Answers to your frequently asked order entry questions
General Information
What’s the first step in placing an order?
Start by building a unique audience of real people. Once your audience is ready, click the “Start Campaign” button to proceed.
Can I use the same audience for multiple campaigns?
Yes, you can use the same audience across multiple orders. For example, if you separate different flights into individual orders, the same audience can be applied.
What should I do if my campaign start date has passed, but tasks are incomplete?
You’ll need to update the start date to reflect the new timeline. Ensure all tasks are completed before resubmitting for final approval.
Can I edit my campaign start and end date?
Yes. This can be done by updating the dates on both your flight and order.
Can I edit my campaign budget?
Yes. This can be done by updating the budget on both your flight and order.
Can I make edits to the KPIs?
To change the KPI of your order, you must cancel your order and create a new one.
Email Campaigns
Can I combine multiple email sends into one order?
No, multiple email sends need to be entered as separate orders. However, they can be paired with display, social, or other channels within the same campaign.
What are the best practices for email creative?
Use a single-column layout for mobile optimization.
- Keep dimensions between 600px–800px wide.
- Use basic fonts (Arial, Verdana, etc.) and limit your design to one font.
- Keep all key information, offers, and CTAs above the fold (250–300 pixels in height).
- Design as a half-page ad to avoid forcing users to scroll.
How will I know when an email has been sent? Is there a “List View” where I can view all my emails in one place?
The Email Live Status is reflective of the order going live on that day. Your Live Seed email is how you will verify when an email is sent.
For this reason, we highly recommend adding yourself to the Live Seed list. This is why it is a mandatory field.
Copying Orders
What is the best practice for copying orders?
Simply click the Copy button to the right of the page on the order you wish to copy.
This box will appear. Please leave the 2 boxes checked.
After the order is copied, you will need to do the following:
- Edit the flight: Add start date and time, upload the creative, choose your audience, and upload your seedlists.
- Submit the flight to kick off HTML validation.
- Then, continue with the normal order flow.
Creative Assets
How do I upload creative assets to Connect?
Submit creative assets as a zip file through the Connect platform.
Can I edit my creative?
To make revisions to your creative after uploading, you will need to create a new flight.
Are there any restrictions on creative coding?Yes, follow these guidelines:
- Use basic HTML tags; avoid complex or unnecessary coding like JavaScript or rich media.
- Use inline style sheets if CSS is necessary.
- Avoid comments in HTML code, as they can trigger spam filters.
- Keep the HTML simple and created in an HTML editor (avoid using MS Word or similar tools).
Multiple Flights and Campaign Launch
What if one flight in my order isn’t ready, but others are?
Move the incomplete flight to a separate order. For example, if you’re awaiting social creative but your email and display flights are ready, proceed with launching the email and display flights and move the social flight to a separate order.
Can I make changes after the final approval of a task?
No, once a task is marked as final approved, no further changes can be made.
What happens if my tasks aren’t submitted on time?
If tasks aren’t submitted before the campaign’s start date, the launch will be delayed. Adjust the start date to accommodate the new timeline and ensure all tasks are finalized.
How can I see what status all orders are in on the dashboard without having to click on each one?
Use the Detailed Orders tab in the Orders page. Click on the down arrow, and you will be able to view individual flight statuses.
Troubleshooting and Tips
How can I ensure tasks are completed correctly?
Review all tasks thoroughly, either at the flight level or in your task queue. Each task provides specific DOs and DON’Ts to guide you through the process.
What’s the best way to handle a campaign with multiple channels?
Make sure all creatives for each channel (email, display, social) are ready before launch. If some channels are delayed, separate them into a new order to avoid holding up the campaign.
Is there an easy way to view all errors in one list?
To view errors, you will need to view the order’s comments section. However, you should receive an email if an error occurs with your order.
If there is an error on an order, what is the process for fixing it?
For the most part, our platform team generally resolves all order errors.
Why am I not seeing my actions saved in the platform?
You must create a flight before submitting an order task. Otherwise, your flights will not kick off.
What is the typical turnaround time for deploying an email once the audience is created?
If the audience is already built, email deployment depends mostly on how quickly the creative is approved:
- Best-case scenario: If the order is submitted and approved early in the day, it could go live within 1 hour.
- Worst-case scenario: If the order is submitted late in the day or approval is delayed on the client side, deployment may not happen until the next business day.
For more information, view our Connect Self-Serve Guide.