Content Management in Email Contact Portal

Content Management in ECP

In Email Contact Portal (ECP), the functions and content is built around the emails. To support the writing of the emails, you can create email templates and HTML snippets that serve as a base for new emails. Writing the actual email can be done using both text and HTML editors. You can also build surveys and landing pages to go with the emails.

Email templates

Email templates make building new emails easier, as you can have the company’s logos and marketing layout and colors ready in the template. It is also efficient to have the needed links, e.g. for unsubscription and online view, in the template. There can be different templates for different types of emails, for example for newsletters, announcements, etc.

Info

The basic information of the email is determined on the email template’s Info tab (see the picture below). This information can be changed when the actual email based on the template is created.

  • The name of the template is only shown in portal. This name is shown e.g. when creating a new email and selecting a template for it.
  • Subject is shown as the email subject to the receiver.
  • Sender name is shown as the sender of the email.
  • The status of the template determines whether the template is usable when creating a new email – the template must be active to be shown as an available templates.

HTML

Note! The template (or emails) does not save automatically, so remember to save the changes regularly. The Save button is located at the bottom edge of each tab.

On the HTML tab you can create the actual email template. The text editor view will be shown automatically, but if you click the Source button in the tool bar you can edit the HTML source code of the email (see the picture below).

The text editor has many basic functions for email writing, e.g. text formatting and tools for adding hyperlinks, pictures and tables (see the picture below). It might be useful to use both the HTML editor and the text editor to build the email.

There are some tags you can add to the email text in the Add tag picklist. These include e.g. the links to surveys or landing pages or tags that are replaced with information in the CRM fields. The email can therefore have a more personal approach to the receiver – for example: Hello {{first_name}} {{last_name}}!  →  Hello Eric Example!

The most important tag – that must be used in every email – is the tag for unsubscribing (the unsubscription link is usually located in the bottom of the email). You can find the tag on the Add tag picklist by the name Subscriptions (see the first picture below).

The tag {{unsubscribe_url}}​​​​​​​ should be embedded to text. This is most easily done by adding the tag from the picklist and copying it, and then creating a link with Link button  in the tool bar. Paste the tag to the URL field and select “<other>” as the used protocol (see the second picture below). The text written in the Display Text field will be shown as the link’s text.

Image bank

It is recommended to always upload the images used in the emails to the image bank of the portal. This way the Email Contact Portal reporting tool can show the opened emails and links as comprehensively as possible. The image bank is accessed at the top right corner of the tool bar (see the picture below).

The image bank window has four tabs. On the Upload tab you can upload pictures to the bank (see the pictures below). The picture is first selected with the Browse button and then uploaded with the Send it to the server button.

You can manage the size and the alignment of the image on the Image info tab. You can open this tab later when the image is already on the email by double clicking the image in editor view or by clicking it with the mouse’s right button and selecting Image Properties. On this tab you can also access the image bank with the Browse Server button. The images will be uploaded automatically to the root level. The images can not be deleted, so that the images used earlier are not later deleted. It is however possible to create a separate folder for the incorrect or unnecessary images and name it e.g. Trash bin.

In addition to pictures, you can also upload e.g. PDF files and add a link to these files in the email.

You can upload the PDF the same way as a picture, but the PDF must be linked to the email as a hyperlink. Like with all the other links, it is recommended that the hyperlink is embedded to text. You can create the link by highlighting the word/sentence the link is embedded to and  Linkin luominen tapahtuu maalaamalla sana/lause, johon linkki tulee, ja klikkaamalla työkalupalkin Link-toimintoa . Jos PDF on jo ladattu palvelimelle, klikataan avautuvassa ikkunassa Browse server -painiketta (ks. kuva alla) ja valitaan oikea tiedosto. Tämän jälkeen painetaan OK.

HTML snippets

HTML snippets are small sections of re-usable source codes. They can be for example headers, footers or a contact information card.

Landing pages

To avoid too long emails you can create landing pages to complement the email and provide the receiver with more information. The landing pages are created using either the text editor or the HTML editor, like emails. The landing pages are also used as thank you pages of the surveys, which will be shown after the survey is submitted. The landing pages are tracked and reported with the reporting tool.

Surveys

You can link surveys to your emails to e.g. easily ask for feedback or have an easy reporting tools for your company. The survey can include picklist, multiselect and text answer typed questions.

On the Info tab the survey is given a name. This name is only shown inside the portal and will help you to find the right survey from the list when adding the link to the email. The surveys also require a landing page, which is shown when the survey has been successfully submitted and a status.

You can add questions on the Questions tab by clicking the Add question button (see the picture below). After determining the question text you can select the answer type on the Type picklist. If the type is picklist or multiselect, you’ll also need to determine the answer options. There is also an Intro type, which can be used for example to provide more information about the survey or a separate question. The receiver can’t answer this type of “question”. The fields CRM field and Prefilled can be used to prefill answers with the information on the CRM. For example the CRM field could be a mobile phone number, which would be prefilled in the survey. Regardless of the prefill, the respondent can edit the answer if needed.

When the survey is ready, it can be saved by clicking the Save button. You can also manage the layout of the survey to correspond with the company’s style with CSS code on the Styles tab.

Emails

When starting to create a new email, you can choose to create it based on a template or from scratch by selecting the Empty option (see the picture below). Writing the email is very similar to email templates’ creation described above.

It is recommended to write the most important points of the email on the Text tab in addition to the actual email on the HTML tab. Even though it is pretty rare, not all the browsers or email clients support HTML emails and in this case, the text on the Text tab is shown. It’s also possible to add a tag containing a link to an online view of the email, and clicking this link will open the message in a new browser window. The tag can be found in the Add tag picklist by the name Online. The same picklist also includes tags for e.g. landing page and survey links. Note, that before you can add a survey tag, the survey must be active.

NOTE! Each email must include an unsubscription link. If you are not able to save the email, it is most likely due to the absence of this link. The unsubscription link is in the Add tag picklist by the name Subscriptions (more information above in Email templates section).

Portals and Channels for Customer Care Automation
System Messages
Massmailing from Email Contact Portal (ECP)
Automatic Emails
Email Contact Portal Admin Settings
General Instructions for Support Portal
Combined Shape