General Questions

Can we access Classic Studio and the new Studio at the same time? 

Yes! Classic Studio and your new Studio are linked to the same data - so you use the same credentials to sign in, and all your content, campaigns, topics (channels), groups (audiences), and configurations are shared by the two at all times. If you make changes in one, you will see them in the other.

Note: All communities in Classic Studio are currently available through the new Studio URL, if you have the necessary role.

Who can access the new Studio? How do we sign into the new Studio?

Who can access the new Studio is answered in this KB article. And how to access the new Studio can be found in this article.

How long will Classic continue to be available after the new Studio fully launches?

We will continue to support all customers on both versions for the time being. We do not have any immediate plans to stop supporting Classic Studio within the next year.

Is any work necessary to set up topics to replace channels?

Nope! See "Can we access Classic Studio and the new Studio at the same time" above for why.

When and what will change in the member experience (mobile app, web experience, Microapps, etc.) to reflect the new Studio?

• “Channels” will be renamed “Topics” 
• For You tab appears in mobile and web.
• Polls published from the new Studio will appear in users’ feeds - this does not require an upgrade to the mobile app or web experience.

What is new about the new Studio? What makes it different from Classic Studio?

• The new Studio includes a completely reimagined publisher experience, and an optimized smoother email creation experience with our Orchestration Engine for intelligent, individualized notification plans!
• Updated audiences (groups) editor - most advanced audiences should be able to be created in the UI without entering the Advanced view. We have also introduced the ability to archive audiences.
• Other major areas are accessible in both Classic Studio and the new Studio (Analyze/Insights, calendar view, etc.) - the main exception is a few Configure pages.
• Language Guide - customers with this premium feature will have the option to set up a series of language rules, with suggested replacement text and explanations on why the change is recommended. 
  
  

Content/Campaign Questions

How do I migrate my content over to the new Studio? 

No need! See "Can we access Classic Studio and the new Studio" above for why.

How do I create “a post”? “An email”?

Your publishing experience is now all-in-one - when you create a single campaign, it is published to all of your channels such as mobile app (post), email, etc.

Can I delete or edit campaigns created in the new Studio in Classic Studio?

When clicking on a campaign created in the new Studio in Planner in Classic Studio, a link will appear that will redirect you to edit or delete the campaign in the new Studio.

What Studio roles have access to the full blocks library?

All roles can access the library. 

We have a custom template we use every day. Will it automatically transition over to be available in the new Studio?

The Firstup team can assist with migrating any custom templates you have from Classic to the new Studio. Please contact Support for assistance. 

What is the difference between Standard versus Video (or Link) when selecting the cover type in Compose?

If you select Standard, the user has to click/tap into the content and then launch the video or link from inside. Selecting Standard essentially makes the post an Article.

If you select Video/Link, the user can play the video or go directly to the link right from the feed. 

If you want users to be able to view the full description or be able to have a few paragraphs of text, you would choose Standard. Selecting Standard also allows you to display specific styling that you want to show in the post, which a Video/Image gallery card does not support. 

Is there something similar to the Note content type in the new Studio?

Yes. We recommend using a text block for any text-only content that you were previously using Notes for. 

Can we import specific branding guidelines (fonts, colors) that will be reflected across multiple templates?

You can specify Styles in New Studio. Currently, custom fonts/brand fonts are not supported. However, this is on our near-term roadmap for content published in the new Studio.

Are there any templates for pushing out a single post, like the current Smart Campaigns? We get great engagement with individual pieces of content via email/mobile, separate from our weekly newsletter recaps.

Yes, templates range from a single post to newsletters. Any template can be sent to any channel (Email, Web, or Mobile). 

Is there space in building templates to insert alt text for images so that these comms are accessible to all?

Yes, you can add alt text to images so they are accessible. When inserting an image, you'll have an alt text field visible to fill out. 

Which roles can access polls? How do polls work for Email-Only customers or no web experience?

All Studio roles can add polls to their campaigns. Users must sign in to the web experience or mobile app to answer a poll. Email-Only clients do not have access to poll blocks at this time. 

Note, if a poll is set to shareable the shared content can be seen but not answered. The best practice would be to just not set polls to shareable.

