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Contacts and companies

The core of marketing automation is getting the right message to the right people at the right time. This article is a deep dive into contacts in Campaign Studio, including how to add contacts to your instance and what you can do and see on each contact record.

Adding contacts to Campaign Studio

Quick Add

contacts-quick-add

Quick Add is a short form with the fields you deem most important. To display fields in the Quick Add form, make them available on short forms in the custom fields configuration.

+New

contacts-add-new

This form of manual addition displays all published contact fields when creating a new contact.

Form submission

Campaign Studio creates a new contact if a person submits a form and no existing contacts in the instance have the unique identifier the person used on the form submission. Typically, Campaign Studio uses email address as the unique identifier, but it’s possible to change the unique identifier.

If a person submits a form using a unique identifier for an existing contact, the existing contact record updates with any new information from the form.

Plugin

Campaign Studio has several plugins available. See Plugins directory for help in setting up the plugins you will use.

API

The flexible, API-first architecture of Campaign Studio enables users to add new contacts through the API from virtually any source, if the source has an open REST API. To use the API, you must enable it in Settings > Configuration > API Settings and add your application in Settings > API Credentials. See our developer documentation for help.

CSV import

contacts-import

Campaign Studio accepts CSV files. When saving your CSV file, be sure to encode it in UTF-8 format. Complete the following steps to import your CSV file:

  1. Create custom fields in Campaign Studio to match the fields in your list.

  2. Set up users with contact permissions if you want to assign contact ownership

  3. If you want to add the contacts to a segment, create the segment. All you need for the segment is a title and to set it as published.

  4. Be sure to clean your data:

    • No accents or special characters
    • Capitalize names (important if you will be using tokens in Campaign Studio emails)
    • Check formatting on email addresses, phone numbers, data values, etc.

    Once you’ve completed those steps, you’re ready to import.

  5. In the menu next to Quick Add, click Import.

  6. Choose your UTF-8 encoded CSV file.

  7. Adjust Delimiter, Enclosure, and Escape if necessary. The default settings are comma (,), quotation mark ('), and forward slash (/).

  8. Select Contact Owner, Contact Segment, and the desired Tags. These fields are optional.

  9. Map the fields in your CSV file to the fields you want your data saved to in Campaign Studio.

    Map the Company name to the Company name field under Primary Company, not the contact’s Company field.

    Note

    If the column header in the CSV matches the Alias of any of your Campaign Studio fields, the system maps those columns and fields.

  10. Click Import.

At any time, you may review the import history to see what files you’ve uploaded, how long it took, the number of contacts

  • inserted: new contacts added
  • updated: existing contacts where the data was merged
  • ignored rows: rows that were not imported

and when the import took place.

Contact records

Details

Information Tabs: Campaign Studio enables organization of custom fields into Core, Social, Personal, and Professional. Edit the individual fields in Settings > Custom Fields to change which fields display in which tab. Tabs which don’t have any fields assigned won’t display.

Sidebar: Key information, including the image, points, stage, contact owner, address, email, address, phone numbers, upcoming events (scheduled campaign events), associated companies, and tags are shown here. To change a contact’s primary company, click the yellow checkmark on the company you want to assign as the primary company. You may collapse the image by clicking the arrow in the top right corner of the image.

Image

contacts-image

Gravatar: By default, Campaign Studio pulls images from Gravatar. If there’s a Gravatar associated with the contact’s email address, Campaign Studio will add the Gravatar photo to the contact record.

Custom: To add a custom image file to a contact, edit the contact record and look for Preferred profile image under the image placeholder.

Social: If you’ve enabled social plugins and the record includes a social profile, you’ll see options to pull in profile images.

Engagements

The engagements and points graph shows the last 6 completed months with how many events are on the contact’s activity history, and the change in points for each month.

History

Event history tracks any engagements between Campaign Studio and a contact. To find certain event types, search in the Include events by source text box. To exclude event types from the history while you’re looking at it, use Exclude events by source.

Accessed from IP: IP addresses which the contact has opened or clicked emails, visited your tracked pages, etc. from.

Asset Downloaded: Lists which assets have been downloaded from your pages or website. Combining this information with other data can help with analyzing what led a contact to download the asset.

Campaign Action Triggered: Actions within campaigns which have already happened.

