If permanently reducing your total contract seat count, notify your Account Manager at least 60 days before renewal.
This email address is unique to each client org and is used to log emails to the CRM automatically. Contact support and we’ll provide yours.
Important: Salesforce merges are permanent and cannot be undone. Verify record data thoroughly before merging. Contact support for guidance on complex consolidations.
Note: All VDR/Portal admin users need to generate and connect their API Key to the CRM.
Need Help or HUB Admin Access?
If you don’t know who your HUB Admin is, don’t have one assigned, or need HUB Admin permissions granted, contact support and our team will get you set up. New admins added this way should also generate their own API key (see the API key FAQ above).
Yes, instructions can be found under the ‘Users’ tab and by clicking on the ‘Import Users’ button.
Make sure “Mark as Investor Legal Name Category” is checked when reviewing the Entity category setup. This is the most common cause of LPs not being able to filter to their own documents (including K-1 category visibility issues).
This is usually a file-size, format, or sync-timing issue. Try re-uploading; if the error persists after upload, send us the workspace name, the document you are attempting to upload, including the document name and we’ll investigate.
Add or Remove Categories on Documents:
Removing vs. Deleting:
Yes: You can add CC and BCC recipients during the Customize Email step in Mailings.
Multiple Addresses: Separate multiple email addresses using commas.
Behavior: CC’d contacts receive a copy of the email and are visible to the LP on the email header (meaning “Reply All” will include them).
Delivery Report Metrics: View overall performance stats for your mailing, including successful emails, pending emails, failed emails, open rates, unique clicks, bounces, spam reports, and opt-outs.
Failures Tab: Check specific delivery statuses and detailed error messages (such as Hard Bounce) for individual recipients. Contact support if we need to investigate a hard bounced recipient.
Click Rate Variations: Recipient IT security scanners may automatically crawl email links upon delivery, which can occasionally inflate unique click rates.
Replies: Direct email replies from recipients are not stored inside the platform.
Requesting Changes: Contact support with the specific “From” email address to add/remove, or the user who needs mailing tool access.
Support Managed: Sender addresses and mailing tool permissions are configured directly by the Altvia team and cannot be changed in your self-service settings.
Choose a starter template when creating a new one, then customize it. If cloning a template or an existing newsletter template throws an error, send us the template name so we can investigate.
Scheduling Mailings: Yes. When finalizing your mailing, click Schedule Send and specify a send date and time (up to 7 days in advance).
Legacy ACME Note: Scheduled sending is no longer supported in legacy ACME. To access scheduling functionality, you must migrate to current Correspond – Mailings.
Most delivery failures come from an invalid recipient address, a temporary IP block, or DMARC/SPF authentication on the recipient’s domain. Send us the mailing name and a few affected addresses to investigate.
There is no direct export option available on the Mailing Lists tab.
Workaround: To export a list, follow the step-by-step guide: How to Export Mailing Lists from a Mailing as an Excel File
No. You can toggle deliveries to send direct emails only, VDR/Portal deliveries only, or both.
Check API Key Connection: Ensure your VDR/Portal API key is properly connected to the CRM. If it was disconnected or regenerated, reconnect it following the standard API key setup steps.
Verify Correspond Access: If the API key is connected or you are new to Correspond, your user account may need Correspond permissions extended.
Contact Support: If the error persists, email support@altvia.com with a full screenshot of the error screen along with the affected user’s full name and email address so our team can resolve it.
You can BCC contacts on a batch — this is set in the “Name & Recipients” section at the bottom of the mailing. Direct CC is not supported for investor correspondence.
Master Investor Contacts (MICs): Account-level default contacts. Setting up MICs allows you to quickly populate investor contacts and preferences whenever a new Investor commitment is created for that Account. View our article on How to Manage Master Investor Contacts (MICs).
Investor Contacts: Commitment-level recipients assigned to a specific Investor record who actually receive the correspondence for that investment.
Refer to the Investor Contacts and Master Investor Contacts sections in the Investor Correspondence User Guide for additional details.
Requirement: Anyone who needs to receive batch emails or documents must be designated as an Investor Contact under the associated Investor record for that Entity—even if they are a third party (such as legal counsel, tax advisors, or assistants).
How to Add: Navigate to the relevant Investor record, add the person as an Investor Contact, and set their communication preferences so they are properly included in future batches.
Setting Delivery Method: Delivery options are managed on the Investor Contact record under their Investor Correspondence Preferences.
Delivery Options: You can configure preferences by document type to deliver via Email, VDR/Portal, or Both.
Review our full guide on What Are the Delivery Options for Investor Correspondence?
Check the Investor Contact’s email address for typos or an outdated domain — this is the most common cause. If the address is correct, the issue may be an ISP block or DMARC/SPF configuration on the recipient’s side; send us the batch name and affected contact, and we’ll trace the failure.
Document Splitting: Yes, large PDFs can be split during the batch process. For step-by-step instructions, refer to the Manage Documents section of the Investor Correspondence User Guide.
Batch File Size Limits:
For additional limits and details, review the Frequently Asked Questions section in the Investor Correspondence User Guide.
CRM Dashboards only pull in data that is in the CRM. Analytics can pull data from a variety of sources. Analytics can also build more complex dashboards and is more customizable.
CRM reports are still of use! If someone needs to run a quick report out of the CRM to help take action on a task, they can still do it. Analytics is best used for strategic decision-making across the firm, the fund, or a team.
Cubes are refreshed nightly to ensure data being pulled in is updated. This cadence can be customized for what time and what days it will refresh.
If a specific Investor is unable to view the ‘Analytics’ tab, ensure they’re included in the proper group. If you navigate to their specific user in the VDR/Portal and select the user’s Groups tab, the groups they are a part of will correspond to what analytics dashboards they should be seeing.
It is also good to confirm if the issue is happening for just one user or numerous.
If you are experiencing incorrect data in your dashboard, it may be caused by our nightly data syncs. Typically, each dashboard is scheduled to refresh its data every night. So if you just made changes to your data, that is most likely the reason. If this isn’t the case, reach out to Altvia support to assist.
