacts

Bounced Contacts are those for whom the email address on file has been determined to be invalid. It may be that the email on file does not actually exist or that the inbox is currently unable to receive communications due to being full. Either way, Net-Results will filter out Contacts who bounce from future mailings automatically to help protect your send reputation.

It is possible to manually “unbounce” a Contact in Net-Results, either from within the contact file or by leveraging a CSV upload to update multiple records. We only recommend doing so for Contacts whose status you are confident has changed. Read more on our blog post: Easily Unbounce a Contact 

Unbounce a Contact

Unlike unsubscribes, bounce status is not as cut and dry as a contact requesting to no longer be contacted. Bounces can occur for many reasons, some of which may be resolved, making the recipient eligible to receive communications once more.

While it may be easy to unbounce a contact, it’s a good idea to only do so once you’re confident the issue has been resolved. Continuously mailing Bounced Contacts can hurt your send reputation and thus your deliverability in the long run.

In Net-Results, unbouncing a Contact is easy:

    • Navigate to the Contact Details page. Scroll to the bottom of the page until you see “BOUNCE STATUS”.
      • If the Contact’s email address is set to “Bounced”, you’ll now see a reset button that allows you to reset the Contact’s bounced status.
    • Simply click the reset button and click “Yes” to confirm that you want to unbounce the Contact.

If you have more than a few Contacts who you wish to unbouce, it can be more efficient to leverage a .CSV file to reset their status.

Your .CSV will need to have two columns:

  1. Contact ID (As an alternative, you may use “Email” instead)
  2. Bounced Contact

The Contact ID or Email column will be used to specify which contact file you are updating. The Bounced Contact column should contain the value “False” for each contact you wish to unbounce.

Once the .CSV is uploaded the Contact’s Bounced Status will be reset.

Unsubscribed Contacts

Unsubscribed Contacts are those who are completely opted out of Marketing Communications in your Net-Results Instance. A Contact can become unsubscribed at any time. Once they do, they will automatically be filtered out of future mailings, even if they unsubscribe partway through a campaign.

If you’re leveraging a Preference Center and Subscriptions within Net-Results, it’s possible that you have Contacts who are selectively opted into some communications, but not others. Such Contacts are still mailable and not counted as Unsubscribes.

Request a Resubscribe

Unbounce and Request Resubscribe Demo GIF

On occasion, it may be appropriate to request to have a Contact resubscribed. Resubscribed contacts are those who were previously unsubscribed, but who wish to receive future communications.

The process for requesting a resubscribe is simple, however, company’s should use careful consideration before having a Contact removed from their unsubscribe list. Your company may have a policy in place for properly determining which contacts are or are not eligible to be resubscribed.

To submit a resubscribe on behalf of a contact:

      • Navigate to the Contact Details page. Scroll to the bottom of the page until you see the contacts unsubscribed status.

     

    • If the Contact’s email address is set to “unsubscribed”, you’ll now see a reset button that allows you to submit a resubscribe request. Resubscribe requests are evaluated on a case by case basis, so it is important to provide a reason when submitting this type of request.

It is important to note that  Net-Results does not send out invitations to resubscribe on behalf of any customer or company, nor are we responsible for verifying the validity of your requests.

Resubscribing contacts who do not actually wish to receive communications could severely damage your deliverability and send reputation. We always advise customers to be mindful and to refer carefully to their internal policies on these matters.

The Contacts Dashboard

You can view both your non-mailable and mailable contacts by visiting the Contacts Dashboard located under Reporting Tab in Net-Results.

Navigate to Reporting > Dashboards > My Contacts.

There is also a link in the top left corner of the Contacts screen.

Here you will find information and statistics on all your Contacts within Net-Results.

Mass Delete a Group of Contacts

You can mass delete Contacts in your Net-Results instance via a .csv upload.

  1. Format the list of Contacts into a .CSV file with 2 columns
    • A column labeled “Email Address” or similar
    • A column labeled “Delete Permanently” (you must use this exact label, though it’s not case sensitive)
  2. The “Delete Permanently” column must contain the word “true” (or the number 1) for all emails.
  3. Save your csv.
  4. Follow the normal steps to upload the CSV into Net-Results and the Contacts will automatically be deleted.

NOTE: Uploading this .csv file will cause those uploaded Contacts to be permanently deleted so please use this capability with deliberate intention.

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