Name: Managing Contact Data in SAP Engagement Cloud, Emarsys Edition
Uploaded: 2026-3-18
Duration: 627 s
Description: Discover how to manage contact data in SAP Engagement Cloud using APIs, Web Extend, and import/export features. Learn about handling duplicates, bounce management, reply management, and setting frequency caps for effective email campaigns.

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<div><div><div><div><div><div>Discover how to manage contact data in SAP Engagement Cloud using APIs, Web Extend, and import/export features. Learn about handling duplicates, bounce management, reply management, and setting frequency caps for effective email campaigns.</div></div></div></div></div></div>

Managing Contact Data in SAP Engagement Cloud, Emarsys Edition

Hi there! In this session, we'll be looking at how to manage your most important resource, your contact data. Data can get to a platform in a number of ways, API, WebExtend, integrations to e-commerce platforms like SAP Commerce Cloud, Adobe Commerce or Shopify, relational data connections, forms, or file imports. You use the data to create segments and personalized messages to target contacts. You can access the data directly on the platform, or via API or plugins, and even export it. Let's start by looking at how we add contact data to the platform. The API is one of the easiest ways to synchronize data automatically between the platform and your other systems, allowing you to easily create and update contacts. JavaScript API, also called WebExtend, is the data collection module. It captures the activity and behavior information of the website visitors. With this information, you can enrich your contact database with web behavior fields and generate personalized product recommendations. The relational data service enables you to use your business-specific data on the platform by connecting your external databases. Now, we'll cover data import, data export, and data management. Let's look at how you can use the Data Import feature to add new contacts or update your existing ones, either with a manual import or automatically. On the Data Import page, you see three tabs – Current Imports, History, and Auto Imports. On the History tab, you see all previous imports and their details. Let's start an import. Here, you'll see two options, Create Auto-Import and Import File Manually. Here is our use case. I have just had a new type of event in my flagship store. A bunch of new clients signed up to receive my newsletter, so I want to make sure they're in my database. Before you start an import, make sure all fields and values for single or multi -choice fields are available. Otherwise, create them on the Field Editor page. I click Import File Manually and drag and drop the contact file from my event into the highlighted area. In the Import settings, I choose my unique identifier to avoid contact duplication in the database. In my case, this is email. The opt-in declarations help you decide whether or not these contacts should be opted in. I included a column with individual opt-in values, so I choose In File. I select the registration language for these users, and to avoid errors, I make sure the date format is consistent with my file. Next, I match the column headers in my file with the corresponding field names in my contact database, and I'm ready to move on to the next step. On the next page, I need to match the values in my file with those used in the platform, and on the last step, I name my import and click Start Import. Now, let's see how an auto import differs from a manual import. I click Import File and choose Create Auto Import. I name the auto import and choose how the imported list will be named. I choose where the platform will look for the file and the naming convention to look for and go to the next step. Field and value matching are the same as for the manual import. On the auto import summary page, double check your settings and value and field matching and save. Now your import will appear on the Auto Imports tab. Here you can edit, view, and delete existing auto imports, enable and disable them, and set up a new auto import. Before we explain how to export data, we want to mention Open Data. This plugin enables you to query and export all the email, web, browser, behavior, and channel response data that you have stored in your account. Open Data is a Google Cloud Platform plugin, so you'll need to sign in to the Google Cloud Platform data views to access it. For data export, you have manual and automated options. On the Data Export page, you can export three kinds of data. A contact list defined by you Data changes within a defined time period Contact responses to email campaigns launched within a defined time period Let's start with contact lists. My manager has asked me to provide the list of users who clicked our marketing email on mobile devices. For that, I have created a segment which I'd like to export now. My export includes my segment, New Mobile Email, Mobile Responses. I will export the file to my webdav. After some further settings, my last step is to define what fields I want to export. Then I click Export Now. For our next use case, we are interested in exporting changes of existing contacts and new registrants daily. Therefore, I navigate to the Data Changes tab and click on Export Scheduler. Existing rules are shown here, along with their next scheduled export and the destination. You can also edit, delete, activate, or deactivate existing rules. To set up my auto -export, I click New Rule. Here you have the same controls as for a manual export. I chose the options and set the export schedule. After saving, the new rule appears in the list. The last export type is Contact Response. The additional email options you can define here are the type of email responses, as well as additional data fields to export. Now, let's talk about data management. On the Contact Lists Overview page, you can view, rename, refresh, or delete your existing contact lists. Important! Delete only removes the list. It doesn't delete the contacts in it. Now, let's look at adding contacts manually to your account. You see six tabs. General fields are the most common ones. In Personal, you can add information like address. Under Company, you can have corporate data. In Other, you have fields connected to products like Predict or Mobile Engage, as well as any custom fields you have created. Data and Activity Summary Communications, Change History, and Contact Data Expert are clickable for existing contacts to show an overview of a specific contact. List email campaigns the contact has received, lets you search for changes, and export all data stored or the personal data change history of that contact. If you want to delete the contacts, you do this on the Delete Contacts page. And if you want to check for duplicate contacts, you can manage them on the Duplication Handling page. Let's check some other important contact-related features. Bounce Management Under Bounce Contacts, you see contacts who have bounced, the type of bounce, and more details. And on Bounce Settings, you can decide after how many soft bounces you stop sending to an address making it invalid. You can also define whether to automatically reactivate invalid contacts or not, and after how many weeks, as well as how many times a contact can be automatically reactivated. Reply Management On the Actions tab, you create reply mailboxes and decide how replies are handled. Under Inbox, all your incoming replies are listed by category. You can set up automatic replies to respond to your contact's emails automatically by building an automation program with the Channel Engagement node. Let's say your contact receives your email campaign where you turned on the Reply Mail Management function. They reply, for example, with an email request to change their profile. In this case, the program automatically sends a pre-created email. For this, create and activate a triggered email that will be sent automatically to your contact. Then, select the event source for your program trigger. In the Channel Engagement Entry node, select the Replied to an Email trigger event. Add a Decision node to your program, select the Trigger Attributes template, choose the Reply Category attribute, and define the criteria, which is, in our example, the Change Profile category. To avoid misusing the service, make sure you add a reasonable timeout at least one hour before sending automatic replies by using a participation check node. Add the Send Email node to your program, select your auto-reply triggered email, and activate your program. And from now on, your program will automatically reply to your contact's email. The internal block list is used to exclude recipients that should not be contacted via email. email. You can block individual contacts or entire domains. Frequency cap is the maximum number of emails a contact can receive within a set time period. If this limit is reached, the contact will not receive any more emails. You can also set individual campaigns to ignore the frequency cap. Thanks for your attention!