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The Engagement Management tool cleans your list(s) by unsubscribing unengaged contacts who have an email address in their contact profile. Using this tool regularly will keep your lists healthy and can improve open rates over time. It will also help reduce spam complaints, bounces, and unsubscribes.

In this article:

Take note

  • This tool will not show you which contacts will be unsubscribed
  • This tool will not show you how many contacts will be unsubscribed
  • If an unengaged contact exists on multiple lists, they will only be unsubscribed from the list you choose
  • Actions run by the Engagement Management tool cannot be undone. We recommend exporting all contacts before using this tool
  • This tool will exclude all contacts who use the Apple Mail app with iOS 15 with Mail Privacy Protection (MPP) enabled.

How the Engagement Management tool works

The Engagement Management tool will unsubscribe all contacts from a list who have not engaged (opened or clicked links) with your emails. You can choose to unsubscribe contacts who never engaged with your emails or you can choose to unsubscribe contacts who have not engaged with your emails within a specific time period (3, 6, 12, or 24 months).

You’ll also have the option to add a tag to any contacts who will be unsubscribed from a list by this tool.

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The Engagement Management tool can be accessed from the Lists Overview page in your account. Each list in your account has its own Engagement Management tool option. Note that it can take up to an hour for the Engagement Management tool to unsubscribe unengaged contacts in your list.

Unsubscribe all contacts who have never engaged with your emails

The “Unsubscribe all unengaged contacts” option will search the chosen list for:

  • Contacts who were sent at least one campaign or automation email
  • The most recent date a contact(s) engaged (opened/clicked) with a sent campaign or automation email

A contact will remain subscribed to the chosen list if they meet any of the conditions below:

  • They were not sent a campaign or automation email
  • They engaged with a sent campaign or automation email

A contact will be unsubscribed from the chosen list if they were sent a campaign or automation email and did not engage with it.

To use this option:

1. Click “Lists” in the left menu.  

2. Locate the list you wish to clean then click the down caret for that list. The down caret is located next to the “Import Contacts” button for your list.

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3. Click the “Engagement management” option located in the dropdown.

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4. Click “View Cleanup Options” for the list you wish to clean.

5. A modal window will open. Click the “Unsubscribe all unengaged contacts” option.

6. Type the tag you wish to apply to contacts who will be unsubscribed into the field provided. (Optional)

7. Click “Remove unengaged contacts” button.

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A confirmation message will appear on the Engagement Management page in your account and unengaged contacts will be unsubscribed from the selected list. You can safely navigate away from this page.

Unsubscribe all contacts who have not engaged with your emails past a certain date

You can choose to unsubscribe contacts who have not engaged with your emails within the last 3, 6, 12, or 24 months.

The “Unsubscribe all unengaged contacts past a certain date” option will search the chosen list for:

  • Contact(s) who subscribed to your list prior to the timeframe you selected
  • Contact(s) who were sent at least one campaign or automation email
  • If the contact(s) didn’t engaged with your campaign or automation email within the timeframe you selected

A contact will remain subscribed to the chosen list if they meet any of the following:

  • They were not sent a campaign or automation email
  • They subscribed within the timeframe you selected
  • They engaged with a campaign or automation email within the timeframe you selected

A contact will be unsubscribed from the chosen list if they meet all conditions below:

  • They subscribed prior to the timeframe you selected
  • They did not engage with a sent campaign or automation email within the timeframe selected

To use this option:

1. Click “Lists” to navigate to the Lists Overview page.

2. Locate the list you wish to clean then click the down caret for that list. The down caret is located next to the “Import Contacts” button for your list.

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3. Click the “Engagement management” option located in the dropdown.

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4. Click “View Cleanup Options” for the list you wish to clean.

5. A modal window will open. Click the “Unsubscribe all unengaged contacts past a certain date” option.

6. Click the timeframe you wish to use.

7. Type the tag you wish to apply to contacts who will be unsubscribed into the field provided. (Optional)

8. Click the “Remove unengaged contacts” button.

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A confirmation message will appear on the Engagement Management page in your account and unengaged contacts will be unsubscribed from the selected list. You can safely navigate away from this page.

E-commerce segmenting conditions will be available in your account once you enable any of the following Nurturelabs CXP E-commerce integrations:

  • Shopify
  • WooCommerce
  • BigCommerce
  • Square
  • Custom 3rd party

You can use E-commerce segmenting conditions to create “If/Else” forks in automations,  conditional content in your campaigns,  goal conditions in your automations, set up “Split Test” automations, update a deal score or contact score, send targeted campaigns by creating list segments, and more.

