 FAQs
Easy Edit
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I'm clicking on the picture insert & the hyperlink button--they both won't let me in. |
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You will need to re-install Easy Edit. Click on the linke below:
After you re-install this.
Open an Internet Explorer window, in Tools -> Internet Options -> Advanced, make sure "enable 3rd party browser extensions" is turned off.
Re-start your computer and the buttons should work for you.
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I was unable to upload photos successfully. A box with an x was uploaded with the title New Graphic and a size of -0 bytes). Why can't I upload my graphics?
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There can be a couple of reasons why your graphics aren't being uploaded:
1 - The maximum characters you can have in a title is 64 characters, ensure that the titles are in fact less than this.
2 - Graphics to be imported should be in the format of either .jpg or .gif.
Delete any graphics that has a box with an x in it.
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I created an external link with the URL www.ticketmaster.com. But it's not working? |
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You need to add the http:// in front of the URL address. |
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The external links in my message aren't trackeable links? What did I do wrong? |
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I would like to mention that when you add a link by right clicking on the link and clicking on Hyperlink, this is NOT a trackeable link. If you would like to make all the links trackeable I suggest creating the link through the 'New Hyperlink' button. See below for a tutorial on how to create an external link:
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If I want to link to a generator, message, survey, etc. I am assuming that I can cut and paste the unique URL and add it as a link in my current Web page. Is this correct? |
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Yes, this is correct. Just click on the name of the message, survey, generator, etc. Once it opens up on the screen, copy that URL. |
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I've just sent out a message and there's an error with one of our links. This message comes up:
"Error: The link associated with linkId 1033389 no longer exists in our database. Please contact (Company Name) for further assistance."
This link should be external link.
Is there any way you'd be able to fix this one?
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What you need to do is to re-apply the link through the 'New Hyperlink' button.
If you wouldlike to see why this link is not working, you can edit the message, and click on the Links tab. Here you will see that this link will show up as a BAD LINK, and it will give you the reason why it is a bad link.
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Importing Lists
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I've tried to import a csv file but it comes up as 85 of 101 emails that are invalid. Any idea what is wrong?
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The csv file is not formatted correctly. The email address is the unique identifier when importing a list, therefore there is an issue with the email address field. There are 85 email addresses that are not valid. Look for email addresses that have no @ in it or no extension such as .com. Ensure there are no extra spaces in this column (do a search for a space and replace it with blank).
After doing this, the email addresses should work for you.
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Contacts
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People are emailing asking to be removed from a mailing list(s). Should I be forwarding you the names and email addresses? |
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You can log into DriveIt and remove the individual.
Go to the Contacts tab
Search for this individual
Click on Edit on the right side of the individuals
Click on the Lists & Interest tab
Here you will see the mailing lists this person belongs to, just uncheck the one they want to be taken off of.
If they want to be permenently unsubscribed, click on the 'Click here to permanently remove this contact from all mailing lists'.
Click Save.
There is an Unsubscribe link at the very top of the newsletter so that the individual can unsubscribe themselves (you don't have to manually do this like in this situation).
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How do I add the contacts in Mailing List A to Mailing List B. |
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In the Contacts module
In the mailing list box (on right side), choose Mailing List A
Click on Find (this will list all the contacts in Mailing List A)
Scroll to the bottom of the screen
Click on Mark All to select all the contacts
Then Click on 'Add marked contacts to a list' that is also listed on the bottom of the page
This will take you to a list of the mailing lists you currently have
Choose the mailing list you would like to add the contacts to, in this case it's Mailing List B
Click Next.
After the processing is completed, the contacts that are in Mailing List A also belong to Mailing List B.
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I am exporting the click-thru history and have noticed that all the fields are being displayed in Column A instead of each field showing up in it's own column. |
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It seems that it's your Excel that is receiving this information like this. But you can do some formatting to change the file. You can
select the whole file
go to Data -> Text to Columns
click on the 'Delimited' selection -> click Next
click on the comma checkbox -> click Next
click Finish.
