Changing the status of a Contact
To change the status of a single contact, find the silhouette button on the right side of their record. You will have multiple options including "Deactivate", "Unsubscribe" and "Delete All Data". We'll cover all that below.
On AskNicely's Contacts page, we have the multiple ways to ensure that contacts will not be sent emails by AskNicely.
To change the status of a small number of contacts, check the box next to their records and then click the "Deactivate" button at the top of the page.
You can also create a CSV spreadsheet of the contacts that you wish to deactivate - all you need in this CSV is an email column of everyone you wish to deactivate (if you have more columns than just email, that's ok too). Import the file as you normally would, ensuring that the email field maps to the AskNicely email field. On the last page, use the dropdown list to select "Deactivate Everyone in this CSV."
Viewing your Active and Inactive Contacts
To switch between seeing Active, Inactive, or BOTH Active and Inactive contacts on your Contacts page, a dropdown list lets you switch between these lists.
If contacts are on the Active list: They will be surveyed if...
They are available to be surveyed by the Daily Scheduler
They are sent a one-off, manually triggered email from the Contacts page
A Survey Blast is sent, assuming they are eligible based on contact rules
If contacts are on the Inactive list: They will not be sent surveys. That said, there are several ways a person can become Inactive:
Deactivated: They were either manually deactivated or deactivated as part of your Integration, which happens if they are no longer on the list of users you're importing.
Unsubscribed: They clicked the Unsubscribe button within the AskNicely email, manually unsubscribed by someone in your account, or submitted a privacy request or a user on your account submitted a privacy request by either the "delete all data" button or the Privacy button... both covered later.
You may see other notifications in the Emailed column that also fall under the designation of Inactive. They include:
hard_bounce: The email address is incorrect or doesn't exist and you may need to check/update your records.
soft_bounce: The email is correct but the mailbox is full, their server is down, or too large for the recipients inbox.
Reject: The email server rejected the delivery for various, unspecified reasons.
Spam: Survey delivery was rejected because the server identified the email as spam.
Special Note for Web Surveys: When using InApp/Web Survey, contacts who are "Deactivated" can still be shown a survey, so if you really don't wanting them to receive a survey, you'll have to unsubscribe them.