DocuMatix Help Resources – FAQ

 

FAQ

Check out our Frequently Asked Questions below for a range of information, including accessing reports in DocuMatix, uploading your CSV file, and techniques to add dynamic, variable content to your emails.

Admin-Account Settings

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 has access to.

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>Reset Password

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?

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 why 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.
  • 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.

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.

Reports

How do you access reports in DocuMatix?

Reports are accessible in three places within DocuMatix.

Reports are accessible on the Dashboard using the reports widgets, and a chart on the Email Manager dashboard which displays open and click through trends for email launches.

 For reports that are specific for an email, survey, etc., the report is viewed by selecting the “View Report” option within the Published tab (for Email Manager, Surveys, etc). 

 Reports that can include multiple emails are found in the Report Center.

To learn more about accessing reports from the Dashboard, click here.

To learn more about accessing reports from DPS, click here.

Email Manager

How do I set up a Web Form?

To learn more about setting up Web Forms, click here.

What are Web Form emails?

A web form is used to gather information.  A web form email is an automated response to a submitted web form.

Any web form can be paired with a web form email. The email can have information entered from the web form merged into the email.

The following are some examples of how web forms and web form emails are used by other Marquis clients.

Externally (member or customer-facing):

  • request additional information (e.g., Document within a Document rack) – this can be paired with a follow-up email to the person requesting, with a link to the documents they requested)
  • gather new email addresses
  • update contact information – a web form email could be delivered to an internal email box of a person who would fulfill the request
  • opt in to operational text messaging
  • contests or giveaways
  • virtually anything where data is gathered

Internally (employee-facing):

  • staff recognitions – a web form email could send this in for consideration or directly to an all staff email address (depending on how you handle your staff recognition process)
  • facilities request forms – this could be paired with a web form email to deliver the request to the facilities group
  • suggestion box
  • contests or giveaways entries
  • virtually anything where data is gathered

How do I set up a Web Form email using a Document Rack?

To learn more about setting up a Web Form Email using the Document Rack, click here.

How does a refer-a-friend program help my business?

Peer-to-peer marketing is a driver behind purchasing decisions.

The act of referring a friend, colleague, or family member increases the chances that the potential customer will purchase from your business.

How do I set up Refer-a-friend?

To learn more about setting up Refer-a-friend, click here.

How can I embed a video in my email?

NOTE: Some email providers remove embedded videos.

To learn more about embedding a video in email, click here.

What is an email snippet?

An email snippet, designed to complement the email subject line, gives the subscriber quick insight as to the contents of the email by displaying the first portion, call to action, or summary of the actual email. Often, the email provider displays who the email is from, the subject line, and a snippet of the email.

How do I hide the email snippet?

The email snippet may be hidden by setting the snippet text color the same as the background of your email.

For further assistance, reach out to the support department at 877-362-8628 or  [email protected].

Can I recall an email?

No. Once published and in queue, the email cannot be recalled.  The queue begins five minutes prior to launch time.

Can I stop an email scheduled to launch in the future?

Yes, if the email is scheduled to launch in more than five minutes, the email may be stopped with assistance from support.

The support department may be reached at 877-362-8628 or  [email protected].

To learn more about how to demote (stop) an email, click here.

What are merge fields?

Merge fields are placeholders in the email template which allow emails to be personalized. The placeholder is filled with information from the data/CSV file. Using a personalized greeting (such as “Hi, Jeff” or “Good morning, Samantha”) is more friendly and inviting than a generic greeting.

How do you add a merge field?

To learn more about adding merge fields, click here.

What is a CSV file?

A CSV file is a comma separated value file. DocuMatix uses CSV files to load data (e.g., email addresses, merge fields used in emails). For DocuMatix, the CSV file must contain a header row with column names and the column names must not contain spaces or quotation marks.

How do I resolve errors when uploading a data (CSV) file?

First, verify the following:

  • Confirm that the data file is a .CSV (comma delimited) file type.
  • The data file contains a header row (the column names will be used to map to custom fields or merge fields).
  • The header row cannot contain any spaces (including spaces before or after field name).
  • If any of your column headings are surrounded by quotes, remove the quotation marks.

