Add a contact and enroll them in a campaign

Adding a contact and starting a campaign for them are two separate decisions, and Liftify keeps them that way on purpose: adding someone to your contact list never starts messaging them unless you say so.

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Add a single contact

1. Click Customers in the left sidebar — the section used to be called Contacts — then All Contacts, and click Add contact in the top right.
2. Fill in the Add contact window:
   • First Name — required.
   • Last Name — optional.
   • Email and Phone — optional individually, but you need at least one of them. Without either, you get “At least one contact method (email or phone number) is required.” Phone now formats itself as you type — the placeholder shows the shape it expects, for example +1 (555) 123-4567 — and it works with your browser’s autofill. It reads the country from the Location you pick, so choose the location first if the number is not a US one.
   • Location — required. Pick the location this customer belongs to.
3. Click Add contact.

You get a “Contact added.” confirmation and the contacts list refreshes with them in it.

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Start a campaign at the same time

Tick Enroll this contact in a campaign and a Campaign picker appears. The picker only offers campaigns that are active and assigned to the Location you chose, so pick the location first. Until you do it says “Select a location to choose a campaign.”, and if that location has nothing running it says “No active campaigns are available for this location.” Choose a campaign and click Add contact. The confirmation changes to “Contact added and enrolled in the campaign.” If you tick the box and leave the picker empty, Liftify stops you with “must be selected, or add the contact without enrolling”.

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The optional extras

• Set unsubscribe preferences — reveals Unsubscribe from ALL future communication, or individual categories: Feedback/Informational (“Review requests and informational content”), Marketing (“Promotional campaigns and offers”), and Transactional (“Updates on transactions and confirmations”). These only ever unsubscribe — ticking nothing changes nothing, and this window can never re-subscribe someone. To put somebody back on, open their contact record and use Manage Unsubscribe Preferences; see Handle an inbound message.
• Tags — tick any of your existing tags to apply them.
• Add custom field — if your account has custom contact fields, this button opens a searchable list (Search fields…); pick one to reveal its input.

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Adding someone who is already in Liftify

If the email you enter — or, failing that, the phone number — already belongs to a contact on your account, Liftify updates that contact instead of creating a duplicate. It fills in anything you supplied, adds the location, adds the tags, and enrols them if you asked for that. It never blanks out details you left empty, and never removes tags they already had.

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Enroll a contact from their own page

Open a contact and find the Campaigns section in the sidebar. It lists the campaigns they are in, or “Not in any campaigns yet.”

1. Click Enroll in Campaign.
2. Choose a Location — if the contact only belongs to one location, this step is skipped.
3. Choose a Campaign from the campaigns active at that location.
4. Click Enroll.

On success you get “Enrolled in [campaign name].” Liftify may refuse, and tells you why:

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What an enrolled contact actually receives

Enrolling somebody doesn’t guarantee they get every message in the campaign. Liftify works out which of the campaign’s messages that person can actually be sent, and skips the rest.

• A text only goes to a contact who has agreed to receive texts. A valid mobile number is not enough on its own. Without that agreement, the campaign’s text messages are skipped for that contact — the emails still go.
• An email only goes to a contact with a working email address.
• A skipped message doesn’t shorten the sequence. The wait it was carrying is added to the next message the contact does get, so a “day 0, day 3, day 7” sequence still reaches them on day 7 even if the day 3 text was skipped.

You no longer have to take that on trust. Open the contact and find the Campaign Entered entry on their timeline: it expands into what Liftify checked when it enrolled them, and it now lists every step it could not send. Each one reads like “Step 2 (SMS) skipped”, carries a Skipped pill, and says why in plain words — “Contact has not opted in to texts”, “Contact has no email address”, “Contact’s phone number is invalid”. An enrollment where nothing at all could go out reads No steps could be sent, with an All steps skipped pill. If a campaign holds nothing at all the contact can receive — every step is a text and they haven’t consented, say — the enrollment finishes straight away with nothing sent, rather than sitting open forever. That matters in practice: an enrollment that never finishes is one that keeps blocking you from enrolling that person again later. The same rule reaches messages that are already queued. A text waiting to go out to a contact without consent is cancelled rather than left in the queue, and if it was the campaign’s last remaining message the campaign is closed out with it. A campaign can also run out of messages because the last one failed to send. That now closes the enrollment out in the same way. Before, it stayed open with nothing left to do, and an enrollment left open keeps blocking that contact out of any campaign with Prevent Campaign Collision switched on. The phone network can also tell Liftify a customer is unreachable. If a text comes back refused because that customer had already opted out with their phone carrier — something Liftify has no way to see in advance — the contact is unsubscribed from texts there and then, and the rest of that campaign’s texts for them are cancelled rather than tried again. Their emails are unaffected.

