TRAINING ICONTACT TIER1

Content:
CALLS WE TRANSFER:
-

Salesforce
API ?
Premier Icontact

CALLS WE HANDLE:
-

SMALL MARKET BUSINESS (SMB)

TRIAL ACCOUNTS.

WHAT DOES PARK MEANS? Not sending emails, if a customer wants to park
their account, needs to pay a specific fee depending on their type of plan,
caller needs to be transfer to CUSTOMER CARE/RETENTION
Another type of call that needs to be TRANSFER to Customer care or retention
is that a caller calls and wants to CANCEL THEIR ACCOUNT, caller can only
cancel by email or by phone.
If the account has been parked over 6 mos, meaning not sending emails, they
will have to send an email confirming from customers or contacts that they
want to keep receiving emails.
LARGE SENDERS: needs to send more emails than the ones allowed in this case
needs to be transfer to Presales.

CUSTOM FOOTER
Icontact has their own custom footer that shows up on every email we send, if
a client wants to remove it they need to pay an additional 25% fee of their
subscription rate with a mnimum of $9.95
DOWNGRADES is only available twice a year.
How we can TRACK EMAIL IT IT HAS BEEN OPEN? Only 2 ways by clicking on
links
and downloading images.
OVER MESSAGE LIMIT:

- Upgrade
Wait until 1st of the following month (since the count will renew)
Pay per send (this option is only available for the actualy paying
accounts, not the trial ones). $5 per 1000, $2 minimum charge

OVER SUBSCRIBER LIMIT:

- Upgrade
- Delete subscriber
Keep in mind that if the account is over subscribers the sending option
will be disabled, you can use it, but no emails can be send until either of
the above options are usex/fixed.
COMPANY LOGO WHERE CAN BE VIEWABLE:
-

Surveys
Unsubscribe page or Manage your subscription

WHATS THE MEANING OF THE WORD SYNC: Integrate, connect, syncronized.

Connection needs to have a profile and there should be an administrator of the
webpage or bussiness page to share info or links.
SHAREBAR:
- Archive = web versin of your email
- People like the email it will show on their social media
So the customer can enable the share bar so when one person likes it,
will share it on their own profile, also will let u PRINT a copy of your
email.

CAMPAIGN NAME = SENDERS INFO or Senders Properties

When SENDING AN EMAIL YOU NEED: a campaign and a list -> meaning the
contacts your sending the email to. CAMPAIGNS CANNOT BE DELETED!!!

CUSTOM FIELDS: Additional info of what the customer needs, gathers info from
the customer, custom fields helps you segmenting. makes it easier to record
things like your contacts gender, age, or anything else for that matter. Also
Custom Fields CAN BE EDITED BY THE SUBSCRIBER, custom field name: has to
be lower case, no special characters and no spacing.

ADDRESS OF YOUR COMPANY: Can be changed in the campaign or the billing

ino.
CONTACTS AND WELCOME MESSAGE: The contacts that receive a welcome
message are: One by One and also the ones added from the sign up form.
CONFIRMATION EMAIL and WELCOME EMAIL count towards the email or
sending count.
CONTACTS can be MULTIPLE SUBSCRIBER if they are signing up for different
lists for example.
CAMPAIGNS AND LIST UNLIMITED, SEGMENTS ONLY 10. If they need more then
they will pay for it, 10% of their subscription rate and will give them another 10
segments.

MERGE FIELDS tell the system what info they should fill in, otherwise we would
need to write an email to each person

HOME PAGE will give you a total number of subscribers, the BROWSER PAGE
will give a unique number of subscribers, since they might be duplicated,
meaning in multiple lists.

We CANNOT DELETE: Do not contact lists and the BOUNCE LIST.

