LIVE the new single customer view UI!

We can’t reveal everything, so to find out about the many new features contact us or enter the platform and start browsing. It will be easier than you can imagine. However, we would like to give you a sneak peek, because this is a great piece of work that we have carried out as part of the – always open – project to improve your user experience. Yes, because offering you tools that are fast, intuitive, easy to use and at the same time rich and with every response to your needs, is fundamental for us.

The impetus behind this lies in the fact that, with the collection and tracking of your customers’ data and behavior, and with the multiple points of contact and opportunities for communication, you find yourself with a truly vast amount of information. But not all of it is equally useful to your business. That’s why we think you need a marketing platform that can get you to what you’re looking for as quickly as possible, in the best possible way and in just a few steps.

Some news

Reorganisation and simplification of the contact database


From cards with all the information available – but not always necessary and often too much for your goals – to structured and organised profiles, where the really important data is immediately displayed. An optimisation of the header, an area with a clean design, which always remains visible even when you scroll the page. Maximum contextualisation to always remind you where you are and the information you need for your activities. Information spread over several tabs, immediately accessible.


New table navigation and filters

Dynamic tables where you can select the columns to be displayed and scroll through them, always keeping the email as a fixed point. Opportunity to sort rows by any visible field. A simplified contact search function and a new customer creation tab.



New smart components

The interface has been enriched with components aimed at improving the use of content both on the desktop and on mobile, with navigation further optimised for the tablet. A date and time selection mode, where it is possible to quickly indicate the period concerned by clicking on a mask that opens with the various options.

In addition, a secure interface that chooses illustrations to increase the protection of operations. The possibility of making irreparable mistakes, such as deleting a contact, is reduced, with the support of messages accompanied by clear, self-explanatory images that help avoid non-reversible actions.



Drill down into individual events

No more endless, long and scattered lists of events. From a vertical timeline to a heatmap where the events in the database are grouped into 5 categories that can be easily viewed on the screen. A set of events that can be consulted in detail by clicking on the box of interest. Applying an automatic filter on the selected category opens a complete drill-down. Possibility of creating new events in a data entry form with revised and lighter graphics to make the operation quick and safe.




We have a lot more in the pipeline, so send us your feedback and requests through the Contactlab experts you are in contact with. Follow us and together we will live user experiences at the cutting edge.



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Create your targets based on your surveys – Plan UI v.1.40.0 & API v.1.36.1-2241 Release

From October, 24th, 2021 a new version of the platform segmentation functionality will be available
The release is planned from 2:30 pm to 3:00 pm CEST.

What can you do with this release?



The fields you can use to create and refine your audiences have been expanded. This release introduces a new rule for segmenting on the basis of the data you obtain from surveys to your contacts, whether they are customers or prospects.

You can send surveys, publish them on your ecommerce or even collect the thoughts of your customers directly in store, maybe with the support of one of your salespeople or through totems, and thanks to a few simple questions about the quality of the relationship with the brand or the satisfaction of the service, you are able to direct your marketing actions and improve the customer experience, increasing engagement, the return on investment and your revenue.

You can listen to your customers and on the basis of their ratings summarised in KPIs, design customer journeys or trigger campaigns.

For example, you can thank them for providing you with feedbacks and basing on the Completed Survey data, send them a discount coupon as soon as they submit their answers. Or you may decide to design an automation that takes into account one or more of the data captured in the responses.

What it means

First of all, a demonstration of great attention towards customers. Secondly, a further improvement of the customer experience. Not only personal and behavioral data to create your targets, but also their ideas and thoughts translated into actionable data. Start with your customers to personalise your relationship with them and make it last.




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Your html templates at the click of a button – Send Email Designer UI v.1.5.0 Release

From October, 14th, 2021 a new version of Email Designer, the drag & drop email editor in Send and the Marketing Cloud, will be available.
The release is scheduled from 2:30 pm to 3:00 pm CEST.

What can you do with this release?

You can easily download the HTML of your email templates and share it with whoever you want! How? Wherever you are on the platform, you can save the document to your PC in a few simple steps.

Option 1: go to the gallery of your templates and move your mouse over the one you want to use to find the new Download button. By clicking it, you can save it directly to the default location on your PC. The name of the downloaded file is by default the name of the template with the date and time of the last saving. The downloaded version is the one that corresponds to the last save, even if the template is being edited: any unsaved changes do not appear in the downloaded html.


Option 1

Option 2: If you go to the Email Designer and open the template you want, you will find the option to download the template in the top right of the editing window. The downloaded version is the one that is currently displayed, including any changes you have made since the last save.