In this article, you’ll learn about the different E-commerce segmenting conditions available with any Nurturelabs CXP E-commerce integration.

Segment conditions for all E-commerce integrations

Listed below are segment conditions available for Shopify, WooCommerce, BigCommerce, Square, and custom 3rd party E-commerce integrations.

Ecommerce Segment ConditionDefinition
Total revenueTotal amount of all completed purchases for a contact.
Total ordersTotal number of orders completed by a contact.
Total productsTotal number of products purchased by a contact. 
Last order dateDate of the most recent order completed by a contact. 
Last order priceTotal price of the most recent order completed by a contact. 
Last order currencyCurrency of the most recent order completed by a contact. 
Last order product countTotal number of products in the most recent order completed by a contact.
Last product IDID of any product in the most recent order completed by the contact.
Last product SKUProduct SKU in the most recent order completed by a contact.
Last product nameName of any product in the most recent order completed by a contact. 
Last product categoryCategory of the most recently added product in the most recent order completed by a contact. 
Order dateDate of the order completed by a contact.
Order timeTime of the order completed by a contact.
Product name in Any OrderSearches for the product name in any order made by a contact.
Product category in Any OrderSearches for contacts with at least 1 completed order that included a product with this product category.
Shipping method in Any OrderSearches for contacts who used this shipping method in a completed order.
Currency in Any OrderSearches for contacts who had a completed order with this currency.
Product ID in Any OrderSearches for contacts with at least 1 completed order that included a product with this product ID. 
Product SKU in Any OrderSearches for product SKU in any order completed by the contact.
Has made a purchaseSearches for contacts who made 1 or more purchases from the selected store(s).

Will be able to filter by any connected E-commerce store.
Has not made a purchaseSearches for contacts who made 0 purchases from the selected store(s).

Will be able to filter by any connected Ecommerce store.
Has opted into marketingSearches for contacts who checked the “Accepts Marketing” checkbox.

Will be able to filter by any connected E-commerce store.
Has not opted into marketingSearches for contacts who did not check the “Accepts Marketing” checkbox. This will include contacts who were not added to your account via the E-commerce integration.

Will be able to filter by any connected E-commerce store.
Has used discount codeSearches for any contact from any store who have used the selected discount code in one or more orders. 
Has not used discount codeSearches for any contact who has not used a discount code in any order. This will include contacts who were not synced into Nurturelabs CXP from an E-commerce integration. 

Segment conditions for Shopify and WooCommerce integrations

Listed below are segment conditions available for only Shopify, WooCommerce, and custom 3rd party E-commerce integrations. The conditions listed below are in addition to all segment conditions listed in the section above.

Ecommerce segment conditionDefinition
Has abandoned cartSearches for contacts with at least one abandoned cart from any connected Shopify/WooCommerce store or a connected specific Shopify/WooCommerce store.

Will be able to filter by any connected E-commerce store.
Doesn’t have abandoned cartWill look for contacts who have zero (0) abandoned carts. This includes contacts who:
  • Did not abandon a cart AND never made any purchases. (Will include contacts who do not have any E-commerce data)
  • Did not abandon cart AND made 1 or more purchases from any connected Shopify/WooCommerce or a specific connected Shopify/WooCommerce store

Will be able to filter by any connected E-commerce store.

Has recovered abandoned cartSearches for contacts with at least one recovered cart (a cart that was abandoned, then completed) from any connected Shopify/WooCommerce store or a specific Shopify/WooCommerce store.

Will be able to filter by any connected E-commerce store.
Has not recovered abandoned cart

Will look for contacts who have zero (0) recovered carts. This includes contacts who:

  • Did not recover any carts AND never made any purchases (this includes contacts that do not have any E-commerce data)
  • Did not recover any carts AND made 1 or more purchases
  • Did not recover any carts AND abandoned at least 1 cart
  • Did not recover any carts AND abandoned no carts

Will be able to filter by any connected E-commerce store.

Total value of last abandoned cartSearches for contacts whose latest abandoned cart has the value you specify.
Product count of last abandoned cartSearches for contacts whose latest abandoned cart has the number of items you specify.
Product name in last abandoned cartSearches for contacts whose latest abandoned included a product name that you specify.
 

With advanced search, you’re able to find very specific groups of contacts. You can create conditions out of virtually all the data in your Nurturelabs CXP account including geolocation, actions your contacts have taken, lists they are on, the status of deals, and much more. You’re able to combine nearly unlimited conditions with “And” and “Or” logic until you’ve narrowed your list to the exact contacts you are looking for.

