There are two ways to treat your existing customers: either no campaign writes to them, or you write to them, but as customers, not as new companies. One rules out the other, so it is worth deciding in advance, customer by customer, which you need.
Protected customer: no campaign at all
No campaign writes to a Protected customerYour company's own customer, excluded from campaigns.Where to find itExcluded domains, the reason; APIGlossary, not even one you start specifically for existing customers. This is the right choice for customers your colleagues handle personally, or ones you do not want to write to from a campaign.
A campaign for existing customers
If you want to reach your past customers again, with a new product or a service they have not ordered for a long time, load them into a campaign (one row per company, with its DomainThe name in the company's web address, for example sampleltd.co.uk; the company email address is on it too ([email protected]).Where to find itWhen signing in, and on the senderGlossary and email address), and set the campaign's audience to Existing customers. That way the first letter's postscript says you have worked together before, not that you found them on their website. Every company gets its own letter, from your mailbox. The A campaign for existing customers guide shows it step by step.
Why another campaign does not reach out to them meanwhile
A company can be in only one campaign at a time. While your customer is in the campaign for existing customers, a campaign for new companies cannot take it on; the loading skips it. If you later want to protect a customer after all, add them as a Protected customerYour company's own customer, excluded from campaigns.Where to find itExcluded domains, the reason; APIGlossary: from then on no campaign writes to them.
Protected customers are skipped when loading
If a Protected customerYour company's own customer, excluded from campaigns.Where to find itExcluded domains, the reason; APIGlossary's DomainThe name in the company's web address, for example sampleltd.co.uk; the company email address is on it too ([email protected]).Where to find itWhen signing in, and on the senderGlossary also appears in the file for existing customers, the loading skips it, and ApexThe assistant we built ourselves, the one you talk to; this row takes you back to the conversation.Where to find itLeft sidebar, top rowGlossary tells you how many were left out and why. If you still want to write to them, first restore them on the Excluded domainsCompanies that receive no letters from any campaign, together with the reason.Where to find itCustomer acquisition › Excluded domainsGlossary page.
Keep customers and new companies in separate campaigns
If your file has both existing customers and new companies, start two campaigns, one for each: the two letters say different things.
Where to find it
Customer acquisition › Excluded domains (protected customer); Apex sets the campaign's audience when the campaign is created, or later
Ask ApexApex does it; you approve the launch
We'd like to write to our past customers about our new service package. Here they are, make a campaign for existing customers out of them.