Option 2

Option 3: You can also choose to download html from the delivery creation wizard. In this case, when you select the template that you want to use in your delivery from the Email Designer gallery, you will find the new Download HTML button in the editing window, next to the Export HTML button, which allows you to download the html.


Option 3

What it means

With a simple click on the new button, you can immediately download the html of your email content. Contactlab’s commitment to improving and optimising your user experience continues.




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Email editor: more functionality and improved usability

The month of August has brought us interesting news for our email editor. New features that enhance Email Designer and make it more and more the ideal tool for the creation of your email marketing campaigns.

What can you do with these releases?

Side bar

You can now hide the side bar that offers all the tools you need to design and edit your template. Especially when you are working on smaller screens or on html with larger widths, it is now possible to increase the visible area for a better editing experience.


Social Icons

Now including TikTok, Whatsapp and Tripadvisor. More possibilities to connect with your contacts in a few quick steps on all the communication channels they use.


Email Designer: icons


What does it mean?

  • Enhance your experience as a Marketing Cloud user.
  • Find all available features without missing any.
  • Save time and focus on activities of greater value to your business.
  • Stay in touch with your customers on all channels, including social, that they use on a daily basis.
  • Leverage all possible modes of interaction to maximise your sales.



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Remove contacts from your journey at the right time! – Flow UI release v.2.41.0 & API v.2.26.1-121

Keep high the quality of the experiences you give your contacts, remove them from the journey they are in when they no longer respond to the conditions assumed or have reached the objective you set.

From September 2nd, 2021, a new version of the marketing automation is available.
The release is planned between 2:30 pm and 3:00 pm CEST.

Flow_releaseWhat can you do with this release?

Not only when an event occurs such as the opening of an email or the conclusion of a purchase: you can now choose to have a contact exit a customised automation even when one or more demographic data changes, choosing the or or and operator according to your needs.

Further enhance their experience with your brand by preventing them from continuing to receive communications and attention on topics that have become of little interest or not entirely relevant.

What it means

Imagine the customers in your store who have a points card. If you design customer journeys for each level of loyalty, when one of them crosses the threshold and becomes a VIP customer, for example, they should leave their current journey and enter one built specifically for those who prove to be loyal customers with higher levels of spending.

Or think how easy it would be to comply with GDPR and privacy regulations by being able to modify your actions towards contacts in your automations as the status of individual consents changes.

The aim of this release is part of the great journey undertaken by Contactlab to offer a tool capable of managing each individual relationship automatically, simply and with savings in time and costs.




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See immediately if your plans were successful – Plan UI release v.1.38.0 & API v.1.36.1-2107

From July 6th, 2021, a new version of the platform segmentation functionality is available.
The release is planned between 2.30 pm and 3.00 pm CEST.

What can you do with this release?

It becomes even easier to manage your plans and make sure everything runs smoothly. When you create a segment and plan its use in an automation, you must be sure that the automation is in an active state, otherwise an error will occur and your journey will not be executed correctly at the time you decide.

To make this easier for you and to ensure that all your plans are successful, we have introduced a new field that appears when the plan is created and displays the status of the automation. You can now choose the automation to which you want to direct your segments. If you choose an automation that is not in active status, you will still be able to complete the creation of the schedule but you will find it among those in error status. It will therefore be necessary to bring the reference automation in active status before the creation of the planning or reopen the planning in error and assign another active automation.





What it means

With the introduction of this new information, the management of your campaigns will be simpler and more immediate. By having the data available at the planning stage, you can save valuable time on the one hand by not having to navigate the platform in search of it, and you have the certainty that no errors will occur and everything will go smoothly. In this sense, this release is designed in the process of constant evolution and optimisation of the user experience when using the Marketing Cloud.



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Pre-configured journeys available in platform for customisable automations – Flow UI release v.2.40.0 & API v.2.26.1-109

From July 6th, 2021, a new version of the marketing automation is available.
The release is planned between 11:00 am and 11:30 am CEST.

What can you do with this release?

You can start from journeys already present in the platform that we have designed for you, to build your own automations. Make as many changes as you like and create new journeys to suit your campaigns and objectives.

Enter the marketing automation area of the platform and access the new Preset section.



You will find four different examples to choose from. Select the automation you want and by clicking the clone button, you will find it immediately available in the Drafts for editing. Open it and start working on it to make it suitable for your target group.