HANDLE ACCOUNT

CONTACT INFO has the EMAIL ADDRESS USERNAME CHANGE needs to be

requested by EMAIL from this specific email address, input SOLUTION IS
UNDER REQUESTING A USERNAME CHANGE ON THE HELP TAB.
DELETE CONTACT ask for search CONTACT
GET BACK ON THE LIST OR REACH THE DELIVERY ABILITY TEAM OR FIND AN
OLD EMAIL TO SUBSCRIBE AGAIN
How to know what is your USERNAME go to USER NAME where it says update
email address, the email is the USERNAME.

NOT HOTLINKING . ? means that whatever the image the customer was
using is being sent from a website that will not allowed to link this image from
another location, so they have to save the image and upload it on their image
library. SEARCH NOT HOTLINKING on GOOGLE.

ADMIN PANEL JOB AID

Remember to always check first the TYPE OF CALL!
When greeting we have to say: Thank you for calling Icontact
technical support my name is Ana, May I have your Login ID? . And
may I have your name please? Are you the
CID = Client ID , when receive the call, we would ask for the login id or CID,
under CID will show name phone number and email, under EMAIL we can go to
their account
COMPANY: Name of the company
TYPE: We work ONLY with SMB and FREE, we need to TRANSFER calls for
callers with the type of accounts: AGENCY, LARGE SENDER, ENTERPRISE and
CONCIERGE, SFDC AppX transfer to TIER 2

STATUS:
-

FULL means everything is ok, normal, (if its disable means they cannot
send email),
TRIAL means on a 30 day trial,
CANCELLED the customer cancelled the account by the customer, they
requested it.
KILLED the account not active, but icontact killed it. If they want to
reactivate the account we transfer to Deliverability.
PROBATION means sometimes in the past they had issues sending
emails with their account, WE DO NOT TELL THIS STATUS TO THE
CALLERS.

SUBS: means how many subscriber the client has.

NOTES: notes left on the account, if disable for example, it will tell you why
was disabled.

 PLACES WHERE WE CAN LEAVE NOTES: ADMIN PANEL, FIRST PLACE:

ACCOUNT SETTINGS ADD NOTE. SECOND PLACE: EXTRA SETTINGS,
THIRD PLACE to add notes BILLING PROFILE.
ACTIONS: Shortcut for going in the pages, navigate.
ACCOUNT SETTINGS: Account type, we can see it, but not change it. Multiple
Client Folders they have multiple accounts
MULTIPLE USERS: accounts allows you to have multiple users additional fee
needs to be paid, there`s no limit on how many users they can have.
SUBSCRIBER LIMIT depending on the plan.
SEND MULTIPLIER Default 6 means they can send 6 times the limit of what
they can send if 1.000 is 6.000 emails, SEGMENT LIMIT: Default 10 if they buy
more segments the number changes. WE DONT DO IT WE TRANSFER TIER 2
Use Detailed Add Receipt: to have it unable to receive more info about a
subscriber initially entered in the account, Include "Powered by iContact"
logo is so we can remove the logo for the thank you for subscribing page.
Checks are for enable those characteristics. OR Segments: Is to change All
segment or Any segment criteria. Enabled A/B Split Test is for premier
accounts, however, for SMB we can offer it if they pay 15%
UNDER MORE SETTINGS TAB the only thing we can change is Enable
Google Analytics
In case the MSB account holder paid extra 15% to have it included in their plan.
Force Double Opt-in due to a previous deliverability issue it will gray out or
remove the option to check , require confirmation under upload contacts on
the adding contacts option.
Force Opt-Out Header when they are creating the email or preview it, puts a
notification on the top of the email giving them the option to unsubscribe and
its an issue with Deliverability,
Message-Review-Check Exemptions REMEMBER this we will never check
this boxes!
Review the solution under HELP TAB, REQUESTING A USERNAME CHANGE, so
we know when a customer calls how to do it, give timeframe 3 BD.
EXTRA SETTINGS: Second place where we can input NOTES
Bulk Upload Tool: we are not going to use, we would transfer account
manager will upload a file with the list of contacts.

