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)?

See all 14 articles »

Team management

• User access and permissions
• Managing your team
• About team collaboration
• Unlocking a user

Billing

• Your billing details
• Who receives a copy of my invoice?
• Where can I get some advice with my invoice, billing or payments?
• Viewing invoices and paying with a debit/credit card or PayPal

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

See all 9 articles »

Trial accounts

• Can I create a test account?
• Limitations on trial accounts

Email

Get 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

See all 9 articles »

Create an email campaign

• ★ Email campaigns - an overview
• Create an email campaign
• Complete the campaign setup screen
• Campaign creation training video

Edit an email campaign

• Review your campaign summary
• How do I send a unique link to each of my contacts?
• Edit campaign content
• Use dynamic rules and personalisation on subject lines and from names
• Add a GIF to an email campaign
• Add a link to a campaign that creates a calendar appointment

Use EasyEditor to edit your email campaign

• ★ EasyEditor - an overview
• ★ Add images in EasyEditor
• ★ Add dynamic content to an email campaign
• Use the Last browsed product block in an email campaign
• Get started with EasyEditor's user interface
• Use EasyEditor building blocks

See all 32 articles »

Test an email campaign

• Create a preheader for a campaign
• Add a contact to the Test address book
• Send a test send of an email campaign
• Use the inbox and spam filter test
• Preview tool vs inbox tests

Send an email campaign

• Edit settings for an unsent email campaign
• About the campaign Summary
• Send an email campaign
• Create emails in multiple languages and alphabets
• Use the campaign approval system
• Control the send rate of a campaign

See all 7 articles »

Track an email campaign

• ★ Add tracking to email campaign links
• Track domains used in emails sent from our platform
• Use site and ROI tracking
• Link tracking
• Use Google Analytics with Engagement Cloud (FAQ)

After sending an email campaign

• Can I recall a campaign sent by mistake?
• Replies to your email campaign
• Change the linked URL in a sent email campaign
• Use the email campaign outbox
• Copy an email campaign
• How can I control the preview when sharing to Facebook?

See all 8 articles »

Delete an email campaign

• Delete an email campaign
• Recover a deleted email campaign

Email templates

• Select an email template
• Edit a saved email template
• Convert a created campaign into a template
• Upload your HTML email templates

EasyEditor template markup

• ★ EasyEditor template markup overview
• ★ Make your email template responsive
• ★ Add HTML to email templates
• Add CSS to email templates
• CSS inliner
• Create text styles in EasyEditor

See all 10 articles »

Split test an email campaign

• Use split testing to test multiple subject lines, from names, and from addresses
• Configure and sending a campaign that's using split testing

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

See all 7 articles »

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

See all 10 articles »

Program builder

• Understanding the program reports
• 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

See all 37 articles »

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

See all 14 articles »

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

See all 13 articles »

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?

See all 8 articles »

Suppressed email contacts

• Suppressing contacts
• Suppressing email addresses
• Using the Global Suppression List (GSL)
• Sharing suppression lists between accounts
• How do I export my account's suppressed contacts?

Email contact data fields

• Brightpearl integration
• Explaining contact opt-in types
• Creating and deleting contact data fields
• Setting a default value for a contact data field

Email marketing preferences

• Using marketing preferences

Email contact scoring

• ★ Contact scoring - an overview
• ★ Adding contact scoring to your account
• Using contact scoring
• Contact scoring training video

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

See all 7 articles »

Email contacts advanced features

• How to process a Right to be Forgotten request
• How to process a Subject Access Request (SAR)
• Adjusting soft bounce settings
• Creating a seed list
• About the Data Watchdog

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

See all 7 articles »

Email reports

• ★ Email reporting - an overview
• ★ Understanding account reports
• ★ Understanding the campaign report overview
• ★ Understanding bounces and suppressions
• Filter contacts in campaign reports
• Compare campaign reports

See all 25 articles »

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?

See all 12 articles »

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

See all 16 articles »

Forms

• Forms overview
• Assigning data fields to your form blocks
• Multipage forms
• Submit actions
• Email alerts
• Section logic (branching)

See all 9 articles »

Surveys & forms

Getting started with Survey & forms

• ★ Surveys and forms - an overview
• ★ Add surveys and forms to your account
• 'Surveys and forms' training video

Create 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

See all 15 articles »

Share a survey

• Choose your survey settings
• Share your survey
• Survey reports

Survey responses

• Manage survey responses
• Edit your survey that has response data

Surveys & forms FAQs

• Surveys and forms tool FAQs

SMS

Getting started with SMS

• ★ SMS campaigns - Overview
• Getting started with SMS
• Add SMS to your account