The pre-configured customer journeys you can access are:

  • Recall on a very popular product in a short period to address those of your contacts who repeatedly visit the same product or service on your ecommerce site but do not complete a purchase.
  • Completed order and post purchase survey to thank your customers and ask for their opinion on the product they bought, on their shopping experience, on particular preferences and thus collect information for a personalised follow-up.
  • Abandoned Cart to remind your contacts of the item left in their shopping cart and to keep them interested. Making the most of the moment is important, not letting too much time pass is essential for the purchase to be concluded.
  • Welcome them, perhaps with some further guidance or discount coupons, following their subscription to your newsletter.

What it means

By providing pre-configured templates from which to start, you can save time in the initial design of your flows, free up resources for other valuable activities and reduce the possibility of errors that could impact the operation of the whole route.




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Well begun… the first months of our 2021

It has become a good habit over the last few years to take a moment after the first months of work to share what we have achieved compared to what we had promised. It is also an exercise that our teams do on a daily basis in order to align activities and not leave any fundamental step behind.

We have tried to summarise the main events of the past few months to date and we are proud of what we have managed to do, despite the difficulties and major changes that characterise this period, while maintaining and nurturing a constant channel of communication with our customers and the market. Receiving feedback in times of general uncertainty helps us in the evolution of the platform and its functionalities, guiding priorities. In this way we are always able to respond fully to the needs and requirements, sometimes unspoken, of the increasing number of brands that choose us.

Use email design to push your communications forward

At the beginning of 2020, there was a widespread idea that the email channel would lose ground in the following months. Forced social distancing has made us discover how even the strongest beliefs can be challenged. In a recent study marketers said email was the source of 59% of their ROI (Content Marketing Institute). Today, email marketing is more alive than ever and significant growth rates have been measured. Because of this, the intertwining of usage in recent times and the increase in emails sent and received, consumer expectations have increased. The limited time available to decide whether a communication is of interest or not requires quality messages that are immediately usable, attractive and do not require excessive download time and resources, especially for mobile consumers. 69% of recipients say they delete emails because they are not immediately affected (Janrain and Blue research). He then took up the topic of the weight of the images used or the possibility of differentiating content according to the target audience.



The attention paid to making the work of those who create emails simpler and faster is no less important. New features have been introduced for Email Designer, the platform’s drag-and-drop editor. Some are more evident, such as the optimisation of the preview on smartphones, others less: from the possibility of defining the space between letters to the definition of the heading or the copying of links in text fields, but all equally aimed at making the use intuitive and improving the quality of emails.

Optimise marketing campaign management

The interface redesign project started some time ago and we left it at the end of last year with a Christmas present, the announcement of the new area dedicated to audience creation. The year 2021 started on this path, leading to the renewed marketing automation section. The constant commitment in this direction has the objectives of improving navigability between the functions, keeping the company you are working on active, and offering an optimised tool for the streamlined and immediate management of campaigns.


Further improvements have involved the entire platform with a special focus on the profiling and creation of targets: new error messages guiding to their resolution, notifications confirming the synchronisation of data from updated profiles, customised display of the list of fields for selecting segmentation conditions.

Put marketing automation at the service of your acquisition, development and retention strategies

Placeholder flow

Let the platform work for you. Create journeys and automate tasks. Act quickly if contacts register for your new newsletter. Welcome them with a dedicated discount to be activated in their private area for the next online or in-store purchase by presenting the loyalty card. Design cross-channel customer journeys. Notify your customers by email when the credit card linked to their account is about to expire. Send them text messages confirming the change. And more… manage interactions with your ecommerce, post-purchase surveys, fundraising, and more.

PlanCreate simple targets and explore your audience

Basing on the unique profile of each contact, identify in real-time those who have visited the new collection page on your ecommerce but have not made any subsequent purchases. Create advanced and dynamic segments that include all customers in your shop who do not have an account on your online store or have not downloaded your multichannel campaign app. Quickly identify those who have shown you loyalty in the last period and who have reconfirmed as gold customers. Create custom audiences for retargeting campaigns.

Choose the email and SMS management method that suits you best thanks to the flexibility of Send

Whether you need to send service emails or mass mailings, we have the answer for you. Use the API to send abandoned cart alerts, password recovery notifications, order confirmations, credit card expiration, and ensure a secure and reliable https channel. Or rely on Smartrelay if you don’t have the skills or technology to develop a client or already have applications that generate emails and SMS on their own but are not effective. Ensure email authentication, maintain your reputation high and get feedback for maximum deliverability.

Do you want to announce the launch of a new collection or send a SMS to remind people the summer sales? You can do it directly from the interface and take care of every aspect and detail of the campaign or automate every creation and sending process by choosing XMLD if you have applications able to generate files in standard format, exploiting all the potential of Send. All in full compliance with GDPR regulations.


