User Management

The Users tab lists all existing Marketing Automation user accounts. Admins and users with the View/Edit all User Permissions permission can access this page to sync and manage user accounts. The Sync Users from Epic button imports new users and updates existing user information. Use the Dynamic Servicers button to manage the servicing roles available for Dynamic Branding and Servicing on drip campaigns.

You can also deactivate, reactivate, and edit user accounts from this page. You can also manage permissions and settings for each user, but most changes to contact information must be made on users' associated employee accounts in Applied Epic.

Applied recommends assigning only one Role per user. Users with multiple roles assigned are granted all permissions from each role, which may be confusing and result in users receiving unintended permissions. If none of the existing roles contain the exact permissions you want to assign, you can create a custom role on the Security tab of the Configuration Basics page.

To allow non-Admin users to use the Content Assist feature, you must assign them a custom role with the Compose with Content Assist permission enabled. The Content Assist feature is only available if your organization does not have Active Directory authentication enabled in Configure > Security > Logins in Applied Epic.

Click Configuration on the navigation menu and select Configuration Basics. Then click the Users tab.

Syncing users

New and updated Applied Epic users sync to Marketing Automation automatically every night, but you can also Sync Users from Epic manually at any time.

Automatic sync

Marketing Automation automatically syncs users and associated employee contact information from Applied Epic nightly. The automated sync uses the following logic:

• If it finds a new Applied Epic user with an associated employee account and an Email 1 address that uses a domain authenticated in Marketing Automation, it creates a new Marketing Automation user account and adds the email address to the list in Email Configuration.
• Any email addresses added are available for use on Branding Profiles and as From and Reply To options on campaigns.
• The system suppresses duplicate accounts, except when the same email address is used on employee accounts associated to different Epic users or when multiple employee accounts with different email addresses are associated to the same Epic user. For this reason, it is best to associate only one employee account to each Epic user and make sure every employee's email address is unique.
• By default, Epic users who are Enterprise Admins receive an Admin role in Marketing Automation. All other users are assigned the Producer/Broker role by default.
• It updates the contact information for existing Marketing Automation users with the current information in their associated Applied Epic employee accounts.
• While the system adds new users and updates existing ones nightly, it does not remove, deactivate, or reactivate users.
• It checks for new or updated servicing roles in Applied Epic (Configure > Account > Servicing Roles) and updates the information in Marketing Automation accordingly, including all drip campaigns that use Dynamic Branding and Servicing (regardless of their status).

Manual sync

To add Applied Epic users to Marketing Automation or update existing Marketing Automation users with current contact information from their Epic employee accounts immediately, click the Sync Users from Epic button.

This button does not remove user who have been deactivated in Applied Epic; you must manually deactivate them in the System Users list. You can also reactivate a user if necessary. The system syncs the same information automatically every night, but you can use the Sync Users from Epic button at any time if you do not want to wait for the nightly sync.

Only Epic users with associated employee accounts and email addresses sync to Marketing Automation. Make sure all employees' email addresses use an authenticated domain, or your organization may encounter problems with email delivery. All valid email addresses are added to the list in Email Configuration, which makes them available for use on Branding Profiles as From and Reply To options on campaigns. The system suppresses duplicate accounts, except when the same email address is used on employee accounts associated to different Epic users or when multiple employee account with different email addresses are associated to the same Epic user. For this reason, it is best to associate only one employee account to each Epic user and make sure every employee's email address is unique.

Epic users who are Enterprise Admins are added to Marketing Automation as Admins. All other Epic users default to the Producer/Broker role with Content Library Access to all markets and libraries. Once the Marketing Automation user account is created, you can edit each user to manage their permissions and settings.

Information displays above the System Users list about the user who last used the Sync Users from Epic button and when, as well as the status of the sync.

Minimum requirements to create users

For a Marketing Automation user account to be created via automatic or manual sync, an Applied Epic user must have all of the following:

• An active Security Login (Configure > Security > Logins)
• An active Employee account with the following fields completed on Account Detail:
• First and Last Name
• An Email 1 address that uses a domain authenticated in Marketing Automation
• An Employee code assigned to their User account (Configure > Security > Users)

Refer to Dynamic Branding and Servicing Configuration for user configuration requirements specific to Dynamic Branding and Servicing. For best results, make sure each Epic employee account also has an Address and Job Title entered, in addition to the requirements listed above.

Dynamic Servicers

To use Dynamic Branding and Servicing to automatically personalize drip campaign emails with recipient-specific Servicing Contact information, you must select the servicing roles you want to make available for selection. To manage the available dynamic servicing roles, you must have the default Admin role or a custom role with the View/Edit all User Permissions permission.