Will the poll results be in the Content Performance Report or somewhere else?

Poll results will be available in the Poll Performance Report. For any campaign that includes a poll, you can find a link to this report right from the campaign list.

Will polls be added into the content auto-translate?

Yes, polls embedded into campaigns are translatable through the mobile app and web experience, just like the content itself.

How do you make a hyperlinked image in the new Studio? 

In Classic Studio, you could insert an image and hyperlink the image. In the new Studio, you cannot currently hyperlink an image directly. What you can do is insert a link block with your link, upload a custom image, and hide the description, title, and link fields from the style menu so only the image shows. Long-term, our Product team is looking into being able to hyperlink image blocks. 

How do you insert a horizontal line? What is the best way to add lines to break up text?

There is not currently a way to add a horizontal line in between text in the new Studio. There is no quick insert and there is no option to add <hr> in code view.

As an alternative, the best practice is to leverage full-width banner images or white space. A workaround is to insert an image block and upload an image file that is 1 pixel tall (you can create this in any image editor - just make canvas 1 pixel tall, 800 wide, fill with the desired color, and save as JPG or PNG).

I just published my campaign, where is it?

Published campaigns can be accessed via the Campaigns page under the Sent tab.

Which view do you see when you are creating a campaign? Web? Mobile? Other?

On the Configure page, you’ll see the campaign as it will be displayed on web. From the preview screen, you can see what it will look like on email or mobile!

I saved my campaign as a draft but I can't find it on the Calendar page. However, I can find it on the Campaigns page under the Draft tab. Why is that? 

If you have not selected a publish date and time before saving your campaign as a draft, you won't be able to find your campaign on the Calendar page. This is because Calendar only shows posts that have a publish date specified. The Campaigns page in the new Studio is status-based (all drafts, scheduled, etc.) To be able to view your draft on the Calendar page, you'll need to first visit the Orchestrate tab and select a future date or time. 

This works the same way in Planner in Classic Studio. If you do not adjust the publish date when creating a draft, that is an unscheduled draft that only appears in the list view.

How can I see the 30-day calendar view in Calendar?

Due to the historically low usage and limited visual space for daily event information in the 30-day view, we have consolidated to a 7-day view in Calendar. The 7-day view provides a more comprehensive event context, and users can easily navigate between weeks using the arrows in the upper right-hand corner of the calendar view to see a full 30-day outlook.

Is there a way to export the publishing calendar so it can be shared internally with business partners?

No, not at this time.

Why do I receive multiple emails from my community all at the same time? 

See How Does Orchestrate Work FAQ.

Why am I no longer receiving push notifications? 

Push notifications are dependent upon user behavior and campaign priority. Also, ensure you have push notifications enabled.

How can I force a push notification?

The only way to force delivery on a particular channel and at a particular time is by using override and only having one channel enabled (i.e. if you have Assistant AND Push enabled, the engine is still going to decide between the two which is better to reach your audience). In order to force a push notification, you will need to use override and ensure only the push notification channel is selected.

Do we have the ability to create custom templates and then assign them to specific users?

No. Right now, you can target a template to all users with a specific role. For example, you could create an Executive Updates template that only Content Publishers can see and use. However, with our upcoming advanced permissions feature you will have the flexibility to target templates to individuals. Look out for more information about advanced permissions coming soon. 

How do I embed an iframe, like for live streaming or audio files?

You can embed an iFrame using the iFrame block.

If you target content to both a topic and an audience, does the audience need to have access to the topic to be able to view it?

You can send the content to a Topic and also alert an audience. The employees that were in the audience will receive the content even if not part of the Topic.

How do Topics and Audiences work together? How does For You work?

A topic is no longer required when creating and sending out a campaign. 

For You is a special section of the mobile app and web experience for a campaign when you are in the audience but NOT the topic. Content will only appear in either Latest/Featured/Trending or For You - it will not appear in both places. We have a whole article about Topics vs Audiences.

Web - For You is always available on the web through the stack icon. A section will only appear on the homepage if there is at least one piece of content to populate the section.

