Uploading a Custom Email Campaigns List

What is a Custom List Upload? 

Otto Email Campaigns allows you to send emails to customers by uploading a list of recipients. This allows you to target Pet Parents who have visited your clinic and have an active pet but do not have an appointment scheduled. Use a custom list when you are announcing Otto to Pet Parents, starting Care Campaigns, or want to target specific groups of Pet Parents that Otto cannot filter on like pets that have received grooming services.

How to Upload a Custom List:

To upload a custom list, navigate to the Recipients section of Otto Email Campaigns:

💡Remember, in order to send an email from a custom list, the recipient must be active in your PIMS or in Flow and have at least one active pet.

Formatting your list
Here are a few things to keep in mind as you are creating your custom list:

• It must be in .CSV format. Most systems will allow you to either download the spreadsheet or save as the spreadsheet in the .CSV format.
• The spreadsheet must be 10,000 rows (aka records) or less. This does not count the headers
• Your headers (or column labels) must include Email Address, First Name, and Last Name
  • These are not case sensitive 

We have provided a template you can use for your upload and highly recommended downloading this and adding your records to it. To download the template, click “Formatting requirements” and then click “download our template."

Uploading your list
Once your list has been edited to the requirements above, you have two options to upload.

1. Simply drag your file from your computer into the “Click or drag and drop” section of the Upload Custom List section of Recipients.
2. Click and search for the file. 

After the upload processes, it will show you the number of valid and rejected recipients. If there are rejected recipients you will see the option to “Download List”. This will give you the same file back with a rejection reason for those that were rejected. Rejected reasons can be Invalid email address, the client email is not associated with any active client records, and Client does not have a valid pet.

At this point you can choose to edit your list and reload, fixing the rejected list or you can hit "Save."

After saving, the number of recipients will update and the file name of the upload will show in the summary. This will also show in the popup before you send your email. 

Toubleshooting Tips

If you encounter issues while uploading a custom list of emails to Otto Email Campaigns, please follow these general troubleshooting steps. This guide includes solutions for both Mac and Windows users across all major browsers (Chrome, Firefox, Safari, and Edge), and also addresses issues related to downloading files from Otto.

Uploading File Tips

1. Check File Format

• Ensure your custom list is in a supported format (.CSV)
• Check the file size and make sure it does not exceed limits (10k emails is the maximum for a single uploaded campaign).
• Ensure your custom list is formatted correctly:
  • Select the **Formatting requirements** to open a popup with additional instructions

• The popup will offer a downloadable template and break down how the list should be formatted for proper uploading. The list will fail to upload if your file does not match the required format.

2. Check Internet Connection:

• Verify that you have a stable and active internet connection.

3. Disable Browser Extensions:

• Extensions can sometimes interfere with uploads and downloads. Disable them temporarily to see if this resolves the issue.

Downloading a File From Otto

Google Chrome - Windows and Mac:

1. Clear Cache and Cookies:

• Go to the three-dot menu > Settings > Privacy and security > Clear browsing data.
• Select All time and clear Cookies and other site data and Cached images and files.

2. Update Chrome:

• Go to the three-dot menu > Help > About Google Chrome.
• Update if necessary.

3. Disable Extensions:

• Go to the three-dot menu > More tools > Extensions.
• Disable all extensions and try uploading again.

4. Try Incognito Mode:

• Go to the three-dot menu > New incognito window.
• Attempt the upload in this mode.

Mozilla Firefox - Windows and Mac:

1. Clear Cache and Cookies:

• Click the menu button > Settings > Privacy & Security.
• Scroll to Cookies and Site Data and click Clear Data.

2. Update Firefox

• Click the menu button > Help > About Firefox.
• Update if necessary.

3. Disable Extensions:

• Click the menu button > Add-ons and themes > Extensions.
• Disable all extensions and try uploading again.

4. Try Private Browsing:

• Click the menu button > New Private Window.
• Attempt the upload in this mode.

Safari - Mac:

1. Clear Cache and Cookies:

• Go to Safari > Preferences > Privacy > Manage Website Data.
• Click Remove All.

2. Update Safari:

• Go to System Preferences > Software Update.
• Update if necessary.

3. Disable Extensions:

• Go to Safari > Preferences > Extensions.
• Disable all extensions and try uploading again.

4. Try Private Browsing:

• Go to File > New Private Window.
• Attempt the upload in this mode.

Microsoft Edge - Windows:

1. Clear Cache and Cookies:

• Click the three-dot menu > Settings > Privacy, search, and services.
• Under Clear browsing data, click Choose what to clear.

2. Update Edge:

• Click the three-dot menu > Help and feedback > About Microsoft Edge.
• Update if necessary.

3. Disable Extensions:

• Click the three-dot menu > Extensions.
• Disable all extensions and try uploading again.

4. Try InPrivate Browsing:

• Click the three-dot menu > New InPrivate window.
• Attempt the upload in this mode.

By following these steps, you should be able to resolve most issues related to uploading a custom list of emails to your email campaign builder and downloading files from Otto. If the problem persists, please reach out to Otto Support at support@otto.vet for further assistance.