Easy breakdown of what each option means when uploading contacts

Master Bulk Importing Error Code List

List of supported Timezones

Accepted Custom Field Format Requirements

Depending on the records you are importing, your file could include the following columns:

Date Picker

• Acceptable formats-
  • mm/dd/yyyy (e.g. 10/28/2020)
  • yyyy/mm/dd (e.g. 2020/10/28)
  • You can also replace '/' with '-'  '.' and it'll recognize the uploaded fields as a Date field (Available in our future release!)

Multiple Options, Checkbox, Textbox List

• Acceptable formats-
  • Value 1, Value 2, Value 3 ...... (e.g. Blue, Yellow, Green or Blue, Yellow, Green or Blue, Yellow , Green)
  • You can also replace ' , ' with ' ; '  ' . ' and it'll recognize the uploaded fields as the aforementioned field

Radio, Single Option

• Acceptable formats:
  • Value 1 (e.g. Blue)

File Upload, Signature

• Not Supported

Contact Owner

• To assign an owner to your contacts during the import, include the name of the 'User'
• Acceptable formats:
  • FirstName LastName (e.g. Logan Paul or logan paul)
  • LastName FirstName (e.g. Paul Logan or paul logan)
  • Note #1: Unless the user has both FirstName and Last Name, the system will not recognize it during the upload

Tags

• Acceptable formats-
  • Value 1, Value 2, Value 3 ...... (e.g. Blue,Yellow,Green or Blue, Yellow, Green or Blue , Yellow , Green)
    • You can also replace ' , ' with ' ; ' ' . ' and it'll recognize the uploaded fields as the aforementioned field

DoNotDisturb

• Acceptable formats-
  • True or False ( true or false )
  • Yes or No ( yes or no )
• Phone Number
  • For the vast majority of cases, as long as you format the phone numbers in E.164 (Ex: +1 1234567890) our system will recognize it as valid- irrespective of the default Country picked at the sub-account level
    • Additionally, if you have set the Country to the US, the following would work perfectly fine as well
      • 123-456-7890
      • (123) 4567890
      • 1234567890
      • Furthermore, if you are working with international numbers (Outside the US), we'd encourage you to visit: https://libphonenumber.appspot.com/ and run your phone number format by the tool in conjunction with the codes below to ascertain its appropriateness for upload.
• 
  
  • 
    Numerical
    • Acceptable formats-
      • 1.23.4 
      • 1234
      • .123

• 
  

  • Monetary
    • Acceptable formats-
      • 1234
      • 1,234,234,333

• 
  

  
  