Campaign Event Scheduled: Actions within campaigns which take place in the future. Expand the details to see the event’s scheduled date and time. Click the clock icon to reschedule the event, or click X to cancel the event. A warning icon means an execution error on the first try caused the event to be rescheduled.

Campaign Membership Change: Changes to which campaign a contact is a part of.

Contact Created: This is the first event, showing the date and time the contact first entered your database (either as a known or anonymous contact).

Contact Created By Source: How the contact was created

Contact Identified: The date and time the contact was identified, moving the contact from an anonymous to a known contact.

Contact Identified By Source: How the contact became identified.

Do Not Contact: The date and time the contact unsubscribed from your messaging on a particular channel.

Dynamic Content sent: A dynamic content slot is pushed to a contact through a campaign action.

Email Failed: If an email is sent to an invalid or undeliverable email address, it will be recorded as an email failed event (with the internal name of the email shown).

Email Read: The date and time when a specific email was first read. If the contact opens the email multiple times, expanding details on the event type will display the additional opens.

Email Replied: If a contact replies to an email sent through Campaign Studio, thecreply displays on the contact record with this event type. To see this, you must have the Contact Replies inbox configured in Settings > Configuration > Email Settings.

Email Sent: When a specific email is sent to a contact, the internal name of the email and the time & date of that send are listed.

Form Submitted: Along with showing the name and time and date of the form submission, expanding the details on this event type shows the data collected on the form and what page the form was submitted on (referrer).

Imported: Dates, times, and file names for all CSV imports that included a contact.

Integration Sync Notice: Information about connections with integrations.

Message Queue: If a contact’s frequency limits for a channel have been reached and a message on that channel triggers to send, a Message Queue event displays with the channel and the ID for the message being queued. Expanding details displays:

  • originally scheduled send date
  • rescheduled send date
  • current status

If the message is Pending, clicking the X button cancels it.

Page Hit: Time and date of page visits, and the URL if it’s a tracked page on your site or the internal name of a Campaign Studio landing page. You may view more information, if tracked, by expanding the details of this event type.

Point Gained: The ID number of either:

  • The global point action (in the Points section of Campaign Studio)
  • The campaign where the point action exists, along with the name of the global point action or the campaign, the number of points added or subtracted, and the time & date of the point change

Segment Membership Change: When contacts are added or removed from segments by any method, those changes display in the event history.

Stage Changed: If you are using Stages in Campaign Studio (not stages as a custom field), changes to those stages will display in the event history

Text Message Received: This event type is for SMS replies, if you are using SMS and have SMS reply tracking configured. Outbound SMS display as Campaign Event Scheduled or Campaign Action Triggered.

UTM Tags Recorded: If you’re using UTM tags and record them from a form submission, landing page hit, etc., they will be listed here. Expanding the details displays the recorded tags.

Video View Event: Details in this event type include the length of time a prospect watched the video, the percentage of the video watched, the page where the video displays (Referrer), and the URL of the video file.

Some plugins contain specific events. The events display and are searchable after the plugin is connected.

Notes

Users may have a CRM system where they store note about users. Campaign Studio can also store notes about individual contacts.

Social

If a contact record includes social profiles, you can see them in the Social tab. You must have the respective profiles set up in Settings > Plugins.

Integrations

If the contact exists in other tools and is connected through plugin or API integration, you’ll see those here. This helps identify where a contact came from, or what other internal systems the contact exists in.

Audit log

When a field changes on a contact record, Campaign Studio tracks the change in the audit log along with who (or what) made those changes. Old values and new values both display, in case you must find old information about a contact.

Note

Campaign actions, form submit actions, and point triggers are considered system updates.

Places

The Places map shows a contact’s approximate locations, based on the IP address.

Contact options

contacts-options

Send email

This option enables users to send an individual email, either manually created with the builder or from a template email. The From Name and From Email Address default to the user sending the individual message.

Note

Template emails sent using this feature don’t display in reports.

Campaigns

This option enables users to manually add or remove contacts from campaigns.

Merge

If you’ve identified duplicate contacts, you can merge them together by searching for the contact you’d like to merge with. This keeps the values of the record you’re merging into. If a field is empty on one record but populated on the other, Campaign Studio will populate the field in the merge.

