Contact Center

Follow

Comments

34 comments

  • Avatar
    Hannah

    Is there a plan to add member types to email through the contact center?  There will be some things we want to email to everyone and others to only active members.  I seems extremely time consuming to have to do an advanced search and saving that list  before doing a members only email.  Thanks.

    1
    Comment actions Permalink
  • Avatar
    Andi Rawl

    I just sent a letter to certain members through the contact center. I didn't realize until the letter was delivered that the footer has an old mailing address. How do I update this footer?  erinppate@gmail.com

    1
    Comment actions Permalink
  • Avatar
    Jaclyn Schwarz

    If we set up an email to be sent at a later date, will it show up in the Message Report with the option to edit or cancel UNTIL the date at which it is supposed to be sent out? Thanks!

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Shameeka - I'm not sure which report you're referring to. A similar article to this one is available for Classic customers here. Hope that helps!

    0
    Comment actions Permalink
  • Avatar
    Jay Fitzmaurice

    Hello Michele! The current MemberClicks platform does not have faxing functionality. If that's something you're interested in, please feel free to leave us some feedback.

    0
    Comment actions Permalink
  • Avatar
    Jay Fitzmaurice

    Hey there Carolyn! I just send your inquiry over to our Help Team so they could check out why you're not seeing the new Test option. We'll be in touch!

    0
    Comment actions Permalink
  • Avatar
    Marci Hickey

    We are designing an image for an email header in the Contact Center.  Can you provide guidance regarding the recommended size of the image?

    thank you!

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Marci - This article includes our customizable email templates, as well as information on best practices for editing them and sizing logo/header images. If you are using one of the templates with a logo, size the logo between 160px and 400px wide. If you are using one with a full width header image, size the header at no larger than 660px wide.

    0
    Comment actions Permalink
  • Avatar
    Leah Sweet

    How can you add additional lists for the "Select Recipients From" drop down?  Right now, the only choice is for all active and graced profiles. How can I send members' only communications? Thanks! 

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Rebecca - I can see that you have a ticket with the Help Team about this issue. I'm going to circle up with the team about their response - please expect to receive a reply via that ticket soon!

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Leah - Right now, you aren't able to have multiple saved searches/lists inside the Contact Center. Your options are to send to all Active and Graced profiles, or to send to the list of members tagged from the Profile List.

    To send a message to a specific list, like members only, start from the Profile List. Run the Advanced Search you need > tag all members that result in the search > click the Actions dropdown on the right > choose Contact. I've included a short GIF video below running a search for specific Member Types only, and contacting them.

    contact.gif

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Hannah - I'm not sure I'm clear on what you're asking about. If you have a group of people you regularly contact (ex. all members in 3 different Member Types), I would recommend running that search and saving the Search Criteria so that in the future, you can use the Saved Search to contact those members rather than running a new search each time. It might make sense to call the Help Team to talk through options over the phone so that we can advise on best practices for your specific situation. We're here until 8PM ET tonight and can be reached at 404-879-2800!

    0
    Comment actions Permalink
  • Avatar
    Chuck Maenner

    Can you explain the different groups on the Message Report page?  Specifically, "Opted Out of Contact Center," "Globally Opted Out," and "Unsubscribe" under "Message Statistics."   What to they mean in regards to messages I send to them?

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Erin - we'll need to update that address for you. You can email the correct address to help@memberclicks.com and let the Help Team know that you need your contact center email footer updated. I also noticed that you're using the MemberClicks Classic system, and this comment is on our new platform article. Just in case, here's a link to our Classic articles.

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Chuck - First, it looks like you're using our Classic system, and this article is about the new platform. A similar article for the Classic platform is viewable here. This article also describes the different types of opt out available, which I think you'll find helpful.

    • Globally Opted Out - this number represents profiles who have chosen to Globally Unsubscribe. Globally unsubscribing will stop all emails that are not form confirmations and renewal notices, regardless of settings.

    • Opted Out of Contact Center -  this number represents profiles who have chosen to opt out of mass emails sent through the contact center specifically. These people may still be opted in to receive Community specific notifications.

    • Unsubscribe - this number represents profiles who unsubscribed using the unsubscribe link in the footer of the specific message you're viewing statistics for.

    If you do have other questions, please reach out to the Help Team by phone or email and they'll be happy to assist!

    0
    Comment actions Permalink
  • Avatar
    Neil Holdway

    Um, I don't even have a "Community" menu on my admin page. I'm seeking specifically the confirmation message templates. Really, what I'd like is a way to have a confirmation message that easily just shows everything that was entered on the form, without me having to create several merge-data commands.

    0
    Comment actions Permalink
  • Avatar
    Jay Fitzmaurice

    Hey there Robert. E-Lists are a member benefit feature in the system, so they aren't intended for Prospect use. As for Contact Center messages, a Prospect in the database can receive those communications, but also manage them with the same "Unsubscribe" link that is at the bottom of every message.

