With contact engagement becoming more and more important, we wanted to revisit how to effectively clean non-engaged contacts from your account. Though the instructions may seem a bit daunting, this is a pretty straightforward process that can really help to keep your deliverability at it's best. Let's get started!

Step 1: Determine Non-Engaged contacts

Go into the App and navigate to Contacts > Manage > Clean. This page will display Bounced contacts and Non-Engaged contacts broken out into various ranges.

Step 2: Build your Non-Engaged contact list(s)

Non-Engaged contacts will need to be cleaned on the list level based on the sending frequency of that specific list.

*Note: If you have multiple lists within similar mailing frequencies, proceed to step 1a below. If you have multiple lists with varying mailing frequencies, proceed to step 1b below.

  1. On the Clean Contacts page:
    1. Select “All Lists” from the "Choose A List" dropdown, if you are only managing one list.
    2. Select a list from the "Choose A List" dropdown, if you are managing multiple lists and sending at various frequencies.
  2. Use the table below to choose the appropriate option from the "Non-Engaged Contact" section for your list(s).
    List Level Sending Frequency   Have not Opened or Clicked in X Messages
    Daily (5x per week or greater   250
    2-4 messages per week   100
    1 message per week   50
    2-4 messages per month   20
    1 message per month   10
  3. Select "Add these contacts to a new list" then click "Next Step".
  4. Input Internal & External List Names. It is recommended to use the following naming convention: NonEngaged_OriginalListName_MMDD.
  5. Review Clean Contacts Confirmation and click "Finish".

An alert will be sent to you once the request has been completed.

Step 3: Export Non-Engaged contacts

  1. Go to Contacts > Lists.
  2. Find the Non-Engaged contact list that was just created.
  3. Click on the list name.
  4. Click the Export button located in the upper-right section of the page.
  5. Leave all fields checked.
  6. Enter your email address to receive an Email Notification once the export has completed.
  7. Click "Generate".

Step 4: Import and unsubscribe Non-Engaged contacts

  1. Once you have received the email notification that the export has completed, either click on the link within the notification to download the export or go to Reporting > Report Downloads and click on the list name to download.
  2. Open the downloaded export and delete the first 3 rows.  The top row should contain the field names.
  3. Go to Contacts > Manage > Import.
  4. Review Import Terms and enter "Non-Engaged Export" as the origin of the contact list.
  5. Click "Next".
  6. Choose "Import from a CSV file or files".
  7. Browse and select the file you exported.
  8. Check off "First row of file(s) is header row".
  9. Click "Next".
  10. Select "Unsubscribe both new and existing contacts".
  11. Click "Next".
  12. Map field names.
  13. Click "Next".
  14. Enter your email address to receive a notification once the import has completed.
  15. Click "Next".
  16. Review Settings and click "Finish".

Step 5: Delete the imported list

As a final bit of cleanup, you may want to remove the temporary lists you created to keep your Manage Preferences webform looking sharp.

  1. Go to Contacts > Lists.
  2. Check the box next to the list you exported / imported.
  3. Click the delete button at the top of the page.
  4. Click the delete button in the pop-up to confirm that you want to delete the list.

Step 6: Repeat entire process for your next list (if applicable)

If you are managing multiple lists and sending at various frequencies then you will need to repeat Steps 2 – 6 for each list at their given sending frequency. As always, if you have questions about this process, please contact Bronto Support, we're glad to help.

Lucas Weber
Bronto Support Services