Got a question? Get your answer! Browse through the FAQs below. Additional information is available in the reference articles. If you don't find what you're looking for, please submit a support ticket.
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- General
- Data
- Service lines
- Market Planner Insights
- Audience Insights
- Campaign Workflow
- Marketing automation
- Reporting
- Unmastered Persons
- Working with HealthAdvisor
General
Data
- Where do email addresses in the list pulls come from?
- What is considered a data source?
- How are deceased individuals' records updated in Ignite Growth Platform so they are excluded from communications?
- Are there costs for adding a data source?
- What is the Consumer Market list?
- How often is my consumer data refreshed?
- How often is the Niches data refreshed?
- Why are the counts in my platform different than what I see in Census data - shouldn't they match anyway, or at least be close?
- What is the New Movers category in Audience Insights?
- How do I capture/attribute/track attendees of an event in a campaign?
- What data is required to create a Mastered Person record?
- Why do I sometimes see what appear to be duplicate persons in the platform?
- Is there a maximum number of records that can be in a single file I send via the SFTP to be loaded to my platform?
- Where does New Movers data come from?
- Do individual records get updated with USPS National Change of Address (NCOA) information?
- Do I need to include an Activity ID when submitting custom activity lists?
- Do I need to include an Activity ID when submitting Unmastered Person activities via a custom activities list?
- How do I update existing records loaded from custom activity lists without creating duplicates?
- If I load a solicitability file with records not yet in the platform, will those records be created and have their solicitability set?
Service lines
- How are Ignite Service Lines different from what my health system uses?
- What is the logic behind the WebMD Ignite Service Lines contextual definition?
- Why do you assess procedures before diagnosis codes in the logic?
- How are Primary Care visits categorized?
- Why am I seeing Primary Care Physicians as providers on my specialty encounters?
- What is the Ignite Bariatric Service Line capturing?
- Is there a crosswalk of Ignite Service Lines with my organization's service lines?
Market Planner Insights
- I understand the data in Market Planner Insights is different from Census data - but shouldn't they match anyway, or at least be close?
- My organization's custom service line data is sent and loaded to the platform every month - so why don’t I see them when using Market Planner Insights?
- In the Recency Frequency bar chart in Consumer Profiler > Patient History, why do I see results for Prospects since they either won't have any visits in the past 3 years or any visits ever?
Audience Insights
- What data is required to create a Mastered Person record?
- What is the consumer market list and what criteria is used for the records?
- Why doesn't the count in Audience Insights match my direct mail list or email list count?
- Is it possible to target households with minors?
- Do pediatric target audiences check whether the head of household is solicitable?
- I created a pediatrics list using ages 17 or younger, but the exported list shows the "children_present" field as "FALSE." Why?
- How do I target only prospects for acquisition purposes in Audience Insights?
- How do I exclude the recipients of a previous email/email audience?
- What risk model should I use?
- What percentiles (formerly Category Codes) should I apply when using risk models?
- What is the difference between "race" and "ethnicity" in Ignite Growth Platform?
- Which data source provides solicitability information?
- What is a "true new mover" and a "cross-town mover"?
- Why don’t the email list counts in Audience Insights always match the counts synced to marketing automation?
- What data do HRAs collect and how do we use it for targeting?
- How are the “Custom Service Line” options defined?
- How do I delete an audience or campaign workflow?
- How does time range work with date criteria?
- When I export an SMS list, some contacts have home AND mobile numbers and both are validated for SMS. Should I prioritize one over the other and why does that happen?
- How can I efficiently apply a long list of codes in Audience Insights?
- Why do I see a remainder in my target audience in Audience Insights?
- How is SMS consent managed in-platform?
- When is it appropriate to use more than 1 predictive model in a campaign?
- Will I be able to measure lift for each individual model if I apply more than 1 to an audience?
- Why is it best practice to apply just 1 predictive risk model to an audience?
Campaign Workflow
- Why don’t I see any encounters/results for my direct mail campaign?