To enable or disable dynamic servicing roles for use in Marketing Automation, do the following:

1. From the Users tab, click the Dynamic Servicers button.
2. The Dynamic Servicers pop-up window displays. Select the checkbox for each role you want to enable. Deselect the checkboxes for any roles you want to disable. If a checkbox is greyed out, it means the role is currently in use on an active campaign and cannot be modified until the campaign's status is Sent or Completed.
3. Click the Save button to apply your changes.

Edit a User

Except for the Secondary Phone Number and Primary Address, Marketing Automation user contact information can only be edited in Applied Epic. If you make any changes to the Epic user's employee account, you must use the Sync Users from Epic button to update the user's information in Marketing Automation or wait for the nightly automatic sync.

In the Permissions frame, you can configure the user's Role-Based Permissions, the Content Library areas they can access, the email addresses they can use as From and Reply To selections, the users whose lists they can view and edit, and the branding profiles they can apply to content. Click the help icon to view a comprehensive list of Role-Based Permissions.

To ensure that you have all options available when editing users, make sure all of the email addresses your organization will use are added to the Valid Email Addresses list in Email Configuration, and create your organization's Branding Profiles before working in this area.

To enable a Marketing Automation user to send content, configure their accounts to meet these minimum requirements:

• Role-Based Permissions selection of Servicing Personnel, Marketing Staff, or a custom role that includes at least the same permissions as one of these default roles.
• At least one selection for each of the following:
• Content Library Access - Markets
• Content Library Access - Library
• Email Addresses Allowed to Send From
• Email Addresses Allowed to Use as a Reply To
• Available Branding Profiles

1. Click the User Name (the Applied Epic usercode) for the user you want to edit. To change the sort order of the list, click a column heading. Click the column heading again to reverse the sort order.
2. On the Edit User page, you can edit the following settings in the Contact Information frame. The user can also manage these settings in Edit Preferences.
• Secondary Phone Number

  You can enter a Secondary Phone Number if necessary. This information displays in the signature area of a drip campaign email with Dynamic Branding applied (in addition to the user's Phone Number) when a user is associated to the employee in the selected servicing role on a recipient's Applied Epic client account. This information is only stored in Marketing Automation; it does not sync back to Epic.

• Primary Address

  Select the branch whose address should display as the user's Primary Address. The Primary Address dropdown populates with the branches to which the user has structure access in Applied Epic. The first address listed on the Structure Access tab for the user in Configure > Security > Users defaults. If you need to change the address of a branch itself, you must do so by editing the branch in Applied Epic (in Configure > Structure > Branches). This address populates in the signature area of drip campaign emails when Dynamic Branding is applied and the user is associated to the employee in the selected servicing role on a recipient's Epic account. Changing this selection updates the user's address on all existing drip campaigns that use Dynamic Branding, as well as any future campaigns.

3. In the Permissions frame, you can edit any of the following:
• Role-Based Permissions

  Each role gives the user a different set of permissions. Click the help icon to view the permissions for each role, including any custom roles you have created. If none of the existing roles contains exactly the permissions you want to assign, create a custom role on the Security tab of the Configuration Basics page (rather than assigning multiple roles to the user).

  Select one or more Role-Based Permissions checkbox(es) to apply role(s) to the user.

  The following default roles are always available, in addition to any custom roles your organization has created. To manage custom roles, you must have the View/Edit all User Permissions setting applied to your own role.

  • Admin: Admin users can access all areas and users. Limit administrative rights to the users you want to have complete control over your organization’s Applied Marketing Automation settings and all user accounts.
  • Marketing Staff: Marketing Staff users can access all areas except Configuration.
  • Producer / Broker: Producer / Broker users can access the Content Library and create lists, but they cannot upload content, access campaigns, or send campaigns.
  • Servicing Personnel: Servicing Personnel users can access all areas except Configuration and the Email Failure Log.
• Default Language

  If the user works primarily in a language other than the system-wide Default Language on the Basics tab, select the user's Default Language from the dropdown.

• Default Content Language

  If the user works primarily with content in a specific language, you can select one or more Default Content Languages to preset the Languages filter in the Content Library. The user can still apply a different filter manually when necessary.

• Content Library Access

  Use Content Library Access to determine the content that each user can view and send. To assist users in locating content efficiently, select only the markets and libraries that are relevant to their role and the clients and prospects they work with. Users will only see content from the markets and libraries you select. For example, you might select only the Employee Benefits checkbox for a user who works exclusively in your benefits department, while leaving the Property & Casualty checkbox deselected. A user must have at least one market and one library selected for the Content Library to display.

