Reactivate systemwide deactivated contacts

Engage provides 3 methods to reactivate contacts if they were deactivated in error, and require reactivation:

• Bulk reactivate all contacts still deactivated in a group according to the bounce category

• Reactivation contact by contact

• Reactivation of a specific list of contacts

Bulk reactivation according to bounce category in a specific group

This is the easiest method - but this can reactivate too many contacts who may be legitimately bounced, especially if you only want to reactivate contacts at a specific ISP who encountered a deliverability issue that adversely reflected on Mapp.

This process is fully described in our online help here: https://mapp-digital.document360.io/v1/docs/reactivate-contacts-by-category

Reactivate contact by contact

You can reactivate a specific contact manually by reactivating their profile.

• Search for the contact that you want to reactivate

• Edit their Contact Profile

• From the Attributes tab, their profile will display as "Deactivated". Click on the Deactivated panel, which will pop up the edit panel.

• Toggle the "Activation" switch, click Apply then click "Save" at the top of the page.

Reactivation of a specific list of system-wide deactivated contacts

This process is slightly more complicated as you will need to determine a list of contacts to reactivate and then transfer this segmentation to a group, before fully exporting and re-importing the member's profile.

Create the segmentation

You will need to create a new segmentation that identifies contacts depending on:

• The affected sent messages, time frame, or affected domains,

• AND who have the attribute "System-wide Deactivated (S)" equals True.

Fast count this segmentation to determine if the segmentation has identified approximately the number of system-wide deactivated contacts. If this is correct, publish the segmentation.

Transfer the segmentation to a new group

• From the Audience > Segmentation menu, select your new segmentation

• Click the "More" menu at the top right of the page and click "Transfer" to open the Transfer Segment popup.

• Select the "Create New Group" tab

• Enter a meaningful group name and email address, and ensure that the "Transfer Amount" drop-down is set to "Transfer All Contacts"

• Click the "Transfer" button.

Systemwide reactivate the new group

Export the member list with all attributes

You can check the new group you created from the segmentation transfer in Audience > Group. Wait for the new group to be created and populated with the results of the segmentation.

Once the group is populated, we will need to export the group members from this group, with their complete profile, and reimport them in a overwrite mode that will reset the system-wide deactivated flag.

• Go to Audience > Group

• Look up the group you created from the segmentation transfer

• Click on the 3 dot menu, and select "Members"

  • You will note that all the members in the group have a yellow warning triangle next to their current status, to inform you that they are all system-wide deactivated, even if they are active in the group.

• Click on the "Export" button at the bottom of the page.

• Select the following options:

  • List Type: All Members

  • Expand the "Standard Attributes" section, and click the "Select All" option at the far right, at the bottom of this section.

  • Expand the "Custom Attributes" section, and click the "Select All" option at the far right, at the bottom of this section.

  • Expand the "Advanced Options" section, and select an appropriate encoding: For Europe, UTF-8 is strongly recommended.

• Click the Export button at the bottom right of the page to run the export.

You will need to wait to receive the email confirmation of the export with the link to the file.

When you receive the confirmation email, click the link at the bottom to access the exported data. You will be required to log back into Engage at this point to access the data. Once logged in, click the "Export" button on the right side of the page to download the list in CSV format.

Re-import the member list to your group

Once you have downloaded the member list:

• Go back to Audience > Groups and select the group you just exported your member list from

• Open the group's options menu, and select "Members"

• Click the "Import" button at the top of the page

• In the "File" section, click the browse button to select the file you just downloaded from Engage containing the members of the group

• Ensure that the File Type is set to CSV

• The separator is set to comma ( , )

• Character Set is set to the same character you set for the export encoding. Generally, this should be UTF-8

• Set "Import Mode" to "Update Current Members"

• Tick the box "Overwrite Existing Profiles Completely" and leave "Overwrite Only Attributes from File" unticked.

• Click the "Import" button

• A popup warning will appear informing you "Existing user profile will be overwritten". As you are re-importing the full user profile, this is not a problem. Click "Ok".

Wait for the import to run. You will receive an email notification informing you when it is complete.

• Go back to Audience > Groups and select the group you just re-imported to

• Open the group's options menu, and select "Members"

• You will no longer see an orange warning triangle appearing next to their group status. Your contacts from this group are now reactivated system-wide.

Knowledge Base Reference ID: 202207270849