Account Co-Branded Image Upload we wont use it either is for agency

accounts only.
BILLING TAB
BILLING PROFILE: IS EVER APPROPIATE TO CHANGE EMAIL ADDRESS, NO! Email
in here is the same that appears in My Contacts info.
Charges: plan, how much they are paying, any add ons, and total,
Payment Method: tells the system how they are paying, by CC or Check, If CC
will show cards Default card is the one automatically charged if they want
another one we can add a credit card and that will become the first one on
the top. We can also delete the old ones if the customer wants to. If payment
is CHECK they have to send check at least $100 if its a low plan they have to
pay for several months ahead,
Invoicing and Receipts we can check or uncheck.
SUBSCRIPTIONS
Type of plan that they are on,
Rate Multiplier: affects the pricing of all subscription products for this account,
Current Multiplier will help for us to do the math and knowing what the
customer will owe, so the amount as a default 1.00000 if you want to increase
by 10% you will put 1.1 and all the plans will show reflected the extra 10% if its
25% 1.25 same will happen, If we give a discount of 20% we will put 0.80! And
so on Now if the plan is 0.80 and we want to add 20% is actually going to be
0.96 coz is 20% of 80 =D
*Custom price per month: applies only to the plan that they are on, if they
upgrade it will give the regulars rates, for this we TRANSFER TIER 2. If they
want to add segments add to TIER 2, custom footer, nonprofit discount
and extra segments TRANSFER to tier 2.
PLANS AND PRICING: How they will be billed, 6 mos payment, annual plans
For annuals they get a 15% discount, review sheet of payments about the
discounts.
Upgrade is ALWAYS now; downgrade is always next period.
SMALL BUSINESS: The plans and subscribers, price per month and year. If they
skip more than 2 levels
ABOVE 35000 if new customers PRESALES if current customers we transfer to
DELIVERABILITY.

CHANGE HISTORY it will show what type the customer used to have.
Charge Default Credit Card
WHEN WE ARE CHARGING THEIR ACCOUNT, WE NEED TO TELL
THE CUSTOMER OR USER THAT THEY NEED TO LOG OUT THEIR
APPLICATION, otherwise the CC will be charged twice, when its being
charged if that happens we need to call TIER2 can void the payments
and fixed it for us.
For UPGRADES AFTER THE 15TH OF THE MONTH customers pays a prorated
for the current amount and PLUS FULL AMOUNT FOR THE NEXT MONTH! If
before the 15 of the month for the upgrade customer will only pay the
prorated amount of the current month.
We cannot pay a CC from the clients profile we need to use the admin panel.
ADD CREDIT we give this if they coupons for spring or fall and also if we made
a mistake we can offer a discount half of their plan fee up to a max of $50 if
higher we need to get an approval from supervisor, on the Description because
this will b viewable by the client on their invoice we will write: 11- Goodwill
Credit.

DELIVERABILITY:
SPAM REPORT DETAIL: 0.3% is acceptable for spam and less than 5 complaints,
if its ok for spam if above they have a problem, F/A/T score Final Spam Score/
Average Spam Score and/ T is Total Number of Times that they ran the Spam
Check Bottom. We can check the FAT Score to see the history of the spam
checks.
AR: Auto Responder
DO: Double Opted or confirmation message
W: Welcome Message
QUEUE MESSAGES WE can`t touch them, we need to verify the message that is
still there, the subject and the date if it is in fact stuck we need to TRANSFER
to TIER 2.
There`s a scenario that might happen and we can view through the csc
account and that is if the contacts appears as zero or minus number and in that

we case we need to go to BROWSE CONTACTS and we need to fix it by using

the option Reset Counts. That way it will fix the subscribers info.

Custom Footer (25% of plan fee or 9.95) When they choose this option
we need to explain the customer that this is what it will happen:
Remove Icontact Logo
Put company Logo
Or Add additional colors to the Footer for example

Have the customer send an email we don`t transfer this call, EMAIL to
designservices@icontact.com
Customer wants to change a plan -> Billing -> Subscription Page -> Preview
pricing -> if cust OK: SUBMIT -> Would you like me to charge your CC now?
NO customer will receive a request to CC charge every time they log in, if
YES -> Go to Billing Transaction page have customer log out and apply the
charge.
IF customer says its NOT OK after previewing the price -> Go back and
change plan.
TRANSACTION REGISTER with this under description it will show why was
charged extra.
END NOW we dont wanna hit it since we will give the csc a credit.

