FAQ
Managing profiles subscriptions
Are people who unsubscribe not by the link in the letter, but in the mail service interface, marked as unsubscribing?
Yes, if mail service supports special header, which is transferred into the letter.
Global unsubscription is performed, if resource was not chosen before mailing.
Resource unsubscription is performed, if resource was chosen before mailing.
Why the profile status is changed when unsubscription from non-resource mailing is performed?
If the mailing is performed without selecting resource, global profile status is used.
If the user will subscribe again, will he restore from the suppression list?
No, if the mailing was performed without resource, or with the same resource. Use API to restore him.
In future, we recommend to use several resource subscriptions.
What is resource identifier?
Resource is the mailing source by one or several channels. For example, one website - one resource.
Resource identifier is a number, which is displayed next to its name. It is used in API queries.
What is the difference between suppression list and unsubscription?
Suppression list and unsubscription are different things. Suppression list is commonly used for temporary exception from the mailings, like the situation when content will have negative reaction from the subscribers.
How can we manage subscription confirmation for users, who can see only text version?
They can also have the link. You can set its name like <name="Name">. Part in angle brackets will not be displayed while mailing.
What essences can be marked with tag in the platform?
You can mark databases, segments, channels, templates, scheduled imports, suppression lists, mailings, campaigns, workflows, promocodes, summary reports.
Why does the number of unsubscribe link clicks not match the number of unsubscribes?
A user can unsubscribe not only via the link in the email, but also through the service interface (e.g., by clicking a button). These actions are not always tracked as link clicks. As a result, the total number of clicks may differ from the number of actual unsubscribes.
Managing databases
How can developer configure data exchange with the website?
Developer must be provided with API token and link to documentation page — see User API.
Can we upload database without email addresses? For example, for SMS mailing.
Yes, you can. Select coincidence by profile email address. This field will be filled with data like "ID@localhost".
Profile identifier will be generated by the platform.
How can we spot subscriber territory or country?
The platform can spot geolocation by IP address.
What field type can be used for currency?
Unfortunately, there are no fractional fields in the database. Use integer type.
How can we transfer resource subscriptions during profile import?
You can include subscriptions array into the data object during subscriptions import like:
subscriptions": [
{
"resource_id": 46,
"channel": "email",
"email_data": {
"email": "example_email@example.org",
},
"priority": 0,
"status": "subscriber"
}, ...
Or simple option:
subscriptions": [
{
"resource_id": 46,
"channel": "email",
"email": "example_email@example.org",
"priority": 0,
"status": "subscriber"
},
Can we transfer several profiles in one API query for profile import?
For several profiles import, use Massive profiles import.
How can we clear the database?
Use API query to clear the database.
Also, you can clear the database using query to MongoDB.
Can we spot devices, OS and browsers used by customers?
Information is collected in the User Agent field in customer profile.
How can we create the field, which displays customer's interests in different categories?
You can create "Tags" type field in the database. Tags can be added and removed manually, using APIs and workflows.
How can we clone the database with all its profiles and subscriptions?
When cloning the database, only its structure is copied. For copying profiles, press "Copy profiles" button, and after that you will be suggested to select the segment.
If i upload customers from the database, will email addresses be uploaded from the profile or from the profile subscriptions?
You can export only encrypted subscriptions. By default, all profile subscriptions will be exported. In the export menu, you can configure, what subscriptions will be considered.
Why does the report metric not match the number of profiles in the segment?
Reports are based on events, not individual profiles. A single profile can generate multiple identical events — for example, clicking a link twice or opening an email multiple times. In such cases, the event count exceeds the number of unique profiles in the segment.
Why doesn’t the static segment recalculate automatically?
A static segment does not update automatically — it is a fixed list of profiles formed based on the specified conditions at the time of creation. If the data in the database has changed, the static segment must be recalculated manually. To do this, click the "Recount button at the top of the segment editor.
When recounting, only the current filters will be used. Profiles added or removed manually will not be preserved.
Managing mailings
What is mailings queue used for?
It displays present mailing status for certain mailing.
How can we send mailing to subscribers, who did not receive it?