You may want to find groups of contacts so that you can create a segment, do a bulk edit, or see how many contacts match specific conditions. You may want to see how many contacts opened two of your campaigns. Or, you might want to create a segment out of contacts that have visited a product page on your website. Or, you may want to apply a tag to all the contacts who clicked a link in one of your email campaigns.

In this article, we’ll discuss:

Creating an advanced search

  1. From the Contacts overview page, click the “Search Contacts” field.
  2. Click the “Advanced Search” option.
Advanced search option
  1. The segment builder will appear at the top of the page. Begin creating your condition by clicking the left-most field that says “(Select a condition…).” This will display a dropdown of condition categories:
Segment builder: select condition
  1. Click any category listed to display its conditions, then select the desired search condition by clicking it. In this example, we want to see how many contacts have the “Engaged” tag in our account. To do that, we’re going to use the “Tag” condition listed under the “Contact Details” Category.
Segment builder: select a category
  1. Depending on the search condition you select, you may or may not need to choose an operator when defining your own search criteria. To choose an operator, click the middle field and click the operator you would like to use.

    Continuing with our example, we’re presented with two operators to choose from— “Exists” and “Does not exist.” Since we want to know how many contacts have the “Engaged” tag, we’re going to choose the “Exists” operator by clicking it.
Segment builder: Select an operator
  1. As the final step to creating your first search, you’ll need to provide a value for your search condition. Click the field that appears to the right of the condition you’ve selected and click one of the options listed.
Segment builder: select a value

To add another condition, click “+ Add another condition.” This will display another row to define another condition. Note that there is a toggle to specify whether the additional condition is added with “And” or “Or” logic:

Segment builder: Add another condition

Using “And” logic would combine the conditions so that only contacts who match both conditions would match.

Using “Or” logic would display contacts that match either condition.

You also have the option to create Segment Groups. With Segment Groups you can combine multi-dimensional conditions with “And” and “Or” logic.

For example, you might have one segment group with conditions that look for link clicks within a single campaign and then you might have another segment group that looks for link clicks in another campaign. You could display only contacts who’d clicked the links in both campaigns (with an “And”) or contacts who’d clicked either group of links (with “Or”).

  1. When you’ve finished defining your search condition(s), click the “Search” button. Contacts who meet the search conditions you defined will be listed on the Contacts page.

Creating a segment from an advanced search

After you’ve created the conditions that find the contacts you want to display in an advanced search, you’ll have the option to save that search as a segment. A segment is a subgroup of contacts on your list that you can send highly targeted messaging to. When your contacts only receive messages that are very relevant to them, they’ll be more likely to pay attention to your campaigns. This will create a positive feedback loop where your campaigns are opened more and receive more clicks. This in turn may help your deliverability, strengthen your relationship with your contacts, and will likely result in more sales.

Segments are dynamic 

Your segment will update automatically as contacts meet or don’t meet your segment conditions.

To save an advanced search as a segment:

  1. Click into the search field where it says “(X condition set).”
Search field: 1 condition set
  1. Click the “Save as segment” button.
Save a segment button
  1. A “Name this segment” modal will appear. Type the name of the segment into the field provided and click “Save.”
Name this segment modal

Give your segment a descriptive name

Descriptive names will help you remember what the segment is and which contacts should be included. 

The next time you go to send a campaign, during the list selection step, your saved segment will appear in your list of segments.

Saving an advanced search

After you’ve created the conditions that find the contacts you want to display in an advanced search, you may want to save the search conditions. This will make it easy to find this group of contacts again without having to recreate complex conditions. If you can see yourself using this search again, it’s a good idea to save it.

Saved Searches are dynamic

Your saved search results will update automatically as contacts meet or don’t meet your search conditions.

To save an advanced search you just created:

  1. Click into the search field where it says “(X condition set).”
Search field: 1 condition set
  1. Click the “Save as Search” option.
Save as search button
  1. A “Name this search” modal will appear. Type the name of the search into the field provided and click “Save.”
Name this search modal

Give your saved search a descriptive name

Descriptive names will help you remember what the saved search is and which contacts should be included.

The next time you click into the search field, you’ll see an option for “Saved Searches.” Clicking it will display a modal with the names of your saved searches listed. Clicking on the name of a saved search will display the matching contacts.

Saved Searches option

Bulk editing your contacts

Advanced search and the bulk editor work together hand-in-hand. With advanced search you can find very specific groups of contacts and with the bulk editor you can make changes to those specific contacts. For example, you might want to create a segment out of all the contacts who opened a specific campaign.

To bulk edit the contacts that were pulled in an advanced search:

  1. Click the “Edit All” button to display the bulk editor.
Edit all contacts button
  1. The bulk editor modal will display. Here you can perform a variety of actions on the contacts:
Bulk editor actions
 

Available on Plus, Professional, and Enterprise plans. 