  ---

  List of supported Countries

  “BD”: “Bangladesh”,   “BE”: “Belgium”,   “BF”: “Burkina Faso”,   “BG”: “Bulgaria”,   “BA”: “Bosnia and Herzegovina”,   “BB”: “Barbados”,   “WF”: “Wallis and Futuna”,   “BL”: “Saint Barthelemy”,   “BM”: “Bermuda”,   “BN”: “Brunei”,   “BO”: “Bolivia”,   “BH”: “Bahrain”,   “BI”: “Burundi”,   “BJ”: “Benin”,   “BT”: “Bhutan”,   “JM”: “Jamaica”,   “BV”: “Bouvet Island”,   “BW”: “Botswana”,   “WS”: “Samoa”,   “BQ”: “Bonaire, Saint Eustatius and Saba “,   “BR”: “Brazil”,   “BS”: “Bahamas”,   “JE”: “Jersey”,   “BY”: “Belarus”,   “BZ”: “Belize”,   “RU”: “Russia”,   “RW”: “Rwanda”,   “RS”: “Serbia”,   “TL”: “East Timor”,   “RE”: “Reunion”,   “TM”: “Turkmenistan”,   “TJ”: “Tajikistan”,   “RO”: “Romania”,   “TK”: “Tokelau”,   “GW”: “Guinea-Bissau”,   “GU”: “Guam”,   “GT”: “Guatemala”,   “GS”: “South Georgia and the South Sandwich Islands”,   “GR”: “Greece”,   “GQ”: “Equatorial Guinea”,   “GP”: “Guadeloupe”,   “JP”: “Japan”,   “GY”: “Guyana”,   “GG”: “Guernsey”,   “GF”: “French Guiana”,   “GE”: “Georgia”,   “GD”: “Grenada”,   “GB”: “United Kingdom”,   “GA”: “Gabon”,   “SV”: “El Salvador”,   “GN”: “Guinea”,   “GM”: “Gambia”,   “GL”: “Greenland”,   “GI”: “Gibraltar”,   “GH”: “Ghana”,   “OM”: “Oman”,   “TN”: “Tunisia”,   “JO”: “Jordan”,   “HR”: “Croatia”,   “HT”: “Haiti”,   “HU”: “Hungary”,   “HK”: “Hong Kong”,   “HN”: “Honduras”,   “HM”: “Heard Island and McDonald Islands”,   “VE”: “Venezuela”,   “PR”: “Puerto Rico”,   “PS”: “Palestinian Territory”,   “PW”: “Palau”,   “PT”: “Portugal”,   “SJ”: “Svalbard and Jan Mayen”,   “PY”: “Paraguay”,   “IQ”: “Iraq”, “PA”: “Panama”,   “PF”: “French Polynesia”,   “PG”: “Papua New Guinea”,   “PE”: “Peru”,   “PK”: “Pakistan”,   “PH”: “Philippines”,   “PN”: “Pitcairn”,   “PL”: “Poland”,   “PM”: “Saint Pierre and Miquelon”,   “ZM”: “Zambia”,   “EH”: “Western Sahara”,   “EE”: “Estonia”,   “EG”: “Egypt”,   “ZA”: “South Africa”,   “EC”: “Ecuador”,   “IT”: “Italy”,   “VN”: “Vietnam”,   “SB”: “Solomon Islands”,   “ET”: “Ethiopia”,   “SO”: “Somalia”,   “ZW”: “Zimbabwe”,   “SA”: “Saudi Arabia”,   “ES”: “Spain”,   “ER”: “Eritrea”,   “ME”: “Montenegro”,   “MD”: “Moldova”,   “MG”: “Madagascar”,   “MF”: “Saint Martin”,   “MA”: “Morocco”,   “MC”: “Monaco”,   “UZ”: “Uzbekistan”,   “MM”: “Myanmar”,   “ML”: “Mali”,   “MO”: “Macao”,   “MN”: “Mongolia”,   “MH”: “Marshall Islands”,   “MK”: “Macedonia”,   “MU”: “Mauritius”,   “MT”: “Malta”,   “MW”: “Malawi”,   “MV”: “Maldives”,   “MQ”: “Martinique”,   “MP”: “Northern Mariana Islands”,   “MS”: “Montserrat”,   “MR”: “Mauritania”,   “IM”: “Isle of Man”,   “UG”: “Uganda”,   “TZ”: “Tanzania”,   “MY”: “Malaysia”,   “MX”: “Mexico”,   “IL”: “Israel”,   “FR”: “France”,   “IO”: “British Indian Ocean Territory”,

