How can we help?
Accounts and billing
Your account
- Login verification FAQ
- Account settings - an overview
- Changing the account owner or their email address
- Managing your account settings and options
- Changing your password
- How can I get in touch with my account manager (EMEA region)?
Team management
Billing
Compliance
- ★ Brexit FAQ
- What's GDPR?
- Record consent for your contacts
- GDPR FAQ
- The California Consumer Privacy Act for Engagement Cloud
- The California Consumer Privacy Act for CPaaS
Trial accounts
Getting started with email campaigns
- ★ Getting started — Introduction
- Getting started — Adding contacts to your account
- Getting started — Choosing a template
- Getting started — Campaign setup details
- Getting started — Creating your campaign in EasyEditor
- Getting started — Creating the plain text version of your campaign
Creating an email campaign
Editing an email campaign
- How do I send a unique link to each of my contacts?
- Reviewing your campaign summary
- Using GIFs in email campaigns
- How can I add a link to my campaign that will create a calendar appointment so recipients can save a date?
- Editing campaign content
- Using dynamic rules and personalisation on subject lines and 'from' names
Using EasyEditor to edit your email campaign
- ★ EasyEditor - an overview
- ★ Working with images in EasyEditor
- ★ Using dynamic content in campaigns
- Use the Last browsed product block in an email campaign
- Getting started with EasyEditor's user interface
- Working with EasyEditor building blocks
Testing an email campaign
Sending an email campaign
- Editing settings for an unsent campaign
- About the campaign Summary
- Sending a campaign
- Creating emails in multiple languages and alphabets
- Using the campaign approval system
- Controlling the send rate of a campaign
Tracking an email campaign
After sending an email campaign
- Can I recall a campaign sent by mistake?
- Handling replies to campaigns
- Changing the link URL in a sent campaign
- Using the outbox
- Copying a campaign
- How can I control the preview when sharing to Facebook?
Deleting an email campaign
Email templates
EasyEditor template markup
- ★ EasyEditor template markup overview
- ★ Making your email template responsive
- ★ Adding HTML to email templates
- Adding CSS to email templates
- CSS inliner
- Creating text styles in EasyEditor
Split testing an email campaign
Advanced personalisation
- ★ Advanced personalisation - an overview
- ★ Adding advanced personalisation to your account
- ★ Scripting content with advanced personalisation
- Personalising your emails and landing pages
- Outputs and data objects
- Filtering Liquid outputs
Email automation
- ★ Automation - an overview
- ★ Automated and triggered campaigns - an overview
- Creating a triggered campaign
- Sending contacts a campaign or enrolling them on a program when they join an address book
- Triggering a campaign when a contact unsubscribes from an address book
- Triggering an automatic response whenever a contact replies to any campaign they've been sent
Program builder
- Segmenting on email replies
- Use last browsed WebInsight data in a program
- Program messaging channel: Push notification
- Program messaging channel: Facebook Messenger
- Program messaging channel: Allowing contacts to opt into Facebook Messenger
- Program messaging channel: Allowing contacts to opt out of Facebook Messenger
Email contacts
- ★ Contacts - an overview
- ★ Resubscribing a contact after they've been unsubscribed
- Viewing and editing a contact
- Searching your contact lists for a particular domain
- Establishing when a contact subscribed
- Unsubscribing contacts
Email address books
- Taking a random sample of contacts to create a new address book
- Signing up for address book subscription notifications
- Enhanced user permissions for address books
- Importing contacts into an address book
- How do I export unsubscribers from specific address books?
- Merging address books
Email segments
- ★ Segmentation - an overview
- ★ Segmenting your contacts - Getting started
- Types of segmentation rules
- Working with segments
- Using SMS replies to segment contacts
- How do I segment my contacts who have a verified double opt-in type?
Suppressed email contacts
Email contact data fields
Email marketing preferences
Email contact scoring
Subscribing and unsubscribing email contacts
- ★ Creating a signup form
- Setting up a preference centre
- Displaying the Unsubscribe or Preferences page in your recipient's native language
- Troubleshooting the unsubscribe page
- Using verified double opt-in
- Creating a customised unsubscribe form
Email contacts advanced features
Email campaign advanced options
- All about branded domains - or sending with a custom 'from' address (CFA)
- Delegating a subdomain to our servers
- Understanding your sender reputation
- Grouping campaigns together using tags
- List-Unsubscribe FAQ
- Adding campaigns as feeds to a website
Reporting
- ★ Email reporting - an overview
- ★ Understanding account reports
- ★ Understanding the campaign report overview
- ★ Understanding bounces and suppressions
- Filter contacts in campaign reports
- Compare campaign reports
Email FAQ
- Does it get recorded when a contact opts in to receive my emails?
- Gmail FAQ
- What links might I need when building emails outside EasyEditor?
- Can I use purchased email lists/data?
- Do I need a dedicated IP address?
- What IP addresses does the application use to send email, so I can ask to have them whitelisted?