The Accounts feature lets you capture details about the businesses you work with at an account level and keep it all in one place.

With Accounts, you will be able to store and track details in account fields, see all contacts associated with a business, and create segments and personalize emails with account fields.

How the Accounts feature works

The Accounts feature lets you create a record for each business you work with. Each of these records can house information such as:

  • Company name (Account name)
  • Account owner
  • Physical mailing address
  • Description
  • Number of employees
  • Annual revenue
  • Industry/vertical
  • Information collected in custom fields
  • Contacts associated with the business
  • Notes
  • Business website
  • Deals

You can use information collected in Account fields to segment contacts and personalize communications.

Create an account record for a business or organization

You can create and edit account records from large companies and departments to smaller businesses, non-profits, families, and more.

Once you create an account, it will be listed on the Accounts Overview page where you can view and update it at any time.

To create a new account record:

  1. Click “Contacts” located in the left menu.
  2. Click “Accounts.”
  3. Click the “Add an Account” button.
  4. A modal window will appear. Complete all required fields in the modal.
  5. Click the “Add” button

The new account record will be added to the bottom of the last page of the Accounts list.

Once created, you can open the account’s record page to add and store data about the account. Read each section below to learn more about adding information to account records.

Use fields to collect and store information about the account

The “General Details” section on the account record contains standard fields that you can use to capture and store information about a business.

You can also create custom account fields as needed to store additional information.

Add notes to the account

You can create a quick note about an account at any time. Once you make a note, it will save to the account record.

  1. Click “Add a note” in the Notes box.
  2. Type the note into the field provided.
  3. Click the “Add” button.

Add and manage contacts on an account

The Contacts box displays contacts associated with the business account. You can add an existing contact to an account or create a new contact for the account.

Note that a single contact can only be associated with a single account.

Add an existing contact to the account

  1. Click the “Add a Contact” option.
  2. A modal window will appear. Type a name, email address, or phone number into the field provided.
  3. Click the “Add” button.

The contact will be added to the account and appear in the Contacts box on the account record. In addition, the account name will appear on the contact’s profile record.

Create a new contact for the account

  1. Click the “Add a contact” link located in the Contacts box.
  2. A modal window will appear. Begin typing the contact’s name or email address into the field provided.
  3. Click the “Create” button.
  4. The modal will expand. Complete the additional fields for the contact.
  5. Click the “Save” button.

A profile record will be created for the new contact. The contact will appear in the Contacts box on the account record. In addition, the account name will appear on the contact’s profile record.

How to edit a contact from an account record

You can add/edit the first name, last name, job title, phone number, and email address for a contact from an account record.

  1. Locate the contact you wish to update.
  2. Hover your mouse over the contact and click the pencil icon.
  3. A modal window will open. Type the updated information into the fields provided.
  4. Click the “Save” button.

We will also display the updated information on the contact’s profile record.  

How to remove a contact from an account record

You can remove a contact’s association with an account. Removing a contact’s association with an account will not delete their profile record.

  1. From the Account Details record, locate the contact you wish to remove.
  2. Hover your mouse over the contact and click the “X.”
  3. Click the “Remove” button that appears in the confirmation message.

About the Last “Contacted” date field

Each contact added to an account will have a “Last Contacted” date field. If you’re adding a new contact to an account, this field will not display with a date. The “Last Contacted” field will update with a date when one of the following four events happen:

  • A one-to-one email is sent to the contact
  • A campaign or automation email is sent to the contact
  • A contact task is completed
  • A deal task is completed (this applies if the contact is the primary contact on the deal)

Create a deal for the account

You can create multiple deals for an account. When making a deal for an account, you do not need to associate it with a contact.

  1. From the Details record for an account, click “Add Deal” located in the Deals widget.
  2. An “Add Deal” modal will open. Complete the fields listed in the modal to create a deal for the Account.
  3. When finished, click the “Add Deal” button.

The deal will be added to the selected pipeline and appear in the Deals widget on the Account Details page.

Delete an account

If you no longer need an account record for a business, you can permanently delete it from either the Accounts Overview page or the account record.

Once you delete an account, all information will be lost and cannot be restored. This includes any deals created for the account. If any contacts were associated with the deleted account, they will remain in your Nurturelabs CXP account and can be accessed from the Contacts Overview page.

Before deleting the account, we recommend using the bulk editor to apply a tag to all contacts associated with this account for record-keeping.

