User guide

Sign-in and two-factor verification

Open Sign in with your approved account. Email verification and administrator approval may be required before access. A temporary-password account must choose a new password before continuing; the old temporary password stops working.

Complete the authenticator challenge when prompted. Never share your password or verification code. If the dashboard returns you to password change, stop retrying the old password and ask your administrator for help.

1. Sign in using your account email and password.
2. Enter the current code from your enrolled authenticator.
3. Choose your workspace from the workspace selector.

Your workspace

The workspace selector controls which audience, campaigns, reports and settings you see. Verify the workspace name before importing or editing. Global workspaces use USD.

Overview contains Dashboard, Analytics and Deliverability. Audience contains contacts, segments and forms. Messaging contains campaigns, journeys, templates and assets. Account contains Billing, Help & support and Settings. Your role determines access.

Fields, tags and imports

Contacts hold email, phone, custom fields, tags, list memberships and consent status. Use Custom fields to define data types before mapping an import. Tags categorize contacts; lists group subscription audiences.

Import only data you are authorized to use. An import is not evidence of consent and must never restore an opted-out contact. Preserve source information so later integrations can reconcile their own memberships.

1. Open Contacts and choose the import action.
2. Upload your CSV and map its columns to contact fields.
3. Check the preview, validation errors and duplicate matches.
4. Confirm only after reviewing the intended workspace and consent mapping.

Owners and consent

Assigned owners help teams route follow-up. Owner changes and bulk assignments are permission-controlled and audited. Restricted roles may see only their assigned contacts.

Review consent and suppression before sending. A suppressed or unsubscribed address is not eligible for marketing even if it belongs to a list. Public signup confirmation is single-use; submitting an existing address does not overwrite its profile or opt-out.

Duplicates and merge

Open Contacts → Duplicates to review potential matches. Match identity and source records before merging; two people sharing a field are not automatically the same person.

Inspect the surviving fields, owners, memberships and consent decision before confirming. Merge must preserve opt-outs and other integrations’ ownership. Bulk deletion requires reviewing the selection; large selections require the displayed typed-count confirmation.

Rule-based segments

Segments evaluate saved rules against current contact data. Combine field, tag, list and supported activity conditions; review whether conditions are joined with AND or OR.

An audience estimate is not a promise of final delivery. Sending rechecks consent, suppression, sender eligibility and workspace status. Website-event rules require verified tracking setup and explicit consent.

1. Open Segments and create a segment.
2. Choose conditions and their grouping.
3. Preview matching contacts and save the rules.

AI segment builder and lead score

Describe the audience in AI audience builder, then review the proposed rules before saving. Unsupported or ambiguous requests need a manual rule choice; AI suggestions do not grant consent.

Lead scores summarize supported engagement signals. They are advisory, not a guaranteed purchase prediction. Confirm underlying activity, especially machine-generated opens or clicks, before follow-up.

Editor, templates, assets and AI Copilot

Choose the correct channel and audience, then add a subject, verified sender and content. Reuse Templates and Assets; check personalization fallback values and every destination link.

AI Copilot drafts and advisory checks require human review. Inspect claims, personal data and tone before applying a suggestion. A preview does not deliver a message. Test sends are a separate protected action and require eligible configuration.

1. Create a draft in Campaigns.
2. Choose recipients and a verified sender.
3. Compose content and inspect the preview.
4. Review exclusions, links and required footer before approval.

Email, WhatsApp, SMS, RCS and push

Available on request / setup required. WhatsApp, SMS, RCS and push delivery require configured, enabled providers; availability also depends on plan and rollout.

Email needs a verified sending domain and enabled delivery. WhatsApp templates require provider approval. SMS segment counts depend on encoding and message length; inspect the estimate before scheduling.

RCS and push need their respective provider/device configuration. A visible editor or channel screen does not mean delivery is enabled. Never assume a fallback channel bypasses consent.

A/B, best-time sending and approvals

Eligible email campaigns support variants and winner selection. Set the test audience, evaluation metric and duration; inspect each variant independently. Best-time estimates use observed engagement and do not guarantee results.

When your workspace enables multi-step approval, request review and wait for the required reviewers. Editing after review can make approval stale. Final scheduling rechecks recipients and configuration; changed conditions may require a fresh review.

1. Review all variants and audience exclusions.
2. Choose timing and recipient time-zone behavior.
3. Request approval if required.
4. Schedule only after the final review shows the intended recipients.

Canvas, waits, branches and goals

Create a draft journey and choose an enrollment trigger. Add message steps, waits and condition branches on the canvas. Check every branch reaches an intended next step or exit.