  “SH”: “Saint Helena”,   “FI”: “Finland”,   “FJ”: “Fiji”,   “FK”: “Falkland Islands”,   “FM”: “Micronesia”,   “FO”: “Faroe Islands”,   “NI”: “Nicaragua”,   “NL”: “Netherlands”,   “NO”: “Norway”,   “NA”: “Namibia”,   “VU”: “Vanuatu”,   “NC”: “New Caledonia”,   “NE”: “Niger”,   “NF”: “Norfolk Island”,   “NG”: “Nigeria”,   “NZ”: “New Zealand”,   “NP”: “Nepal”,   “NR”: “Nauru”,   “NU”: “Niue”,   “CK”: “Cook Islands”,   “XK”: “Kosovo”,   “CI”: “Ivory Coast”,   “CH”: “Switzerland”,   “CO”: “Colombia”,   “CN”: “China”,   “CM”: “Cameroon”,   “CL”: “Chile”,   “CC”: “Cocos Islands”,   “CA”: “Canada”,   “CG”: “Republic of the Congo”,   “CF”: “Central African Republic”,   “CD”: “Democratic Republic of the Congo”,   “CZ”: “Czech Republic”,   “CY”: “Cyprus”,   “CX”: “Christmas Island”,   “CR”: “Costa Rica”,   “CW”: “Curacao”,   “CV”: “Cape Verde”,   “CU”: “Cuba”,   “SZ”: “Swaziland”,   “SY”: “Syria”,   “SX”: “Sint Maarten”,   “KG”: “Kyrgyzstan”,   “KE”: “Kenya”,   “SS”: “South Sudan”,   “SR”: “Suriname”,   “KI”: “Kiribati”,   “KH”: “Cambodia”,   “KN”: “Saint Kitts and Nevis”,   “KM”: “Comoros”,   “ST”: “Sao Tome and Principe”,   “SK”: “Slovakia”,   “KR”: “South Korea”,   “SI”: “Slovenia”,   “KP”: “North Korea”,   “KW”: “Kuwait”,   “SN”: “Senegal”,   “SM”: “San Marino”,   “SL”: “Sierra Leone”,   “SC”: “Seychelles”,   “KZ”: “Kazakhstan”,   “KY”: “Cayman Islands”,   “SG”: “Singapore”,   “SE”: “Sweden”,   “SD”: “Sudan”,   “DO”: “Dominican Republic”,   “DM”: “Dominica”,   “DJ”: “Djibouti”,   “DK”: “Denmark”,   “VG”: “British Virgin Islands”,   “DE”: “Germany”,   “YE”: “Yemen”,   “DZ”: “Algeria”,   “US”: “United States”,   “UY”: “Uruguay”,   “YT”: “Mayotte”,   “UM”: “United States Minor Outlying Islands”,   “LB”: “Lebanon”,   “LC”: “Saint Lucia”,   “LA”: “Laos”,   “TV”: “Tuvalu”,   “TW”: “Taiwan”,   “TT”: “Trinidad and Tobago”,   “TR”: “Turkey”,   “LK”: “Sri Lanka”,   “LI”: “Liechtenstein”,   “LV”: “Latvia”,   “TO”: “Tonga”,   “LT”: “Lithuania”,   “LU”: “Luxembourg”,   “LR”: “Liberia”,   “LS”: “Lesotho”,   “TH”: “Thailand”,   “TF”: “French Southern Territories”,   “TG”: “Togo”,   “TD”: “Chad”,   “TC”: “Turks and Caicos Islands”,   “LY”: “Libya”,   “VA”: “Vatican”,   “VC”: “Saint Vincent and the Grenadines”,   “AE”: “United Arab Emirates”,   “AD”: “Andorra”,   “AG”: “Antigua and Barbuda”,   “AF”: “Afghanistan”,   “AI”: “Anguilla”,   “VI”: “U.S. Virgin Islands”,   “IS”: “Iceland”,   “IR”: “Iran”,   “AM”: “Armenia”,   “AL”: “Albania”,   “AO”: “Angola”,   “AQ”: “Antarctica”,   “AS”: “American Samoa”,   “AR”: “Argentina”,   “AU”: “Australia”,   “AT”: “Austria”,   “AW”: “Aruba”,   “IN”: “India”,   “AX”: “Aland Islands”,   “AZ”: “Azerbaijan”,   “IE”: “Ireland”,   “ID”: “Indonesia”,   “UA”: “Ukraine”,   “QA”: “Qatar”,   “MZ”: “Mozambique” Atlantic/Canary

Currently, we permanently delete contacts in HIPAA-compliant locations.

Restoring a Single Contact

Step 1: Click on Contacts

Step 2: Click on Restore in the tabs on the top

Step 3: Click on Restore on the right of any of these contacts on the top right and this modal will appear.

Step 4: Click on Confirm

This will restore the contact(s): 

• Opportunities
• Notes
• Tasks
• Appointments
• Conversations
• Campaigns/Workflows

---

Restoring Multiple Contacts

Step 1: Select multiple contacts and restore all of them in one go:

Step 2: Click on Confirm to restore all of these contacts and their related Opportunities, Conversations, Notes, Tasks, Appointments and Manual Actions

Restoring from a Bulk Delete

Step 1: Go to the Bulk Delete operation under Bulk Actions > Click on the 3 dots and click on Restore

Step 2: Restore begins and you can check the updated restore action and it's stats on the bulk actions page

...

The "Multiple Emails for a Contact" feature allows users to add more than one email address to a contact's details: one primary Email Address and Ten Additional Email addresses. Users can add, manage, and edit multiple email addresses for a contact and choose a primary email that will be used for all actions and interactions with the contact. Additionally, the feature will support conversation for additional emails, bulk import, and emails in the near future.

Please Note:

This feature is available under the Labs section. 

What are the Additional Emails for a Contact feature?

The "Multiple Emails for a Contact" feature is a new functionality that allows users to add multiple email addresses to a contact's profile. This feature is designed to enhance the functionality of contact management by providing more flexibility in how email information is stored and managed.

Please Note:

Apart from the original primary Email Address, users may add up to Ten additional email addresses. Which is a total of Eleven Email addresses, any one of which can be toggled to be made the primary Email Address at any point.