SUBSCRIPTIONS/PAYMENTS
ACCOUNT SETTINGS Has the expiration date, to give an extension, like for
new accounts, expiration date may need extended 4 days to allow 2 weeks for
payment.
Wire transfer, minimum of 500. SALESFORCE -> CONTENT -> SEARCH FOR
WIRE TRANSFER there is a document called Wire Transfer Information Support:
It will show the address, Wire transfer info the SWIFE Routing number for
foreign accounts.
NON PROFITS, if they havent send the 501 c3 form they need to send it to
billing department
PARKING can only be done 2 times per calendar year.
PAST DUE TO REACTIVATE ACCOUNT TRANSFER TO TIER 2.
COLLECTIONS QUEUE like the billing department, will b in charge of disputes..
REFUND may be considered:

Double billing if is within 24 hours we can escalate to tier 2 to do it

immediately.
Non profit if upgraded on the weekend when we were not here.
Customer not aware of multiple accounts

Fraud: Adv customer that they should contact the BANK and request a
CHARGEBACK from the bank and send it to us and will be approved if fraud has
occurred and then we transfer to TIER 2.

BILLING REQUESTS search for document BILLING PROCESSER BY TIER

RATE MULTIPLIER vs. CUSTOM PRICING <- SUBSCRIPTION

Rate Multiplier:
CUSTOM PRICING we pick the plan they will be on and we add amount, this
applies to the current plan they are on, if they upgrade or downgrade it will
change to the regular price, with multiplier will follow no matter what plan they
are.
Non profit account we transfer to TIER 2
HTML Scope of Support its on the pamphlet.
Troubleshooting tips
Check the browser THEY are using if its SAFARI it`s MAC computer command C
instead Control C to copy paste.
If we can recreate a problem in our account and theirs we will probably create a
ticket
CAMPAIGNS DO NOT FORGET, CANNOT BE DELETED!
TO CHANGE THE COMPANY NAME, REMEMBER! IS IN MY BILLING INFO, IF THEY
WANT TO CHANGE, THE ADDRESS CONTACT INFO
REMEMBER double opt in, comes from deliverability to have the option gray out
so they always request confirmation when they subscribe.
ONLY FOR ACCOUNT HOLDERS EMAIL ADDRESS we can make an exception and
remove them from the DO not contact list if by mistake they got in there, we
transfer to Deliverability.

CONFIRMATION EMAILS do not save, we cant see what they are seeing we
would have to go blind giving instructions, if too difficult we have to transfer to
tier 2.
If they send it though, we can reuse previous email, we can preview it;
however, we can edit it, (auto responder tab).
With the sign up forms, KEEP IN MIND that if they are using HTML code and
they used the manual option and using a different code than the one we
provide adv that might be the reason not working, recopy the code if doesnt
work escalate to TIER 2. If the customer wants to use on a page that is
WORDPRESS OR MYSPACE, they need to download wordpress first look for it at
the bottom of the page of ICONTACT says DEVELOPER/API and then choose
WORDPRESS and download and should not give any problems.
When customer creates a segment and chooses an specific list for that
segment, it cannot be changed, we change criteria but not the list, we can
delete the segment.
SUPPRESSION LISTS REVIEW PAMPLHET
IMAGE GAPS IN GMAIL, WE WOULD LOOK FOR A BLOG www.icontact.com/blog blog
name is IMAGE GAPS : Mysterious Image Gaps in Gmail
BITLY its makes a link shorter, because is using URL redirection service spam
check will not allow the email to go through. How do we know which one is the
one reduced, when editing the email we moved the email to PLAIN TEXT
VERSION that is always showing automatic we have to switch it to MANUAL and
choose COPY FROM ABOVE and find the one with the problem, we can open the
link upload the page and copy the regular link (not the short one but the long
one).

