No but it is possible to export the generated list for loading in external systems, CRM or other.

The data that can be used to create segments are:

• demographic;
• behavioral data related to contact responses to previous campaigns (digital communications and service subscription);
• behavioral and predictive data enrichment (insights);
• behavioral data related to web navigation and e-commerce;
• purchase data and coupons.

NOTE: eCommerce Browsing, Retail and Web Browsing events are available for segmentation only within the Marketing Cloud.

No, it is not possible to upload lists for one-shot campaigns. A consistent flow of integration of new contacts and behaviors is required.

Plan is configured to update data once a day. You can check the import execution in the Load Log section. For more details, click here.

Each Plan configuration is based on an existing user database in Send. If you are required to use Plan on different user databases, you must create a Plan configuration for each of these databases. However, note that Plan only works correctly with user databases that contain complete customer information. It is not designed to work with databases that are used to load external lists for each individual campaign.

Not automatically. The import of historical data from other systems must be evaluated on a case-by-case basis and, if feasible, managed and evaluated as a customised project.

Only users with special roles, e.g. Administrator, can access all data.

Yes. We at Contactlab consider the protection of privacy and data extremely important and take it very seriously. Each customer only uses their own instance of the platform. There is no way to access data belonging to other customers.

Yes, of course. It is possible, for example, to create a segment based only on demographic data or using responses to previous digital campaigns. You can add information on purchasing behavior at any other time and according to your needs.

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This can happen for several reasons:

• check that you have used the correct username and password to access;
• the credentials used are not enabled to access the specific section;
• the account may be enabled to access the section but is not associated with any configuration.

A segment is made up of all those contacts that meet the established conditions at a specific time. Even if the conditions do not change over time, the behavior of your contacts and the composition of your database may vary. Segments are dynamic and contacts are selected from the database each time you open or use that segment.

If, for example, you are looking for contacts who click on a campaign at least three times “in the last week”, it may be that the segment provides different results on Monday and Friday. This is due, for example, to contact behavior “in the last week”, and in the time period (the week before Monday or the week before Friday) that is used to identify the segment.

Segments are dynamic selections of contacts in your database. As a result, the same segment at different times may have a different set of contacts. However, users with the appropriate permissions can export the list of selected contacts in a segment, on a .csv or .txt file to a SFTP space, or download it from the interface.

No, the user interface allows you to define all the necessary conditions without using any query language.

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Yes. You can define the number of contacts to be used by the segment when creating the relevant schedule. More details here.

Yes, according to two scenarios:

• directly in the Send;
• within customer journey, using the Division function and creating different paths with random configuration of the division.

If you want to send the same campaign to more than one segment, you need to create a new segment by combining the chosen segments.

Plans represent how and when a particular segment will be used. The possible options are:

• create a filter in Send;
• create an email or SMS in Send;
• send contacts to an automation;
• export the list of identified contacts to an SFTP server.

Yes, the number displayed when creating a new plan is the number of contacts you can communicate with at that precise moment. However, keep in mind that the contacts selected from a segment may change over time.

For example, if you create a plan today with a future execution date, the contacts you can communicate with may be different from those shown in the user interface at the time of creation. To make sure you’re using the contacts displayed, select the Generate contact list immediately option. All contacts will be valid unless they are no longer in the database at the time of the delivery.

The reason probably is that Non-Disturb Policies (DND) are active for this plan. If this is the case, it may be that even if a segment selects thousands or millions of contacts, many of them may have already been used by other plans during the same period of the Non-Disturb Policy. As a result, such contacts will not be available for any further deliveries until the policy period ends.

For example, if you have created several plans that have the same day or week execution date and you have a Non-Disturb Policy such as “1 email per day” or “3 emails per week”, then it is likely that many contacts will not be available for all of the plans created.

The reason probably is that you have associated the plan with a Non-Disturb Policy (DND). When a plan is reopened, the list of identified contacts is emptied and recalculated to the new save. The change in the execution date impacts the operation of the Non-Disturb Policy.

For example, contacts that were selected for the original execution date may not be available for the new one because they are already used by other plans and will therefore have reached the Non-Disturb limit for that day or week.

You can determine how contacts are selected for different plans to be executed during the same period of time using Non-Disturb Policies, i.e. saving plans in the order of your priorities.

For example, suppose you have campaigns A, B and C to deliver during the same week. Campaign C is the most important, while A is the least important and you want the contacts to receive only one of the three communications. If you set a Non-Disturb Policy as “1 email per week”, first of all you have to create and save a new plan for the C campaign using that policy and all contacts available in the C segment will be assigned to this campaign. If you then create and save a new plan for campaign B using the same Non-Disturb Policy then all contacts in the segment for plan B that have already been assigned to plan C will not be selected for campaign B. Finally, if you create and save a new plan for campaign A with lower priority and using the same Non-Disturb Policy, all contacts in the segment for plan A that have already been assigned to plan C or plan B will not be selected for campaign A.

The process of creating a new filter in Send may take longer than usual due to one of the following conditions:

• Another plan is generating the contact list at the same time. This may cause queuing;
• Other plans have generated contact lists and are creating filters or deliveries;
• The list has been generated but Send is not currently available for reception. This usually happens when the database is blocked due to an A/B test, a partitioned delivery or a delivery in progress. In this case, several attempts are made before putting the schedule into Error status.

The process of creating a new filter in Send may take longer than usual due to one of the following conditions:

• Another plan is generating the contact list at the same time. This may cause queuing;
• Other plans have generated contact lists and are creating filters or deliveries;
• The list has been generated but Send is not currently available for reception. This usually happens when the database is blocked due to an A/B test, a partitioned delivery or a delivery in progress. In this case, several attempts are made before putting the schedule into Error status.

The reopening of a plan involves the activation of several operations before proceeding successfully.

During the reopening of a plan, the system:

• eliminates all the filters created within Send;
• eliminates the contact lists generated by the plan in order to release them for the purposes of the no-disturb policy.

Deleting a plan involves the activation of several operations before proceeding successfully.

During the operation, the system:

• deletes all the filters created within Send;
• deletes the contact lists generated by the plan.

There are several conditions that can lead to the status of Error. The additional label can give you an idea of what happened:

• An error occurred during the generation of the contact list;
• An error has occurred in the execution of the required action in the plan, e.g. the creation of a filter or a delivery.

In such a situation, it is advisable to reopen the delivery back to draft status, ready to be saved again for a new execution.