After verifying the above steps, some additional troubleshooting steps may be necessary:

  • Delete 10-15 columns to the right of the data, to remove any potential spaces in the empty columns that might not be visible.
  • Delete the header row and add a new one.
  • Alternatively, copy the data and paste in a new spreadsheet, and save with a different name.

How do I link a survey, web form, event, or document to an email?

To learn more about linking a survey, web form, event, or document (from a document rack), click here.

To learn more about replacing a URL with linked text, click here.

How do I create a shortened URL using DocuMatix?

Within DocuMatix, short URLs may be created by using a Generate Short URL button.

This tool will work for any URL and may be used with web forms, surveys, the document rack, etc.

To learn more about creating a short URL, click here.

What is a variable image in an email?

Variable images allow you to send different images to different clients to customize and individualize the communication process.

For example, you may want to include the photo of the specific service rep who helped a member. Your clients will feel that the company knows them, cares, and is paying attention.

What is a variable URL in an email?

Variable URLs allow you to send different web pages to different clients to customize and individualize the communication process.

How do I add variable content to an email?

Two types of variable content are available, variable images and variable URL.

Variable Images

To learn about adding a static image with variable text overlay, click here.

Variable URL

To learn about adding variable URL with partial merge fields, click here.

To learn about adding variable URL with full merge fields, click here.

Document Rack

What is the Document Rack?

The Document Rack provides a centralized storage location for PDF documentation (e.g. brochures and sales forms). This is ideal for you to keep the correct copy that can be referenced by your customers or internal staff. These documents are readily available to be used as links within emails, web forms, surveys, etc.

For example, a customer could receive a brochure with more information about mortgage loans.

How do I set up the Document Rack?

To learn more about setting up the Document Rack, click here.

How do I set up a Web Form email using a Document Rack?

To learn more about setting up a Web Form Email using the Document Rack, click here.

Web Forms

How do I set up a Web Form?

To learn more about setting up Web Form emails, click here.

What are Web Form emails?

A web form is used to gather information.  A web form email is an automated response to a submitted web form.

Any web form can be paired with a web form email. The email can have information entered from the web form merged into the email.

The following are some examples of how web forms and web form emails are used by other Marquis clients.

Externally (member or customer-facing):

  • request additional information (e.g., Document within a Document rack) – this can be paired with a follow-up email to the person requesting, with a link to the documents they requested)
  • gather new email addresses
  • update contact information – a web form email could be delivered to an internal email box of a person who would fulfill the request
  • opt in to operational text messaging
  • contests or giveaways
  • virtually anything where data is gathered

Internally (employee-facing):

  • staff recognitions – a web form email could send this in for consideration or directly to an all staff email address (depending on how you handle your staff recognition process)
  • facilities request forms – this could be paired with a web form email to deliver the request to the facilities group
  • suggestion box
  • contests or giveaways entries
  • virtually anything where data is gathered

How do I set up a Web Form email using the Document Rack?

To learn more about setting up a Web Form Email using the Document Rack, click here.

Texting

How do I opt out a mobile number?

To manually add a phone number to the marketing text messages Opt-Out list:

  1. Navigate to the Text Messaging Dashboard
  2. Click the settings cog button located to the right
  3. Select Opt-out List from the menu
  4. Enter the mobile number to be added to the Opt-out List
  5. Click Add

What are Marketing Text Messages and how do I begin sending them?

Marketing Texts are sent within the DocuMatix Product Suite and typically serve as awareness messages. To send marketing text messages, a financial institution must receive a literal opt-in from the customer. To learn more about implementing Marketing Text Messages, click here.

What are Operational Text Messages and how do I begin sending them?

Operational/Transactional Text Messages are automated through DocuMatix on Demand and do not require an opt-in. These messages are designed for automated alerts or notices such as balance drops or purchases made. To learn more about implementing Operational Text Messages, click here.

DocuMatix Help Resources – Processes & Procedures

 

PROCESSES & PROCEDURES

DOCUMATIX PRODUCT SUITE

 

 

DOCUMATIX PRODUCT SUITE

 

 

EMAIL MANAGER

NAME

DESCRIPTION

WRITTEN PROCEDURES

GETTING STARTED WITH EMAIL MANAGER

This guide serves as your end-to-end resource for
creating a new email within DocuMatix.

CLICK TO OPEN

CREATING AN EMAIL USING A TEMPLATE

Learn how to create an email with pre-built layout and design elements that include content. All templates can be changed and updated.