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When you remove the contact from a mailing list, does that permanently unsubscribe them? I'm trying to find the feature which allows me to unsubscribe them permanently. Do you know where I can find that? |
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To permanently unsubscribe someone:
In the Contacts module
complete a search for the name
click on Edit
go to the Lists & Interests tab
at the very top of the page there is a Permanently Unsubscribe link, click on this link.
This will permanently unsubscribe the contact.
By just removing them from a list does not permanently unsubscribe a contact, it means that the contact is still in the database, but they just don't belong to the specified mailing list.
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How do I complete a search on a custom contact field? |
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To find out what contacts you have by store, you should complete an Advanced Search. Do this by:
Going to Contacts tab
Click on the Advanced Search button
This page has a listing of all the fields. Scroll down to the custom contact fields and type in the search criteria for the custom field you would like to do a search on. Click on Find.
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If a member permanently unsubscribes to a mailing list, but is still in our database, when we do a new upload, will they be added to that mailing list again?
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DriveIt recognizes if someone has permanently unsubscribed. Permanently unsubscribed contacts are taken off ALL mailing lists. You are able to see, if a contact is in fact, permanently unsubscribed from a list because they will have a lock displayed beside their email address in the Contacts module. If a new import is done, this contact will still not receive any messages even though their name is still displayed in the mailing list.
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How do you generally use profile attributes? |
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Profile Attributes are used when creating links. You can assign a certain profile to a link and thus segment your clients.
For example, if you've created a link so that people can buy tickets to a Flames Hockey Game. When you create that link you can assign a link profile defined as "Sports - Hockey". So what ends up happening is that any contact that clicks on that link, their individual profiles will be updated to show that they clicked on a link that had the "Sports-Hockey" link profile attached to it. So now you're probably wondering how you can use this information. You can complete an Advanced Search on the Link Profiles and thus segment these clients. So you can do a search on all the contacts that clicked on "Sports-Hockey" and put them into their own mailing list.
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If a person who has permently unsubscribed wants to join our mailing lists again, how do they do this?
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The only way a person can be re-added is to send them the subscribe link, and they would have to go through the subscribe process in order to be added.
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Can people see all the contacts in our public lists? What is the difference between a public and private list? |
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No one has access to your mailing lists unless you are a user of the account. And only the users of the account hsve access to the contacts and are able to see which contacts belong to a particular list.
Now when someone clicks on your subscribe link, if you have private lists, only the users know it exists. So someone can't just subscribe to it because it's a private list and the general public cannot see it. Whereas, when someone clicks on your subscribe link, they wil only see the public lists. This means that the general public can 'subscribe' to that list. For example, if you have a staff list, in most cases it'll probably be a private list because you don't want the public to be able to subscribe to it. Whereas a newsletter list will be a public list, because you want people to subscribe to that list.
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I was trying to import a csv file into the database, but an error occured in the DriveIt application. Why is this error occuring?
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The error means that the csv file has not been formatted correctly. Take a look at your headings and ensure that they are exactly as indicated in the tutorial.
http://driveit.clickspace.com/support/tutorials/ImportContactList.htm |
Messages
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I noticed that under the message links section, you have trackable links. Where can I find the tracking for the links that automatically show up on the newsletter such as the unsubscribe and forward to a friend.
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The forward to a friend and unsubscribe links do get 'tracked', but they are not listed with the other links. In the history of a message, there is a tab called Forward, in here you will find out who forwarded the message and to whom. The unsubscribes will be listed in the Reports tab. You can run a report for the unsubscribes. It's the report called 'Subscription/Unsubscription report'.
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Can you point me in the direction of the tutorial that walks me through how to link up my message with the mailing list that you loaded for me last week. |
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What you are trying to do here is to email out the Charter Plastics emailer. The emailer will be delivered to the mailing list of your choice (Charter Plastic web emailer database list). To find out how to deliver a message there is a quick tutorial in the help section.
Go to:
Email Messaging
Scroll to the Basics Section
In the right column there is a link for 'How to Deliver A Message'.
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Could you please add (NAME) to the "From" drop down menu in Delivery options? |
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You are requesting a Send From Email Address. To do this, please the tutorial in the Help section.