Mobile - For You is a new tab in the mobile experience - scroll to the far right when looking at Latest, Featured, or Trending.

Both - Once content appears in For You, it persists like regular content. The post will only disappear if you archive the campaign, remove the assigned audience, or add a topic (once you add a topic, the post will move to Latest/Featured/Trending/topic view).

How do I create a recurring campaign?

Recurring campaigns and drip campaigns are configurable under Workflows in the Configure section of the new Studio. 

What content has click-through functionality via e-mail?

Click-through functionality via e-mail is only available on link, video, or poll content blocks.

Can I schedule a campaign to be published at a later date and/or time using "override"?

Yes, "override" campaigns do not have to be published immediately. You can schedule a date and time in the future for the one-time engagement.

Can Orchestrate be restricted so that it's not available to specific roles?

Currently, all default roles have access to Orchestrate in some capacity. Community Admins and Brand Super Admins have full access. Content Publishers have full access, with the exception of being able to set campaigns as Critical. Like Content Publishers, Content Creators have majority access to Orchestrate, however, they are unable to set campaigns as Critical, as well as select notifications. Content Creators are also unable to publish. 

Will we be able to hide campaigns from other users as we can in Publish in Classic Studio?

Yes, hiding campaign drafts is available in the new Studio.

How do I add text overlay to an image block?

You can use the image block selected in the screenshot below:

Is it a known issue that when you paste a URL into the URL field in a link block in the new Studio (from a previously published article in Classic Studio from the member experience) that the metadata does not automatically populate?  

It is expected behavior right now - we don’t do this in Classic Studio either. The reason for this is that we don’t want to inadvertently expose content data to a user who does not have access to it.

Does the Optimize engine take into account user behavior at the priority level? For example, will it know I’m more likely to engage with Critical priority content on mobile versus email and then target Critical to mobile? Whereas, I engage more with Nice to Know content on email.

Priority drives the channel selection per user. If I'm pretty engaged on Assistant, then maybe for Nice to Know and Must Know campaigns I'll be reached there, but if I also have pretty good engagement on email, then maybe I'll receive an email for a Critical campaign. It really depends on the channels a user is most engaged on, and whether the priority and user plan requires a quieter or noisier channel for a particular communication.

Where are the Audit Feed and Notes sections in the new Studio?

The Audit Feed is now referred to as Campaign History and can be found when viewing or editing a campaign. Notes can be found here as well.

From looking at the Campaign Delivery Details report, how can I determine how many more emails might be sent for a campaign?

This report won't reflect how many more emails, pushes, or Assistant notifications might be delivered since that is subject to change based on the engine and the users' plans. # Users Opportunity to Read is just the number of emails, pushes, or Assistant notifications sent plus the number of impressions, so it wouldn't be accurate to use that in trying to figure out how many future deliveries there will be.

If a customer uploads a distribution list for the email-only platform and it contains a name and email that is not one of the users that were imported from the HRIS file transfer, will it allow them to upload that name?

There shouldn't be anything preventing the addition of users outside the user data file sync. Our system doesn’t know the difference between a name, a group, or a distribution list.

Are individual link clicks tracked in the new Studio?

Yes, these are tracked like in Classic Studio.

What is a good “low” fatigue score?

This one is difficult since it is dependent on the community, and on the specific communication. (Fatigue is looking at the noise of adding the newly created campaign to the audience's communication plan.) Generally speaking, the lower the better.

Is there a hard Delete in the new Studio vs. Archive?

Yes, both options are available for campaigns.

How much data/time does the orchestrate engine need before it makes the determinations for the Orchestration Engine?

The engine needs at least 5 days of solid, reliable engagement data per user to make personalized determinations. Users already in the system will have data already for the engine to work with. The engine is adapting to changes in user behavior over time, too.

Will the member experience change for end-users who are submitting user-generated content? Or will their posts still "look" like the old posts and then posts from the new Studio will "look" new? 

No, the member experience submissions process will not change. 

Is the calendar in the new Studio integrated to show all types of posts? 

Yes, Calendar has everything, including Classic Studio posts.

What is the difference between a 'Standard' and 'Link' link block?

