FAQ
Below we have collected the most frequently asked questions, if your question is not answered here - please contact us!
Login and account
Is there a fee to create an account with MessageFlow?
Creating an account with MessageFlow is completely free. With a free account, users get the ability to send 100 SMS messages, 100 emails and upload up to 100 contacts to their account for 30 days.
How to create an account?
Go to https://app.messageflow.com/register/, enter your login, Email address and password and accept the regulations. You will receive a notification to your Email address that your account has been created.
What characters are allowed in login names? How many characters can be used?
Login must consist of a minimum of 5 characters (max. 20) and may not contain any characters other than lowercase letters and numbers. Login due to the login with its use must be unique.
What characters are allowed in Account names? How many characters?
Login must consist of a minimum of 5 characters (max. 20) and may not contain any characters other than lowercase letters and numbers. Login due to the login with its use must be unique.
Is it possible to change the primary Email address to the account and how?
Data editing for the main login can be done only from the level of this login, or by reporting to the MessageFlow Customer Support Team.
How do I log into my account?
Go to https://app.messageflow.com/ and complete your login and password. If you don't remember your password click on "Forgot your password?" Once on the page, enter the email address assigned to your account and its name.
How do I change my login information?
MessageFlow's account login is permanent and cannot be changed. On the other hand, you can update the email address associated with the account. To do this, simply log in and then go to the Account -> Users tab, where you can change your email address.
Can I change my password?
You have two options for changing your password:
Changing the password in the application
Go to the instruction of your choice and change your password :)
What opportunities does a free account offer?
Creating an account with MessageFlow is completely free. With a free account, users get the ability to send 100 SMS messages, 100 emails and upload up to 100 contacts to their account for 30 days.
How do I add my company data to the panel?
In the panel, under Account -> Billing, you can edit user data, such as email address and phone number.
Can I change my company details in the panel?
Yes, the company data can be changed under Account -> Settlements -> Company Data.
Can I change the tax number of my company?
Yes, but this should be reported to [email protected] or [email protected].
I need a duplicate invoice. Is this possible?
Yes, in order to receive a duplicate invoice, please contact our billing department at [email protected].
Can I change my package to a higher or lower package?
Yes, it will be necessary to contact sales [email protected] to change the package.
Can I cancel the package?
Yes, it will be necessary to contact sales [email protected] to cancel the package.
Can I create multiple accounts for users with separate logins and passwords? I want to give access to the platform to my team.
In the MessageFlow panel, it is possible to grant access for additional users and assign them the appropriate permissions. A detailed step-by-step description of this process can be found in the MessageFlow knowledge base.
How do I delete my account?
If you have a free account, you can report its deletion to [email protected]. On the other hand, for an account with a paid package, it is necessary to contact the sales department at [email protected].
Permissions, user and key management
Is there a role that can grant access to the tool without having it itself? E.g. in a situation where the business side is supposed to see the data, but the security admin doesn't need to.
Yes, there can be a user whose role is only to manage users and give them permissions.
Is it possible to shut down users via API?
Currently, user management is only available from the panel, we recognize the option to implement AD, which should solve this problem.
Is it possible to invalidate API keys issued to an account? If so, who can do it? How can keys be described to distinguish keys intended for different systems?
Each user can have the right to create and delete keys. This is one of the permissions. It is possible to give a name to the key.
Is it possible to restrict traffic after SrcIP?
Yes, the MessageFlow panel allows you to add a restriction by IP, in addition, it is possible to enable the 2FA option.
Contact import and senders authorization
How to upload contacts?
It's very simple! Check out this chapter in our knowledge base.
When uploading contacts, I get a notification that there is a double file extension, and I have a txt file. Why is this happening?
Remove the dots from the file name. The panel considers everything behind the "." character as an extension. So name.test.txt will be treated as the extension of the file test.txt.
What is senders authorization?
Senders authorization is a functionality that allows you to carry out authorization of domains with which you can carry out shipments. Authorization ensures that your account is protected from unauthorized shipments by third parties.
How to authorize senders?
Senders can be authorized in the panel, under Email -> Common Settings -> Senders Authorization.
How do I authorize a sending domain and add sending addresses?
It's very simple! Check out this chapter in our knowledge base.
Can I enable authorization for one domain and then for the others?
Yes, you can authorize a domain one at a time. Authorization does not work collectively. For each domain separately must be carried out.
Can I export contacts from the app?
To export contacts, go to Contacts -> Group List, and then select Export.
Where can I find contacts who have unsubscribed from my database?
All contacts that have unsubscribed from the database can be found under Contacts -> Archive.
Shipments and deliverability
How to check if a campaign has been delivered?
To check whether a campaign has been sent, go to the tab with the list of SMS or email campaigns. Then, from the list of campaigns, select the one you want to check and click on the Report button. The report provides detailed information about the status of the campaign, such as the number of messages sent, deliverability, as well as any errors that may have occurred during the mailing.
Can I set up re-sending of undelivered messages?
You should first go to the Campaign Report and open the Tools tab. In this tab you will find various options that will help you re-send, for example, create a group from the contacts who did not open the message, which will allow you to target the re-campaign to those people. Alternatively, you can choose to export undelivered contacts to retrieve a list of addresses to which the messages did not reach and verify the reason for their rejection (e.g., a non-existent email address).
How often should the audience base be updated?
As often as possible 😄 It is best to remove the hardbounce after each campaign sent.
Where in the panel can I find information about the status of shipments?
Statuses for specific e-mail addresses or SMS numbers are available in billing. E-mail -> Sent.
Does MessageFlow have ready-made message templates?
The MessageFlow dashboard offers a wide range of ready-made email templates that you can easily customize to suit your needs and campaigns. Personalizing the templates is very easy with the built-in drag-and-drop editor.
Can I personalize messages on each channel?
In the MessageFlow dashboard, you can personalize messages sent on different communication channels, such as SMS, email and push. Personalization can be done based on the contact information provided to the panel, such as name, birthday, city, discount code.
Analitycs
What information about the campaign is available in the MessageFlow dashboard?
In the MessageFlow panel, users have access to detailed information about the performance of their campaigns, both in the e-mail and SMS channels.
For email campaigns, the panel provides the following data: CTR, OR, OK, Hardbounce, Softbounce, Spambounce.
In the case of SMS campaigns, the following statistics are available : delivered, undelivered, clicks on the link, if one appeared in the campaign content.
How to check if a campaign has been delivered?
In the MessageFlow dashboard, users have access to detailed information about the results of their campaigns, both in the e-mail and SMS channels, including whether the campaign was delivered.
Log in to your panel, select the appropriate campaign and click on Report to check shipment details.
How long is the information stored after the campaign is sent?
The retention period of campaign data depends on the package purchased on the account. For users using the basic package, the data retention period is 3 months.
Can I check if a contact got the message and opened it?
For emails, a detailed report of openings is available for 10 days after the campaign is sent. The email delivery status can be checked by the user for a period of 40 days after sending an email, or 12 months after sending an SMS campaign.
Can I export groups that have responded to my message in a specific way? How long after sending a campaign can I do this?
Yes, from the Email campaign report, you can export contacts who clicked and opened the message or not.
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