Click on the Email Messaging link
Click on Send From Email Addresses
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Can you send me a few of your really good sample brochures so we can look at layouts and how companies used links etc.? |
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To see samples of online brochures and how people have used the Messaging module,
Go to the Help section
Click on Email Messaging
Click on Samples - you can click on the messages to see a live version of each.
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A contact has received my newsletters on a weekly basis. He says he has viewed the newsletters, yet when I view the message history statistics it looks like he has not viewed the newsletter. What could be the problem that makes DriveIt say this contact is not viewing the newsletter?
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Background: In order for DriveIt to be able to track whether an email has been viewed or not, there is a small graphic at the bottom of every email. When this graphic is uploaded from our server, this lets us know that the user has opened the message.
The reason(s) why his 'view' may not be tracked in DriveIt are:
1 - The contacts email application may not view graphics (there is a setting that they can turn off so that they are not able to view graphics)
2 - The contact may have received the text version of a DriveIt message, where NO graphics would be uploaded, therefore that user would not be tracked.
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What is the click thru tab used for?
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The click thru tab lists all the links that were in a message. If you click on a specific link you will be able to see each contact that clicked on that link. You can see details such as name, email address, what time they clicked on the link.
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We have over 14000 contacts in a mailing list. And, when I go to send out an email, the delivery options page shows up as only sending to 10,000. Why is there a discrepancy in the numbers?
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When you send out an email, there may be 14,000 contacts in the list, but all the 'permanently unsubscribed' contacts and the ones with (a certain number) of failed messages are taken out. Therefore, from the 14,000 contacts, your message will only be sent to the contacts that have either 1)not permanently unsubscribed, or 2) their email address has not failed more than # times.
If you want to know the breakdown of the 4000 contacts that are not being sent the message, you can do an Advanced Search for:
1) permanelty unsubscribes
2) emails failed greater than ___
We've added these features so that it's easier for you to maintain clean mailing lists.
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When I send a message, DriveIt will show that there are 16 contacts, however, it will only send to 15 and says that 1 is pending confirmation.
Why would 1 email address be pending confirmation and how do I change that?
And does that mean that that particular email address was not delivered to?
How do I find out which email address is pending confirmation? |
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A contact who is pending confirmation means that these contacts have subscribed to your mailing lists through the subscribe link (for example, your website), and have been sent an email requesting their confirmation for the selected mailing lists. The contact must then click on the confirmation link in the email, in order to be classified as a Confirmed contact. Until their status is confirmed, they will not receive any emails. We must assume if they don't click on the confirmation link, then we do not have permission to send them emails.
To find out what emails are pending confirmation, you can do a search in the Contacts module.
Click on Advanced Search
Go to the Opt In Status and choose Pending Confirmation
Click on Find
To find out more information on our Permission Request Process, click on the link below.
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We have 80 pending confirmations. What can we do to clear these contacts out of this status and into either confirmed or permanently unsubscribed. I am getting calls from people who want to be either confirmed contacts and receive my messages whereas others want to be permanently unsubscribed. |
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Because these contacts are in the pending confirmation status, they have already been sent an email asking them to confirm their subscription. You cannot send them another email until they confirm their subscription.
If you do have contacts that DO want to subscribe, they can go to your website and click on the Subscribe link. This way they can re-subscribe and they will get another email asking them to confirm their subscription. Once they confirm their subscription, they will be moved to the 'confirmed status'.
And for the contacts that want to be permanently unsubscribed, you can either go into their record and permanently unsubscribe them, or they will stay in the 'pending confirmation' status. Because they are in this status, they will never receive any messages from you anyway.
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Is it okay to log out of Clickspace once I've sent a job to be emailed out. Even though the system says queued, will the job still run normally or will it cancel when I log out of the program?
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You can log out of the system if a message is pending. This will not affect the job.