Once enabled, users can add, edit, and manage multiple email addresses for a contact. This can be done while creating a new contact or editing an existing one. Users can specify which email address is the primary one that will be used for all communications and interactions with that contact. This can be helpful in cases where a contact has multiple email addresses for different purposes, such as work and personal email addresses.

In addition to the current functionality, future updates to the feature are planned to include conversation support for additional emails, bulk import of email information, and additional email management features. These updates will make it even easier for users to manage email information for their contacts while providing more communication and outreach options.

What are the benefits of this feature?

The "Multiple Emails for a Contact" feature offers several benefits to users, including:

• Enhanced Contact Management: This feature provides greater flexibility in managing email information for contacts, allowing users to add and manage multiple email addresses for each contact. This can be particularly useful for contacts with multiple email addresses for different purposes or roles.

• Improved Communication: Users can choose a primary email address for each contact, which will be used for all actions and interactions with that contact. This helps to ensure that communication is directed to the correct email address, making it easier to stay in touch with contacts and avoid missing important messages.

• Time-Saving: The ability to bulk import email information can save time, particularly for users who must add multiple email addresses for many contacts.

• Increased Efficiency: With the ability to manage multiple email addresses for each contact, users can avoid creating multiple contacts for the same person with different email addresses. This can help avoid duplication and confusion, and increase efficiency and productivity.

What are some usage cases for this feature?

Here are some unique usage cases for the "Multiple Emails for a Contact" feature:

• Sales and Marketing: Sales and marketing teams can use this feature to manage email addresses for different stakeholders in a company, such as decision-makers, gatekeepers, and influencers. By having multiple email addresses for each contact, teams can ensure that their communication reaches the right person, increasing the chances of conversion.

• HR and Recruiting: HR teams can use this feature to manage email addresses for candidates, employees, and contractors. This can help ensure that communication is sent to the correct email address for each person, which is particularly important regarding sensitive or confidential information.

• Non-Profit Organizations: Non-profit organizations can use this feature to manage email addresses for donors, volunteers, and other stakeholders. By having multiple email addresses for each contact, organizations can ensure that their communication reaches the right person and is tailored to their interests.

• Family Management: Individuals or families can use this feature to manage email addresses for family members, friends, and other contacts. This can be particularly useful for managing group emails or email lists, such as for a family reunion or a school PTA.

• Education: Teachers or school administrators can use this feature to manage email addresses for students, parents, and other stakeholders. Teachers can ensure that their communication reaches the right person and is tailored to their needs by having multiple email addresses for each contact.

How to add additional Email Addresses to a contact?

You could add additional email address fields when creating or editing a contact.

Adding additional emails when creating a contact: 

For creating a contact, it can be done as follows:

Adding additional emails when editing a contact: When Editing a contact, additional email addresses can be added as follows:

The Add Email button will disappear once you have a total of Eleven Email fields for a contact.

How to choose the primary email address?

You need to click on the circle next to the email you want to make primary to make the change happen. Changes will be applied once you save.

The Company Object feature is the ability to create a new entity called “Company” and map contacts under them. This can also be looked at as a grouping mechanism for a list of contacts, where a list of contacts can be mapped to a company and their consolidated activities can be tracked.

How to create a company?

To create a company, head to Contacts > Company > New Company.

Fill out the information in the fields provided and then click on Add Company:

        Please Note:

The following fields are to be filled out when creating a Company: 
Company name (mandatory): Open text field 
Phone number: Optional field Email: 
Optional field 
Website: Optional field 
Description: Optional field 
Street address: Optional field 
City: Optional field 
Postal code: Optional field 
Country: Optional field 
Validation: For mandatory fields only (Phone and Email are validated only for correct format, not checked whether they are actual phone numbers or E-mail addresses)

How to edit/update Company details:

To edit the details of an existing company, go to the Company Tab and hit the three dots next to the Company and hit Edit Company.

How to Delete a Company:

To delete a company, go to the Company Tab and hit the three dots next to the Company and hit Delete Company.

Please Note:

Deleting a company does not delete its contacts from your contacts list, it only removes the Company information from that contact's Company tab 
This tab here:
Becomes blank:

How to add contacts to a company:

At the moment, the only way to enter contacts into a company is by manually heading into their Company tab, searching for a company, and then adding them to it.

You can mark multiple contacts and then switch between them for ease of adding contacts to a company in bulk.

How to remove a contact from a company:

To remove a contact from a company, please head to the Company tab, click on the company you want to remove the contact from, switch to Contacts inside the Company tab, hit the Trash button next to the contact you want to remove from that company. When prompted to confirm, click on Yes.

