FAQ

Can I change the number of contacts later?

Yes, you can always increase or decrease the number of your contacts. If you reduce the number of contacts, this will be taken into account with the next billing period.

What all counts as one contact?

Ein Eintrag zählt als ein Kontakt, sobald eine Kontaktmöglichkeit hinterlegt ist. Also, wenn eine E-Mail oder eine Telefonnummer angegeben ist. Z. B. eine E-Mail-Adresse = ein Kontakt.

Do you have setup costs?

No, you only pay the subscription fees. If you want, we can help you with the setup. That way you can start automating faster and then have templates that you can copy. We call this Quick Starters.

Is it possible to get insight into page views like with Google Analytics? Or is it also possible to see the clicks?

Aivie/Mautic is always about the interactions of individual contacts with your brand. So, for example, with the website.

So, unlike Google Analytics, you see what an individual contact has done, rather than how users move around the site on the whole.

If the click generates a change of URL in the browser, this is also automatically recorded in Aivie/Mautic.

If you want to track clicks on a page, you can do that via events.

You can find everything about tracking on this page at Mautic:

How can I automatically fill the user’s preferred language?

Each contact has a preferred language region (preferred local) e.g. en/de.
By default, Aivie does not save this, but you can use the forms to automatically fill in the user’s preferred language. j

Each form is language dependent, so you can assume that if someone fills out the German form, they speak German. So you can use a hidden field (preferred local) to automatically set the preferred language for each user.

If you use our package, this is already set up with you directly this best practice.

Why is the [First Name] not resolved in the sent email?

When you send an email via “Send Example”, the [First Name]  field is not resolved yet. However, this is only the case in the test. If you send the E-Mail to yourself via the Contacts, you can check if the [First Name]  field will be resolved correct. But if your Preview shows the Parameter like this [First Name] the System did recognize the Parameter correct.

How can I trigger an email at a specific time?

In the Campaignyou can choose the time of sending your email. Either immediately, at a relative time or you can also select a specific date and time.

Aivie FAQ email timing

In the period in which the e-mail is “Published”, it is also sent to all contacts who are added to the segment. It may make sense to set the unpublished date in 1-2 weeks. You should plan at least 2-3 hours lead time, then the emails will certainly have enough time to be sent. However, this always depends on the number of your contacts.

How do I create a segment with selected contacts?

With the help of segments you can easily organize your contacts. These segments can be composed from a variety of criteria.

In the segment overview, in the right column, which displays the number of contacts located in this particular segment.

  1. To create a new segment, navigate to Segments in the side menu and click “+ New” in the upper right corner.
  2. Name your segment, besides an internal name you can also assign a public name for a segment.
    Create FAQ Support Form Segment
    The public name is the name that will be displayed to the contact in the Preference Center. This means that the contact has the possibility to remove itself from the segment.
  3. Under the “Filter” tab you can define the filters to assign the contacts to this segment.
    FAQ Support Formular Segment erstellen
  4. Save and publish your segment.
    If a segment is not published, it is not available for use in Aivie/Mautic and will not appear in any dropdown box.

 

 

How do I import contacts into Mautic or Aivie?

You can import contacts into Mautic using the following steps. Here you can also find the Excel template to import your contacts correctly.

  1. First, click on the “Contacts (Leads)” field in the page menu.
  2. Now open the drop-down menu in the upper right corner and click on “Import”.
    FAQ Support Form Import Contacts
  3. In the next step you can upload your file to import your contacts into Mautic.
    For CSV: Adjust the CSV settings according to the criteria below. If you use a file with a non-standard separator or a non-standard encoding, you can still adjust the setting here.

FAQ Support-Kontakt Import

  1. The field mapping page should now be displayed. In the first group of options you can select owner, segment and tags that you want to globally assign to all imported contacts.
  2. The second group of options allows you to map the columns from your file to the custom fields of the contacts.
  3. The third group of options allows you to assign columns from your file to specific contact attributes, such as creation date, etc.
  4. When your field mapping is ready, click one of the import buttons.
  5. Your contacts will be imported into Mautic.

 

Important information to import contacts into Mautic with a CSV file:

  • The CSV file must be in UTF8 encoding. This is because other encodings can cause problems when importing. Google Sheets automatically encodes to UTF8, Libre/Open Office lets you choose the encoding before exporting. Save your file as a “Comma-separated values CSV file”.

FAQ Support Import save as CSV

  • For boolean values like doNotEmail or custom boolean fields, use true, 1, on or yes as TRUE values. Anything else is considered wrong.
  • Use ISO8601 notation for date/time values, i.e. YYYY-MM-DD hh:mm:ss Example: 2019-01-02 19:08:42

See the Mautic documentation for more information on importing your contacts into Mautic.

And here’s how you can now build your first follow up Campaign for your contacts.

What are the Campaign?

Theoretically,Campaigncan be roughly divided into three types:

  1. Time-controlled Campaign, e.g. automatic follow-ups after a certain period of time
    Time-driven Campaignare the type of Campaignthat focus on specific timed events. These events can be anything, but usually take the form of emails. For example, you can set email events to trigger after a certain number of days or on a certain date in the future.
  2. Contact-driven Campaign, e.g. automatic sending of content after an action of the contact
    Contact driven Campaignare used to trigger events based on interactions with specific contacts. These interactions can occur when the contact lands on a particular page, opens an email, spends a certain amount of time on a website, or performs other activities. Such Campaigncan be set up to respond to these actions by sending an email to the contact either immediately or at some point in the future.
  3. Mixed Campaign, e.g. lead magnet Campaignwith automatic follow-up
    It is also possible to create Campaignthat consist of both time-controlled Campaignand contact-controlled actions. This powerful mixed Campaignmeans that actions can be triggered by specific dates or after specific time periods as well as by direct actions from a contact.

