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Sugar Market Lists


Lists are an integral part of the core features in Sugar Market. They are used to organize recipients into segments and to include or exclude individuals and groups of people from marketing activities. This documentation explains the types of lists available and how to work with them in Sugar Market.

The Sugar Market Lists documentation contains the following pages:

Using Lists to Define Campaign Recipients

There are a variety of Sugar Market features that use lists to include or exclude recipients from email and nurture campaigns. The following table summarizes the activities that can be performed for each list type.

Activity Reports Distribution Lists1 Preference Lists Suppression Lists
Define contacts to Include or exclude from nurture campaigns  
Define contacts to Include or exclude from email campaigns       
Form action    
Event listener


Scoring action    
Event action    

These activities do not apply to Dynamic Distribution Lists.

In addition to reports, distribution lists, and preference lists, lists associated with the following Sugar Market entities are available to include or exclude from nurture and email campaigns:

  • Nurtures
  • Legacy Nurtures
  • Campaigns
  • Landing Pages
  • Events

Each list type has associated qualifiers to allow you to best define your recipients (e.g., include all event attendees, not only those who registered). For more information on using these lists to define campaign recipients, please refer to the Email Campaigns and Nurture Campaigns documentation.

Reports as Lists

Sugar Market reports can be used as dynamic lists that are referenced as include and exclude lists in email and nurture campaigns. This list type provides the most flexibility because it does not require monitoring and is easy to maintain. As contacts meet or no longer meet the criteria defined in the report, the list continually updates. Consider a list of leads who live in California - when a lead record is updated in the CRM showing a state other than California, the lead is automatically removed from your geographically-defined list.

Note: If your Sugar Market instance is integrated with SugarCRM, you can use Dynamic Distribution Lists instead of creating custom reports for this purpose. 

Choose one of the following options to create a report to be used as a dynamic list:

  • Standard report: These reports use simple AND/OR logic and can only be used with account, contact, and lead data.
  • Custom report: These reports provide more complex grouping and analysis of data and can include data from any Sugar Market table.

For a Sugar Market report to be available as a list option, the following requirements must be met:

  1. The Email field must be included as a column in the report.
  2. The email address display name must be included as a column in the report using either "Email" or "Contacts.Email". If both of these columns are included in the report, then Sugar Market will use the email addresses in the field with the display name "Email". This display name is case-sensitive.

Although it is not required, we recommend you add the "Contacts.ContactID" field with the "ContactID" label to avoid unexpected behavior if duplicate email addresses exist.

After you have created your report, the report becomes available in the list options for include and exclude lists in email and nurture campaigns.

Distribution Lists

Distribution lists are static lists that you import from an external file. Distribution lists are useful for adding specific contact data to Sugar Market that you may have collected at an event, for example, but they are less flexible than using reports as lists since they do not update unless you manually make a change. For Sugar Market instances that are integrated with SugarCRM, please refer to the Dynamic Distribution Lists section.

Creating Distribution Lists

There are two ways to create a distribution list in Sugar Market:

Creating a Blank List

Blank distribution lists are useful for automation, allowing you to add and remove people from lists as part of a nurture flow or when they hit a specified lead score.

To create a blank distribution list:

  1. Navigate to Manage > Lists > Distribution Lists.
    ddl menu
  2. Click the Create button in the toolbar, and then select Distribution List.
    ddl createmenu
  3. In the List Type field, leave the default "Distribution List" value.
  4. Identify a name, location, and description for the list.
  5. Select the External Sync checkbox to maintain the record sync between this list in your CRM and Sugar Market. When this option is enabled, records added to the distribution list in your external CRM will update the list in Sugar Market. 
  6. Click the Create button.
    SM UG Lists externalsync

Importing a Distribution List

When data in your import list match existing records in Sugar Market, the existing records will be updated in Sugar Market on import; however, these updates will not be pushed into your external CRM unless an action such as scoring pushes the records to your CRM. To update records in your CRM, it is best to update the records directly from your CRM and let the updates sync down into Sugar Market. For more information on the CRM sync, refer to the Sugar Market Integration Guide.

