Contacts

In the Contacts area, you can search for existing Applied Epic client contacts and employees directly from Marketing Automation. Only contacts to whom you have structure access in Epic populate in your search results. All contact information (name, email address, account type, etc.) is read-only in Marketing Automation. If you need to edit it, you must do so in Epic. Contact Detail provides additional information, such as the lists to which a contact belongs and their Marketing Automation email history. You can edit the Marketing Preferences and/or Consent Information for client contacts if necessary (employees do not have Marketing Preferences).

Find a Client Contact

You can search for your existing Applied Epic client contacts by entering search criteria. For the most focused results, enter as many criteria as possible before searching. You can access Contact Detail for any contact in your results.

1. Click Contacts in the navigation menu.
2. By default, the system only searches for contacts on active accounts in Applied Epic. To search for contacts on inactive accounts as well, select the Include Inactive Accounts checkbox.
   Note: If your organization uses Applied CSR24, you can also select the Only Customers with Client Portals checkbox to refine your search results.
3. Enter one or more criteria in the search fields.
4. Click the Search button to display the contacts that meet your criteria. Sort the contacts by clicking on a column heading. Click the column heading again to reverse the sort order.
5. Click on a Contact Name to open their Contact Detail page.

Find an Employee

You can search for employees saved in Applied Epic by selecting the Search for contacts who are internal employees checkbox. To locate a specific employee, enter a portion of their name to limit the results. To view a list of all employees, click Search without entering criteria.

1. Click Contacts in the navigation menu.
2. Select the Search for contacts who are internal employees checkbox.
3. To limit the results, enter a full or partial Employee Name.
4. Click the Search button. If you did not enter any criteria, all employees display. Sort the list of employees by clicking a column heading. Click the column heading again to reverse the sort order.
5. Click on an Employee Name to open their Contact Detail page.

Email Lists

Once you have located an employee or client contact, the Email Lists section displays all the lists to which the contact belongs and indicates whether the contact is Included or Excluded on each one. Click on a list to open its List Detail page. Up to 15 lists display by default. Use the pagination links to view any additional lists.

Campaigns Received

The Campaigns Received section displays all emails sent to the contact, the date they were sent, and their status. Click on a link in the list to access Campaign Detail for the standard campaign or pre-built campaign or a preview of the one-off email.

The following statuses may display for emails in the list:

• Pending: The email is in the process of being sent.
• Sent: The email has finished sending, but a confirmation has not yet been received.
• Received: The contact has received the email but has not opened it yet, or has opened the email but not select the Download images option.
• Opened: The contact has opened the email and viewed the images in it.
• Clicked: The contact has clicked the Read more link in the email.
• Bounced: The email could not be delivered to the contact (for example, because of an invalid email address).

Marketing Preferences

The Marketing Preferences area displays the choices the contact has made about the campaign types they want to receive. If a contact has Do Not Market selected or has opted out of receiving emails in Applied Epic contact detail, none of the checkboxes are selected. If you change the Email checkbox selection in the Marketing Opt-Ins frame on the Applied Epic Contact Detail screen to opt the contact into or out of Applied Marketing Automation emails, the contact’s record may not update automatically in Applied Marketing Automation. To ensure that the contact’s Marketing Preferences are updated, you can do any of the following:

• Search for the contact(s)

  Searching for an individual contact in Marketing Automation forces a sync with Applied Epic. Go to the Contacts page and find the contact. Once you locate the contact, you can review their Marketing Preferences on the Contact Detail page to ensure that they are correct.

• Create a list that includes all contacts

  Creating a list (dynamic or manual) forces a Marketing Preferences sync between Applied Epic and Marketing Automation for the included contacts. You can then find the contact and review their Marketing Preferences on the Contact Detail page to ensure that they are correct. If you create a list solely to sync Marketing Preferences, remember that you can delete the list if you do not plan to use it for a campaign.

• Include the contact on a future campaign edition

  Marketing Preferences sync between Applied Epic and Marketing Automation for all contacts on a list whenever a campaign edition is sent to that list. If a contact is not currently included based on a dynamic list’s criteria, but they will meet those criteria on a future edition, their Marketing Preferences will update once the edition in which they are included is sent.

If the contact has communicated to you that they would like to receive one or more campaign types, you can find the contact and update the Marketing Preferences checkbox selections manually on their Contact Detail page. If you select the Unsubscribe from all checkbox, all individual checkboxes are deselected, and the contact will not receive any future Marketing Automation campaigns. If you make any changes to a contact’s Marketing Preferences, make sure to enter Consent Notes and click Save. The Marketing Preferences area does not apply to employees.

Consent Information

Click the Consent History link to display the most recent changes to the contact’s consent information, the user who made them, and when, as well as any explanatory notes about the changes. If you make any changes to a contact’s Marketing Preferences, you must enter Consent Notes and save the changes. The Consent Information area doe not apply to employees.