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What the Status column tells you

Each contact carries a Status that Liftify works out for you — you never set it by hand. It is also one of the pills you can filter the contacts list by. A contact with no campaigns at all has no status. Converted is measured against the contact’s most recent campaign, the same way the review-click rule always has been. Enrol somebody again and they go back to Scheduled or Active — the new campaign has to earn its own conversion.

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Remove one contact from a campaign

In the same Campaigns sidebar section, each live enrollment has an Exit control. It confirms first: “Remove [name] from [campaign]? No further messages from this campaign will send.” Exiting stops the rest of that campaign’s messages for that person. Their history stays on the contact: each message that was still to come is marked Cancelled on their timeline, with a plain grey icon rather than the red one a delivery failure gets. Those messages used to stay on the timeline looking as though they were still going to send.

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Enroll or remove several contacts at once

On the All Contacts list, tick the checkbox on each row you want. A blue banner appears showing how many are selected, and a toolbar appears at the bottom with Tag, Unsubscribe, Enroll, Exit, Edit, and Delete. If you have every row on the page ticked and more contacts match your filters, the banner offers Select all [number] contacts that match current filters. Click it to act on the whole filtered set rather than just this page — the banner then reads All [number] contacts selected, with Clear selection next to it. Location Status is the pill that decides whether contacts belonging to a deactivated location are in the list: Active locations (the default), Inactive locations, or All locations. In the Location pill itself, a location that has been made inactive is listed with (inactive) after its name.

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Enroll

Click Enroll in the toolbar. The Enroll in Campaign window opens: “Enroll [number] selected contacts into one active campaign.”

1. Pick a Campaign. Only active campaigns are offered.
2. Choose a Delivery option:
   • Enroll immediately — everyone starts now.
   • Spread evenly over a date range — reveals Start date and End date, and spreads the enrollments across that range. Useful for a large list you do not want going out in one burst.
3. Click Enroll.

Liftify confirms with “Enrolling [number] contacts in [campaign]. Contacts already in a campaign or messaged recently may be skipped.” That last part is not boilerplate — bulk enrollment respects the same protections as automatic enrollment: your account’s exclusion windows, the campaign’s own exclusion window, and Prevent Campaign Collision if it is on. Contacts held back by those are skipped silently. Two limits worth knowing:

• One bulk enrollment can cover at most 10,000 contacts. Over that you get “That selection is [number] contacts — more than the 10,000 allowed in one enrollment. Narrow the filters and try again.”
• If you spread over a date range, the campaign’s own daily contact cap still applies. Liftify warns about this in the window: “The campaign’s daily contact cap still applies while spreading. If the cap is lower than your daily spread, delivery will take longer than the range you pick — raise the cap in the campaign’s sending settings for the batch to deliver as scheduled.”

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Exit

Click Exit in the toolbar. The Exit Campaign window opens: “Remove [number] selected contacts from the chosen campaign. Contacts not currently in it are skipped automatically.” Pick the Campaign and click Exit campaign. Unlike enrolling, every campaign is offered here — including paused and finished ones — so you can always get people out of something. You get “Removing [number] contacts from [campaign]. This may take a few minutes.”, or, if nobody in your selection was actually in it, “None of the selected contacts are active in [campaign].”

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Troubleshooting

No campaigns appear in the picker. The picker only shows campaigns that are active and assigned to that location. Check the campaign’s status and its Locations step. “Enrollment failed.” or “Enrollment could not be completed. Please try again.” Something went wrong saving the enrollment. Try again; if it repeats, contact support. “This contact is being enrolled. Please try again in a moment.” Two enrollments hit the same contact at once. Wait a few seconds and retry. The contact was added but not enrolled. If enrollment fails, the whole thing is rolled back and you are told “The contact wasn’t added: we couldn’t enroll them in the selected campaign” with the reason. If you saw plain “Contact added.”, the enroll checkbox was not ticked. A contact got the campaign’s emails but none of its texts. They are marked as not receiving texts, so those messages were skipped. Usual reasons: the system they came from said not to text them, they replied STOP, they have been unsubscribed, or they are an older contact from before new contacts started out able to receive texts. See What an enrolled contact actually receives. A contact shows as having finished a campaign without receiving anything. Nothing in that campaign could be sent to them — no email address, or texts they have not consented to. The campaign closes itself out rather than staying open, so you are free to enroll them in something they can receive. I don’t see the Add contact button. Your Liftify user does not have permission to create contacts. “Phone number should be unique within the same account” when I edit a contact. Another contact on your account already has that number. Liftify stores numbers in one standard shape, so two numbers that look different — (512) 555-0148 and +15125550148 — can still be the same number. Find the other contact and decide which record you want to keep. Editing a contact this way used to produce an error page rather than this message.