Import File Requirements

Import files must be in MS Excel or CSV file format. Your file should include columns for Email, First Name, and Last Name at a minimum, but you can include as many columns as you want, including custom fields. If you have more than twenty columns, we recommend breaking your import down into smaller files. Two additional important considerations:

  • Lead vs Contact: All records are imported into Sugar Market as Leads unless specifically designated as Contacts. The CRMType field indicates whether a record is a lead or a contact. Include this column in your file and designate the Contact value for all records that should be imported as contacts.
  • Record Owner: All records imported into Sugar Market are assigned to the user performing the import as owner. To assign records to specific owners on import, include the OwnerID column in your file. Access the OwnerID in the user record User ID field by navigating to User Menu > Users.

Note: If you are using an MS Excel file, then either clear formatting or save as a CSV file before proceeding with your import.SM UG Lists uploadfile

To import a list:

  1. Navigate to Create > List > Import.
    SM UG createlist
  2. Click the Select button to locate and choose the MS Excel or CSV file to upload. A validation message displays if the file is attached successfully; this does not indicate that the contacts have been imported yet.
    SM UG Lists import1
  3. Select the options below as desired, and then click the Next button:
    • Contacts have confirmed consent or legitimate interest: Select this checkbox to confirm that you are importing only those contacts who have confirmed consent to receive email communication from your organization. This is required for GDPR compliance.
    • First row contains Column names: If the first row in your file contains column names (e.g., First Name, Last Name, Email), then select this option. If your file contains a header row and you do not select this option, then your data will not upload correctly.
    • If record already exists, then overwrite values: Check this option to have the data in your file update the data if a matching record is found in Sugar Market instead of creating a new record. We recommend you always enable this option. In Step 2, you can overwrite this option for specific fields.
  4. In Step 2 of the Import Wizard, set your field mappings and options. When your import file includes column headers, the wizard attempts to match the headers with the appropriate field name. While the results are typically accurate, there are some fields that are more difficult to automatically map (e.g., Address1, Address2, Shipping Address), so it is important to confirm the Map Column fields and use the dropdown to change fields, if necessary.  
  5. Select the options below as desired, and then click the Next button:
    • Overwrite: Select or de-select the Overwrite checkbox for any field you do not want to overwrite in existing Sugar Market records. This overrides the selection you made in Step 1.
    • Import Previous Mappings: To use the same mappings you used in previous uploads, select the appropriate mappings from the dropdown list, and then click the Import Previous Mappings button.
    • Select Key Column: The key column is the field that is used to uniquely identify records. The default key column is Email, and while you can choose another key column, we recommend you leave this default to eliminate problems that may arise from having multiple records with the same email address. You can also identify multiple key columns to help detect duplicates
  6. In Step 3 of the Import Wizard, you can optionally create a new distribution list from your import, add the records to an existing distribution list, or remove the records from an existing distribution list. We recommend you always add records to a distribution list. Choose any of the following options, if desired, and then click the Next button.
    SM UG Lists import3
    • To create a new list, type a name for the list in the Create New List field, and then click the Create button.
    • To add the records to an existing list, locate the list in the Select Existing List dropdown, and then click the Add button. The list name populates the Add to Distribution box.
    • To remove the records from an existing list, locate the list in the Select Existing List dropdown, and then click the Remove button. The list name populates the Remove from Distribution box. Note that the records will only be removed from the list; the records will not be deleted from the database.
  7. Step 4 provides a summary of the import selections you have made. Review your selections, make any necessary changes, and then click the Next button to submit the import request.
    SM UG Lists Import4
  8. Step 5 confirms the upload request. You will receive an email notification when the upload is complete. From here you can start the Import Wizard again or click the "Go to Distribution Lists" button to manage all distribution lists.

    SM UG Lists import5
Important: Do not use the list in an email or nurture campaign before you receive the upload complete notification email. If the list is used before the upload is complete, then only a partial list will be used in the campaign.


Detecting Duplicates on Import

While the Email field is the default and recommended unique identifier used to prevent duplicates, you have the option to use other fields as key columns, as defined below:

  • First Name, Last Name, Account Name: This option will key off records that have unique First Name, Last Name, and Account Names. This option is typically used to import records into Sugar Market that do not have an email address.
  • Allow Duplicates: This option will ignore keying off of any column and import all records in your file into Sugar Market.
  • Custom Key Columns: When this option is enabled, a new column is added to the right of each field in Step 2. Select the column(s) to key off. When multiple columns are selected, Sugar Market looks for unique data that exists in both columns to prevent duplicate records.