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Surveys
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Can you tell me if it is possible to have a ranking question and if so, how I would do it. For example, the question is:
In which of the following areas does the Chamber provide you with the greatest benefit. (Please rank from 1-3 with 1 being the greatest benefit.)
a) public policy
b) community leadership
c) member business support
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Currently the DriveIt system does not support the matrix style of questions. You can do one of two things:
1 - Seperate the 3 options into seperate questions. For example:
Question:Does the Chamber's public policy service offer you the greatest benefit?
Choices: A B C
OR
1 - you can create a 'descriptive text box' type of question which allows you to type in text. So in that descriptive text box you would type in the 'In which of the following areas does the Chamber provide you with the greatest benefit. (Please rank from 1-3 with 1 being the greatest benefit.)'
2 - create a new question. The question would just be 'public policy'. Then you would create each of the three choices
3 - create another new question. The questions would be 'community leadership'. Then you would create each of the three choices.
With this option, the descriptive text box is a 'heading' and you can ask the three questions right underneath it. It's just a different way of displaying the question, but you can get the same results.
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Where can I find a list of all the people that answered the survey? |
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The survey respondents can be found by clicking on the Survey module. Find the survey and click on the Responses button to the right of the survey name. Here you can also export all the survey respondents and how they answered the questions. |
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How do I get a list of Survey's Respondents personal information other than the first name, last name and email address?
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When you export responses from the Survey Respondents button, you are supplied with the contact’s first name, last name and email address and including the responses to the survey. If you need more personal information that this, you will need to add the survey respondents to a mailing list and export the mailing list. To do this:
Export the responses
Email the file to imports@clickspace.com. Add a note of which
mailing list to add these contacts to
Once the mailing list has been imported
Go to the contacts module
Complete a search on this mailing list
Then you can export this list by clicking on the 'Export contact list' button
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Generator
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When the generator form has been developed, how do we then have a report to see the results? |
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To see the results of the Generator, you can
Click on the Generator tab
Find the particular Generator
Click on the View button (to the left of the Generator name)
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Can an email be sent to tell someone in our staff that someone has filled out a generator form? |
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To send an email that a Generator form has been filled out you can create an Action. See the link below for more details.
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I have attached a generator to my newsletter. I noticed that when someone fills out the form, I can then access their contact information if I click on Generator and then on View. However, is it possible to have it set so I receive an email notifying me of this every time it happens so I know to send out a booklet?
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For sure you can set this up! Edit that Generator and find 'Actions'. Here click on Add for the basic one and just type in your email address. |
Events
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How do I download a list of the people who registered for my event? |
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To download a list of the event registrants, go to the Events module and locate the specified event. Click on the registrations button to view a list of registrants. |
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Can people pay for their tickets online? |
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Reports
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How do we generate a report that shows who has subscribed to a newsletter? |
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You can print off a report of the people who have subscribed to all mailing lists. To get a subscription report,
Click on the Reports tab
Click on the 'Mailing List Subscription Report'.
Choose a timeframe and print off the PDF format of the report.
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Subscribe Link
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We would like to change the content of the subscription for our newsletter as now we just have e-mail. How do we add First and Last name as well as City they are from? |
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The steps of the current subscription link are
first screen does only ask for an email address
then the user can choose the mailing lists they want
the last screen, the users are asked for all their details (first,last name, city, etc)
Now, these details are not required fields, therefore they don't have to give you their personal details
If you would like to collect specific details, I suggest creating a Generator form that acts as a Subscription page.
To see a sample of this, go to the Help section (top right hand corner of your DriveIt account, click on Generator, click on Samples.
With a generator, you can specify certain fields to be required from the end user.
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DriveIt Support
If you find that you need further assistance, we encourage you to contact one of our customer service specialists.
Phone: (403) 277-5591
Toll Free: 1 (888) 838-3388
Fax: (403) 277-5980
customercare@clickspace.com
Support Hours
Monday to Friday
8:30am - 5:00pm
(Mountain Standard Time)
ClickSpace Interactive Inc.
Suite L100, 239 10th Ave SE
Calgary, AB T2G 0V9
Canada
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Tutorial Request
Can't find a specific tutorial?
Request the addition of a new Help presentation.
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