NL Issue 4

And now?

What’s in the pipeline now? A lot of new things coming up to satisfy the needs and requirements of a world in constant movement, offering a marketing cloud and digital services that can support brands in customer engagement activities that are increasingly challenging and crucial to business, sales and company success. Contact us and we will work together to identify the best strategies and activate the most effective campaigns for your results.


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Customise your target creation page – Plan Release UI v.1.37.0 & API v.1.36.1-2085

From June 8th, 2021, a new version of the platform segmentation functionality is available.
The release is planned between 2.15 pm and 2.45 pm CEST.

What can you do with this release?

When creating your targets, choose the order the fields are displayed according to how it is most effective and immediate for managing your campaigns.

You can in fact modify the list of user properties that the platform offers you, not only by going to the Default column and selecting or deselecting the fields that you wish to display, but also by changing the order of appearance.


Plan release

Once you have logged in, go to Settings > Segments > Field Settings. Here you will find a list of all the values available for audience creation.

The last Pos column allows you to change the viewing order by simply clicking on the arrows. You move the attributes in this way and the saving is contextual, i.e. it is done automatically without the need to save the change you have made.

Remember, however, that the new order only applies when creating a segment and not when opening a previously generated segment, which will display the valid order when it is first saved.

What it means

You can now decide how best to manage your workspace improving your user experience and allowing you to optimise time or operations for the creation of your targets.



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The best of the Marketing Cloud in 2020

We have just said goodbye to a special year in which we had to deal with unexpected events. We were used to our balances but they have been upset and the forecasts made for 2020 have been questioned, also in the field of marketing communications and customer engagement.

More than in the past, it’s time to look at the results, and so we have tried to do so, highlighting the best of what happened at the Marketing Cloud last year.

It was immediately apparent that social distancing called brands to new challenges, and in many cases accelerated digitalisation processes that had been postponed or put on hold.

The importance of customer relationships and the continuity of the relationship over time has gained strength. Brands have been forced to take every opportunity to communicate in the best possible way. Contact methods have been revised, timeframes have been changed and the management of increasingly high expectations has been modified.

Brands have thus realised how crucial it is to have the right tools: technologies and experts who team up and support them to accompany their customers during the purchasing phase and in the loyalty process, offering memorable experiences.

Let’s take a look at what happened in 2020 and try to get ideas to start again together for a breakthrough 2021!


Smartworking, (smart)platform.

Smartworking_2020When your brand has been smartworking, Contactlab’s Marketing Cloud has been a valuable ally in providing continuity in customer relationship management.

From the office or at home, day or night, with or without technical knowledge, at all levels of the company, a platform that is always available, up-to-date and within everyone’s reach. Accessible from any device or browser, with any type of connection and at any time of day. The brands have been able to really appreciate and understand how much the business survival can depend on the reliability of the available tools. We have put and continue to put everything at our disposal on the table so that business does not stop despite everything.


What the health emergency teaches to marketing engagement.

Personalized experienceThe Marketing Cloud has not only facilitated smartworking but has always provided what is needed to ensure a prompt response to new consumer needs and demands. The year 2020 teaches us that brands cannot do without paying attention to time management – timeliness and speed of communications and operations, to the quality of the relationship with the customer – unique and recognised across different channels, to the satisfaction of expectations – personalisation, attention to detail and fulfilment of promises. We must learn together from the past and renew our commitment to the future.


The personalisation of marketing campaigns made each relationship unique.


The Marketing Cloud has accompanied marketers in personalising their customer relationships. Through deep consumer knowledge, target profiling, automated customer experiences and omnichannel marketing, you were able to instantly recognise contacts at every opportunity, optimise communication time, maximise dialogue points and make your relationship unique. Your contacts understood that you were taking care of them.

Consumers are coming out of the emergency with an ever higher demand for attention, an immediate response to their searches, minimal time to process requests… they want to be heard immediately and managed consistently across all channels.


When traffic and orders on your ecommerce site increased, you were ready…

ecommerce & marketing automation…because you chose marketing automation! The pandemic has turned the world of shopping upside down and if at first we were forced to buy online, at a later stage we chose it. Analysts agree that the use of ecommerce will remain widespread post-pandemic. In 2020, the number of online transactions increased significantly, and this was more evident in products than in services. Brands have resorted to all the means necessary to manage a relationship that has moved from the store to the digital world. The Contactlab Marketing Cloud has followed you and supported you in the management of your ecommerce during the various stages of the sales cycle: promotional, purchase, post-purchase or abandonment, during the shipment of goods or customer care… often repetitive and standardised activities. This is precisely why it became vital to automate operations as much as possible, even the simplest ones, during a difficult time when it was necessary to concentrate energies and channel resources. The strong link between ecommerce and marketing automation became apparent.