Create an SMS campaign

• Creating an SMS campaign

Edit an SMS campaign

• Editing an SMS campaign
• SMS message length and Unicode

Test an SMS campaign

• Test sending an SMS campaign

Send an SMS campaign

• Sending an SMS campaign
• Sending a single SMS message
• Selecting SMS send speed
• Cancelling and modifying scheduled sends

Track an SMS campaign

• Tracking an SMS campaign

After sending an SMS campaign

• Delete SMS replies
• Using the SMS outbox
• SMS reporting
• Replies from SMS campaigns

Delete an SMS campaign

• Deleting an SMS campaign

Split test an SMS campaign

• Set up a split test SMS campaign
• Working with split test versions
• Create content for your split test SMS versions
• Send your split test SMS campaign
• Split test SMS validation errors

Auto-responder for SMS

• Create a default SMS auto-responder
• Create a trigger word auto-responder
• Auto-responder reports

SMS contacts

• SMS address books

Transactional email

Get started with transactional email

• ★ Transactional email - an overview
• ★ Add transactional email to your account

Use transactional email

• Use of transactional email

Transactional email templates

• Create and design a transactional email template

Ecommerce

Abandoned browse

• Introduction to abandoned browse

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

See all 10 articles »

Product recommendations

• ★ Product recommendations overview
• ★ Product recommendation builder
• Variant handling
• Catalog level rules
• Also bought - Product recommendation
• Custom category - Product recommendation

See all 19 articles »

Ecommerce reports

• Product catalogs
• Persona movement
• Using the Retail dashboard
• Using the Ecommerce reports
• Understanding the customer dashboard
• Ecommerce reports and non-marketing contacts

See all 12 articles »

Web behavior tracking

• ★ Web Behavior Tracking - an overview
• Introduction to Web behavior 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

See all 8 articles »

Insight data

• ★ Overview of Insight data
• Using Insight data (non-developers' guide)
• Using Insight data (developers' guide)
• Using Insight data for segmentation
• AccountInsight

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

See all 49 articles »

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

See all 35 articles »

Magento Commerce for B2B

• Getting started with Magento Commerce for B2B
• Sync company data
• Sync shared catalogs
• Sync B2B quotes

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

See all 30 articles »

Salesforce

• ★ Getting started with Engagement Cloud for Salesforce
• ★ Introduction to Engagement Cloud for Salesforce
• ★ Engagement Cloud for Salesforce release notes
• Synchronise contacts or leads from Salesforce to Engagement Cloud
• Marketing preferences in Engagement Cloud for Salesforce
• Salesforce campaigns in Engagement Cloud for Salesforce

See all 29 articles »

Shopify

• Install and setup the Shopify connector
• Using Shopify dynamic coupon codes
• Set up abandoned checkout with Shopify
• Set up abandoned cart with Shopify
• Using Shopify Flow with Engagement Cloud
• Shopify connector training video

See all 7 articles »

Commerce flow

• Commerce flow contact types
• BigCommerce connector: Abandoned cart
• BigCommerce connector - Installation and setup
• Connect another store to your account
• WooCommerce connector - Installation and setup
• WooCommerce connector - Abandoned Cart

See all 11 articles »

Zapier

• ★ Introduction to Zapier
• Connecting your Engagement Cloud account to Zapier
• Actions
• Triggers

WordPress

• Using our WordPress sign-up form plugin v2

Social media integrations

• How to add an email signup button to your Facebook page

Using the API

• ★ How do I create an API user?
• Have you visited our API documentation in the developer hub?
• Using OAuth 2.0 with Engagement Cloud (a non-developer's guide)

Chat

Get started with Chat

• ★ Get started with Chat
• Roles and permissions of Chat

The Chat widget

• Customise the chat widget
• Add the Chat widget to a website
• Add the Chat widget to an Engagement Cloud page

Chat teams

• Edit your team name
• Set your automated messages
• Set your team working hours
• Add a team picture in Chat
• Add agents to your team
• Remove agents from your team

See all 8 articles »

Use Chat

• Add or change your Chat profile picture
• 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

See all 11 articles »

Chat contacts

• Add a Chat user as a contact
• Link a Chat session to an existing contact
• Export a contact and their chat history
• Delete a contact

Announcements

Feature releases

• 20 May 2020 - Engagement Cloud for Magento 2 (v4.5.3) release
• 20 May 2020 - Engagement Cloud release notes for 2020.2.4
• 06 May 2020 - Engagement Cloud for Magento 2 (v4.5.2) release
• 06 May 2020 - Engagement Cloud release notes for 2020.2.3 (aka 20two)
• 22 April 2020 - Engagement Cloud for Magento 1 (v6.4.28) release
• 22 April 2020 - Engagement Cloud release notes for 2020.2.2

See all 288 articles »

Help and support

Contact us

• Contact support

Frequently asked questions

• ★ Are there any training videos I can watch?