Delete an account from the Accounts Overview page

  1. Click Contacts, then click Accounts.
  2. Click the checkbox next to the account you wish to delete.
  3. Click the delete button.
  4. A confirmation modal will appear. Click the “Delete” button.

Delete an account from an Account Details record

  1. Click Contacts, then click Accounts.
  2. Click the account you wish to delete.
  3. Click the “Actions” dropdown. This dropdown is on the top right of the account record.
  4. Click the “Delete Account” button.
  5. A confirmation modal will appear. Click the “Delete” button.

To save a search you use often, follow these steps:

1. Navigate to the Contacts Overview by clicking “Contacts” in the left menu.

2. Click the search field, then click “Advanced Search.”

3. Click the “Select a condition…” dropdown and click the category, then click the specific condition you wish to search contacts by.

4. In the middle dropdown, you’ll select the operator. Different operator options are available based on the condition selected.

5. Click into the value field and click a value to select it. If you have several values to scroll through, you can start typing the value into the field and click it to select it.

6. Click the “Search” button.

7. Click into the search field again.

8. Click “Save As Search.”

9. A modal window will appear. Type the name of the search into the field provided and click “Save.”

As you create more and more saved searches, it’s best to make the search name as descriptive as possible.

To retrieve a saved search, click into the search field and click “Saved Searches.”

A modal window will appear and list all saved searches. Clicking on the name of a saved search will display the matching contacts.

In this article:

  • Fields that use the “is blank” and “is not blank” operators
  • How to create a search using a blank field

Take note

  • Account fields and Deal fields are available on Plus, Professional, and Enterprise plans
  • The “Is blank” and “Is not blank” operators in the segment builder are supported in the following locations in your Nurturelabs CXP account:
    • Advanced search on the Contacts overview page
    • Campaign list builder
    • Automation triggers and actions (actions include: If/Else statements, Goals, and Conditional waits)
    • Contact scores

Fields that use the “is blank” and “is not blank” operators

The “is blank” and “is not blank” operators can be used with all  Custom Account fieldsCustom Contact Fields, and Custom Deal Fields you create.

You can also use these operators with the following fields in your account that Nurturelabs CXP provides:

Account Details fields (Plus, Professional, and Enterprise plans)

  • Account name
  • Account URL
  • Address 1
  • Address 2
  • City
  • State/Province
  • Postal Code
  • Country
  • Phone Number
  • Description
  • Number of Employees
  • Annual Revenue

Contact Geography fields (All plan levels)

  • Country/Region
  • State
  • City
  • Zip
  • Area Code

Contact Details fields (All plan levels)

  • First name
  • Last name
  • Full name
  • Phone

How to create a search using a blank field

In this section, we’ll show you how to create an advanced search using a blank field. These instructions can be used for searching for blank contact fields, blank deal fields, or blank account fields. This example will look for contacts who have a blank last name field.

1. Click “Contacts” to go to the Contacts overview page.

2. Click the “Search Contacts” field then click “Advanced Search.”

3. Click the condition dropdown to select the field you wish to use in the “is blank” segment. In this example, we’re going to select “Last Name”

Segment builder option categories

4. Click the operator dropdown and select “is blank.”

Segment builder operators

5. Click the “Search” button.

Segment builder search button

All contacts who meet the “Is blank” condition will display in the search results.

Save your search as a segment

Once you’ve created an advanced search, you can save it as a segment for future use.

1. From the advanced search, click the search field that says “(1 condition set).”

2. Click the “Save as segment” button.

3. A modal box will appear. Type the name of the segment into the field provided and click “Save.”

1. From the Lists overview page, click the dropdown next to the list containing your segment and click “Segments.”

List dropdown, click Segments

2. Select the segment you wish to edit by clicking it.

Segments on a list

3. You will be directed to the List Segments page. At the top, you will see your lists with checkboxes. A checked list(s) means that you can access your segment conditions through that specific list(s) on the Lists Overview page. If you do not want a particular list to have access/edit permissions for your segment, uncheck the box.

List segments page

4. On that same page, you can modify your segment conditions. To do so, use the dropdowns in the segment builder to use different segmenting options. You can also add additional conditions by clicking “Add another condition” or create new segment groups by clicking “Add New Segment Group.”

Segment conditions

5. When finished, click “Save.”

 

Nurturelabs CXP provides default fields for storing information about your contacts. You can also use custom fields to collect additional information important to your business.

Using custom contact fields helps you and your team better understand each contact in your account. In addition, you can include contact-specific information in your outgoing emails.

Take note

You must be an admin or have permission to create and access contact custom fields.

How to create a field group

Field groups are created on the Manage Fields page in your account. Each custom field you create needs to belong to a field group.

