What kinds of users are available in DocuMatix?
There are several kinds of users available in DocuMatix:
- Admin-users with full access
- Application-limited access to specific features (For example, the ability to manage event registration without being able to set up new events.) An Admin user specifies what the application user has access to.
- Report only access-this user can run reports based on their assigned access (For example: run a report for a specific email and responses for all current and future web forms). An Admin user specifies which reports this user can access.
- CommLink–this user is limited to searching for delivered emails, direct mails, and general email launch history.
How do I add a new user?
Administrators will navigate to Account Settings>Administrator>Manage Users.
Click the gray Add New button.
Complete the information for each of the following tabs: User Type, Contact Info, and Access.
Click Save.
How do I reset my password?
All DocuMatix users can reset their own password via two methods:
- Forgot password link
- Account Settings>User>Change Password (Click here for more information)
Admin users can reset passwords and unlock accounts in DocuMatix under Account Settings>Administrator>Manage Users. Here they can click on the name of the user, then click Reset Password. There are also options to Edit, Delete and Disable accounts when clicking on the name of a user.
What are the password requirements?
- Minimum of 8 characters
- Must contain at least 3 of the following 4 categories: uppercase, lowercase, digits, or symbols. You can use the following symbols: (@#$%^&+=.)
Note: Passwords are case sensitive, but usernames and company Login IDs are not.
Why do accounts become locked out?
Accounts may become locked out due to multiple attempts to guess a user’s password. This protects users from having their account broken in to.
How do I unlock my account?
To unlock an account, contact an administrator. Admin users can unlock accounts (and reset passwords) under Account Settings>Administrator>Manage Users. Here they can click on the name of the user, then click Unlock.
Can I share my account with one or more users?
No, accounts cannot be shared. This is to protect the security and integrity of the account and its users.
What is an Opt-Out list and what do we have one?
An opt-out list is a list of email addresses (and text numbers) who wish to avoid receiving unwanted marketing or solicitation information. This is also called an Unsubscribe list.
The Federal CAN-SPAM Act and Telephone Consumer Protection Act (TCPA) requires that opt-out requests be honored promptly.
How do I add or remove email addresses from the Opt-Out list?
Emails may be removed from or added to the Opt-Out list.
1. Navigate to: Account Settings>Administrator>Master Unsubscribe list
2. Within the ADD tab,
- Click the import CSV file button to select the desired file.
-Please note that you will need a header row and titles in the file. Once you upload the file you will be prompted to map the column for email address and any custom fields you want included in the Master Unsubscribe List for these records.
- Or, enter the email address you wish to add to your unsubscribe list.
The download report button (available on both tabs) displays all emails on the Opt-Out list.
3. Use the Remove tab to enter any emails you wish to remove from the unsubscribe list.
Users with DMX text messaging access can also manually enter in a phone number to opt out.
What are subscriber preferences?
Subscriber preferences allow the customer/member to determine the types of emails they want to receive, and if they want to pause the emails. Your organization defines the email categories that you want to use. This reduces the number of people who unsubscribe from all emails. Please note, Subscriber Preferences are limited to only one Marketing Account and cannot be applied to multiple DocuMatix accounts.
How do I set up subscriber preferences?
Navigate to Account Settings>Administrator>Subscriber Preferences
To learn more about Subscriber Preferences, click here.
What is the permanent block list?
A permanent blocked list is a list of email addresses that the DocuMatix system will not deliver to in future emails. This list includes the email address and the last bounce back reason.
When you send an email through the DocuMatix system if the email network or email client has an error delivering that message, they will send a message back. This is known as a bounce back. The DocuMatix system processes bounce back messages and based on rules and frequency may add the email addresses to the permanent block list to prevent possible blacklisting. Failure to correct the issue (e.g., spelling mistake in the email address, the domain name doesn’t exist, or the recipient is unknown) will increase the risk of being added to a blacklist or losing email reputation, either of which would have an adverse effect on the delivery of future emails. When you are blacklisted, all emails are rejected.
Can I remove emails from the permanent block list?
No. Removing email addresses from the blocked list affects your whitelisting status which can cause email delivery delays. If you lose your whitelisting status and become blacklisted, emails will not be delivered.
What does unsubscribe mean?
To unsubscribe is an action taken by the user, requesting that their email address be removed from all email marketing. This is also known as an opt out.
How do I add an email to the unsubscribe list?
When email recipients request to be unsubscribed from future mailings, it is necessary to add them to the Master Unsubscribe List: Account Settings>Administrator>Master Unsubscribe List (Click here for more information)
What is a bounce back?
A bounce back or ‘bounce’ is an automated message from an email system, informing the sender that the message could not be delivered.
A bounce back occurs after the first unsuccessful delivery attempt.
Per DocuMatix protocol, emails are added to the permanent bounce list after 3 bounce backs.
NOTE: Failure to correct a bounce back issue (e.g., a spelling mistake in the email address, the domain name doesn’t exist, or the recipient is unknown) will increase the risk of being added to a blacklist or losing email reputation, either of which would have an adverse effect on the delivery of future emails.