Goals measure the supported event you choose. Define exit rules to stop unnecessary follow-up. External events and website events have different provenance and enablement requirements.

1. Add the enrollment trigger.
2. Connect steps, waits and branches.
3. Define goals and exits.
4. Review the graph and request approval before activation when policy requires it.

Activation and exits

A paused draft never becomes safe to activate merely because the canvas is complete. Inspect sender setup, consent, suppression, quiet hours and frequency caps.

Journey approval is optional by workspace policy; when enabled, the review status comes from the saved review, and edits make it stale. Suppressed contacts remain ineligible at each send.

Signup forms and confirmation

Choose a list, define the fields you need and inspect consent copy. Confirmed opt-in links expire and can be used only once. A submitted enquiry is not automatically marketing consent.

Do not collect sensitive information in custom fields unless your workspace has a documented lawful purpose and retention policy. Preview the form on a narrow screen before release.

Pages, A/B and custom domains

Available on request / setup required. Landing-page runtime, A/B delivery and custom-domain activation are available on request / setup required; the rollout is currently OFF.

Build page content and inspect the form and attribution settings. For A/B, make one deliberate difference and choose the measurement before interpreting results.

Custom domains require ownership verification and the specified DNS records. Editing a page is separate from public runtime activation.

Dashboards and bot-filtered clicks

Analytics presents recorded engagement. Opens can include privacy-proxy activity and clicks can include scanners. Use human-engagement views where available; do not equate raw opens with individual intent.

Revenue attribution depends on verified connected events. Missing events or unmapped transactions can leave gaps; no dashboard metric guarantees commercial results.

Report builder, Analytics AI and scheduled reports

Available on request / setup required. Scheduled delivery and warehouse destinations require setup and approval. Parquet exports are rollout-gated; Snowflake Parquet delivery is not available.

Use Report builder to select supported dimensions and metrics, apply filters and inspect the preview before export. Analytics AI helps explore questions; compare its answer with the underlying report.

Scheduled reports require an authorized destination and configuration. Exports obey your role and workspace scope; share files only with authorized recipients.

Unsubscribe and suppressions

Keep the workspace unsubscribe footer and eligible one-click unsubscribe headers intact. Footer links confirm the workspace-bound opt-out; mailbox one-click requests can redeem the same authorized opt-out without signing in.

Suppression blocks delivery independently of list membership. Never remove it merely to increase audience size. Ask an administrator to investigate a false positive through the audited workflow.

Spam-rate guardrail

Review bounce and complaint alerts before scheduling. Delivery guards can hold marketing when observed risk worsens or the sender is no longer eligible.

Do not retry a paused campaign repeatedly or swap providers to evade a hold. Improve consent, audience hygiene and sender authentication with your administrator. Gmail/Yahoo requirements and CAN-SPAM-friendly controls are safeguards, not a certification or inbox-placement promise.

HubSpot and Salesforce

Available on request / setup required. CRM provider credentials and mappings are required; per-user OAuth rollout is OFF.

An administrator configures the provider, permissions and mappings. Review the selected direction and fields before using synced contacts. Source-owned tags and lists are additive; another connection’s memberships must remain intact.

Opt-outs remain protected during sync. A disconnected account or mapping error is not fixed by creating a second connection. Check its status and ask the administrator to resolve it.

Ticketing, Canva, Zapier and Make

Available on request / setup required. External helpdesks, Canva and Zapier/Make require authorized setup. External ticket delivery is not enabled until configured.

Help & support can retain tickets inside OmniReach while the external helpdesk is disconnected. A contact-ticket action uses the configured mapping, not every contact field.

Canva supports authorized asset workflows; Zapier and Make use authorized integrations and events. Connecting a tool does not automatically sync contacts or send messages.

Common problems

Cannot sign in? Check your email verification, approval status and authenticator clock. Ask your administrator about lockout or MFA recovery; never disable protections as a workaround.

Audience smaller than expected? Compare segment rules, suppression, consent and role restrictions. Campaign held? Inspect approval freshness, sender verification and deliverability alerts.

Missing feature or invoice? Your role, plan, rollout or provider configuration may limit availability. Empty invoice history is not a payment failure. Use Help & support with the page name and error text, but never include passwords, codes or API secrets.

Key terms

Workspace: an isolated team account. Contact: a person’s audience record. Consent: recorded permission for a specific use. Suppression: a delivery block independent of list membership.

Segment: contacts matching saved rules. Journey: a connected sequence of triggered steps. Sender identity: an approved From address. Approval: a review bound to the saved configuration. Webhook: an authenticated event notification. MFA: multi-factor authentication.