You gained the attention of your contacts at first sight.


Consumers were heavily pressured by brands, they received many emails and the challenge was to capture their attention in a few moments. Contactlab’s email editors’ journey towards excellence has continued, and in 2020 we’ve offered you some great new features to make your work even easier and more intuitive while increasing the possibility of obtaining attractive emails in just a few clicks. Automatic import of your product data from the catalogue, different templates for desktop and mobile, changes to the email structure with a simple drag & drop, tags in the titles to create hierarchies even in the display of your HTML, real-time preview of your communications… these are just some of the releases we have put in place for you, and not only for the transactional communications that the distancing has imposed on you, but also for HTML to be used in your plans or in your customers’ journeys to fuel your dialogue, boost the conversion of your ecommerce visits into purchases, reduce the risk of abandonment, and increase the loyalty of your customers.


You have ensured that your reputation is always at the highest level for emails straight in the inbox!

Customers couldn’t get into your stores as much as you would have liked and so you found a way to go to them…digitally, revising the way you do email, intensifying contact opportunities and improving the quality of each appointment. But what good would all this have been if emails hadn’t reached the inbox of your contacts? So you have learned that not all malbox service providers behave in the same way; or how to improve the delivery rate to Gmail accounts which represent a large proportion of your recipients; or how, alongside an excellent tool for sending emails, Contactlab also offers experience and expertise to put in place actions that keep your brand reputation high; you have learned the meaning of terms such as DKIM, SPF and DMARC and how to use them to optimise your deliveries.

And you’ve discovered once again how the Marketing Cloud is the right partner for these adventures: from content creation and feedback management to deliverability and brand reputation. So that the final destination of your emails is always your customers’ inbox.

Gmail deliverability

You have counted on marketing automation that goes beyond sending newsletters: personalised, multi-channel, real-time journeys.

Mktg Automation infographic In recent years, marketing automation has revolutionised digital communication by reducing the time and distance between brands and consumers. The opportunity to automate was widely seized during the health emergency to keep continuous communication channels open. Automating has meant optimising all the customer relationship activities – think of the entire ecommerce world – reducing the dispersion of energy and improving engagement. Contactlab has focused a great deal on this area, considering it the activation engine of an engagement platform. An intelligent engine where you can orchestrate the customer journey with excellent content tested before use, effective and verified flows for enhanced promotion and refined targets, perhaps based on online purchasing behavior. Imagine how many engagement strategies you can put in place with data at your disposal, processing it to better understand your audience and profiling it to dialogue at the right time and in the right channels, on topics of real interest.


You have experienced a new UI with the latest design system.

Design_System_2020When choosing a platform, it often happens that much attention is paid to the features it offers and how it meets one’s needs. Usability, on the other hand, is left in the background. In a year like 2020 when platform usage has increased significantly, your marketeers could see how wrong this is. With the Marketing Cloud they have benefited from a renewed interface that has allowed them on the one hand to navigate between the functions in a more immediate and intuitive way, saving time, and on the other hand to be more effective and efficient in their daily operations with a significant reduction in the resources used. We have worked to give continuity to the process of constant improvement of the UI by reviewing labels, structures and elements and inserting components that guide users into the platform.


You have offered access to unique, enriched, updated and real-time customer profiles for all your business, marketing and other needs.

By using the Marketing Cloud you have realised that while collecting every possible piece of information about your contacts is of paramount importance, having huge amounts of unstructured data collected on separate systems far away from each other makes it unusable and of little value.

After Gartner and the CDP Institute, the platform has received another award that places it among the world’s leading partners for Customer Data Platform projects. Quadrant Solutions highlighted the features of the platform that make it a true CDP: the creation of single customer views, profiling and immediate availability of information. In addition, having an engineered CDP – i.e., one that has been conceived and designed to work seamlessly with Marketing Automation tools – allows brands to immediately activate data for your multichannel campaigns or customised customer journeys.


The hope of a breakthrough 2021.

We have already planned a lot of new things for the new year. We are learning that the world of digital marketing and customer engagement has changed and is constantly evolving. The platform is moving in precisely this direction, taking into account new variables that have emerged in the health emergency: new time management and new expectations on timing, a new way of using content, the strengthening of new purchasing and relationship channels, different needs and requirements. Contactlab renews its commitment to be at your side with a combination of technology and services that can make the difference for your business. Trust us, together we will face a great 2021. Contact us now.


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