The behavior when selecting ‘Link’ (which is selected by default if applicable) in the new Studio matches the behavior when publishing a link from Classic Studio or the member experience. You can go directly to the link by clicking the green link that appears on the card, but clicking elsewhere on the card opens the detail view where you can share, comment, etc. 

Which legacy reports are not currently available in New Studio?

Legacy reports will not be moving over to the new Studio. The reports in the Legacy collection will not be migrated. One exception is retention, which is being integrated into the executive summary. If there are questions on specific ones, please let us know!

When creating and saving a template to the Library, are the Orchestration settings saved with the template?

Yes, all Orchestration settings are saved with the template, with the exception of the scheduled publish date/time, as this is subject to change with each campaign.

Email-Only Customer Questions

How does Email-Only change the Orchestration Engine?

There is no change to how the Orchestration Engine works, only a restriction of which channels it evaluates as ways to reach the Member. So, instead of comparing email, push, and Assistant, the engine can only evaluate email as a reachable channel. This places more emphasis on the other variables - such as how many emails is the Member already receiving on a given day, what priority they are, etc. - but does not change how the engine works. To assure that members receive emails, we recommend the Hybrid or Override engine selection.

In Email-Only, what can be viewed without authentication? 

Users will not have to log in to view emailed content. However, playing videos will require a user to click through to access the full content.

Are all content blocks available for email-only? 

All content blocks, except poll blocks, are available for e-mail only.

How can Email-Only customers use topics in the new Studio? 

An email-only community can still use topics to organize content internally and for publishing without sending communications. For example, if you want to create a bunch of stories to then feature in a newsletter, you can publish those stories first without an audience to avoid sending an email about them.

How do you create a newsletter? Do you have to link to existing "posts" like in Classic Studio?

Use link blocks when creating a new campaign to create a newsletter. The new Studio experience allows you to create a newsletter by linking to existing content (just like Classic Studio), linking to external content (this is kind of new, as you don't need to create a separate link post to preview the link), and/or place content directly in the email (just like Classic Studio, but more flexible with composition now).

More details on Classic versus the new Studio area are available here. And an example of creating a newsletter in the new Studio can be found here.

How do the drips or other multi-step emails work?

Drips and other multi-step emails are configurable from the new Studio under Workflows in the Configure section. 

Metrics Questions

How do email metrics work in the new Studio?

There is no change to how we track or report email metrics. For example, we still track Email Open/View based on loading an image pixel. Metrics are based on the recipient, so if emails are forwarded, subsequent metrics will be associated with the original recipient. In the web, we track views, clicks, video plays, and document downloads.

What report should I use to look at metrics for my Campaign? 

In the new Studio, we recommend using the Campaign Performance Report. That is the report that is linked from the Campaign on the sent Campaigns page.

User/Audience Questions 

We have to upload users regularly because our attributes are not accurate from our HRIS. Can we still upload employee spreadsheets to create audiences?

Yes, importing users is available in the new Studio. Importing users is available from the Configure page.

Is there a way to hide criteria options in the new Audience builder that we don't use or need?

No, Standard criteria will be displayed globally and we cannot hide any at this time.

Can we delete old groups in addition to archiving them?

No, delete is not available. Currently, it is only possible to archive audiences that you no longer want to use. This maintains any historical data about the audience for future reporting. 

Do archived audiences get auto-populated?

Archived Audiences are removed from the Audience list to provide less noise for Audiences that are no longer needed.

If I have existing groups (audiences), will those flow over into this new site, allowing me to update/edit them?

Yes, you can update and archive existing groups in the new Studio that were created in Classic Studio.

Is user data private?

The Orchestration Engine uses individual user data in order to tailor and personalize its decisions to each user. This user data includes activity within the Firstup platform, like the topics a user engages with, the channels a user is reachable and engaging on when a user typically engages with content in a single day, and the number of communications that are currently published to the user. The engine uses individual user data scoped to the community, and the global default settings for planning are based on the observation of anonymized data in a community. We will never cross-reference personal info from another community. All of this data is limited to the Firstup platform. We do not collect external data on users. The differentiator with the engine is the collection of this data and forming a strategy around it. Much of a user's activity is already captured in reporting in our Insights (Analyze) reports. Clients should not have any concerns about the collection or use of this user data.

