Managing contacts in Emma

Overview
Logging in to Emma
Adding a contact to Emma
Editing a contact
Understanding and correcting a contact's status
Adding a contact or removing a contact from a group
Exporting contacts
Archiving (removing) or restoring a contact
Viewing analytics for a contact

Overview

This guide explains how to edit and manage contacts in Emma.

Logging in to Emma

Go to https://home.e2ma.net and log in with the following credentials:
- Username: Your @usc.edu email address
- Password: The password you created during setup, which may not be the same as your USC NetID passphrase
You may be asked to enter a verification code, which Emma sends to your email.
Click the Audience tab.
Your contacts load and can be managed on this page.

Adding a contact to Emma

Refer to the following guide to add a contact to Emma:

Adding contacts and groups in Emma

Editing a contact

Edit an individual contact

Quick guide

On the contacts page, select the contact by clicking their email address. You can use the search bar to narrow down the list.
The individual contact record appears. Click Edit.
Make your edits, and click Save.

Detailed guide (with screenshots)

On the contacts page, select the contact by clicking their email address. You can use the search bar to narrow down the list.
Click Edit.
Make your edits, and click Save.

Edit multiple contacts

Select multiple contacts by clicking the checkbox next to their email address. Then, click Actions at the top and make a selection.

Understanding and correcting a contact's status

Contacts may have one of the following three statuses:

Active: The contact has agreed to receive your newsletters, and Emma is able to send to them without errors
Error: The contact has agreed to receive your newsletters, but Emma is unable to send to them
Opt-out: The contact has opted out of receiving your newsletters, and only they can sign up again

You can view the contacts under each status by selecting the Active, Error, or Opt-out tabs.

Active status

Contacts with this status have agreed to receive your newsletters. You may have added them yourself, or they may have signed up for your newsletter using your signup form. Emma does not receive an error when sending to them (although this doesn't mean they saw or opened the newsletter).

Error status

Contacts with this status have agreed to receive your newsletters but Emma is unable to send to them successfully. Any of the following errors can cause a contact's status to change from active to error:

Delivery was hard bounced: Newsletter was sent but not delivered because the email address was invalid or the domain was blocked.
Multiple deliveries in a row were soft bounced: Three newsletters in a row were sent but not delivered because the inbox was full, there was a server problem, or another temporary issue occurred.
Formatting is incorrect: Newsletter was sent but not delivered because the email address was invalid. For instance, this could occur if the email has a typo (ttrojan@uscedu or trojanusc.edu instead of ttrojan@usc.edu).

For more information, refer to the official Emma documentation:

How to view or change a contact's status

If you think the issue is due to a mistyped email address or other issue fixable on your end, you can correct the contact and then change their status back to active once the issue is fixed:

Quick guide

Click the contact's email address.
Click Edit.
Make any corrections needed to the contact. For instance, if the contact is in error due to a formatting issue, edit the Email field and then click Save.
In the Email status field at the top, click Error and select Active.
The contact's status is updated and the contact is now active.

Detailed guide (with screenshots)

Click the contact's email address.
Click Edit.
Make any corrections needed to the contact. For instance, if the contact is in error due to a formatting issue, edit the Email field and then click Save.
In the Email status field at the top, click Error and select Active.
The contact's status is updated and the contact is now active.

Opt-out status

Contacts with this status have opted out of receiving your newsletters. You cannot change their status back to active on your end. If a contact opted out by accident and now wants to receive your newsletter, they must sign up for your newsletter again.

For more information, refer to the official Emma documentation:

Ways an unsubscribed contact can opt in again

Adding a contact or removing a contact from a group

Add contact to group

Add a single contact

Quick guide

Select the contact by clicking their email address. You can use the search bar to narrow down the list.
Click Edit.
Under "Groups," select a group. Then, click Save.

Detailed guide (with screenshots)

Select the contact by clicking their email address. You can use the search bar to narrow down the list.
Click Edit.
Under "Groups," select a group. Then, click Save.

Add multiple contacts

Quick guide

Select multiple contacts by clicking the checkbox next to their email addresses.
Click Actions at the top, and select Add to group(s).
Select a group, and click Add.

Detailed guide (with screenshots)

Select multiple contacts by clicking the checkbox next to their email addresses.
Click Actions at the top, and select Add to group(s).
Select a group, and click Add.

Remove contact from group

Remove a single contact

Quick guide

Select the contact by clicking their email address. You can use the search bar to narrow down the list.
Click Edit.
Under "Groups," unselect the group you want to remove the contact from. Make sure that the contact is still present in at least one group, or they will not receive newsletters. Then, click Save.

Detailed guide (with screenshots)

Select the contact by clicking their email address. You can use the search bar to narrow down the list.
Click Edit.
Under "Groups," unselect the group you want to remove the contact from. Make sure that the contact is still present in at least one group, or they will not receive newsletters. Then, click Save.

Remove multiple contacts

Quick guide

In the left menu, select Groups.
Select the group you want to remove contacts from.
Select multiple contacts by clicking the checkbox next to their email address. You can use the search bar to narrow down the list.
Click Actions at the top, and select Remove from group.
Click Remove from group to confirm. Be aware that if a contact is removed from all groups, the contact will not receive newsletters.

Detailed guide (with screenshots)

In the left menu, select Groups.
Select the group you want to remove contacts from.
Select multiple contacts by clicking the checkbox next to their email address. You can use the search bar to narrow down the list.
Click Actions at the top, and select Remove from group.
Click Remove from group to confirm. Be aware that if a contact is removed from all groups, the contact will not receive newsletters.

Exporting contacts

Emma restricts most accounts from downloading files containing contact information. If you need to obtain a spreadsheet of your contacts, please email ts@dornsife.usc.edu.

Archiving (removing) or restoring a contact

If you want to remove a contact, you can archive them. An archived contact no longer shows up in your contacts in the Audience tab, but their information is still stored in Emma and can be retrieved in the future.

Archive a single contact

Click the Actions icon next to the contact, and select Archive.

To find the contact quickly, you can use the search bar. You can search by partial or complete email address, first name, or last name.

Archive multiple contacts at once

Select the checkbox for each contact you want to archive. Click Actions at the top and select Archive.

Restore an archived contact

Quick guide

Click the Settings icon in the upper right and select Archived Items.
Click the Contacts tab.
Click the Expand icon next to the contact, and select Restore.

Detailed guide (with screenshots)

Click the Settings icon in the upper right and select Archived Items.
Click the Contacts tab.
Click the Expand icon next to the contact, and select Restore.

Delete an archived contact

Only accounts with the Administrator role can delete a contact entirely. You can email ts@dornsife.usc.edu to request deletion of archived contacts. Deleted contacts cannot be restored and are permanently removed.

Viewing analytics for a contact

In addition to storing contact information such as a person's name and email address, Emma records data about the contact's engagement. For instance, you can find information about how many of your newsletters the contact received and opened:

Viewing analytics by contact