What are groups for?

Creating a group of contacts is used to group together contacts satisfying specific criteria. Groups can then be used to send target messages for example, or to view contacts with common criteria.

A criteria includes variable that must be met to automatically include a contact in a group. Therefore, groups are dynamics and any new contact satisfying the criteria will be added to the group.

Once you have created a group, you can use it to:

  • send a message or SMS
  • delete contacts
  • send a campaign
  • target contact

Which edit mode to use - simple or advanced?

There are two different group editing modes offered - a simple one and an advanced one. When creating a new group of contacts, you are automatically shown the simple edit mode. However, as soon as this page is displayed, you have the option to switch to the advanced mode if you wish, either because the simple edit criteria don't correspond to your needs or just because you prefer the advanced mode.

It is important to note that once you have saved your criteria using the advanced mode, you will no longer be able to use the simple edit mode for that group.

How to create a group

Access Path
> Contacts > Groups

How To

  1. In the group list page, click on Create a group.
  2. In the Group creation window, specify the name of the group. If your project is available in more than one language, you will need to enter a group name for all languages. If you want to use this new group to perform tests, check the Test group option. By choosing this option, the group will be available for selection when sending a test message. Note that if you do not activate this option when creating the group, you can always select it later on through the group parameters with the option Use as a testing group.
  3. Once you have named and created the group, you need to specify the criteria that will select the contacts to be included in the group.

Using the simple edit mode

The simple edit page offers by default various types of criteria, that you can simply drag-and-drop to add them. Once the criteria type is selected, all is left to do is to specify how the contact need to meet the criteria to be part of the group. There are criteria related to the contact itself and others based on contact behaviors.

See how-to video

  1. In the left pane, select the criteria on which you want to base your selection of contacts and drag it to the central pane to add it as an applicable criteria.
  2. The criteria definition window opens so that you can specify the data to be searched.
    To get a description of each criteria, view the List of criteria avaiable in simple edit mode.
  3. Once definition is complete, click Save.
  4. Repeat the same steps for each criteria to add.
    It is possible to add cumulative criteria (AND), which will all need to be met for the contact to be included in the group.
    You might also want to target contacts that meet one of multiple criteria of the SAME TYPE. In such a case, you need to add an alternative criteria to an existing one, which will use OR. The OR criteria icon shows when you mouse over the related criterion.
  5. The count of contacts targeted by the group shows in the upper right corner of the window, as well as the number of contacts eligible to receive messages in each active communication channel in the project.
    • To see the list of all the contacts that meet the group criteria, click.
    • To see the list of contacts eligible, or not, to receive messages in a specific communication channel, click the name of the category in the information box. When you click on Eligible, if your project contains a consent centre, you can either choose All eligible to see all eligible contacts, or By opt-ins to see all eligible contacts by explicit opt-ins.

Using the advanced edit mode

The advanced edit mode is generally used when the simple mode does not have the options you need, as it offers a wide variety of criteria, and of combinations.

  1. Click on the Advanced edit tab.
  2. In the Parameters section, you can change the name of the group, if needed, define it as a test group if you haven't done so before, or add the group as a shortcut to display in the right pane. If you edit parameters, make sure to click Save.
  3. In the Criteria section, it is important to specify the criteria to apply in order to find contacts.
    To view the details of each criteria, open the Description of criteria available in the advanced edit mode.
    1. Start by defining the first criteria by clicking Add a criterion (And).
    2. In the criteria edit window, specify if the criteria will be used to include or exclude contacts. You can define criteria for the various Dialog Insight modules you have access to (for example, Contacts, Contests, Surveys, Events, Relational tables, etc.)
    3. You can add as many criteria as you wish by clicking either Add a criterion (And) to add a main criteria or Or to add a sub-criteria to an existing main criteria.
  4. As you add criteria and sub-criteria, the result is dynamically updated in the upper right section of the page entitled Group count, where you can ssee the total number of targeted contacts, as well as the number of contacts eligible to receive messages for each active communication channel in the project (email, sms, mobile push and web push).
    The chart legend shows the following information:
    • Targeted - Total number of contacts that matches the specified criteria, all communication channels combined.
    • Eligible - Amongst the targeted contacts, those who are eligible to receive messages for this specific communication channel. When you click on Eligible, if your project contains a consent centre, you can either choose All eligible to see all eligible contacts, or By opt-ins to see all eligible contacts by explicit opt-ins.
    • Ineligible - Amongst the targeted contacts, those who are not eligible to receive messages for this specific communication channel, because they are inactive, have unsubscribed or are on quarantine or black listed.
    • Non targeted - Total number of contacts that do not match the specified criteria, all communication channels combined.
    • Total - Total number of contacts in the project, targeted and non targeted combined.
  5. In general, data is generated dynamically. However, it can happen otherwise; therefore, if data does not seem to be accurate, click on the refresh icon  to regenerate the most current results.
    • To see the list of all the contacts that meet the group criteria, click.
    • To see the list of contacts eligible, or not, to receive messages in a specific communication channel, click the name of the related category.
  6. From the list of contacts, you can view the profile of a given contact, display the history of messages sent to this contact or export the entire list of contacts in the group.

Important distinction between AND and OR

It is important to understand that a contact must satisfy ALL criteria combined with AND, and must satisfy at least one of the many criteria combined with OR.

  • Adding a criteria (AND) allows users to create a new criteria to comply to for the contact to be part of the group. Each criteria added further reduces the number of results.
    Example Sex = M AND City = Montreal will include only male contacts who live in Montreal. 
  • Adding a sub-criteria (OR) allows users to add an alternative criteria to an existing criteria. Each sub-criteria added increases the number of results.
    Example City = Montreal OR City =Toronto will display only contacts from Montreal or from Toronto. 
  • It is only possible to add a sub-criteria to a criteria related to the same module.
    Possible group: City = Montreal OR City = Toronto T AND has entered a contest AND completed a survey
    Impossible group: City = Montreal OR City = Toronto OR has entered a contest OR completed a survey