Help.icontact.com website this is for us to find solutions and we can also

provide it to the caller, or copy and paste info on chats or emails in case we
need to.

CALL CHECKLIST

1- Thank you for calling IContact Technical Support. My name is Stella. May
I have your username please? Thank you, May I have your name
please? thank you (enter cust name), How may I help you?
2- Finding account and contact on salesforce and icontact app, regarding
contact can be an old one already added the users of the account or
could be a new one, if that is the case we need to create a new one (ask
for name and email). OJO SI EL CALLER NO QUIERE PROVEER USERNAME
OR ACCOUNT ID AND NO INFO WHATSOEVER AND IS ASKING FOR
GENERAL INFO we can use this profile name JOHN Q PUBLIC so we can
log info of the customer and about what we provided.
3- TYPE OF CUSTOMER (WE ONLY ATTEND SMB AND FREE ACCOUNTS)
4- Check HOMEPAGE of the customer to disregard obvious issues, example
over the limit with emails or subscribers, or email option deactivated.
TEST
EMAIL WHEN FIXING IT, ALWAYS MAKE A COPY
MERGE FIELD INCORRECT WILL SAY SUBSCRIBER
Track whether a contact has clicked a link in your email FOR CAMPAIGNS
customer is sending emails and clicking on the links but on the tracking reports
shows no links open, can be that on the campaign the option to track is
disabled.
If contact by error is on DO NOT CONTACT find an email old to resubscribe, add
or subscribe with a new email or send an email to deliverability.
EMAIL STANDARDS. ORG
MOVE CONTACT FROM ONE LIST TO ANOTHER STATUS WITH THIS SPECIFIC LIST
IS NOT ASSOCIATED
PLAIN TEXT HAS NO OPEN DOESNT HAVE LINKS OR IMAGES editor text only WE
CAN VIEW THIS ON SENT MESSAGES and see the EDITOR text only message
builder or coder if it says on sent messages we go to spam report if not there
was not sent transfer.
WEBVERSION EMAIL, DEACTIVATE THE SHAREBAR -> SOCIAL MEDIA SETTINGS,
AND DISABLE SO DON`T SEE THE SHAREBAR ANYMORE.
WELCOME PAGE TOTAL NUMBER OF CONTACTS, BROWSE PAGE IS THE UNIQUE
NUMBER OF CONTACTS, THE TOTAL NUMBER IS WHAT THE CUSTOMER PAYS
FOR.
TROUBLESHOOTING
BACKGROUND COLOR

WEBSITE: GETCOLOR YOU CAN USE IT, TYPE THE COLOR NUMBER AND IT WILL
THE EXACT COLOR, OR GOOGLE FREE COLOR PICKER SO THEY CAN MAKE THE
EXACT SAME COLOR, WITHOUT USING THE IMAGE.
TEST MESSAGE
How to clear cookies from firefox, google chrome. Google it.
IMAGES IN MESSAGES
If customer dont want to resize the image they can uploaded in a public url
and insert from the web. Website IRFANVIEW website www.irfanview.com
they can view download and resize or GIMP too. PDF want to use it as EMAIL
they need to convert to acceptable file types jpg, google PDF TO JPG
CONVERTER, ALSO ZAMZAR free online file conversion <- OJO GOOD ADVICE
ATTACHMENTS
We dont support attachments, they can include hyperlink.. help system will
give a solution Attaching files to my emails, can be uploaded to a website and
add the url click LINK and add it, link to it.