    If there are enhancements you would like to see made to the product - here or elsewhere - please feel free to leave our Product Team some feedback here. This link is also available in the bottom right ? of your Admin dashboard.

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Neil - It looks like you're using our Classic platform. This documentation is for the new platform, but there's a similar article for the Classic platform available here. This article includes confirmation email templates for Classic, which you can customize to add additional information. Since every form includes different fields, you will need to merge in the more customized form fields to design the confirmation messages to meet your needs. Hope that helps!

    0
    Comment actions Permalink
  • Avatar
    Robert Beets

    From what I've seen, the e-list feature and the contact center don't have the functionality to allow Prospects to signup for an email and manage their email preferences. That level of complexity seems to be saved only for active, non-lapsed members. Am I missing something?

    If not, this is another case of an association product not building in real-world marketing/communication needs. If not, feature needs to be addressed as soon as possible to be a truly good product and reduce the need to rely on third party software.

    0
    Comment actions Permalink
  • Avatar
    Marci Hickey

    Who is the email service provider and sending server?  I want to share this information with members so they "whitelist" messages from us at their server level.  I'm concerned that our emails are being blocked and want to get the message out to members about how to make sure they are receiving our messages.

    0
    Comment actions Permalink
  • Avatar
    Kimberly Russo

    Similar to my question above, we have an additional field in our member accounts that lists their spouse email address.  Is there any way, within MemberClicks, to email to that spouse address?  Or would we just have to export that information and use a different software tool to send that mail?

    0
    Comment actions Permalink
  • Avatar
    Kimberly Russo

    Is there a way to send emails to multiple addresses per member? We have an option for them to include their spouse's email on their profile, and we want the spouse to be able to get certain emails as well. Thanks!

    0
    Comment actions Permalink
  • Avatar
    Diane Stone

    i am having the same problem that members are not getting emails because of their internal systems blocking.  Can this be changed where it shows the email is coming from our organizations name and not memberclick.

    0
    Comment actions Permalink
  • Avatar
    Carolyn Huntington

    I'm not seeing the option of sending a Test email as stated in the 6/26 Product Update which reads: "Next to Message Send Time at the bottom of the page, choose Test and enter an email address".  There is nothing next to the Message Send Time and the drop down lists "Now" or "A later date" - am I missing something?

    Send a Test Email from the Contact Center!

    You can now send a true "test" email from the Contact Center without having to wait 5 minutes! Next to Message Send Time at the bottom of the page, choose Test and enter an email address. The "test" option will ignore any profiles tagged above and only send to the test email address you enter. This message will take just 1 minute to send. Happy Testing!

    0
    Comment actions Permalink
  • Avatar
    Jay Fitzmaurice

    Hey Kimberly! At this time, only the primary address can be emailed in the system. Same as before, I'd recommend leaving feedback for our Product Team so we know all you're trying to accomplish here!

    0
    Comment actions Permalink
  • Avatar
    Eric Anderson

    My research seems to be showing that for messages sent out via the Contact Center will always use the "Primary Address" versus the "Preferred Address". True? Should I take a different approach to mass mailings other than the Contact Center or should I swap the Primary and Preferred entries in the DB?

    0
    Comment actions Permalink
  • Avatar
    Kinsey Mahan

    Hi Sara - The new platform (and Classic) does not dedupe emails going out automatically. My recommendation would be to create a saved search of the profiles you would like to send to (by Member Type) rather than emailing ALL profiles at once that excludes the organization profiles. If you save the search based on criteria, it will dynamically update as new members that meet your criteria are added. I hope that helps!

    0
    Comment actions Permalink
  • Avatar
    Sara Wilson

    Hi, Is there a way to prevent duplicate emails going to same email address? We have many members who have email addresses listed as org email, individual email and sometimes also their children's emails who currently receive 3 copies of the same message. I don't think we had this problem in Classic. Thanks!

    0
    Comment actions Permalink
  • Avatar
    Jay Fitzmaurice

    Hey Jaclyn! When you schedule a message, you will have the opportunity to Cancel is up until the date/time it is set up to send. If you need to make edits, you would want to cancel the message and go to the Contact Center to make your edits.

    0
    Comment actions Permalink
  • Avatar
    Chris Byess

    Hey Diane!

    If communication with Memberclicks is being blocked, then it sounds as if they'll need to place us on their email client's whitelist. Doing this will allow messages from Memberclicks to come through. To do this, they'll just need to give their email client the below mailing ip addresses:

    209.235.234.1 and 209.235.234.2

    While this should do the trick, if you have any further complications arise, or if you have further questions, feel free to email us at help@memberclicks.com, and we'll be happy to assist you further!


    0
    Comment actions Permalink

Please sign in to leave a comment.