User guide

Signing in

• ManyPets staff can sign in with their @manypets.com email. The first time, choose Email me a sign-in link, click the link in the email, then pick a password. After that you can use your email and password.
• Forgotten your password? Use Email me a sign-in link on the sign-in page. Then change your password in Your settings.
• People outside ManyPets (agencies, partners) can only sign in once an admin has added them. If that's you, click Request access on the sign-in page and give your name, company and email. You'll get an email when you're approved. An admin may also give you a password.
• Sign-in links work once and expire after 30 minutes. Links in invitation emails last 7 days.

The dashboard

The Campaigns page lists every campaign you can see. It opens on In review.

• Search looks at campaign names, senders, tags and folder names, across every folder.
• Folders appear at the top. Click one to see its emails in send order.
• Each card shows the campaign's status, its tags, how many versions it has (e.g. v3) and how many requests are open, accepted or rejected. It also shows approval progress (e.g. ✓ 1/3), or Your approval needed.
• The page updates by itself when a new campaign, version or approval comes in.

Sending a test email in

In Customer.io, open your message, choose Send test and send it to one of these addresses:

Admins can also paste an email's HTML at + Add manually on the dashboard. If it still contains Customer.io Liquid (e.g. {% if pet.species == "CAT" %}), the variants are created for you.

Reviewing an email

A campaign page has three parts: a slim header at the top, the email in the middle with its controls floating around it, and Feedback on the right.

The header

• Line 1: ← back (to the folder, if it's in one), the campaign name and status, who's viewing now, the Approvals chip, the version menu (e.g. v2 of 3), the share icon, the ⚙ settings cog and the approve buttons.
• Line 2: the folder, the sender, when it arrived, the owner, the address for the next version (click it to copy), and the campaign's tags.
• More details at the end of line 2 shows the full sender, subject line, preview text and more.
• The version menu lets you look at earlier versions. A campaign always opens on its latest version.

The tool rail (left of the email)

Hover over any rail button to see what it does.

The "Previewing" bar (above the email)

• It only appears when an email has variants (e.g. Dog / Cat / Multipet) or Show as if options.
• Click a variant to switch to it.
• The Show as if chip (e.g. Televet: Set ▾) switches the parts of the email that depend on a customer detail. When it isn't on the usual option, it turns orange so you know you're seeing a different version. Reset puts it back. See Versions and variants.

Compare

• Press ⇆ on the rail. The bar above the email shows what you're comparing. Pick an older version, or another variant, from its menu.
• Changed words and images are highlighted red on the older one and green on this one. Click N changes ↓ to jump through them, or untick Highlight.
• Only text and images are compared, so a new colour or spacing won't be highlighted. Your variant and Show as if choices carry over, so you compare like with like.

Links in the email still work: clicking one opens it in a new tab.

Leaving feedback

• Right-click anywhere on the email to drop a pin there and start typing. You can also press 📍 Add pin in the comment box (or the P key) and then click the email.
• Choose Request a change for something that must be fixed, or Just a comment for a thought or question.
• Press Post, or ⌘/Ctrl + Enter.
• On an email with variants, the comment box shows which one you're commenting on (e.g. on Dog). Tick All variants if the feedback is about something every variant shares, like the footer. It then shows on every variant, tagged All variants.
• Feedback belongs to the version (and variant) it was left on. On the latest version, anything still open from earlier versions is shown too. Use Show to see every version.
• Click a numbered pin to jump to its comment, and the comment's number to jump back to the pin. Pins are slightly see-through so you can read the email behind them, and they're solid when you point at one.
• Pins belong to the view they were left on (Desktop or Mobile). Clicking a comment's number switches to the right view for you.
• When a change request is rejected, its pin is removed from the email. The comment stays in the sidebar under Resolved.
• Reply to any comment. You can also reply straight from the notification email: just hit reply in your inbox.
• Owners · Admins can Accept or Reject each change request, with an optional note. The person who asked is emailed either way. Requests can be reopened.
• You can delete your own comments. Admins can delete any comment.

Working together live

• Avatars at the top of a campaign show who else is looking at it. A green dot means they're active. Click someone's avatar to jump to the version and view they're on.
• When you're both on the same version, variant and view, you'll see their cursor on the email with their name. It also shows when they're pinning or typing…. A ripple shows where they clicked.
• When someone posts feedback, you'll see a message with a Refresh button.
• When a new version, variant or approval lands, the page updates by itself. If you're typing or have a box open, it asks first instead.
• Your cursor uses your colour and first name. External people show their full name. Change your colour in Your settings.

Approvals

A campaign is only marked Approved when its final approver approves the latest version. Approvals run in order:

• Owners · Admins Click the Approvals chip in the header, then + Add approvers (or Change approvers). Tick everyone who should sign off, and star one ManyPets person as ★ Final.
• Third-party sign-off: if a partner or insurer must approve too, tick Needs third-party sign-off in the campaign's ⚙ settings. Then tick at least one external person in the approvers box.
• Seeing who's approved: the Approvals chip in the header shows a dot per approver (✓ once they've approved) and a count, e.g. Approvals 1/3. Click it to see each step (Team, Third party, ★ Final) and everyone's status.
• To approve: press ✓ Approve at the top of the campaign. You can undo it.
• The final approver goes last. Their button stays greyed out, showing who they're waiting on, until everyone else has approved. They get a "Ready for final approval" email when it's their turn.
• The owner can never approve their own campaign.
• A new version means approving again. Old approvals show as Approved v2 until people approve the new one. If anyone withdraws their approval, the final approval is cleared too.
• Campaigns with no approvers can be approved directly by any admin who isn't the owner, using ✓ Approve campaign.
• Owners · Admins Reopen review puts an approved campaign back into review.