You see, practically, it matters less what type your Campaign is. It’s about choosing events that are appropriate for the contacts, and that will work towards your goals.

How do I go about creating a new Campaign?

To start creating your Campaign, you should have made the following settings:

  • Create a contact segment or form to initialize your Campaign. If you are already using an existing segment or form, make sure they are up to date.
  • Create all the custom fields you need for your contact profile.
  • Set up appropriate channels such as text messages, emails, and focus items to communicate with your contacts.
  • Create assets, landing pages or other components that you want to use for your Campaign. If you are using assets, make sure you have uploaded them before you start the Campaign.
  • Although you can set up channels and create components while creating the Campaign, it’s ideal if you prepare them as this will make the Campaignprocess faster and more efficient for you.

Then it’s on to creating your first Campaign:

To start creating Campaign, perform the following steps:

  1. Click Campaignin the left navigation menu.
  2. Click on “+ New” in the upper right corner. The New CampaignWizard is displayed, as shown in the figure below.
    Create FAQ Support Campaign
  3. Enter a name and a short description for your Campaign. Optionally, you can specify the following settings:
    • Category. Categories help you organize your Campaign.
    • Allow contacts to restart the Campaign. Click the toggle switch to allow contacts to restart the Campaign when they create a Campaign for a recurring message (e.g., birthdays, subscriptions) or transactional activity (e.g., activity notifications, data refresh). Enabling this option allows contacts to run the same Campaign several times.
    • Published. Click the toggle to publish or not publish the Campaign. Make sure you don’t publish a Campaign until it’s actually ready and tested. You can publish a Campaign at a later time or unpublish it by setting a time and date.
  4. Click “StartCampaign” to start creating the Campaign and add at least one event to save it.
  5. After adding events to your Campaign, close the Campaignand click Save & Close to save your changes.

How do I use the Campaign?

The Campaignprovides a blank canvas on which you can build your Campaign. The functions include conditions, decisions and actions. You create your workflow by selecting different decisions, actions, and conditions, or simply dragging and dropping them onto the canvas.

  1. Click onCampaignStartCampaign”.
    Launch Aivie Campaign Builder
  2. Specify from which source the contacts for the Campaign should be taken. Campaigncan be triggered by contacts that are a segment and/or forms that have been submitted.
    • Contact Segments: Select this option if you want to send your Campaign to a specific group of contacts who share certain attributes, such as “Based in the US” or “Visited Product A site.”
      Note that the segment selection only shows public segments. So if you don’t find a segment in the list, please check in the segment if it is also published.
    • Contact forms: Select this option if you want to start the Campaign when the contact fills out a specific form. Forms are the primary point for collecting information about a contact. This information can then be used to perform a series of actions in a Campaign.
  3. Click the plus in the gray circle to add at least one event to your Campaign.
    Create Aivie Campaign Event
    An event consists of individual actions, decisions and/or conditions, or a combination thereof. If this logic is new to you, then you can learn more about the individual events in the Mautic documentation.
    Aivie Campaign Select Event

 

How do I build a newsletter follow-up Campaign?

Campaignare central to contact management, to your marketing efforts, and to drive sales. A Campaign can send messages to all contacts in the segment or to a subset you specify. You can set whether the Campaign sends the message once or at a recurring interval. Learn more about the different Campaignhere.

What preparations are needed for the creation of a Campaign and a short overview of the Campaign, you can see in the linked articles.

 

Now we are building a newsletter follow up Campaign:

  1. Select your newsletter contact segment here to select the desired contacts for this Campaign.
    To test the Campaign, you can store your test segment here.
    Launch Aivie Campaign Builder
  2. Now click on the plus sign in the gray dot to add an event.
    Create Aivie Campaign Event
  3. Select the action event to send an email.
    Aivie Campaign Select Event
  4. Search the action “Send e-mail”.
  5. Under “Email to be sent” link your created email and under “Perform this operation” you can set after how many days, minutes, hours the email should be sent or schedule the email for a specific time.
    FAQ Support Aivie time setting during campaign
  6. Now you can attach more follow up emails in the same style.
  7. Finally, save your Campaign and test it with your test segment. Small tip: You can shorten any waiting times for the test.

 

How can I send test e-mails?

With Aivie you can send your e-mails to mailtrap.io test.

You can test send your emails to your segment, but the emails will end up in the test box and not with your contacts. Here’s how you can check them.

If you want to use the email in Campaign later on, you can simply clone it and make it a Campaign.

Here’s how:

  1. You create your own mailtrap account.
  2. In your Aivie settings you can turn on Mailtrap test mode and link to Mailtrap.
  3. You can find the Mailtrap username and password in Mailtrap in your inbox under the credentials.
  4. Once you have set the test mode, you can send your email to your segment as usual. The email will not arrive at your contacts, but in Mailtrap, where you can check it.
  5. When you are satisfied with your email, you can turn off the test mode again and send it as usual. Note: Segment emails can only be sent once per segment. So either clone email or change segment.

How can I have a Campaign restarted?

Make sure thatCampaign RestartCampaign ” has a delay of 1 minute (change “Run this event after” from immediate to relative with 1 minute). Otherwise, your Campaign will end in an endless loop.

Second, make sure your Campaign is set to “Contacts can test Campaign ” = true.