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11. Client Success Management (CSM) Support SLA Policy

    Created On: 02/19/2026 in Account and billing Client Success Management
    Purpose This Service Level Agreement (SLA) establishes clear expectations for response times and delivery timelines for ad hoc support requests submitted by clients to the Client Success Management (CSM) team. The goal of this policy is to pr...

12. Client Onboarding & Support Model

    Published On: 02/18/2026 in Support
    Implementation Every new client is assigned a dedicated Implementation Manager who owns your onboarding experience and partners with our sales team before you sign to set clear expectations. Your implementation includes: Initial data review...

13. 2026-01 January Product Updates

    Created On: 01/28/2026 in Releases & Webinars Webinars
    Below is our January 2026 Product Release Roundup webinar. We featured Multi-Column List Loads and Prospect Journeys   on this session. Enjoy! (Note: we've trimmed out the intro). Your browser does not support HTML5 video. Supporting m...

14. Marketing Content in Transactional Emails for Hospitality

    Created On: 01/15/2026 in Platform features Email Designer Best Practices & FAQ
    Overview Hospitality brands frequently ask whether marketing content can be included in transactional emails such as booking confirmations, itinerary updates, RFP acknowledgments, or folio receipts. In the United States, these messages fall und...

15. Creating an Audience

    Published On: 01/01/2026 in Platform features Audience Builder (Segmentation)
    Learn how to create an audience using fields from your CDP to create custom segments of individuals in your database based on their demographics, email history, purchase history, or other behavior.

16. 2025-12 December Product Updates

    Created On: 12/26/2025 in Releases & Webinars Webinars
    Here is the slide deck we covered on this webinar: Webinar_December 2025.pdf (PDF for download)  And here is the recording! We mostly featured Abandoned Cart  on this webinar. Enjoy! Your browser does not support HTML5 video. ...

17. How to Leverage Saved Rows in Email Designs

    Created On: 11/26/2025 in Platform features Email Designer Using the Editor
    Saved Rows allow you to quickly reuse design elements across multiple email campaigns, saving time and ensuring consistency. Step 1: Choose and Save a Row Select the specific row or rows you want to save from your current design or template. ...

18. 2025-10 Email Deliverability Webinar

    Created On: 11/20/2025 in Releases & Webinars Webinars
    Inbox Ready: Deliverability Strategies to Win the Holiday Season Missed our October 23rd webinar? View the slide deck below to learn how to master inbox placement and boost email performance during the busiest shopping weeks of the year. We cover...

19. How to Build Lodging Pre-Arrival and Post-Departure Audiences

    Created On: 11/19/2025 in Platform features Audience Builder (Segmentation)
    Best Practice Tip: Almost always add a NOT statement to exclude all cancelled reservations from the Lodging Audience General OTB Audiences: Bring in Date Field - most often Arrival date. Suppress anyone who canceled their rese...

20. Welcome Triggers for Email and SMS

    Created On: 11/19/2025 in Platform features SMS Marketing Best Practices & FAQ
    Once you've created your landing pages (see instructions here ) for customers to sign up for email, SMS, or both, follow these steps to trigger the welcome message for each channel. As always, if you have questions, we're here to help! ...

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