CLICK TO OPEN

CREATING AN EMAIL USING A LAYOUT

Learn how to create an email with pre-built layout and design elements that do not include content.

CLICK TO OPEN

CREATING AN EMAIL FROM SCRATCH

Learn how to create an email from scratch; allowing for the flexibility to place any cell type available within a blank email along with free-form content.

CLICK TO OPEN

ACCESSING SAVED TEMPLATES

Saved templates consist of emails previously created from scratch, a template or layout that have been saved for future use.

CLICK TO OPEN

MENU OPTIONS FOR DRAFT EMAILS

All of the options necessary to advance an email from design to launch are located here.

CLICK TO OPEN

MENU OPTIONS FOR SCHEDULED EMAILS

This section allows for copying and demoting to occur to an email prior to launch.

CLICK TO OPEN

MENU OPTIONS FOR PUBLISHED EMAILS

This section allows for copy/preview functionality and reporting.

CLICK TO OPEN

MENU OPTIONS FOR COMPLETED EMAILS

Here, emails can be archived or deleted permanently.

CLICK TO OPEN

BUILDING TRIGGERED EMAILS USING A TEMPLATE

Learn how to create a triggered email with pre-built layout and design elements that include content. All templates can be changed and updated.

CLICK TO OPEN

BUILDING TRIGGERED EMAILS USING A LAYOUT

Learn how to create a triggered email with pre-built layout and design elements that do not include content.

CLICK TO OPEN

BUILDING TRIGGERED EMAILS FROM SCRATCH

Learn how to create a triggered email from scratch; allowing for the flexibility to place any cell type available within a blank email along with free-form content.

CLICK TO OPEN

HOW TO DEMOTE AN EMAIL

Learn to demote (stop) a standard or staggered email that has not yet been launched.

CLICK TO OPEN

HOW TO REPLACE A URL WITH LINKED TEXT

Learn how to to replace the URL with linked text. For example: Instead of displaying a full URL with the location of a mid-year survey, the linked text will say “Click here for mid-year survey”.

CLICK TO OPEN

ADD A VARIABLE URL WITH PARTIAL MERGE FIELDS

Learn how to to include a different URL in an email for varying recipients. The variable URLs will be located in the CSV file.

CLICK TO OPEN

ADD A VARIABLE URL LINK WITH FULL MERGE FIELDS

Learn how to include a different URL in an email for varying recipients. The entire variable URLs will be located in the CSV file. For example: this process could be used when different loan officers have helped different customers, and the merge fields might be their signatures.

CLICK TO OPEN

HOW TO ACCESS EMAIL STATISTICS

Use the Email Statistics option for quick reporting, including click through rates and click through open rates.

CLICK TO OPEN

HOW TO UPLOAD A CSV FILE

Learn how to upload a CSV file for your email.

CLICK TO OPEN

HOW TO SCHEDULE AN EMAIL LAUNCH

Learn how to schedule an email launch after the email has been built and the CSV file has been added.

CLICK TO OPEN

 

 

MARKETING PATH

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING AN EMAIL TO USE FOR A MARKETING PATH FROM A TEMPLATE

Learn how to create an email to use for a marketing path with pre-built layout and design elements that include content. All templates can be changed and updated.

CLICK TO OPEN

CREATING AN EMAIL TO USE FOR A MARKETING PATH FROM A LAYOUT

Learn how to create an email to use for a marketing path with pre-built layout and design elements that do not include content.

CLICK TO OPEN

CREATING AN EMAIL TO USE FOR A MARKETING PATH FROM SCRATCH

Learn how to create an email to use for a marketing path from scratch; allowing for the flexibility to place any cell type available within a blank email along with free-form content.

CLICK TO OPEN

BUILDING A MARKETING PATH

Learn how to connected a series of emails together by rules to create a marketing path that’s data driven or behavior based.

CLICK TO OPEN

 

 

EVENTS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING AN EVENT

Creating an event in DocuMatix automates the collection and reporting process of registration information.

CLICK TO OPEN

ADDING AN EVENT SESSION

Setting up an event follows a concept similar to that of a college course, where classes for the course can be offered on multiple days and at multiple times or places. So, an event always needs to have at least one session created for it.

