E-mail sender is a subsection on Customer Page that can be accessed under Admin and/or Partner where you add an email domain name after it is created, activated, and verified via Mailgun and a DNS provider (it may take up to 24 hours).
2. Customer has added his email domain (address) to DNS but it cannot be added to Customer Page (see the screenshot above), do we need to do anything on our side?
After we have created and sent the customer their DNS settings, it usually takes up to 48 hours for it to be active. As soon as we receive confirmation from Mailgun, it can be used to send campaigns.
3. The customer added CNAME lp.ngdialogue.no & s.ngdialogue.no, what do we do now?
We need to activate them on our side. As soon as it is done, we will notify you and it can be used.
4. How to search for a form/landing/campaign with %, _ and \ symbols?
To search for "%", "_" and "\", please use the next instruction (combine the symbol you need with "\" like this:\% \\ \ _You can also use the % symbol as a variable for more than 1 symbol. For example, you remember the beginning of the name and its end but do not remember what is in the middle. You can type "abc%d". If you do not remember or cannot type exactly one symbol or letter, you can search "abc_ed".
5. Why is my SMS A-Number is seen as Unknown or gets into Spam?
Short names are now not recognized, please, check if your A-Number is longer than 2 symbols
6. Will the QR codes for landing pages be affected after a new global domain is created for the customer?
Yes, it will work as it used to. After created the global domain the page will be accessible by at least 2 links: The normal one - https://www.ngdialogue.no/mmww/data/sites/**********/index.html Link with Global Domain - https://global.domain.se/sdfsdfdfmadfljkadf
The client will see the first link of course, if this link in the QR code
7. Customer has problem with the e-mails they send. They often end up in the trash can.
Please double-check if all the records had been added correctly. Sometimes we verify the email domain, it works but then the customer can delete some of the records (DKIM for example) and it begins to work improperly.
8. Can a customer have more than 1 email subdomain?
Yes, we can set it up
9. NPS Dashboard's Latest Feedback Card does not have names of recipients, only user.name. Can it be fixed?
This happens for customers with special settings, usually it is the case for customers with Integration. Just contact Tech Support via Slack and they will help with that.
10. Can an email domain have have a name maindomain.no?
We cannot create email domains, only subdomains adding info.maindomain.no, dialogue.maindomain.no, not maindomain.no
11. How to filter by Job Name in Query?
To filter by job's name, use filter JobID:
12. Will the links in the email work of the global domain is not set?
There might be a problem. The global domain has to be activated for the links to work via Email
13. Can I be logged in simultaneously as an employee and customer or more than one customer?
Only if you are using different browsers/different Google account/Incognito account. Logging under a different under will lead to being logged out as a previous user.
14. We can set up different numbers in the form like from 0 to 10, from 0 to 5, 0 to 3 or any custom but in the Dash it is 0 to 10 only. How does it work?
For NPS 0..6 are detractors, 7-8 – passives, 9-10 promoters
If we use values 1..5 all respondents will be detractors and NPS will not be calculated correctly.
When FiveNumbers type is used, all values are multiplied by 2, so 1 is 2, 2 is 4, 5 is 10 etc.
If intention is not to get NPS but just receive some scale number not related to Net Promoter Score, then another form element must be used instead of NPSQuestion element.
Suggestions:
text with type number
radio list
dropdown list
dictionary question
15. Many received e-mail in spam folder. What could be the reason?
A new email domain needs to be warmed up properly. If you open campaign report and download excel with "Send error", you'll see lots of messages like this: "Gmail has detected an unusual rate of mail originating from your SPF" or this "Your IP address has been temporarily deferred due to volume exceeding limits". This is because from this domain there has never been huge sending like this before. For next campaign please split it into tasks and schedule each task with delay at least 1 hour. Best if it's possible to send campaign during 2-3 days, or if the customer has campaigns with smaller volumes, less than 5000.
16. What is the maximum number of characters in the SMS?
640 characters, it is 5 SMSs
17. The name of the landing page is wrong: instead of name it displays with random letters and digits like 006c
This is a temporary issue. Please try renaming and republishing the landing page. If tried 2 times and it is not working, contact Support via Slack
18. How to add memberlink/make a campaign link connect answers to their recipient in the Dashboard?
You can open Email Builder, add a text block and find Landing page link:
If the form on the landing page is mapped to the same datasource you are using to send out the campaign, the system will allow you to add a memberlink when click
You click OK and here you tick the box:
The link is generated. You can leave it in the text or copy and transfer to use in a button.
19. UTC parameters change in a URL when sending newsletter
Google analytics parameters are automatically added to all email campaign urls but sometimes they are overwritten. We're planning to add option to disable this feature per customer\campaign.
If the campaign name tag is changed automatically, change the name of the campaign to match the utm tag. For example, you send out a link with ?utm_campaign=test and it comes with ?utm_campaign=coupon. Name it “coupon” and insert like that.
Unfortunately, there is nothing can be done with utm_date, it will be the date and time of campaign run. We don't set utm_content, so you can leave it as it is. And since utm_medium and utm_source are the same as you intent to use, no need to change them either.
20. Datasource is created but cannot be accessed
Check whether this module in Customer Settings is on
21. Links in SMS are changed. Some phones have text being pulled into a link. Which looks like this:
Hello Customer!
Here is a link to your survey: https://d.vikenfiber.no/diuPFQRHave a nice day!
