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Contacts Manager FAQs

Contacts Manager FAQs

After bulk importing a spreadsheet or CSV of contacts, my group is still showing as zero. What went wrong?

Assuming you have not reached your contact limit, this is primarily caused by a formatting issue within the spreadsheet. Please follow the instructions shown on the right hand side of the import process, and ensure your spreadsheet or CSV file are plain text only. This can be achieved by copying and pasting as "Values Only" into a new spreadsheet. If you continue to run into problems importing, please contact our support team on +44 (0)20 3320 8750 or by visiting Live Chat.


How can I export my entire contact database from e-shot™?

To export your entire contact database, head over to the Contacts Manager and select the status of the contacts that you'd like to export under the General Statistics section. From here, you can then choose to "Export to CSV".


How do I add a new contact?

Clicking the 'Add a new contact' action on the right hand side of the Contacts Manager will display a dialogue box which will allow you to add a new contact by manually entering their details, and selecting which groups they should be subscribed to. For bulk importing, please see "Import contacts".


How do I add, edit or delete a test contact?

Clicking the 'Manage test contacts' action on the right hand side of the Contacts Manager will display a new page which will allow you to add, edit and delete test contacts. It is also possible to bulk import test contacts on this page on the right hand side, by uploading a CSV file of multiple contacts.


How can I manually unsubscribe a contact?

Once you have located the contact you wish to unsubscribe, click the edit (pencil) icon and then manually unsubscribe them by ticking the "Unsubscribe" checkbox in the dialogue window that appears. This is a permanent amendment and cannot be undone.


How do I edit a group?

When on the Contacts Manager, every group name is a clickable hyperlink that will open a dialogue window permitting the user to edit the group's details. Alternatively, clicking the pencil icon to the right hand side of the row will also show the same window.


How do I create a group?

Clicking the 'Add group' action on the right hand side of the Contacts Manager will display a dialogue box which will allow you to add a new group with a name of your choosing.


How do I perform a bulk import of contacts?

Clicking the 'Import contacts' action on the right hand side of the Contacts Manager will display a step by step wizard to import a spreadsheet or CSV file of contacts. For a video tutorial on how to
use the Import contacts feature, please click here.


How do I create a subgroup?

Clicking the 'Add subgroup' action on the right hand side of the Contacts Manager will display a dialogue box which will allow you to add a new subgroup with the filtering preferences of your choice, including parent group, field value criteria, and additional filters.


How do I merge two or more groups together?

Clicking the 'Merge Manager' action on the right hand side of the Contacts Manager will display a step by step wizard to guide you through merging groups together, and retaining or deleting the originals.


How do I resubscribe a contact?

A contact can only be resubscribed if the contact clicks again on their own unsubscribe link on the email they initially unsubscribed from. If the contact can no longer find the email, you can contact the customer success team on +44 (0)20 3320 8750 to have them manually resubscribed.


What are sources?

Sources are an analytical perspective of contacts, based on where they originated from. For example, sources may include CRM, data providers, or e-commerce channels.


How do I split a group into two or more groups?

Clicking the 'Split Manager' action on the right hand side of the Contacts Manager will display a step by step wizard to guide you through splitting groups apart, retaining or deleting the originals and the split ratio per new group. This is a particularly effective method of performing split testing.


If I delete a contact and then re-add them, will e-shot remember their status?

All contacts are soft-deleted on the e-shot™ system so that all statuses, unsubscription preferences and personal details are resurrected when a contact is deleted and re-added.


What is a group filter?

A group filter, when applied to a parent group, is a live filter or segmentation of contacts based on certain criteria of field values.  


What are test contacts?

Test contacts are friends, colleagues and peers from whom you wish to receive feedback or sign off before sending your campaign. They are separated off from your normal recipients to ensure test emails do not count towards email credit usage.


Why does the "Total Number of Rows" on on my import summary email exceed the total amount of contacts in the resulting group?

If the "Total Number of Rows" is higher than the total amount of contacts, it could indicate that the spreadsheet imported contains cells in the email column which are either empty, or contain malformed email addresses.  


When a contact unsubscribes, what happens if I import them again?

Once unsubscribed, a contact cannot be deleted, re-added or reactivated. The contact remains on the system as a ghost but is deducted from the contact limit of any contact based accounts.


Why is my custom field name 'reserved'?

e-shot™'s database reserves some keywords to ensure there are no conflicts. A slight alteration on your name should be fine.

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