Please Note:

Removing a contact from a Company does not delete the contacts from your contacts list, it only removes the Company information from that contact's Company tab and removes them from the list of contacts in that company.

Disclaimer : This is not legal advice. This help article is for informational purposes only. Always consult with your own legal counsel. 

1. What is personal data?
   • Any information which are related to an identified or identifiable natural person
2. Where can personal data be collected?
   • Funnels & Websites
3. Pre-requisites
   • Privacy policy should be displayed during obtaining the personal data
   • Get your customer's consent to process their personal data or make sure you have a legal basis for doing so.
4. How to get consent from your customers
   • Forms & Forms embedded on websites or funnels
   • Surveys & Surveys embedded on websites or funnels
   • Webchat
   • Calendars & calendars embedded in funnels or websites
   • Order forms embedded in funnels or websites
5. How can you track your "legal basis" for processing customer's personal data if they have not expressly consented to the processing
   • Create a tag for it and apply it to such contacts (where it applies) either manually or by means of an automation

Exporting contacts made easy: select desired contacts, customize columns, and download a .csv file for seamless transfers or other uses. No hassle, just quick and efficient contact management.

What is the Export Contacts capability?

This feature refers to exporting contacts from the CRM's contacts list. It allows users to select specific contacts, customize the relevant information columns, and download a .csv file. This exported file can be used for transferring contacts between accounts, importing them into another system, or for other purposes, making contact management more efficient and hassle-free.

What are some excellent usage cases of this feature and their benefits?

Here are a few good usage cases for this feature and their benefits:

Migrating contacts to a new CRM platform or another account: Exporting contacts as a .csv file makes transferring contact data from one CRM platform to another easy. This ensures a smooth transition and maintains valuable contact information when switching systems.

Benefits:

• Seamless migration between platforms
• Retention of essential contact details
• No need for manual data entry

Creating targeted marketing campaigns: By exporting contacts and customizing columns, users can segment contacts based on specific criteria (e.g., location, demographics, interests). This allows for targeted marketing campaigns with higher chances of success.

Benefits:

• Improved marketing efficiency
• Higher conversion rates
• Personalized customer outreach

Collaborating with team members: Exporting contacts enables easy sharing of contact lists, streamlining collaboration on projects, sales efforts, or customer support.

Benefits:

• Enhanced teamwork and communication
• Consistent information across team members
• Centralized contact data management

Generating reports and analytics: Exporting contacts allows users to analyze contact data in external tools or software, providing valuable insights into customer trends, preferences, and behavior.

Benefits:

• Data-driven decision-making
• Identification of customer patterns and trends
• A better understanding of customer needs and preferences

Backup and data security: Regularly exporting contacts serves as a backup, ensuring contact data is safe in case of system failures, data breaches, or other unforeseen circumstances.

Benefits:

• Protection against data loss
• Easy restoration of contact information
• Increased data security and peace of mind

Please Note:

Only account admins and location admins have the privilege to export contacts, ensuring secure access and control over sensitive contact information. This restriction helps maintain data integrity and prevents unauthorized usage of contact data.

Step 1: Access Contacts
Log in to your account as an admin.

Step 2: Select Contacts

Browse through your contacts list.
Check the box next to each contact you want to export.

Please Note

You may also use filters to specify which contacts you want to mark for export

To select all contacts on a page or the entire list, use the corresponding checkboxes.

Please Note:

When exporting contacts, only the most recent note (up to 255 characters) is included for each contact. This keeps the exported .csv file size manageable and focuses on the latest information. In the .csv file, the newest note appears as a separate column, but older or longer notes are not included in the export.

Step 3: Customize Columns (Optional)
Click on the Columns button.
Check or uncheck boxes to include or exclude specific columns in the export.

Please Note

In the Contact Export section, if users have selected the email option in the smartlist column, a new column named “Additional Email” will automatically appear in the exported CSV file. This column will contain all the additional emails arranged in one column and separated by commas(,).

Step 4: Export Contacts

Click the "Export Contacts" icon or button.
Confirm your export action if prompted.

Step 5: Download the .csv File

Wait for the export process to complete.
Download the generated .csv file containing your selected contacts and their information.
Now you can use this .csv file for various purposes, such as transferring contacts to another account, importing them into a different system, or analyzing data.

FAQs

Q1: Can I export only specific data fields for each contact in the exported .csv file?

You can customize the columns in the exported .csv file by selecting or deselecting specific data fields before initiating the export. This way, you can focus on the most relevant information.