YOUTUBE VIDEO add it to the EMAIL we cannot put actual videos the email we
link it, an option screenshot of the video image and add link with the url of the
youtube video.
SOLUTION: On the help tab is this solution that customer can refer to:
Alternative to embedding videos.
Pay per send if cust goes over the limit instead of sending the messages might
go back to draft instead of sending if this happens means that their CC is
getting declined.
DUPLICATE RECEIPT OF MESSAGES
First we check the REPORT tab, if once name of the contact if they got email
twice we can search under my contact search contact history if it says released
twice we need to file a ticket.
CAMPAIGN ARCHIVE READ ABOUT IT AGAIN!
EMAILS NOT BEING RECEIVED to a Private domain is blocking our mail they
need to add Icontact to their whitelist and safe sender information this
solutions is on SALESFORCE is UNDER ARTICLES we give a domain
icpbounce.com so their IT department can dd it to their list. if they are not
receiving the email like gmail or hotmail mark as important or safe sender.

Basically is called whitelist the domain they can use the icpbounce.com
Internet Service Provider (ISP)

BOUNCES
Less than 4 soft, if 5 or more then is hard bounce. SO HOW DO WE KNOW WHY
IT BOUNCE: WE go to REPORTS, SENT MESSAGES, CLICK ON THE MESSAGE
scroll down click on view details below will show: contacts report, click on
bounces click show expanded Data and there is the reason why it bounced.
If they dont want to see bounce contacts anymore they can move to DO not
contact list all of them. They wont count against them anyway. Under browse
contact we can choose bounce contacts and if there is one that is in that list in
error click on the email and choose unbounce will add him to the list.
SALESFORCE SOLUTION DNE EMAIL BOUNCES READ
CONFIRMATION MESSAGE if they want to re use it customer dont have access
to it but we do through SPAM REPORT DETAIL View page source select html
copy and paste on the message coder click on DO name of the email and then
click on view in a new window and then do right click and will show view page
source get the html and copy it
WELCOME MESSAGE AND CONFIRMATION MESSAGES WE CANNOT TRACK OR
CUSTOMERS CANNOT SEE IT, ICONTACT might do it we go on spam report
detail and we put the arrow on the message get the Message id that shows
below copy it and go to track my email message copy just the message id and
could work.
Check this solutions no help tab emails that start with admin for example,
abuse@, privacy@, all@ for example under: Prohibited Role Email
Addresses.
Troubleshoot a message Make a copy
Message with turn off the click track.. campaign
Autoresponder with blank list before creating before they might not get all the
emails
Welcome page and browse page total amount and unique
Table to message builder throught the html code

Bounce says invalid recipient hard bounce

Cust used to receive email and they updated their email server whitelist
icpbounce.com
Server not working and look for the link you look for cid sidv

Rate multiplier
-

Custom footer
Multiple user

SALESFORCE
When we file a bug ticket is sent to tier 3, DOCUMENTING CASES:
WORKING
CLOSED
ESCALATED
TIER 3
WAITING ON CUSTOMER RESPONSE FOR EMAIL WE CAN WAIT FOR 3 BD DAYS
AND IF THERES NO RESPONSE FROM CUSTOMER WE NEED TO CLOSE IT.
CUSTOMER RESPONDED
CASE ORIGIN
PHONE
CHAT
CASE CLASSIFICATION
ISSUE TYPE:
INFORMATION REQUEST
PROBLEMS/ISSUE
BUG
FEATURE/FEEDBACK

OUTAGE ----WHEN SYSTEM GOES DOWN

DO NOT CALL
UNSUBSCRIBE IF THEY DONT WANT TO RECEIVE AN EMAIL ANYMORE

If the issue type has an asterisk on it * means we need to choose an additional

CATEGORY, this will filter the options you see in the component list.
PAR
Problem, Action and Resolution

SUPPORT ESCALATION PROCESS:

DOCUMENT THE CASES.

read content SALESFORCE

HELP TO

OPTION: Quick Create- Disconnect/Wrong Number only used when wrong

number or caller disconnect before explaining the issue.
If they do not have icontact account then we log the case as Jhon Q
How do I send a test message

Unrelated question
Numbered questions
Support email quee refresh first
Issue recent case how do we document? Edit and lo
Cust how to send test message, information
Survey to right person, we know who we talk to and maintains date icontact
integrity accurate report
Support queie email accept case
Checkbox and accept
Email john q when we change it when they give they user name
Resolution field content SALESFORCE
PAR edit initials and date

Email 8 hours when we received it and when we accept it 1 hour

New case and is not closed we will put status WORKING
Email we took from the queie -.-.- MY OPEN CASES
Clon outage and slowness
If we respond an email case is already created.