This can be due to an old phone or a virtual SMS provider. To avoid it, add additional space after the link.
22. If you try to enable the Email Campaign module but there is an error
This is because the old customers have Normal type of account but the default and it needs to be Euro to work.
Go to Gateway and change account to Euro
23. When creating a campaign, there is an error "No recipients were imported. Please check that your datasource has correct format and you have selected appropriate columns"
There are 2 possible solutions:
try email campaign, or make sure you have also phone numbers in the results. Email&SMS campaign will show that error if sms or email recipients not found, i.e. both must be present
check consents settings, if this datasource has consents then consents must be given by recipient or consent check must be disabled
24. The form was not been mapped to a datasource before the survey has been sent out and now there is no data in the Dashboard. Can we transfer it manually?
Yes, please notify Vitaly on Slack. But try to avoid this issue and check the mapping prior to send out as this is a manual task and requires a lot of time.
23. There are different numbers of users on the cards
The one with less registration uses NPS of each user, i.e. 803 means that total of 803 users has responded. The one with more registrations uses all responses. 1030 means there were total 1030 responses. The reason this number doesn't match number of users is because some users posted more than once to the same question You can get the same or very close results if you apply also filter by date, in the data base I can see that some users posted answers in 2023 and then in 2024
24. If the survey runs each year to same people - if still member. Will a new answer get in addition to previous, or will new answer overwrite previous given? What about comments, if same member add a comment each year, will both be visible in comments if not adding a filter, or only latest one?
It will not overwrite the answer, new answer will be added. It's up to you how to interpret it. If you pull NPS score without any filtering, the latest answer will be used. If you filter out e.g. by date to see only older answers, you will see the old answer and not the new one.
All comments will be visible. Rate gets folded because otherwise NPS is not correct, it must be 1 rate from each user
One thing to note: user can update their answer if they use the same link. I.e. if one receives link via campaign, post data, then next day posts to that link again - it will overwrite the answer. However, if user receives new link via another campaign to the same survey, it will be new answer. (edited)
So if you set up job that will run every month with the same content, each month you'll get new answers from same users. But during that month they can use the link to update the answer.
25. Clicks stats are doubled OR It appears like the email has hidden links (two times more than the email actually has.
These two situations derive from an email click bot that clicks all links to check for malware, looks for hidden links. We cannot fix it that is we always have total clicks and unique clicks in stats.
Regarding “hidden links” issue: specifically Microsoft when checking the links in the email, might show that it is 2 times more links than the email actually has. Which may lead to emails go to spam. To avoid it, use custom domain. If already using custom domain, it will be okay, it is just how click bot works.
If there are still too many links, we can suggest:
We only add 1 link that is used to track if email was opened. All other links are in their email template.
I would suggest to start with custom fonts and see if they really need that many.
If they think this is ok for their email that can also remove link to "View in web browser".
They could also remove "Unsubscribe" link, but I strongly advice against it. If it's still not enough they might remove social media links as well
They can create empty email, just remove everything from template and add simple text. This should help to determine if the problem is in links or related to a different issue
26. The rate question is missing one digit like on the screenshot:
To fix this, open the landing page, navigate to the form, click on Settings icon and add a new css class nps-range-1-10
27. Do we do “cleaning” of global blacklist in the way that new members should be removed from global blacklist.
We have automatic job that run every day and does the following:
copy recipients that must be remove from blacklist to backup
remove recipients
There is a logic: if recipient's update date is less than member_join_date, then it will be removed, if it's greater - then it will not be removed, this is in case they want to be back to blacklist again.
28. In the Dashboard, when users go to “Customer Feedback” and see the list of comments (like in the screenshot), they can click “Export to Excel” to respond to the customers they choose. They would like the customer’s email address to also be shown here (and included in the export), so they can easily contact the customer directly from this view.
This can be done by support team, tag them in support_help channel via Slack
29. GDPR setting ignored in SMS export (data hidden when anonymization is disabled). In the account settings, GDPR anonymization is set to "Simple" (disabled), which means that recipient data should not be anonymized. However, when exporting recipient data from an SMS campaign, the exported Excel file is empty – even though the campaign clearly shows recipients in the UI.
First of all, GDPR settings simple\advanced is not related to campaign data at all, it relates to forms and landing pagesNext, the settings that manage campaign anonymization is called CampaignAnonymization which is disabled for this customer. Though, even if it was enabled, you'd get recipients but the phones\emails would be replaced with "random" numbers.
The reason why there is no recipients in the Excel is that now system stores campaign recipients only 180 days after campaign has been sent, so recipients for all customers are removed in 6 months Since this campaign ran on 27 of March, recipients were removed.
Before system stored recipients for campaign for 1 year, but due to database grow and lack of resources this period was reduced to 180 day.
30. Why multiselect dictionary questions are not available in the cards' settings like other questions?
These questions are multiselect, we cannot show distribution on them as one member's answer is not just simply Yes or No or Don't know, it is a combination of answers
31. What does List avg in a campaign mean?
Regarding “List Avg.”, this value means the average value in the current folder:
32. Pop-up “the username is already taken” when want to invite a new user.
If you see this pop-up, it means the email you entered is used in the system. Use a different email to invite a user:
33. Created a survey using Multipage Container but I am not able to go to next page, the button does not work, also submit button always visible.
Sometimes the buttons element gets inside the Multipage Container, which is why it cannot function correctly, as the switch that changes the pages is placed onto one of the pages:
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