  1. Select the Content Library Access - Markets checkbox(es) to grant the user access to content for those markets.
  2. Select the Content Library Access - Library checkbox(es) to grant the user access to content in those libraries.
• Default Structure Access for Created Items

  You can assign the Applied Epic structure combinations that default on lists the user creates. These structure combinations determine other users’ access to the user’s lists.

  Note that when selecting Structure Access options for a list, users can only select from structure combinations accessible to them in Applied Epic. If you assign a default structure combination the user does not have access to, the system removes that combination the next time the user logs in.

  Structure Access functionality is only available if your organization does not have Active Directory authentication enabled in Configure > Security > Logins in Applied Epic.

  1. Select All Structures or Selected structures to determine the default selection when the user creates a list. If your organization does not limit list access by structure, select All Structures.
  2. If you chose the Selected radio button, click + Structure Combinations and add combinations available to the user in Applied Epic, then click Add Structure Combinations.

  The <All> option for a Branch, Department, or Profit Center grants access to all the structures configured in Applied Epic within the structure level above it. For example, if a branch contains three departments in Applied Epic, the <All> option in the Departments dropdown grants access to all three of them, but not the departments under any other branch.

• Email Addresses Allowed to Send From

  Any user who sends content needs at least one email address available for selection as a From option. This selection will display as the email’s sender to content recipients. To save the user time when sending content, you can set a default email address for them.

  1. Select one or more Email Addresses Allowed to Send From in the dropdown. To remove an email address, click the remove button beside it in the field.
  2. If you know which email address the user will use as a From address most often, select it from the Default Send From dropdown.
• Email Addresses Allowed to Use as a Reply To

  Any user who sends content needs at least one email address available for selection as a Reply To option. When a recipient replies to one of the user’s emails, their reply will be sent to this address. To save the user time when sending content, you can set a default email address for them.

  1. Select one or more Email Addresses Allowed to Use as a Reply To in the dropdown. To remove an email address, click the remove button beside it in the field.
  2. If you know which email address the user will use as a Reply To address most often, select it from the Default Reply To dropdown.
• Available Branding Profiles

  Any user who sends content needs access to at least one Branding Profile. To save the user time when sending content, you can set a default Branding Profile for them.

  1. Select at least one branding profile from the Available Branding Profiles dropdown.
  2. If you know which branding profile the user will apply most often, select it from the Default Branding Profile dropdown.
• View/Edit Other Users' Lists

  You can give a user access to view, edit, and send campaigns to other users’ lists if necessary. If the user edits the search criteria on a list created by someone else, the system uses the editor’s permissions to perform the search, which may change list membership if their permissions differ from the list creator’s. If the user edits the search criteria on another user’s dynamic list, the system sets the editor as the list’s new owner.

  Select the users whose lists this user can access from the View/Edit Other Users’ Lists dropdown.

• View/Edit Other Users' Campaigns

  You can give a user access to view and edit other users’ Campaigns if necessary. Select the users whose campaigns this user can access from the View/Edit Other Users’ Campaigns dropdown.

4. When you have finished making changes to the user’s account, click the Save button.

Deactivate a User

User accounts cannot be deleted, but you can deactivate them if necessary. Only active users display in the list by default. To display both active and inactive users, select the Show Inactive Users checkbox. If you deactivate a user, you must reassign their unsent campaigns to an active user. If the user you are deactivating created the list selected for the campaign, the new owner can use the list but cannot add contacts to it. To add contacts to the list for a reassigned campaign, the new owner must delete the existing list and create a new one. You may also need to remove the inactive user's email address from Email Configuration and any user-specific Branding Profiles.

1. On the Users tab, deselect the Active checkbox for each user you want to deactivate. If necessary, you can click a column heading to change the sort order of the list.
2. A validation message displays. If the user has any unsent campaigns listed, select a New Owner for them from the dropdown. Once you assign a new owner, active and/or scheduled campaigns send to contacts based on the new owner’s Applied Epic structure and/or Confidential Client access.
3. Click Confirm to deactivate the user and reassign any unsent campaigns to the New Owner.

Click Cancel to close the pop-up window without deactivating the user or reassigning any campaigns.

Reactivate a User

If an inactive user account is associated to a drip campaign using Dynamic Branding and Servicing, it causes an exception and prevents one or more contacts from receiving campaign emails. One option for the exception is to reactivate the user. You may also need to Sync Users from Epic, confirm that the user's email address belongs to an authenticated domain in Email Configuration, and update any user-specific Branding Profiles.

1. On the Users tab, select the Show Inactive Users checkbox to display inactive users in addition to active users.

2. Select the Active checkbox for each user you want to reactivate. If necessary, click a column heading to reorder the list.

3. Click Confirm on the validation message to reactivate the user.

4. Click the Sync Users from Epic button to update the user's information from Applied Epic into Marketing Automation.