Xls problems convert to: csv

Wordpress widget sign up form
Premier support for enterprise accounts
eastern time

escalate the call if its before 8 am

The emails on the top are the oldest emails, the newest at the bottom. We
need to take the ones on top, meaning the oldest.
Icontact tax id number or employer identification number
Article in SALESFORCE: tax states that we charge taxes.
QUICK CREATE/TRANSFER is what we use instead of creating a regular case is
used when we transfer to deliverability and we dont actually create a case.
Log call / activity and notes in PAR with initials and date if we are editing case
within 3 days.
NO INFORMATION if the email has links and images but there are no downloads
nor clicks status will show no information.
CAMPAING will show archive on messages

REQUESTING CHANGE OF USERNAME MODELO:

Regarding your concern, in order for you to request a new username, we need
for you to email support@icontact.com to request the change. The email must
be sent from the email address on file as username. Please include the
following information:
1- The current username.
2- The top three choices of username in order of preference.

We must have at least 3 choices in the event that the first and second choices
are not available.Username requests can include dashes, underscores, and/or
numbers to create variety.
OJO: when processing username change cases, leave the case in your name
and change the status only to "escalated to tier 3". this allows is to return the
case to you for the password reset process and communication with the
customer.
RESPONSE WHEN CUSTOMER ALREADY HAS A NEW PASSWORD.
Your request for a username change has been completed. Your username was
changed to: SheridanRoadGallery@gmail.com. Use the following link to reset
your
password
with
the
new
username:
https://app.icontact.com/icp/core/password/change?
sToken=54150996a451fac01e3c1116ce5fb7f5
Please note that due to security reasons, the link will expire after three days.
Also, the new password can be the same password that you had before.

TRANSFERING OWNER OF THE ACCOUNT

You just need to edit some information of this account.
[2:20:13 PM] Arsenio: If the former owner of the account will allow you to do so,
that should be easy. Let me discuss the things that you need to edit.
[2:21:59 PM] Arsenio: 1. You need to ask for the current username and
password of the account. After logging in, you need to update the Contact
Information page. That includes the primary email address. For instructions:
http://help.icontact.com/node/346
[2:22:55 PM] Yanna: Ok, I am the primary user of the account since inception
but Ok
[2:23:14 PM] Arsenio: 2. You can change the password of the account. After
logging in, you can click the account dropdown button and click User Settings.
[2:23:31 PM] Yanna: so billing and contact info updated/changed and the
account can continue?

[2:24:10 PM] Arsenio: 3. You can change the From Name and Email address of
the messages as well by editing the Sender Properties. For instructions:
http://help.icontact.com/node/90
[2:24:22 PM] Arsenio: Yes. That's correct.
[2:25:06 PM] Arsenio: 4. To continue using the account, you can log in to the
account and click the Upgrade button.
[2:25:57 PM] Arsenio: 5. Lastly, you have the option to request a username
change for the account. For instructions: http://help.icontact.com/node/568
[2:26:43 PM] Yanna: excellent, appears very simple rather than creating a new
account and having to upload 20,000 existing subscribers
[2:27:30 PM] Yanna: Thank you for walking me through the process
[2:27:38 PM] Arsenio: It's easy to transfer the contacts to a new account.
However, I'm thinking that you may still want to use the other information in
this account like Sent messages and statistics.
[2:27:51 PM] Yanna: Exactly
[2:28:02 PM] Arsenio: So you can just follow my suggestions.