Your account comes with one default field group: General Details. All standard deal fields are housed here. In addition, custom fields created from forms, CSV imports, and integrations will be added to the General Details field group by default.

With field groups you can:

  • Select which group a custom field should belong to when creating a field from the Manage Fields page or a deal record
  • Drag and drop a custom field from one group to another
  • Use the Bulk Actions dropdown on the Manage Fields page to delete selected fields, create a new field group from selected fields, or move the selected fields to a different field group

Note that standard deal fields cannot be moved to a custom field group. These will remain under “General Details.”

Create a field group
Update field group name
Delete field group

How to create a custom contact field

You can create an unlimited number of custom fields and organize them by field group. These fields can be created from the Manage Fields page, any contact profile page, any inline form, and the Import Contacts page in your Nurturelabs CXP account.

Once a custom field is created, it will be located:

  • On the Manage fields > Contacts page
  • On all contact profile records
  • CSV file import page

In addition, you can use custom fields in the following areas:

  • In the floating segment builder
  • On the “Add a Personalization” modal for campaigns and automation emails
  • Conditional content
  • Nurturelabs CXP forms
  • Automation “Field changes” trigger
  • Automation “Update a contact” action
View a list of custom contact field types
Create a custom contact field from the Manage Fields page
Create a custom contact field from a contact profile record
Create a Custom Contact Field from an Inline Form
Create a custom contact field from the Import contacts page

Update a custom contact field value

Custom contact field values can be updated in the following ways:

  • Manually on the contact profile page
  • When a contact submits a form
  • “Update contact” automation action
  • Through an integration or the API

Edit or delete a custom contact field

You can edit and delete a custom field at any time. These actions are completed on the Manage Fields page.

Edit a custom field

Editing options available for custom fields include:

  • Field name
  • Personalization tag (used in outgoing emails to show field information specific to the contact)
  • Group
  • Answer options (list box, dropdown, checkbox, radio button field types)
  • Default value (will appear in outgoing emails if a contact does not have a value for the field)
  • Unchecking the “Visible on forms” option. This means that you will not be able to use that specific field on any inline forms you create
  • Making the field available to specific lists. By default, all fields are available to all lists. If you do not want a field to be used with a list, click “Advanced Options then uncheck the list assignment for the field. Only contacts in the checked list(s) will have that field on their contact profile page. This is also helpful if you only want to display specific fields in your notifications

Delete a custom field

You can delete custom contact fields from the Manage Fields page in your account. Default fields, such as First Name, Last Name, Email, and Phone cannot be deleted.

Personalization tags

Personalization tags are used to insert contact-, account-, or deal-specific information into communications.

These tags are automatically generated for all standard deal fields and all custom deal fields you create.

personalization_tags.png

To locate these tags:

  1. Click “Lists” on the left menu.
  2. Click the “Manage Fields” option.
  3. Click the “Deals” tab

Using custom contact fields

Custom contact fields can be used for more than just storing contact data. For example, you can use these fields to:

  • Trigger automations
    Trigger an automation to run based on a date-based field or when the value of a field changes.
  • Use custom contact fields in the segment builder
    All custom contact fields you create will be available in the segment builder. You can use this condition to create list segments for email campaigns, “If/Else” forks in automations, set up “Split test” automations, update a deal or contact score, create Goal actions in automations, and more.
  • Collect information from contacts (inline forms only)
    Use custom fields to collect additional information from contacts when they submit a form.
  • Personalize communications
    Increase engagement with your campaigns and automation emails with personalization tags. When a personalization tag is used in a campaign or automation email, the value of that tag will automatically be inserted once the communication is sent to a contact. When the contact opens the communication, they will see the value for that tag and not the tag itself.
  • Use contact fields with conditional content
    Select which content block contacts should see in an automation email or email campaign with conditional content.

To delete a segment, follow the steps below:

1. Click “Lists” to navigate to the Lists Overview page.

2. Locate the list that contains your segment. Then click the down caret for that list.

3. Click “Segments.”

4. The List row will expand and display your segments. Click the segment you wish to delete.

5. Click the “Delete” button.

6. A confirmation message will appear asking you to confirm that you wish to delete this segment. If you wish to continue, click “OK.”

Please note that once a segment is deleted, the action cannot be undone and we will not be able to recover the segment for you.

 

A segment of a list is a subgroup of contacts that you can send highly targeted email campaigns to. Segments can be created by using any information available to you in the segment builder. This includes tags, standard and custom field information, website visits, actions, contact or deal score, and more.