Preferences

Channels: To manually unsubscribe or subscribe/re-subscribe a contact to a channel, set the individual’s frequency preferences (overriding the instance default), set a Vacation period (break from communications), or change the preferred channel (default for messages sent in campaigns using the Marketing Messages feature).

Categories: If you’re using categories, contacts can choose (on their preference center) which categories they receive messages for. This option enables users to manually update those preferences.

Segments: Users can manually add or remove contacts from segments.

Delete

This deletes contacts from your Campaign Studio instance only. It won’t delete the contact from any other systems, and the contact may then be re-added to Campaign Studio through an API integration or plugin if Campaign Studio is pulling contacts from those other systems.

Contact list

Batch actions

To make updates to several contacts at once, select those contacts then click the green arrow at the top of the checkbox column.

Contacts - Batch Actions

Changing the view

If you’d like to see your contacts in card view, click the C button while you’re looking at the contact list. To go back to the table or list view, press the T key.

Anonymous contacts

contacts-anonymous

What you see: Switching to the anonymous contacts view will displays the IP addresses for visitors to pages tracked with your Campaign Studio tracking code. If you have an IP lookup service configured in Settings > System Settings > Miscellaneous Settings, you will also see an approximate location of these contacts. Campaign Studio uses MaxMind Geolite2 City by default. The location is based on the contact’s Internet Service Provider, and may not be the exact location of the contact.

Individual contacts: Click an IP address to display a contact record, similar to known contacts. If there’s any information on an anonymous contact, you can see it here. This data can include:

  • Pages the contact has visited
  • Forms submitted
  • Scoring
  • Data from forms (which don’t include the unique identifier, since that would make the contact known), etc.

Note

Data for anonymous contacts isn’t available for segmentation or reporting. Once the contact is known, the data is available. This applies to non-campaign based dynamic web content filters.

Live mode

image8

Enabling live mode shows contacts as they enter the system, without requiring a page refresh.

Adding companies to Campaign Studio

Add new

Companies - Add New

To manually add a new company and enter any fields, click +New.

Plugin

As you add contacts to Campaign Studio through plugins, their associated company information (Accounts, Organizations, etc.) can also be pulled in. See our Plugins directory for help setting up your plugins.

API

The flexible, API-first architecture of Campaign Studio enables users to add new companies through API from virtually any source, as long as the source also has an open REST API. You must have the API enabled in Settings > Configuration > API Settings and add your application in Settings > API Credentials. See our API documentation.

CSV import

Companies - Import

Campaign Studio accepts CSV files encoded in UTF-8 format. Before importing your CSV file, complete the following steps:

  1. If there are custom fields in the list, create those custom fields in Campaign Studio.

  2. Set up users with company permissions if you want to assign company ownership.

  3. Be sure to clean your data:

    • No accents or special characters
    • Capitalize names
    • Check formatting on email addresses, phone numbers, data values, etc
  4. Once you’ve completed those steps, you’re ready to import. Click Import in the menu next to +New.

  5. Choose your UTF-8 encoded CSV file.

  6. Adjust Delimiter, Enclosure, and Escape, if necessary. By default, Campaign Studio uses a comma, quotation mark, and forward slash.

  7. Select an Owner (optional).

  8. Map the fields in your CSV file to the fields you want your data saved to in Campaign Studio.

    Note

    If the column header in the CSV matches the Alias of any of your Campaign Studio fields, those columns and fields are mapped.

  9. Click Import.

You may review the import history to see what files you’ve uploaded, how long it took, the number of inserted, updated, or ignored rows (companies), and when the import took place.

Company records

Companies - Company Record

Click a Company name to edit the company. Add or edit any data about the company here. You can have custom fields organized into Core, Professional, Personal, and Social. Companies usually don’t use the personal or social fields.

Merge

If you’ve identified duplicate companies, you can merge them together by searching for the company you’d like to merge with. This keeps the values of the record you’re merging into. Campaign Studio keeps a field populated in the merge if it’s empty on one record but populated on the other.

Companies list

Search

Companies - Operators

Several operators and commands exist to help you find companies meeting a certain criteria. To see the full list in your instance, click the question mark next to the Filter box.

View contacts

Companies - View Contacts

To view contacts associated with a company, click View Contacts towards the right side of the company’s row.