EDITING BLOCKS AND SECTIONS:

Jay: Just trying to expand a text block and change the color of a section.
Duane: The message builder templates do not offer a width adjust for the
blocks, sections, or message, I regret. You can edit the Spacing (margins) and
reduce or increase the margins, but the blocks and sections all have a max
fixed with built in. The html of the blocks is accessible by clicking in a Block,
then clicking on Source under Advanced.
[17:16:34]
Jay: I discovered the Advanced button and the code. Somehow I changed the
color of a Section and can't select it to return it to its previous color.
[17:19:34]
Duane: The colors that came with the template should be in the color picker
palette, at least most of them are for a given template. Other than the "undo"
back arrow button to the left of the floppy disc icon on the tool bar, we do not
have a way to revert a color, unless looking up the color in the original
template.
[17:20:39]
Jay: Hmm. Somehow I selected the Section, thinking it was a Block, and

changed the color. I know the Section toolbar shows a swatch pop-out so I know
how I can change the color once I get the Section selected, but I can't seem to
select the Section.
[17:23:01]
Duane: Some of the Sections cover one, or more blocks. In that case, it can
take some trial and error to determine which Section is involved, or it could
also be the background color of the message in some cases.
////////////////////////////////////////////////////////////////////////////////////////////////////
have a question a customer wants to know if it is possible to add remarketing
pixels to his emails. I can't find any information about it.
(12:52:56 PM) Jasdeep Sangha: Not usually, he can insert an image and
hyperlink the image to a location.
(12:53:14 PM)

ehernandez@jabber.icontact.com/3157999740143757157948940: He
stated that wants to add both facebook retageting and google remarketing to
his emails. Not sure what he means by this.
(12:53:32 PM) Jasdeep Sangha: We can't do that.
(12:53:45 PM) Jasdeep Sangha: They actually need to click on links for us to
track them.
(12:54:52 PM) Jasdeep Sangha: Tell him he can insert the pixel image and
hyperlink it, but we cannot guarantee that the iamge will return results for him
unless they actually click in on the image.
(12:55:58 PM)
/////////////////////////////////////////////////////////////////////////////////////////////////////////////////
59:52 PM) Roberto Mendoza: .

Tier 1 receives a Call or Chat that is outside

of Tier 1 scope and requires Tier 2 or Premier assistance 2.
Tier 1 makes
customer aware that they will submit a request for a Premier agent to call them
back during NC (North Carolina) business hours, M-F 8am-8pm ET 3.
Tier 1
creates case against the customers account and sets the status to T2 Callback
Requested
Describe the customers issue in the Problem field
Describe any action that was taken to troubleshoot or assist in the Action field
Also include customers contact information and best timeframe during
Premier hours to be called back (1 Hour window) 4.
Save Case Command
Center will be notified via email and callbacks will be scheduled accordingly.

ENABELING FACEBOOK
Ok, in the upper right hand corner of the page, you should see a down arrow.
Clicking it will give you a list of options. One of them is "Settings". Click
"Settings".Click "Apps". Then look for one that says "iContact". Click that X to

delete the iContact app.Alright, now go back to that same down arrow and this
time, choose to Log Out of Facebook.stay in the personal page. Then choose
Log Out.close that Facebook tab now and go back into iContact.Go ahead and
choose to "Enable" the Facebook option now.
[7:44:12 PM] Kyle: Log in with your Personal account.
[7:44:19 PM] Kyle: And agree to ALL permissions.
[7:44:35 PM] Kyle: Even if they sound like they might have to do with
your friend pages, it's just how Facebook bundles them.
[7:45:05 PM] Kyle: We're not ACTUALLY going to access your personal
account. We just have to use the access that your personal account has to the
business page to allow us to connect to it. It's a Parent-Child relationship.
So be sure to check "yes" or "agree" to all the permissions that pop up.Hover
your mouse over your name and you'll see "Change" in the upper right corner
of the blue block.
[7:48:06 PM] Kyle: Click this and a list of your Admin pages will appear.
[7:48:13 PM] Kyle: Choose the fan page you wish to use instead of your
personal one.