Sending targeted email campaigns to a list segment has a variety of benefits. When contacts receive messages that are relevant to them, they’re more likely to pay attention to your campaigns. This will create a positive feedback loop where your campaigns are opened more and receive more clicks. This will help your deliverability and strengthen your relationship with your contacts and will likely result in more sales.

In this article, we’ll discuss:

Segment condition limitations

While you can use virtually any information available to you in the segment builder to create a segment, there are limitations around the number of conditions you can use.

  • You can use up to a total of 20 conditions in a segment.
  • You can use up to 5 “Action” type conditions. (This includes any condition listed under “Actions” in the segment builder.)
  • You can use up to 3 conditions that use the “Contains” operator.

How to create a segment with advanced search

Creating a segment from an advanced search will include all contacts that meet the segment conditions. This will include inactive contacts.

The number of contacts for this segment can display as smaller when viewing the Campaign Summary page before sending an email.

1. From the Contacts Overview page, click the “Search contacts” field then click “Advanced Search.”

2. The segment builder will appear at the top of the page.

Begin creating your condition by clicking the left-most field that says “(Select a condition…).” This will display a dropdown of condition categories:

3. Click any category listed to display its conditions, then select the desired search condition by clicking it.

In this example, we want to create a segment of contacts with the “Engaged” tag. To do that, we’re going to use the “Tag” condition listed under the “Contact Details” Category.

4. Depending on the search condition you select, you may or may not need to choose an operator when defining your own search criteria. To choose an operator, click the middle field and click the operator you would like to use.

Continuing with our example, we’re presented with two operators to choose from: “Exists” and “Does not exist.” Since we want to create a segment of contacts with an “Engaged” tag, we’re going to choose the “Exists” operator by clicking it.

5. Next, you’ll need to provide a value for your segment condition.

Click the field that appears to the right of the condition you’ve selected and click one of the options listed.

To add another condition to your segment, click “+ Add another condition.” This will display another row to define another condition. Note that there is a toggle to specify whether the additional condition is added with “And or Or” logic:

Using “And” logic would combine the conditions so that only contacts who match both conditions would be pulled into the segment.

Using “Or” logic would display contacts that match either condition.

You also have the option to create Segment Groups. With Segment Groups you can combine multi-dimensional conditions with “And and Or” logic.

For example, you might have one segment group with conditions that look for link clicks within a single campaign and then you might have another segment group that looks for link clicks in another campaign. You could display only contacts who’d clicked the links in both campaigns (with an And) or contacts who’d clicked either group of links (with Or).

6. Once you have created your conditions, click the “Search” button.

The page will reload and all contacts who meet your conditions will be listed.

7. To save the segment, click into the field where it says “(X conditions set”).

8. The segment builder will expand and display your conditions. Click “Save As Segment.”

9. In the modal window, type the name of the segment and click “Save.”

The next time you go to send a campaign, during the list selection step, your saved segment will appear in your list of segments.

How to create a segment during campaign creation

You have the option to create a segment of your list(s) during the campaign creation process. This allows you to quickly create your segment on the fly without having to navigate away from your campaign.

1. From the Campaigns overview page, create a new campaign.

2. When you’re at the “List” stage of the campaign creation process, you’ll be asked to select the list you’re sending to. Your screen should look something like this:

3. Click the checkbox next to the lists you want to send to. When you do, a new option will appear, “Segment Selected Lists:”

4. If you already created a segment, click the “Select a segment” dropdown and click the segment you wish to use.

To create a new segment from this page, click “Create New Segment.”

5. A modal window will appear where you can create a new segment. Type the segment name into the field provided and click the “Add Your First Condition” button.

6. The segment builder will appear. Use this segment builder to create your segment. When you’re done adding your conditions, click “Done.”

For step-by-step instructions on using the segment builder, see steps 2-8 in the “How to create a segment with advanced search” section above.

The segment you created should be selected in the segment dropdown:

Click “Next” in the upper right-hand corner to continue to the design step of the campaign creation process.

 

Creating segments using AND/OR logic can often be a point of confusion, especially when segment results display information you’re not expecting to see. In this document, we’ll explain both “AND” logic and “OR” logic and explain how each works when using positive conditions (eg, is in list, tag exists, etc) and negative conditions (eg, not in list, tag does not exist, etc).

“AND” logic condition

With the “AND” logic condition, our system will include contacts who meet all conditions in your segment. Using “AND” logic narrows the amount of contacts that match because each of these conditions must be met.

Below are three examples illustrating “AND” logic and what outcomes you can expect to see:

Example 1: “AND” Logic with positive conditions

Let’s say you are creating a segment that is using “AND” logic with the following positive conditions:

Our system will look for and include contacts who meet all three of the conditions. A contact that does not meet any of three conditions will not be included in the segment.