Drafts and publishing Owners · Super admins

Every brand-new campaign starts as a Draft. Only its owner and super admins can see it, so you can set it up before anyone is notified.

1. Open the draft. You'll get a "New draft to set up" email with a link.
2. Choose the approvers and final approver.
3. In ⚙ settings, add it to a folder, tag it, and tick Needs third-party sign-off if needed.
4. Use Share to add anyone else who should see it.
5. Press 🚀 Publish for approval. It moves to In review, and the approvers and everyone it's shared with are emailed.

New versions of a draft stay drafts. To hide a published campaign again, use Back to draft in ⚙ settings.

Campaign settings Owners · Admins

Click the ⚙ settings cog in the header (or ✏️ next to the name):

• Campaign name: how it's shown everywhere. The email's real subject isn't changed.
• Needs third-party sign-off: see Approvals.
• Folder and Tags: see Folders and tags.
• Owner Admins The person emailed about new feedback. Leave it blank to notify all admins.
• This version Admins Move a version filed under the wrong campaign, merge it into another campaign as a variant, or delete it.
• Archive hides a campaign from the main list. Delete permanently removes it and all its feedback. Admins

Sharing a campaign Owners · Admins

• Campaigns are private. Admins can see all published campaigns. Everyone else only sees campaigns they own, or that have been shared with them.
• Click the share icon in the header and add people by email. Several emails can be added at once, separated by commas. Each person is emailed a sign-in link straight to the campaign (unless it's still a draft).
• Only admins can add someone from outside ManyPets for the first time.
• Campaign link: every campaign has a link like mpemail.co.uk/c/12345678. By default it needs sign-in and access. Change to anyone lets anyone with the link view the email without signing in. Comments stay private, and Turn off makes the link private again.

Versions and variants

• Versions are re-sends of the same email after changes. Nothing is overwritten, and the version email lists the changes accepted since the last version.
• Variants are the different versions customers get, such as Cat / Dog / Multipet or iPhone / Android. Reviewers switch between them in the Previewing bar above the email. Feedback is tagged to the variant it was left on.
• Owners · Admins the sliders button on the tool rail (Variants & test data) lets you edit each variant's test data. You can also fill in Customer.io snippets, which otherwise show as [snippet: name].
• Show as if appears in the Previewing bar when parts of an email depend on other customer details. For example, televet_registration_date shows Speak to a vet when it's set and Activate your access when it's blank. Click the chip, then flip between Set and Blank (or the listed values). The chip turns orange while you're off the usual option, and Reset puts it back. Your choice stays on as you move between variants, and it's saved in the page link so you can share that exact view.
• customer.first_name shows your first name, unless the test data sets a different one. Common snippets fill themselves in: footer_copyright and footer_disclaimer_text_11px use the standard ManyPets footer.
• To add a real test send as a variant, send it to test+c-12345678-android@mpemail.co.uk. It joins the latest version if that variant isn't there yet. Otherwise it starts a new version.
• Customer.io's Design Studio code (<x-base>) can't be pasted. Paste the exported HTML instead.

Folders and tags

• Folders group a series, like a six-email welcome journey. Admins Click 📁 New folder on the dashboard. Inside the folder, use + Add emails, and drag the cards into send order. Deleting a folder never deletes its emails.
• Owners can move their campaign into a folder from ⚙ settings.
• Tags (Onboarding, Marketing, Transactional, Service, Treat Week, Engagement…) are set in a campaign's ⚙ settings. You can type new ones there too. Search by tag name on the dashboard, or click a tag on a campaign page to see every campaign with it.
• Admins 🏷 Manage tags lets you rename or delete tags, and pick a colour (or type a hex code) for each one.

People and roles

• Admins People → ManyPets team lists staff. People → External users lists people outside ManyPets, along with any access requests waiting (a red badge on People).
• Adding an external user needs their name and where they work. You can give them a password (use Generate), but it's never emailed, so send it to them yourself.
• Edit on an external user changes their name, company, role or password. A new password signs them out everywhere.
• + Manage next to anyone picks which campaigns they can see.
• External people show with their company in brackets on comments and approvals, e.g. Sam (Acme Agency).

Your settings

Click your name in the top right to:

• Upload a profile picture. It's cropped to a square.
• Change your display name, shown on your comments and cursor.
• Pick your colour, used for your avatar, cursor and name tag. Choose a swatch, or use Custom to pick any colour or type a hex code.
• Turn email notifications on or off.
• Set or change your password. Changing it signs you out on your other devices.

Email notifications

You're only ever emailed about campaigns you can see. Turn emails off in Your settings.

Questions and fixes