@Ejegg you are right. And actually now that I'm digging deeper I see that this issue is actually just specific to Belgium because we do format our code to not include the decimal points for our amounts. So we can actually close this task as we currently have a fix in place and will just need to update it for the specific email that was sent to Belgium.

Sorry @Ejegg wanted to add one more thing. I'm adding our Trilogy rep Brian Sisolak's concern below. He was looking at this relational table (see image)

Any updates?

I believe it's this sp73399857, but just in case I'm including links from this send.

@Ejegg here are some links from an affected email.

Hi fr-tech. Just for context, we set up clicktracking like normal in the email, but we were expecting to see click data from the donation landing page. The other donation data from the landing page is showing except for the click data.

The %%isolang%% is standard code we use in our email donation links. That triggers the personalization that pulls in the specific contact's native language. I checked the email links and they are coded correctly. Not sure what would be causing the break in code.

This is a little confusing. We strictly work in UTC through our Email Service Platform and schedule all of our sends and view our results in the context of UTC. Not sure where the disconnect may be. I can ping Brian Sisolak, our Acoustic expert who may be able to help with this question.

Thanks and sounds good! I noticed if I waited a while on the page that it was no longer greyed out (so I deleted my comment).

Got it so just to make sure I do it right @Eileenmcnaughton once I've successfully downloaded that list of folks I can unhold them?

@Eileenmcnaughton I like that idea! Can I add "or" statements in that so I can do begins with 'a' or 'b' or 'c' to see if I can pull bigger chunks at a time?

@DStrine the only major blocker is we're trying to upload these contacts back into the Acoustic database this week via a contact list that we upload from the fileserver. But since the contact list is so large (over 500k), I've been unsuccessful in downloading them off of Civi. Any tips for how to get them reincorporated in our Civi database, but having a way to keep them as a separate list so we can organize and track them as their own group?

We realized that a lot of folks were lifted off of these blocks. For example, about 30k Comcast folks experienced a temporary block that has since been lifted, but since the block event occurred they were marked on hold and never emailed again.

Hi @DStrine these donors are reply-mail-blocks, which is different than a user-generated block. The reply-mail-block aren't user-generated and are either caused by the domain or by Acoustic itself. Reply-mail-blocks can be temporary (as well as lifted). I've been discussing how to handle these folks with our consultants at Trilogy for several months and they highly recommend that we attempt to email these folks again. Essentially, they recommend treating a reply-mail-block like a soft bounce where it is recommended to re-attempt emailing the recipient.

@Eileenmcnaughton are there perhaps parameters I can add to the search query to reduce the size of the file download size? Such as 1) donors only being English language, 2) only being from US, AU, NZ, GB, IE, CA?

@Eileenmcnaughton adding them back into our database as a contact list will ensure that we can track and handle them separately. The goal is to send the en6C folks from this group (about 450k donors) a re-engagement email before their Annual Appeals. Acoustic also filters all undeliverable addresses (addresses that have previously hard bounced) when a CSV file is uploaded as a contact list.

Sorry @Eileenmcnaughton one more question. I'm trying to download the 600k contacts from Civi, but I think the file size is too large that my computer isn't able to download it. Do you by chance have any suggestions on how to get these contacts from Civi into a CSV?

Ah got it, thanks Eileen! I'm planning to download these folks as a CSV from Civi today.

Thanks @KHaggard for the ping. I am looking at the query that was provided and something strange has happened. I used to see around 650k contacts in the query, but now I'm only seeing 37k??

Thanks Eileen for clarifying! And a heads up that Katie will be back in office next week.

Hi @Eileenmcnaughton confirming if you or someone on your team would be available during the maintenance week?

Hi @Eileenmcnaughton, Katie and I are planning to upload the "On Hold" contacts from the above search query during our Maintenance Week (May 16 - 20). Do we need to remove these contacts from being on hold in order to re-upload them to our Acoustic database? If so, would we be able to do that during the Maintenance Week?

Thanks @Eileenmcnaughton! Does this search exclude hard-bounced contacts? According to https://wikitech.wikimedia.org/wiki/Fundraising/Data_and_Integrated_Processes/Acoustic_Integration, the On Hold status was built from Hard Bounces and Blocks. Are Hard Bounced contacts that are marked on hold excluded from this search?

Also attaching a screenshot of the total number of contacts we had queried (from task T293587).

Thank you @Eileenmcnaughton and @KHaggard for this awesome work in reincorporating these contacts into our database, I guess I would ask before we close this, I know we were able to re-import our Comcast contacts, but there are still large chunks of contacts from other domains, primarily:

• aol.com
• gmail.com
• hotmail.com
• yahoo.com
• verizon.net
• earthlink.net

Hi @Eileenmcnaughton, thanks for sharing the updated search filter and apologies for the late response (I just returned from my vacation this week). It sounds like the idea of importing the list of opted out contacts back into a CiviCRM group would allow us to upload that back into Acoustic without having to move these contacts into a CSV? Because our alternative idea was to upload a CSV of these contacts into Acoustic while opting them back in.

Hi @Eileenmcnaughton would we be able to get a CSV file of these contacts you queried for the countries: US, Canada, United Kingdom, Ireland, Australia, and New Zealand?

Hi Katie, thanks for sharing this info and the other phab task. I read through the task and the doc that you provided. This ~500k contacts that are marked as Opted In in Civi, but not in Acoustic is cited in both of our tasks, and I wonder if this is referring to roughly the same group of contacts?

I just checked the Acoustic Master Suppression List and he is on there, however his "Status" shows that he's Opted In. Is there a way to test if this is the case for most of the contacts that were pulled in the query?

Ok, if we wanted to, are we able to upload these pulled contacts into our Acoustic database from Civi? Because on the Acoustic side, I have seen that several of these contacts are not part of the Master Suppression List.

Eileen, thank you so much for pulling all of this information. I am going to circle back with our team to reach a decision on our next steps.

Hi @Eileenmcnaughton and team. Apologies for the multiple pings. I also wanted to flag that Amy Parker shared another donor (Donor 48314668) who she noticed was not receiving our email communications, though it appears they are "not opted out" in Civi. Flagging in case this helps in our querying of the Civi donors.

Hi @Eileenmcnaughton just wanted to check in on the status of the query of contacts being built and if there's anything I can do to help.

It looks like the %% are breaking the links and automatically sending donors to the English-language donatewiki page. @krobinson how many tickets with this type of feedback were received?

Thanks Katie!