Contact Lists FAQs & Troubleshooting

Tip

🔍 Tip: Looking for setup or workflow instructions instead? See:

🔗 Understanding Contact Lists

🔗 Create a Contact List

🔗 Update a Static List

🔗 Engage Contacts using Lists

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General FAQs

How do I access a Contact’s Swivel Summary from a Contact List?

1. Navigate to a main menu contact category tab (e.g. Clients)
2. Create a new contact list or select an existing list to view—the list will include a Swivel Summary button for any contacts with pending and/or open policies & accounts.
3. Click the Swivel Summary button for a given contact.

Closing the Swivel Summary, returns back to the previous list view.

Can I remove Contacts from a list?

Yes! To remove a contact from a list:

1. Open the desired list
2. Locate the contact
3. Click the Red User Icon

The contact is immediately removed from the list.

Note

📌 Note: Removed contacts may appear under the Excluded Contacts section on the engagement bar.

Why did my Dynamic List count change?

Dynamic Lists automatically refresh based on the filter criteria used to create the list. This means:

• new qualifying contacts may automatically appear
• contacts may disappear if they no longer match the criteria
• list counts can change over time

If you need a fixed audience that does not change, use a Static List instead.

Why didn’t a contact receive my email or text campaign?

There are several common reasons a contact may not receive a communication:

• The contact is marked as Do Not Contact
• The contact does not meet texting eligibility requirements
• You do not have visibility permissions for the contact
• The contact was excluded from the list
• The contact no longer matched a Dynamic List’s criteria at send time

Note

📌 Note: Campaign recipient counts may differ from visible list counts due to permissions and suppression rules.

How do I access a contact’s Swivel Summary from a list?

If a contact has pending or active policies/accounts, a Swivel Summary button appears within the list row.

To open the summary:

1. Open the desired Contact List
2. Locate the contact
3. Click the Swivel Summary button

Closing the Swivel Summary returns you to the previous list view.

Filtering for a Contact List

Can I filter for Do Not Contact Contacts?

Swivel does not have a way to filter if a contact has been marked as Do Not Contact because these contacts will automatically be suppressed from Swivel Emails and Texts. In the event that you wish to export a list of Do Not Contact, we recommend creating a Do Not Contact Tag on the contact so you can filter off the specific tag.

Why are contacts missing from my campaign audience?

Common causes include:

• Dynamic List criteria changed
• Contacts were manually excluded
• User visibility restrictions
• Do Not Contact suppression
• Invalid or missing communication details

Before launching campaigns, we recommend reviewing:

• the current list membership
• exclusions
• visibility permissions
• communication eligibility

User Visibility

What happens to contacts I don’t have visibility for?

If a teammate added contacts you don’t have permission to view, they stay members of the list but don’t show up in your rows.

Campaigns you launch against the list will skip them. When you create an email or text channel, Swivel stamps the channel with your user ID and filters recipients to contacts that are visible to both the list owner AND the channel creator. So if someone on the list is hidden from you, the channel you create won’t reach them. Only a teammate with broader visibility can.

Why do I see different counts between users?

List counts may vary between users because visibility permissions affect which contacts each user can view.

A contact may still belong to the list overall even if another user cannot see the row.

Export FAQs

Can I export a List?

Yes! To export a List:

1. Navigate to the desired List
2. Click the three-dot action menu next to the search bar and select Export.

Can I export my event attendee list?

Yes! To export a Registration List:

1. Navigate to the desired Event page.
2. From the Registered section, > click the three-dot action menu and select Export.

Can I export using Advanced Filters?

Absolutely! To export contacts using the Advanced Filters feature:

1. From the Contacts page find and click the Advanced Filters option on the bottom right of the search bar.
2. Complete the Filter Contacts form with the desired criteria (this should be the same attributes used to create the Contact List) and < click Filter.
3. Navigate to the 3-dot Action Menu on the top right.
4. Select Export to download a .csv of the contacts.

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