Q2: What happens if a contact's latest note exceeds 255 characters?

Only the latest note of up to 255 characters is included when exporting contacts. If a contact's latest note is longer than this limit, it will be truncated to fit within the 255-character constraint.

Q3: Can I export contacts from multiple accounts or locations simultaneously?

You must export contacts separately for each account or location. However, you can combine the resulting .csv files in a spreadsheet application to consolidate contact data from multiple sources.

Q4: Is it possible to schedule automatic exports of contact data?

This feature is not available at this time.

Q5: How do I import the exported .csv file into another contact management platform?

Most contact management platforms provide an import feature that supports .csv files. You will need to follow the specific import instructions for the target platform, which typically involves mapping the columns in the .csv file to the appropriate fields in the new system.

This guide helps you to select multiple contacts and delete them. Please note that only Admins are able to delete contacts and associated data. Account Users are not able to do so at this time, to ensure the security of your data. . Please note that only Admins are able to delete contacts and associated data. Account Users are not able to do so at this time, to ensure the security of your data.

Step 1:

To delete a contact, please head into your account > Click on 'Contacts' > Select or search for the contact(s) that you wish to delete > Click on the 'Trashcan' icon

Step 2:

Confirm the contacts being deleted and enter "DELETE" in the text box.

Deleted contacts can only be restored within 2 months

Step 3:

Check the Stats of the Bulk Delete in the "Bulk Actions" page.

Smart Lists are innovative contact lists that allow users to customize and filter contacts based on specific conditions, such as custom fields. You can select which columns to display, and the Smart Lists update in real-time as contact data changes. Moreover, they've been enhanced with advanced conditions that allow the inclusion of contacts added between the time an Email campaign is scheduled and when it's sent out, making it a dynamic and flexible tool for effective campaign management.

What are Smart Lists?

Smart Lists are a feature in certain software platforms that provide a dynamic and customizable way to organize and manage contact lists. Rather than static lists, Smart Lists are dynamic and updated in real-time based on specific criteria or conditions set by the user. These conditions include certain behaviors, attributes, or custom fields relevant to your contacts.

For example, if you have a contact list for an email campaign, a Smart List could automatically update to include new contacts that meet the criteria you've specified since the campaign was first created. This allows for real-time, automated updates to your contact lists, making them "smart."

These lists can be filtered based on various conditions, allowing you to segment your contacts in the most relevant way to your needs. You can also choose which data columns to display, giving you a customized view of your contact information.

Usage Cases:

• Marketing Campaign Segmentation: With Smart Lists, marketers can better target their audience by creating specific lists based on certain criteria. For instance, a business can create a Smart List of customers who have purchased within the last six months and target them with a new product launch campaign.

• Customer Relationship Management (CRM): Businesses can use Smart Lists to manage customer relationships more effectively. For instance, a Smart List can be created to identify customers who haven't been contacted in a while, helping ensure consistent customer engagement.

• Sales Lead Prioritization: A Smart List can help sales teams prioritize leads based on specific attributes like lead source, lead score, or recent activity. This enables the sales team to focus their efforts on high-potential leads.

• Product Development Feedback: Smart Lists can help identify customers who frequently use a particular product or service. These customers can then be targeted for feedback or reviews, aiding product development.

• Customer Retention Strategies: Businesses can create Smart Lists to identify customers at risk of churn, such as those who have reduced their service usage. These customers can then be targeted with specific retention strategies.

• Event Planning: For businesses that hold events, Smart Lists can be used to identify potential attendees based on past attendance, location, or interest in event topics. This can assist in sending targeted invitations and planning the event capacity.

• Customer Support: Smart Lists can help identify customers who have submitted multiple support tickets or have unresolved issues. This allows customer service teams to reach out and improve customer satisfaction proactively.

How to use Smart Lists?
Setting Up a Smart List

1. Go to Contacts > Contacts/Smart Lists and hit "More Filters."
2. Pick one or multiple filters from the dropdown menu on the right side of your screen.
3. After choosing a filter, input the necessary details and click “Apply” to secure your filter.
4. To add more filters, select the “AND” option.
5. To permanently save your filter(s) as a list, click “Save as smart list” at the bottom of your screen.

Accessing, Adjusting, and Cloning Smart Lists

1. To access your Smart Lists, go to the Contacts section and select a Smart List name from the top to open it.
2. If you want to modify an existing Smart List, open it, and you'll see the saved filters for that list on the right-hand side.
3. Select the trash can icon or the X. To modify a filter, click the pencil icon or the dropdown arrow to remove a filter. Use the Save icon to store your changes.
4. You can manage your Smart Lists by navigating to "Manage Smart Lists" at the top right of the Contacts page. This area lets you duplicate, share, rename, or erase a Smart List using the icons to the right.