Example 2: “AND” logic with negative conditions

Now, let’s say you are creating a segment using “AND” logic with negative conditions:

Our system will look for and include only contacts who do not have all of the tags listed in your segment.

For example, if a contact does have the “Newsletter” tag but not the other two tags, they will not be included in your segment. This is because they failed the “Tag does not exist Newsletter” condition.

It may be easier to think of “AND” logic with negative conditions as “NOR” statements. For example, contact does not have the tag, “Newsletter,” nor do they have the tag, “Presenters,” nor do they have the tag, “Conference.”

Example 3: “AND” logic with both positive and negative conditions

As a third example, let’s say you are creating a segment that uses a mix of positive and negative conditions with the “AND” logic:

Our system will include contacts who have both the “Newsletter” and “Conference” tags and who do not have the “Presenters” tag. If a contact has all three tags, they will not be included in this segment because they do not meet the “tag does not exist Presenters” condition.

“OR” logic condition

With the “OR” logic condition, our system will look at each condition independently. This means that contacts only need to meet one of your conditions in order to be included. Conditions in this type of segment are NOT dependent on each other so “OR” conditions will broaden your results.

Below are three examples illustrating “OR” logic and what outcomes you can expect to see:

Example 1: “OR” Logic with positive conditions

Let’s say you are creating a segment that is using “OR” logic with positive conditions:

This is how our system looks for and includes contacts based on this type of segment:

  1. We will first check to see if any of your contacts have the “Newsletter” tag. If we locate any contacts with that tag, they are included in your segment.
  2. We will then check to see if any of your contacts have the “Presenters” tag. If we locate any contacts with that tag, they too are included in your segment.
  3. Lastly, we will then check to see if any of your contacts have the “Conference” tag. If we locate any contacts who have that tag, they too are included in your segment.

Because these conditions are independent of each other, it will include contacts who meet only one out of three of your conditions. For example, if a contact does have the “Newsletter” tag, but does not have the other two tags, they will still be included in your segment.

Example 2: “OR” logic with negative conditions

Now, let’s say you are creating a segment using “OR” logic with negative conditions:

This is how our system looks for and includes contacts based on this type of segment:

  1. We will first check to see if any of your contacts do NOT have the “Newsletter” tag. If we locate any contacts that do not have that tag, they are included in your segment.
  2. We will then check to see if any of your contacts do NOT have the “Presenters” tag. If we locate any contacts that do not have that tag, they too are included in your segment.
  3. Lastly, we will check to see if any of your contacts do NOT have the tag, “Conference.” If we locate any contacts that do not have that tag, they too are added to your segment. 

Again, a contact only needs to meet one of those conditions in order to be included your segment. It does not matter if they do not meet the other conditions. They will still be included in your segment.

This means that if a contact does NOT have the “Newsletter” tag but DOES have the “Presenters” tag, they will be included in your segment. This is because they met the “Tag does NOT exist Newsletter” condition. 

If you want to exclude contacts who do not have the “Newsletter” tag, who do not have the “Presenters” tag, and who do not have the “Conference” tag, then we recommend using an “And” statement rather than an “Or” statement.

Example 3: “OR” logic with both positive and negative conditions

As a third example, let’s say you are creating a segment that uses a mix of positive and negative statements with the “OR” logic condition:

This is how our system looks for and includes contacts based on this type of segment:

  1. We first look for contacts who have the “Newsletter” tag. If we locate any contacts who have that tag, they are included in your segment.
  2. We then look for contacts who do NOT have the “Presenters” tag. If we locate any contacts who do NOT have that tag, they too are included in your segment.
  3. Lastly, we’ll look for contacts who DO have the tag, “Conference.” If we locate any contacts who DO have that tag, they too are added to your segment. 

If a contact has both the “Newsletter” tag and the “Presenters” tag, they will be included in your segment. This is because they met the “Tag Exists Newsletter” condition. 

 

A segment is a subgroup of contacts on your list that you can send highly targeted messaging to. Segments can be created from an advanced search, when selecting a list during the campaign creation process, or from the Lists Overview page.

Saved segments are accessed from the Lists Overview page by clicking the down caret for any list, then clicking segments.

The List row will expand to show all segments that the selected list has permissions to edit:

Click on any segment to view/edit its conditions and view a list of contacts who meet the segment conditions.

Note that all segments will look for all contacts in your account who meet the segment conditions you set, regardless of which list they are associated with. The number of contacts for any segment will appear smaller when viewing the Campaign Summary page before sending an email.