FAQs
Have a question about Core iQ? This section of our Knowledge Base holds all of the important questions that our customers are curious about. Learn about the different parts of the platform and find answers to those burning questions that you have regarding Core iQ. Don’t see the answer to your question? Use our form to submit a question and we will add it to the Knowledge Base.
General
- How do I find out the time that a campaign is scheduled to begin processing?
- What bulk pricing discounts does Onovative offer?
- What does Onovative check when reviewing a template?
- Can I send an email directly to someone's alternative email address?
- Does Onovative provide ongoing/additional training for team members?
- How do I communicate with Secondary account holders?
Basics
- Can I Approve/Reject/Reassign in bulk?
- What is Original Customer/Member Date?
- Where can I see the individual communications a customer has received?
- Do I have to be behind my financial institution’s firewall to use Core iQ?
- How do I 'activate' a template?
- How do I 'turn off' or disable a schedule touch point?
Admins
- Can I preview what my employees see in Core iQ?
- Can I turn off all charts for certain employees?
- What do I need to do in Core iQ if any Employee leaves?
- Where can I see if employees are completing their calls/emails in Core iQ?
- Can I assign an employee as Branch Manager at more than one branch?
- Can I queue communications in Core iQ to train employees?
Data
- How do I change my Service Groups and/or Services?
- How do I know what my custom fields are for Loans/Core Deposits/Customers/etc.?
- What if I want to add additional data feeds to Core iQ?
- What is the best way to determine why a communication queued for someone based on custom data?
- Why is my date field showing as 01/01/1900 or 12/31/9999 on a report?
- Are those with a Death Date excluded from Core iQ communications?
Communications
- Can I make edits to a template after a campaign has queued?
- How do I change an image or logo in a Core iQ email or postcard?
- How do I stop/cancel a campaign from sending after it's queued?
- How to Use the Audience Remarketing Feature
- What are the different communication statuses in Core iQ?
- Where can I find a list of the communications that Core iQ removed for a campaign or template?
- How do I edit links in a Core iQ email?
- How do I edit my default social media links for the email footer?
- How do I set the sending email address for an email template?
- How long after implementation can I start sending email campaigns?
- Can I add a video to the body of my email?
- Can I change my email footer ‘Opt-Out’ text?
Opportunity Management
- Can I automate communications to Opportunities?
- Do ‘Required Actions’ ever get removed from the Dashboard?
- How do I add Service Groups to my Opportunities module?
- How do I enable Opportunity Management for an employee?
- Is it possible to complete a 'Required Action'?
- What does it mean to ‘Claim Ownership’ of an Opportunity?
Reports
- How do I allow my employees to turn reports into campaigns?
- What are the Email Outcomes that Core iQ reports on?
- What does the Current Balance field on HELOCs represent in Core iQ?
- Does the Matching Customer/Member Identifier Report enforce exclusions?
- How does Core iQ determine the priority of communication endpoints?
- How does the Date filter work on the Birthday Report?
Technology/IT
- What should I do if one or more of my areas in the System Diagnostics screen is red?
- Can I manually restart my Core iQ import?
- Does Core iQ support the use of SSL certificates?
- How do I fix previews being broken in the Template Library or Outbound Communication Status screen?
- How do I know if my import is running?
- How long do you keep core-level and custom data?
Surveys
- Can I use the [Survey_Invitation_Url] merge field inside of a button?
- Does a user have to reach the end of a survey for responses to be reported?
- What are my options for question types in surveys?
- Can I reuse a survey template with the same audience?
- How are survey invites tied to customer/member data?
- I can't see the follow-ups on Standard Bank survey questions. What are they?
Print Mail
- Can I send out a letter with multiple pages using Core iQ?
- Can I upload a custom letterhead to a single letter template?
- How do I fix spacing between characters on print items?
- How do I update my letterhead in Core iQ?
- How soon do I see deliverability numbers for a print campaign?
- What are the limits on characters in AddressLine1 and AddressLine2?