CLICK TO OPEN

PUBLISHING AN EVENT

Publishing an event will begin the collection process of the registration information and allow for reporting.

CLICK TO OPEN

 

 

DOCUMENT RACK

NAME

DESCRIPTION

WRITTEN PROCEDURES

ADDING DOCUMENTS TO DOCUMENT RACK

Learn how to add PDF content to the centralized storage hub called Document Rack.

CLICK TO OPEN

 

 

WEB FORMS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING A WEB FORM

Learn how to create a form containing a series of questions for analysis or use in various campaigns.

CLICK TO OPEN

PUBLISHING A WEB FORM

Publishing a web form will begin the collection process of the data to allow for analysis and use in campaigns.

CLICK TO OPEN

 

 

SURVEYS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING A SURVEY

Learn how to create a questionnaire to collect data for analysis or use in various campaigns.

CLICK TO OPEN

PUBLISHING A SURVEY

Publishing a survey will begin the collection process of the data to allow for analysis and use in campaigns.

CLICK TO OPEN

 

 

WEB POLLS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING A WEB POLL FROM A TEMPLATE

Learn how to create a web poll with pre-built layout and design elements that include content. All templates can be changed and updated.

CLICK TO OPEN

CREATING A WEB POLL FROM SCRATCH

Learn how to create a web poll from scratch.

CLICK TO OPEN

PUBLISHING A WEB POLL

Publishing a web poll will begin the collection process of the data collected allow for analysis and use in campaigns.

CLICK TO OPEN

 

 

PURLS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING A PURL

Learn how to create a personalized URL (PURL) Landing Page to enhance direct mail or email marketing effotts.

CLICK TO OPEN

PUBLISHING A PURL

Instructions on publishing a PURL.

CLICK TO OPEN

 

 

 

DOCUMATIX ON DEMAND

NAME

DESCRIPTION

WRITTEN PROCEDURES

DOD CONFIGURATION TOOL

The configuration tool automates the DocuMatix On Demand process.

CLICK TO OPEN

 

 

TRIGGERED EMAILS AND OPERATIONAL TEXTS

NAME

DESCRIPTION

WRITTEN PROCEDURES

HOW TO CREATE A TRIGGERED EMAIL

Instructions on creating an event based, triggered email.

CLICK TO OPEN

HOW TO CREATE A TRIGGERED OPERATIONAL TEXT

Instructions on creating an event based, triggered operational text.

CLICK TO OPEN

 

 

MARKETING AUTOMATION

NAME

DESCRIPTION

WRITTEN PROCEDURES

HOW TO CREATE A MARKETING AUTOMATION

Learn how to create a series of triggered emails that automatically launch in a particular sequence.

CLICK TO OPEN

 

 

WEBTRAX

NAME

DESCRIPTION

WRITTEN PROCEDURES

SETTING UP AND AUTOMATING WEBTRAX

Tracking website activity is easy with WebTrax. Learn how to set up and automate the process.

CLICK TO OPEN

 

 

ACTIONS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING AN ACTIONS AUTOMATION

Learn how to create a series of triggered emails that automatically launch based on data points and/or behavioral actions.

CLICK TO OPEN

 

 

DOCUMATIX TEXT MESSAGING

NAME

DESCRIPTION

WRITTEN PROCEDURES

OPT-IN MARKETING TEXT MESSAGING

Learn how to create marketing text messages effectively.

CLICK TO OPEN

MANAGING TEXT MESSAGING OPT-OUT LIST

Managing the opt-out list for text messaging efforts can be accomplished in just a few clicks.

CLICK TO OPEN

TEXT MESSAGING REPORTING

Learn how to easily generate reporting for text messaging efforts.

CLICK TO OPEN

 

 

 

COMMLINK

NAME

DESCRIPTION

WRITTEN PROCEDURES

SEARCHING IN COMMLINK

Learn how to search for communications that have been deployed via direct or email marketing efforts.

CLICK TO OPEN

UNSUBSCRIBE

Understanding the unsubscribe feature within CommLink.

CLICK TO OPEN

EMAIL LAUNCH HISTORY

Learn how to view email campaign launch history.

CLICK TO OPEN

CHANGE PASSWORD

Instructions for changing user passwords.

CLICK TO OPEN