Are there any ramifications in the GDPR space with the new AI and information you may be gathering on each user's behavior?

No. The platform is not collecting any new information at this time so we are still in compliance with GDPR requirements. 

What does "Deactivate" do? And how is it different from "Forget user" or "Block user?"

"Deactivate" is the new Studio term for "Blocked". In Classic you could "Block and Demote", but in the new Studio it is called "Deactivate". "Deactivating" a user will terminate their access to the experience, as well as demote their Studio status to Member.

If we import a list to create a group, will it be dynamic? In other words, will we be able to update it?

Imported lists will create a Snapshot in both Classic and the new Studio. You can use that Snapshot to build an Audience just as you can in Classic Studio.

Love the temporary audience feature … Will the temporary audience be able to access that piece of content in the future? Or will the content "disappear" once the temporary audience goes away?

The temporary audience is associated with the campaign, so they do not lose access. Temporary can also be thought of “one-use” rather than temporary in a temporal sense. They do not appear on the Audiences page, only on the Campaign they were created for.

Are Favorites user-specific? Or can they be grouped for a particular role?

Favorites are individual and tied to your Studio account. When you sign in to Studio, you will only see your personal Favorites. 

Is there a way to export an audience? We do that a lot to have a leader double-check our distribution list.

Yes, you can export the list of users from any audience by editing the Audience, clicking Preview at the top of the page, and clicking the Export button above the list of users. This should download a CSV file directly into your computer browser.

Is there still a way to do the manual query build like in Classic Studio?

Yes! When inside the Audience query builder, Click More at the top of the page and select Advanced Query builder. This will open up the view to manually type in a query. 

How does user information get pulled into the "profile" attributes? For example, our department option is empty. We do have department information in our custom data.

This will be related to how the data was mapped during implementation (or any updates post-implementation). If you are passing Department via a user data file, you should see it under Custom Attributes at the bottom of the list. You can talk to your CSM about mapping it to the Profile section.

Could you give a brief overview of the audience "types"?

This article explains all the different types of audiences. 

Do we still use the same CSV file for importing lists?

Yes, it's the same CSV file format. The template is still available from the Import Users page if you ever wanted to download a new template. 

Can you import an excel list to create an audience, or only to create users?

If you leverage the import, it will create users if they don’t exist. It will not alter existing users. In all cases, a group/audience is created. In other words, yes, you can import users to create audiences.

If you schedule a comm - with a temporary audience - to publish at a later date, can you go back in and edit the temporary audience before publication?

No, temporary audiences cannot be edited. You'd need to remove the temporary audience from the campaign and build a new one before saving changes. 

The 'Status is not blocked' query is missing from the query builder in the new Studio. How do we remove blocked users from our audiences?

By default, blocked/deactivated users are not included in your audiences. I confirmed with Product that even though the filter isn't there on the query builder anymore, blocked/deactivated users have already been filtered out. If you ever did want to include blocked/deactivated users in an audience, click 'More' at the top of the page and select 'include deactivated users'. Note: in the new Studio, deactivated = blocked.

Can an export of an audience or users page include the full data set available (custom attributes)?

Having this data be in the user export has not been made available in the past due to security reasons. However, this request has come up before and I confirmed it is filed in an existing feature request ticket. The ticket has not been reviewed by our Product and Engineering team yet. Customer suggestions are reviewed periodically by our Product and Engineering team for potential inclusion in future releases. We do not provide proactive updates on submitted feature suggestions but feel free to email your Customer Success Manager at any time, quoting ticket FR-1696 to request an update on the status of this submission.

What is the data displayed on the right side of the Audience Query Builder? Can this be edited or customized?

Currently, when an audience is selected, the query builder displays attributes on the right side of the window. The Sidebar only displays Standard attributes, not custom attributes. This results in ‘No Value’ displayed for communities only using custom attributes. It is not currently possible to change this data on the right side of the Audience Query builder but I confirmed we have an open Feature Request ticket for this ask to customize that section. That ticket number is FR-1732.

 

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