- What data is included in a list export?
- Are there limits to syncing contacts from my platform to marketing automation?
- Is there a maximum size for images in Campaign Workflow?
- How do I set up tracking for the Digital Out of Home channel?
- How do we identify when tracking begins and ends for each channel?
Marketing automation
- Why do we typically only email patients?
- Where do the email addresses we get come from?
- How was a deceased individual included in my email campaign?
Eloqua
- How do I make sure the bounceback email in Eloqua is set correctly?
- In Eloqua, can I create reports and save them in folders in Business Intelligence?
- Do patients have to opt-in to receive our Eloqua marketing emails?
- I have forms in Drupal and don't want to change them all to Eloqua forms. What do I do?
- Where did my Eloqua campaign go?
- How do I ensure the safety of an Eloqua form and protect it from spam?
- How do we know if a person has opted out of Eloqua email marketing?
- What do I do if I suspect Eloqua has an outage?
- Eloqua shows an error when trying to download a report. What do I do?
- How do I re-subscribe an email address in Eloqua after it was accidentally unsubscribed?
Salesforce Marketing Cloud
- How does Ignite generate the “integration_key” value for a record? Does the integration_key stay with that person's data for different imports?
- What is the difference between the “create_datetime” and “update_datetime” attributes?
- How is the "membership" attribute generated? Why might it change to "false"?
- Is it possible to control which attributes are pushed to Salesforce Marketing Cloud data extensions?
- How is Salesforce Marketing Cloud ingesting the data from Ignite?
Reporting
- What is the new patient definition in Ignite Growth Platform?
- What if my organization's new patient definition doesn't match Ignite Growth Platform?
- Is it possible to get downstream reporting for digital campaigns?
- How can I get reporting based on my service lines instead of the Ignite Service Lines?
- Why are Utilization Rate and Attributed Patients calculated using different methodologies?
- For SEM, are we able to calculate reach?
- Can I customize the reporting dashboard?
- Why are the default communication start and end dates 1/1/1900 to 12/31/7999?
- In the Campaign Reporting dashboards, what do the "Last Updated By/At" dates indicate?
- I communicated to a particular Age, Gender, or Payor category; but why doesn't it show in the Reached tab?
- When I add/change dates in the Communication Start and End Date filters, why don't my Campaign Reporting metrics change?
- How can my campaign have ROI for Objective but not Overall?
- When I compare the number of encounters with the specific Px or Dx code I've used to define the objective of my campaign, my system doesn't match what's included in my campaign reporting - why does this happen?
- In the Data Extract report for downstream activity, where is the Source Person ID being pulled from?
- I have a large campaign and want to export the data - are there any export limitations I need to be aware of?
- How do ROI calculations work for leads that have a channel of Other/Unknown?
- What exactly does the Top Cities graph on the Reach tab represent?
- What metrics are impacted when I choose to include Unmastered records in reporting?
- Why don't the number of encounters with the specific Px or Dx codes in my system match reporting when I used the same Px/Dx code(s) to define my campaign objective?
- I have a large campaign and want to export the data - are there any export limitations I need to be aware of?
- What's the difference between "expected" and "actual" contribution margin?
Aggregate Reporting
- What is the maximum number of campaigns I can aggregate?
- Can I still access Campaign Performance Insights?
- Are patients counted more than once if they are in multiple campaigns?
- Why does the system use "Age at Time of Earliest Contact"?
- How do I update my report with the latest data?
- Can I use multiple financial metrics (like Total Charges and Expected Margin) in one report?
Unmastered Persons
- What is considered an Unmastered persons record?
- Where do Unmastered records come from?
- Is it possible to request additional demographic data to be added to the Unmastered record for future reference?
- Do Unmastered persons records merge with Mastered records?
- Can any of the Ignite models be applied to Unmastered records when creating an audience?
- What Audience Insights filters can be used to target and include Unmastered records in audiences?
- Why can't I see reporting on Unmastered records only?
