Sending Bulk Communications - Clients and Client Contacts

This article provides detailed information relating to sending Bulk Communications to Clients and Client Contacts.

The Client Search can be used to generate a list of email, mobile numbers or postal addresses for Clients and their Contacts, for the purpose of sending external bulk communications.

Audience: All


Prerequisites

The 'Edit Client Records Across ALL Services' Security privilege provides access to all Client Records across the organisation, and both the Clients' email and postal addresses in the CSV download files.


Summary

The following list summarises the content within this article. Click on the links below to take you to the relevant sections:


What do I need to know about sending bulk communications 

In order to generate a list of Clients a Client Search must first be performed. 

The List results returned are based on the privileges and subsequent access to Client information that the Staff Member generating the Search has been granted. If a list for all Clients across the organisation is required, the Staff Member will need the 'Edit Client Records Across ALL Services' or the 'Team Leader for ALL Services' privilege.

The Search results data can then be managed in a couple of different ways depending on the mail list size, and the method of communication ie. via email or postal mail.

For groups up to 100 Clients in number, the 'Email all Clients in this list' button located at the bottom of the search results Client List, may be selected. 

This will automatically open your email program (such as Microsoft Outlook, Gmail etc), create a new email and pre-populate all of the Clients' email addresses in the Bcc field. All communications will be sent outside of SupportAbility.

For email groups larger than 100 Clients in number, the search results will need to be downloaded into a CSV export and the data managed differently.

The 'Download Client List' export available from the 'Actions' menu, contains both the email and postal addresses of the Clients in the Client List. The email data can be imported into a bulk email program such as MailChimp, or the postal addresses can be linked to a label producing program such as Microsoft Word. 

Many Clients have a nominated person who acts as their primary contact for general communications or as their billing contact for financial communications. If an organisation is using this functionality and marking Client Contacts accordingly on the Contacts tab of a Client's record:

the 'Download Primary Contact Data' or 'Download Billing Contact Data' exports respectively provide the email and postal addresses for the person noted as managing these communications, be it the Client themself or their nominated Contact.

Similarly to the Client List, the email data from these exports can be imported into a bulk email program such as MailChimp, or the postal addresses can be linked to a label producing program such as Microsoft Word.

Email all Clients in this list

N.B. While the notification message in SupportAbility suggests emailing group sizes of no more than 20 to avoid being blocked as spam, group sizes up to 100 should be fine when using the 'Email all Clients in this list' functionality: 

Learning Material

There are two videos that we recommend watching in the Learning Centre. Although SupportAbility has evolved since these videos were created, they will provide guidance on how to search for Client records and how to export Client records, for those who prefer visual learning. 

We recommend watching the  Searching for Client Records and Exporting Client Records videos in the ‘Search, Exports and Reports’ section of the Client Management tab in the Learning Centre:

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Client Search

From the Dashboard, a Client Search may be performed to generate a list of Clients:

Selecting the search icon opens up the available search criteria where you can enter the relevant parameters for your search:

Once you have entered your search criteria requirements, select the Search icon:

Once the Client List has been generated, you can now choose one of the bulk email/mail options depending on your mail list size and method of communication. This can be completed either directly from the onscreen results, or by exporting the data to source email or postal addresses as required.

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Using the 'Email all clients in this list' functionality

For less than 100 results in the list

Select the “Email all clients in this list” button at the bottom of the page:

This will automatically open your email program (such as Microsoft Outlook, Gmail etc), create a new email and pre-populate all of the Clients' email addresses in the Bcc field. All communications will be sent outside of SupportAbility.

After selecting the ‘Email all clients in this list’ button, it will redirect you to your usual email program (e.g. Outlook, Gmail etc) with the Client email addresses prepopulated in the Bcc address section of the email:

For more than 100 results in the list

If your Search results return more than 100 Contacts, you will need to download a CSV file and import the data into a bulk email service such as MailChimp or another application. The relevant Client data exports include email address information which can be easily imported.

Information about the available exports is outlined in the following section. 

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Using the Client List Exports

The Client List export files are best utilised when emailing larger sized groups (i.e. over 100) or when postal addresses are required.

Once the Client Search results have been generated the relevant export that contains the target audience for the intended communication, can be selected from the 'Actions' dropdown menu:

The options available are as follows:

  • Download Client List - contains the contact details for Clients only

  • Download Client List including Client Contacts - contains the contact details for both Clients and all of their Client Contacts:

    N.B. The information in the 'Record Type' column identifies the person as either a 'Client' or 'Client Contact' with a Client's Contacts appearing in the rows directly below them. Therefore, it is important to be mindful when filtering or sorting the list that the data may become reordered making it difficult to identify which Contacts are associated with which Clients.

  • Download Primary Contact Data - contains the contact details for the person selected as the Client's 'Primary Contact' only, be it the Client themself or their Nominee, assuming an organisation is using this functionality:
  • Download Billing Contact Data - contains the contact details for the person selected as the Client's 'Billing Contact' only, be it the Client themself or their Nominee, assuming an organisation is using this functionality:

Once the required export file has been downloaded, the email data can be imported into a bulk email program such as MailChimp, or the postal addresses can be linked to a label producing program such as Microsoft Word. 

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