Pages and forms
Pages
- Pages overview
- Adding pages to your account
- Create a page
- Managing pages
- Designing a page with EasyEditor
- Choose a page template
Forms
- Forms overview
- Multipage forms
- Submit actions
- Email alerts
- Section logic (branching)
- Partial completions
Surveys & forms
Getting started with Survey & forms
Creating a survey
- Choose a survey template
- Design your survey - an introduction
- Design your survey - configure layout elements
- Design your survey - configure text box, drop-down, multiple choice and checkbox elements
- Design your survey - configure a Likert scale element
- Design your survey - configure an email address element
Sharing a survey
After sharing a survey
Surveys & forms FAQs
SMS
Getting started with SMS
Creating an SMS campaign
Editing an SMS campaign
Testing an SMS campaign
Sending an SMS campaign
Tracking an SMS campaign
After sending an SMS campaign
Deleting an SMS campaign
Advanced SMS options
Split testing an SMS campaign
Auto-responder for SMS
SMS contacts
Transactional email
Getting started with transactional email
Using transactional email
Transactional email templates
Ecommerce
Abandoned carts
- Abandoned carts
- Which abandoned carts/abandoned checkout implementation do you need?
- Introducing the Abandoned carts module
- Basic service abandoned carts – an overview for marketeers
- Full service abandoned carts – an overview for marketeers
- Setting up abandoned carts
Product recommendations
- ★ Product recommendations overview
- ★ Product recommendation builder
- Variant handling
- Catalog level rules
- Also bought - Product recommendation
- Custom category - Product recommendation
Ecommerce reports
- Product catalogs
- Persona movement
- Retail Dashboard
- Ecommerce reports
- Customer dashboard
- Ecommerce reports and non-marketing contacts
Web behavior tracking
- ★ Web Behavior Tracking - an overview
- Introduction to Web behaviour tracking
- Installation of Web behavior tracking
- Use Web Behavior Tracking for segmentation
- Use Web Behavior Tracking to increase your sales
- Use Web Behavior Tracking to increase webform completion
Insight data
Integrations
Magento 1
- Migrating from Magento 1 to Magento 2
- General: Getting started - Magento 1
- General: Installation - Magento 1
- General: API credentials - Magento 1
- General: Dashboard - Magento 1
- General: Automation Studio - Magento 1
Magento 2
- ★ Integrate Engagement Cloud with Magento 2
- General: Getting started - Magento 2
- General: Installation - Magento 2
- General: API credentials - Magento 2
- General: Automation Studio - Magento 2
- General: Customer preference centre - Magento 2
Microsoft Dynamics
- ★ Engagement Cloud for Microsoft Dynamics - Release notes
- ★ Engagement Cloud for Microsoft Dynamics - Training video
- ★ Microsoft Dynamics - FAQ
- ★ Updating your version of Microsoft Dynamics CRM?
- ★ What IP addresses do I need to whitelist for my Microsoft Dynamics firewall?
- Microsoft Dynamics 365 - Unified Interface
Salesforce
- ★ Getting started with Engagement Cloud for Salesforce
- ★ Introduction to Engagement Cloud for Salesforce
- ★ Engagement Cloud for Salesforce release notes
- Marketing preferences in Engagement Cloud for Salesforce
- Salesforce campaigns in Engagement Cloud for Salesforce
- Contacts and Leads tabs in Engagement Cloud for Salesforce
Shopify
- Install and setup the Shopify connector
- Working with Shopify dynamic coupon codes
- Using abandoned checkout with the Shopify connector
- Using abandoned cart with the Shopify connector
- Using Shopify Flow
- Shopify connector training video
Commerce flow
- Introduction to abandoned browse
- BigCommerce connector: Abandoned cart
- BigCommerce connector - Installation and setup
- Connect another store to your account
- WooCommerce connector - Installation and setup
- WooCommerce connector - Abandoned Cart
Zapier
WordPress
Social media integrations
Using the API
Chat
Getting started with Chat
The Chat widget
Chat teams
Working with Chat
- Manage your chat queue
- Read and reply to a chat session
- Add an emoji in a chat
- Send a file in a chat
- Send an image in a chat
- Transfer a chat to another agent
Chat contacts
Announcements
Feature releases
- 12 February 2020 - Engagement Cloud for Magento Enterprise (v1.0.6) release
- 12 February 2020 - Engagement Cloud for Magento 2 (v4.3.4) release
- 12 February 2020 - Introducing: 20one
- 29 January 2020 - Engagement Cloud for Magento 2 (v4.3.3) release
- 29 January 2020 - Engagement Cloud for Magento 1 (v6.4.25) release
- 29 January 2020 - Improvements to product recommendations and more!
Help and support
Frequently asked questions
What's new?
- 12 February 2020 - Engagement Cloud for Magento Enterprise (v1.0.6) release
- 12 February 2020 - Engagement Cloud for Magento 2 (v4.3.4) release
- 12 February 2020 - Introducing: 20one
- 29 January 2020 - Engagement Cloud for Magento 2 (v4.3.3) release
- 29 January 2020 - Engagement Cloud for Magento 1 (v6.4.25) release
- 29 January 2020 - Improvements to product recommendations and more!
Contact support
UK: +44 020 7183 8657
US: +1 631 240 4929
AUS: +61 2 8015 6275
CA: +1 604 200 0527
SA: +27 87 550 4849
SE: +46 10 138 85 86
NZ: +64 9 886 4996
dotdigitalhelp
You can contact support at any time by emailing support@dotdigital.com