Accounts and instances

Campaign Factory, the world’s first centralized marketing management solution, empowers marketers to manage multiple marketing automation instances from one place. This document serves as a guide for defining, creating, and accessing accounts and instances within Campaign Factory.


  • Account:  An account is a group of Campaign Studio instances. Customers requiring multiple levels of management and separation between groups use accounts. The most common use cases include separating brands within a territory (or territories within a brand) for a large enterprise, agencies, or OEM partners managing multiple customers. Users with account-level access in Campaign Factory can see summaries for usage and reporting across all instances within the account.
  • Instance: An instance is where an everyday user logs in to manage campaigns, messages, contacts, and more. Typically, when a marketer thinks of signing into a marketing automation platform, they’re thinking of signing into an instance. Each Campaign Studio instance must be part of an account.


Creating an account

  1. To access Campaign Factory, go to

  2. Enter your sign-in information.

  3. In the left navigation pane, click Accounts.

  4. If you already have accounts, the system displays the list of your accounts. If not, click Create in the top right corner.


  5. Enter the account’s information:

    • Name: The account name is the title for the group of instances you’re creating. For example, an agency creates Account 1 for Customer 1 and that customer may have multiple instances. The agency would create Account 2 for Customer 2, etc. A corporation can create Account 1 for Brand 1, and that brand may have several instances for different geographic regions. Similarly, Account 2 for Brand 2.

    • Tags: Both Accounts and Instances use tags, which help users find certain accounts or instances using the filtered search.

    • Contacts Limit: The sum of the contacts you’d like to assign for all instances in the account. You can edit this later. Each Campaign Factory contract includes a specific number of accounts, instances, and contacts. If you have one account, enter the total number of contacts you have. If you have multiple accounts, you must decide how to distribute the contacts.


      If the combined contacts usage for all the instances reaches the contact limit set for the account, reach out to your Customer Success Manager to revise the limit.

    • Monthly Email Limit: As a standard practice, Acquia recommends setting this to 5x the contact limit. If you expect to send more emails, work with your Customer Success Manager to find an appropriate number.

  6. Click Save.

Account dashboard

Accounts Page

To see summary information of all instances in an account, click the name of the account you’d like to view from your Accounts list. The Account Overview displays.

  • Branding: In the top right corner, click Branding to add colors and logos to all instances within the account. For more information on branding in Campaign Factory, see Custom branding for Campaign Factory.

  • Summary: This set of cards displays the growth of the account in:

    • Instances
    • Users
    • Contacts
    • Unsubscribes

    These cards display change over time, selectable by the time period menu:

    • Today
    • Last week
    • Last 30 days
    • Last 60 days
    • Last 90 days
  • Identified contacts: A graph for the number of contacts identified over the selected time.

  • Users: The users list displays all users who have access to the instances in the selected account including:

    • User name
    • Email address
    • The user’s Role in Campaign Factory
    • The Last visit: when they last signed in to Campaign Factory
  • Status: The percentile graph and details identify:

    • Total available contacts: The number of contacts provided to the account.
    • Total used contacts: The number of contacts used by the account.
    • Average instance contacts: The average number of identified contacts for each instance.
    • Largest instance contacts: The highest number of identified contacts for an instance.
    • Smallest instance contacts: The smallest by number of identified contacts for an instance.
  • Instances: The final section on the Account page is the list of instances associated with the account. Users can search for any instances and apply filters for account, location, and tags in the All Accounts menu.

    • Click an Instance name to display the instance page.
    • Click the Domain to visit the instance and sign in. If you’re logging in for the first time, Campaign Factory creates a user for you.
    • Tags display the tags added to the instance for search purposes. Usage is a basic graph to display the percentage of known contacts versus total allowed contacts for the instance.

    In Actions, click the pencil icon to edit the instance or the trash can to delete it. Deleting an instance is permanent.


Creating an instance

All new Campaign Studio instances are initially created in Campaign Factory.

  1. To access Campaign Factory, go to

  2. Enter your sign-in information.

    Campaign Factory customers can create instances from the Accounts or Instances page.

    New Campaign Studio-only customers must ignore the upgrade message displayed on the Accounts page, and continue to create their new instance by navigating directly to the Instances page.

    upgrade to acf message

  3. On the Instances page, click + New Instance. Campaign Factory customers can also create instances from the Accounts page after creating an account.

    Campaign Factory displays the Create a new Instance dialog box.

    Create Instance


    For Campaign Studio-only customers: If the Account and Location fields do not prepopulate with your details, contact your Account Manager or open a support ticket.

  4. Enter the following information to create the instance:

    • Type: Campaign Factory works with both Campaign Studio Cloud Pro and the open source, community version of Campaign Studio. It’s possible to buy a subscription to only Campaign Factory, or only use Campaign Factory to migrate an existing community instance to a new cloud instance. Campaign Studio Cloud is the default.

    • Name: A basic title for the instance, which displays on your instance lists and on the Instances page.

    • Subdomain: The subdomain is where you’ll go to access your Campaign Studio instance, and what appears as the root for any landing pages (including preference center pages) built in the instance.