You can create the segment and select customers, who did not receive the message.
Is there a global limit of mailing amount to one customer in a day or a week? Can it be ignored for some messages? How can we configure it?
Yes, it is called Sending policy. It can be set for a resource or for the account. If necessary, it can be changed in some mailings.
How can we send the mailing partially?
You can set limits for sending in the mailing.
I open the letter and put it into spam, why the complain is not displayed in the report?
Perhaps, FBL/CFL was not configured. Contact your system administrator.
Can we have an example of API query for trigger sending to several subscribers?
{
"token": "e00c3da0a53e4e54a795da58701f4d70",
"id": 5511,
"custom_request": {
"Custom_ID": {
"$in": [
"IpHicQquekzYkufl", "xzFKLXeaJkCYHuMb", "SRNOwHVZiWFItJhr"
]
}
}
}
Can we use blind carbon copy during sending mailings?
Yes, Altcraft MP supports BCC in messages. To use it, see mailing Smart settings and enter address for BCC in Send hidden copy to these addresses block.
Managing message templates
How can we use data tables?
See Using content from SQL database in the messages.
Managing scenarios
How does the profile move through the scenario if the mailing element failed to send a message?
If sending a message ended in an error (e.g. due to a technical reason), the profile automatically moves to the next element according to the scenario.
How does the profile move through the scenario if there is an error in the element of an API call, profile update or condition?
If an error occurs in the element and the scenario does not provide a separate exit for error handling, the profile will be excluded from the scenario. This is done to prevent incorrect execution.
The HTTP element supports error handling — if a request fails, it can retry or send the profile along an alternative path.
What happens if you delete the element where the profiles reside?
If an element is deleted during scenario execution and it contains active profiles, such profiles will be immediately excluded from the scenario.
How to see the apicontent of a profile?
To view the apicontent of a profile, hover the cursor over the desired element in the scenario. An icon with a number above it will be displayed - this is the number of profiles in the element. Click on this icon to open the list of profiles. In the opened window you can see the data of each profile, including the apicontent block, if API requests were used in the scenario.
Recommendations for managing scenarios
-
Try to avoid conditions with negation (e.g. "is not equal") - it complicates the logic and reduces the visibility of the scenario.
-
It is recommended to filter out most of the profiles already in the start element to minimize unnecessary load on the scenario.
-
Use static segments.
Other
Not all functions are available in the interface.
Contact platform administrator for turning Smart settings on.
What coding is used for files import?
UTF-8 coding is used.
How can we download the report?
Select Tasks in the main menu.
Is it possible to automatically update profile fields during event transfer into the platform?
Yes, you can use workflows for this.
Why are there no complains in the report?
FBL must be configured for complaints display in the report.
Complaints are processed with automatic subscription change.
What is pixel? What is it used for?
Pixel is a script, that send query to the tracking server, when subscriber performs any actions on the website or in the application.
Pixel can transfer information related to this action, like website address, which is subscriber source, achieved goal and others. This information is written into every pixel code and it is transferred in profile history. Achieved goals and action price can be used for segmentation, including automatic segmentation in the workflows.
Also, pixel information is used in "Pixels" and "Goals" reports.
Is it possible to make segment by User-Agent parameter?
Yes, it is divided by Browser/Platform in the segments.
Promocodes import and generation buttons are not available.
You need to save loyalty program first.
The file name in the attachment in emails has incorrect name.
The problem can be resolved by the following methods:
-
Reinstall Outlook from the Standard package.
-
Configure the Outlook client: use UTF-8 for the Outgoing message encoding parameter.
- In Outlook select File -> Option -> Advanced.
- In the International options section, set the Preferred encoding for outgoing messages option to UTF-8.
-
Avoid using Russian characters in the file name.
-
Consider using a different version of Outlook.
How are email opens and reads tracked?
At the end of each email, several 1×1 pixel images are automatically added.
When the first pixel is loaded, an open is recorded. If the second pixel is loaded with a short delay (up to 8 seconds), a read is recorded.
How is a profile’s geolocation tracked?
A profile’s geolocation is determined by its IP address at the moment the email is opened or an action is performed.