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?
- Can I send an email directly to someone's alternative email address?
- How do I communicate with Secondary account holders?
- How do I connect a template with a schedule?
- How do I create or edit a custom template merge field?
- How does Core iQ determine whether a customer is a Current or Past Relationship?
Basics
- What is Original Customer/Member Date?
- Where can I see the individual communications a customer has received?
- Can I Approve/Reject/Reassign in bulk?
- 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?
- 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 export a list of all my email/survey/phone call opt-outs?
- 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 is the best way to determine why a communication queued for someone based on custom data?
- Are those with a Death Date excluded from Core iQ communications?
- Can Core iQ exclude people outside the US from communications?
- Can I segment audiences or campaigns off of custom data fields?
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?
- Can I add a video to the body of my email?
- Can I change my email footer ‘Opt-Out’ text?
- Can I edit the HTML source of an email template in Core iQ?
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
- Does the Matching Customer/Member Identifier Report enforce exclusions?
- How do I allow my employees to turn reports into campaigns?
- How does Core iQ determine the priority of communication endpoints?
- How does the Date filter work on the Birthday Report?
- What are the Email Outcomes that Core iQ reports on?
- What are UTM links and how do I use them?
Technology/IT
- 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?
- How much space should be allocated on the C: Drive of Core iQ's server?
Surveys
- Can I reuse a survey template with the same audience?
- 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?
- How are survey invites tied to customer/member data?
- I can't see the follow-ups on Standard Bank survey questions. What are they?
- What are my options for question types in surveys?
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?