      Instance subdomains can’t exceed 63 characters.

      To customize your domain:

      1. Enable the I have my own domain toggle bar.

      2. Enter the custom domain. You must include both the subdomain and your website’s domain.

        Example: For, Campaign Studio will always also save a subdomain with, which is necessary for the database.

      3. After deciding the subdomain that you want to use, you must add a record to your DNS manager. Sign in to your domain name’s host, and create the following record:

        Type: CNAME Name: [subdomain] (example would be 'engage') Points to:, for instances created with Campaign Studio
        EU location, or for Campaign Studio APJ users.

        Once you’ve added the record, sign in to your Campaign Studio instance using the custom domain. DNS propagation affects the availability of the custom domain. While it’s possible to change the subdomain after you’ve started using Campaign Studio, Acquia recommends setting it up at instance creation.


      Once you create a custom domain, Campaign Factory allows you to validate the domain. To do so, select the (Re)Validate Custom Domain option that appears on the Instance Overview page. However, note that this option doesn’t appear if you don’t create a custom domain.

    • Account: Select the Campaign Factory account you’d like to attach the instance to.

    • Location: Campaign Studio has data centers in the US, EU, and APJ. A user can create an instance in any location from the same Campaign Factory login, and can have instances in one or more data centers. Not all subscribers will see options for all locations. If you don’t see the option you need, contact Acquia support.

    • Template: Campaign Factory enables instance templating, so if you’ve created at least one template you’ll can select which template to create the instance with. For more information, see Creating a template instance.

      • Link to Template: This check box appears on the page after you select a template. You can select this check box to enable template inheritance. Template inheritance helps you to create new instances that are linked to a template instance. You cannot edit the resources, such as campaigns, segments, and emails, that are inherited from the template instance.

        Once an instance is linked, all resources in the template are locked in the instance and you’ll see a lock icon next to them. However, you can still clone the locked resources.

        When someone makes changes to the template, you can sync the resources from the template overview. You can sync the resources one at a time or sync all changes. If you sync a campaign, all dependent resources, such as emails, forms, and segments used in the campaign, are also synced. You’ll be shown a list of all instances where the changes will be synced.


        The option for linking the instance is displayed only for the templates that are created after April 26, 2021.

    • Tags: Like Account tags, instance tags help with searching for instances that meet certain criteria.

    • Monthly Email Limit: As a standard practice, Acquia recommends setting the limit to 5x the contact limit. If you expect to send more emails than that, work with your Customer Success Manager to find an appropriate number.

  5. Click Save.

Creating a template instance

Template instances are part of the Golden Template feature. A template instance (parent) is used for creating child instances that inherit the properties of the template instance.


Templates are not counted towards your instance limit total.

  1. Click the Gear icon on the top right of the screen, and select Templates.

    Campaign Factory redirects you to the Instance Templates landing page.


  2. Click Create.

  3. Enter the following information to create the template:

    Create new template

    • Name: A basic title for the template, which appears on your template lists and the Template details page.
    • Account: The Campaign Factory account to which you want to attach the template.
    • Location: Campaign Studio has data centers in the US, EU, and APJ. A user can create a template in any location from the same Campaign Factory login, and can have templates in one or more data centers. Not all subscribers will see the options for all locations. If you don’t see the option, contact Acquia Support.

Instance dashboard

Instance Dashboard

To see summary information about an instance, select the instance name from either the main Instances list or from the Instances section of an Account page.

  • Contacts: Shows the number of Active, Identified (known), Unidentified (anonymous), and Unsubscribed contacts created in the selected time. Use the menu to the right of Contacts, and select a time to see statistics from:
    • Today
    • Last week
    • Last 30 days
    • Last 60 days
    • Last 90 days
  • The Identified contacts graph shows growth over:
    • Today (by hour)
    • Last 7 days (by date)
    • Last 14 days (by date)
    • Last month (by date)
  • Quick Links:
    • Edit instance: Displays a dialog box with the instance’s data (same as Create Instance, editing the selected instance).
    • Custom branding for Campaign Factory: Enables a user to change the logos and colors.
    • Login to instance: Takes a user out of Campaign Factory and directly into the Campaign Studio instance. This creates a new user, or signs any new or existing user into the instance.
    • Delete instance: Permanently deletes the instance.
  • Account Information: Displays which Account the Instance is associated with, and the Account admin. The Usage graph and Contact Limit data are for the instance.
  • Instance Resources: Lists all potential resource types available for copying to another instance. To copy a resource:
    1. Click the Copy icon next to the resource.
    2. Select the actual item you’d like to copy and the instance you’d like to copy to.
    3. Click Save. Campaign Factory will copy everything associated with the item to the destination instance.
  • Resource Statistics: Click any of the numbers for Contacts added, Page hits, Form submissions, Asset downloads, or the links for Campaigns, Emails, Segments, or Stages to go to the statistics page for the resource type.
  • Team Members: Shows all Campaign Factory users who have access to the instance.