How To Filter By Custom Fields

Lead nurturing using Smart Lists:
Create a list of all contacts that have never been or have not been contacted in the last 90 days.

1. Go to Smart List > Go to All Tab
2. Click More Filters.
3. Type 'last' in the text box, which shows 'Add Filter.' You will see the 'Last Activity' filter as one of the options.
4. Select the last activity filter. Once it is added, click the 'More Than' radio button. Type in 90 days.
5. Click on the column's dropdown. Select the Last Activity column.
6. Press the + icon to name & save this list.

FAQs

Q: How do I add pre-existing contacts to an already-made Smart List?

A: Contacts are added automatically to a Smart List if they meet the filter conditions set for that Smart List. For instance, if a Smart List includes all contacts with the "client" tag, any contact tagged as "client" will automatically be added.

Q: Can I manually add existing contacts to an existing Smart List?

A: No, contacts are not manually added to Smart Lists. They are added automatically based on the filters and conditions set for that Smart List. If you add a tag to a contact that matches a filter condition for a Smart List, they will automatically be added to that Smart List.

Q: How can I create a Smart List in Contacts when the filter says "Pipeline" instead of "Filter"?

A: Smart Lists are essentially saved filters. If you wish to create a new one, you should clear the existing filters and add new ones. If you only see "Pipeline," it might be due to a temporary interface issue. Try refreshing the page and attempting the process again.

Q: I'm having trouble adding to an existing smart list. When I try to add more people by clicking "and," it keeps zeroing out the list. What could I be doing wrong?

A: The issue you're experiencing might be related to the filters set for the smart list. Smart lists automatically include contacts that match the set filters. If you're trying to add contacts based on a specific attribute, such as a batch ID, ensure that attribute is included in your smart list filters. If you're still experiencing problems, a useful workaround can be to tag all the contacts you want to include, change the filter to match that tag, and add contacts to the list. This way, all the contacts that share the tag will automatically be included in the smart list.

Q: I deleted a contact and didn't want to see the related smart list. Is there a way to delete all records from the smart list?

A: You can delete a Smart List by going to the "Manage Smart Lists" tab. However, remember that the delete option might be greyed out if a Smart List is shared with only one user. To delete such a list, you need to first untick the user. Once the user is unticked, the delete option will become available, and you can delete the smart list.

Q: Can I use a Smart List to create a report for conversions from a specific tag within the contacts?

A: Currently, you can create a Smart List by filtering based on that specific tag, and this list can be exported as a CSV. However, viewing conversion rates for a specific list is not directly possible. Conversion rates can only be seen from pipeline statuses marked as WON on the dashboard or from adding a source to pipeline cards and seeing the lead source reporting area at the bottom of the dashboard.

Q: Should your account admins be able to see all smart lists even if they haven't been shared with them?

A: As of the last update, this option was unavailable to your account admins. The software was working on user permissions & role-based access at a granular level, and this feature has been added to the roadmap. However, as an account admin, there's currently no workaround if someone else created the Smart List.

Q: Can a user delete a smart list they've created if they don't have access to 'manage smart lists'?

A: No, if a user doesn't have access to manage Smart Lists, they won't be able to delete any Smart List, even if they created it.

Q: Can users manage smart lists without having 'settings' access?

A: Yes, users can manage Smart Lists without having full settings access. As long as they can access the Contacts section, they should be able to create, edit, and delete Smart Lists.

Q: Is there a way to see who created and shared a smart list?

A: Currently, there is no direct way to see the creator of a Smart List. However, this feature has been discussed and is planned for future releases.

Q: Can all users see Smart Lists or just the user that created them?

A: By default, only the user who created the Smart List can see it. However, if the Smart List is shared, others will also be able to see it.

Q: Can Smart Lists be transferred between accounts or moved into a snapshot?

A: No, Smart Lists cannot be directly transferred between accounts or moved into a snapshot. They are bound to the specific account where they were created.

Q: Can Smart Lists be shared with others?

A: Yes, Smart Lists can be shared with others. The option to share is available when managing Smart Lists, allowing the user to specify who can access the list.

General Questions

Are documents under contacts shareable in nature?

DND can now be set to individual channels (FB, SMS, Calls, Emails, GMB, WhatsApp) once they are integrated with the system.

What's changed?

• Contacts that had DND switched ON previously - The system will continue to respect their wishes.
  
• Contacts that did not have DND switched on previously, the system will continue as before.

DND Statuses

• DND ‘On’ - now means NO automated/manual outbound messages are permitted to go out (previously, we let people send outbound messages manually and only restricted ‘Automated’ messages)
• DND ‘Off’ - all automated/manual messages continue to work as usual
• DND ‘Partial’ - Some Channels are unavailable for Outbound messaging (THIS IS NEW!)

What integrations channels will this affect?

If the integrations (FB, SMS, Calls, Emails, GMB, WhatsApp) exist and are functional, they’ll get enlisted as channels that users can either enable or disable independently or all together at once.

If the Integrations drop or are disconnected, please continue to reconnect. Once reconnected, the previous state in which the contact DND was set to will be respected - meaning if you DND’d a contact for FB Messenger, it’ll continue to DND that contact in FB Messenger.

How does it work in the case of emails?

The system will Auto-Enable DND for a contact if the criteria below is met:

• ISP email permanent failures such as bounce, generic, suppress-complaint, suppress-unsubscribe, and suppress-bounce. (Understanding Mailgun Suppressions)
• When a recipient unsubscribes or marks the email as SPAM (Mailgun complaint event).

Please Note:

Location/account users will then have the option to disable the DND from within the contacts record for all the above reasons, except when marked as SPAM.

How to remove email DND for a Contact?

When a user is marked as DND for any bounce and/or suppression events, please head into Mailgun or your ISP provider and remove the contact's email from the suppression list, then continue to validate the email before enabling the DND in the system.

How does it work in the case of SMS?

There are 2 ways in which the DND will be enabled:

1. If the customer replied with Opt-Out keywords like STOP, UNSTOP, UNSUBSCRIBE, or CANCEL
2. If we get 30003, 30004, 30005, 30006 any of these error codes from Twilio

Two types of DND will be applied to a contact:

• Temporary -> If we get 30003, 30005, and 30006
• Permanent -> If we get 30004 or receive Opt-Out keywords mentioned above

How to remove SMS DND for a Contact?

• Temporary -> Can be updated from within the contact record.
  
• Permanent -> Cannot be updated from within the contact record; it can only be removed if the contact replies with START or the your account shares the contact's Opt-in info with support. 
• Once approved, support will remove the contact's DND.

Please Note:

When sharing your opt-in info please include the relationship number(s), contact, and a loom showing the contacts opt-in permission

General Questions

Why do I need to confirm my contacts have consented to hear from me while importing contacts?

• Protect Your Sending Reputation: Importing bulk contacts without proper consent can lead to higher bounce and spam rates, negatively impacting your sending reputation.
• Prevent Issues with Purchased or Rented Lists: Even if some lists claim to have opt-in consent, they may not be suitable for marketing communication tools. Contacts from purchased or rented sources are likely to bounce, unsubscribe, mark emails as spam, and may cause blocklistings.

Bulk Action Status

To view the status of a Bulk Action, go to Contacts > Bulk Actions > Click on the 3 dots Tab where you can view the status and/or pause the action.

Rate limits for:
    Add in drip mode:

• Frequencies of 30 sec - 1 min: 1,000 messages per minute
• Frequencies of 5 min: 4,999 messages per minute 
• Frequencies of 6 min - 10min: 5,000 messages per minute
• Frequencies of Above 10 min: 10,000 messages per minute

    Add all at once & Add all at a scheduled time (except Bulk Email)

• 0 to 25k contacts -> 60K contacts processed per hour
• 25k to 50k contacts -> 30K contacts processed per hour
• 50k to 100k contacts -> 24K contacts processed per hour
• 100k contacts and above -> 18K contacts processed per hour

    Add all at once & Add all at a scheduled time (except Bulk Email)

• 60K contacts processed per hour

Scheduling bulk actions

Bulk Actions cannot be scheduled to run more than 720 hours in the future (approximately 30 days)

By default, incoming Facebook Messages will create a new contact in the software based on the name, which will be a duplicate contact if that person has already completed a Lead Ad Form. 

By toggling ON the "Merge Facebook Contacts By Name" setting in Settings - Company Settings, however, you can automatically merge incoming FB Messenger contacts with the existing contact.

The Allow duplicate contact option only applies to contact coming from Zapier / other Forms. So we won't be able to create two contacts with the same email or phone number from the CSV contact upload. When importing contact, by default, We create contacts and merge based on the contact's phone number or email address.