The above example shows the custom field MIS_Number__C and Email as key columns. Sugar Market will look for both fields to be unique instead of just the default Email. If there are two records with the same email address but different MIS_Number__C values, then Sugar Market will import both records since both fields identified as key columns need to be unique.

Validating Imported Email Addresses

Sugar Market has partnered with BriteVerify to provide improved visibility into the quality of your contacts' email addresses. By validating and verifying new contacts before you send, BriteVerify can reduce your bounce rate by 98% and help your messages get delivered, thus keeping your reputation intact. It is recommended that you use the service before you import your data and send to your contacts. Results will be delivered in real-time with information on how you should manage the returned contacts in your cleaned list. We validate your database contacts for you during technical setup with Sugar Market. For future lists, there is a nominal fee to verify through BriteVerify.

  1. Access the BriteVerify link on any step in the Import Wizard. This link directs you to the BriteVerify site with the Sugar Market promotional code.
    SM UG Lists Briteverify
  2. Click the Sign Up button to create your account.
    SM UG Lists Briteverify2
  3. Sign in with the Username and Password you created.
  4. Click "+ Import List".
  5. Click "Direct Upload" > "Choose File", and then add the file to be validated (this is the CSV file with the file name, ClientName, and Date).
  6. The Total Records, Verifications, and Total Cost are displayed. Click "Let's Get Started".
  7. The file will load and then verify. When the validation has been completed, a "Complete" message displays.

The following status codes are returned:

  • Valid: The email is associated with a valid account. 
  • Invalid: The email address is invalid. These addresses will be added to the validation table and excluded from sending mail. The following secondary status codes provide reasons for the Invalid status: email_address_invalid, email_domain_invalid, email_account_invalid, disposable, role_address. 
  • Accept All: Accept-All domains have configurations that make all emails appear to be valid, though that is rarely the case. There will be some bounces from the Accept-All category.
  • Unknown: The email address appears to be valid but the associated domain is not responding. This could be a temporary status for domains having intermittent issues, or a permanent issue for dying domains. There will be some bounces from the Unknown category.
Uploading the Verified List Without Mapping to CRM
  1. Click the top right arrow to see a list of all results, not just valid emails.
  2. Full Results displays a validation summary. Click "Full Results" to retrieve the scrubbed list.
  3. The results are available in XLS format. Open the document and save it in a CSV format. 
  4. Sort the list by Result type (Valid, Invalid, Unknown, Accept All).
  5. Delete invalid email addresses.
  6. Save your list, and then import through the Import Wizard.
Mapping the Validation Results to CRM
  1. Click the top right arrow to see a list of all results, not just valid emails.
  2. Full Results displays a validation summary. Click "Full Results" to retrieve the scrubbed list.
  3. The results are available in an MS Excel document. Open the document and save it in a CSV format. 
  4. In Sugar Market, navigate to User > Administration View > Marketing Administration > Email Validation.
    SM lists adminemailvalid
  5. Click the Import CSV button and locate the file you saved.
  6. Click the Upload button. The file will be uploaded into Sugar Market with the results received from BriteVerify.
    SM lists importscrubbed

Managing Distribution Lists

Access existing distribution lists by navigating to Manage > Lists > Distribution Lists. In this view, you can view list properties and edit, delete, move, clean, and create blank distribution lists.
SM UG Lists managedistlist

This section describes the following tasks you can perform on distribution lists:

Searching for Distribution Lists

The Manage Distribution Lists view defaults to a list view with the most recent list at the top. If you prefer to browse by the folder in which the list is saved, then click the Folder View icon in the toolbar.

SM UG Lists managedistlist

To sort the view:

  • Click the Sort icon in the toolbar to choose a field on which to sort. The list is sorted in ascending order.
  • Click the arrow next to the column heading to change the sort order to descending.

To quickly locate specific lists, type the list name, or portion of the name, in the Search field and then click the magnifying glass icon.

Distribution List Types

The following list types classify how the distribution list was created:

Viewing Distribution List Details

Select a row to display list details in a panel on the right side of the page, or select Context Menu > Properties in the toolbar. Do not click the list name or ID to get this information since that will open the list for editing.

SM UG Lists Distlistdetails

Editing Distribution Lists

  1. Click the list Name or list ID, or select the row containing the list and then click the pencil icon in the toolbar. 
  2. Add or delete email addresses from the list or combine lists, and then click the return button. 

SM UG Lists edit

Moving Distribution Lists

To move a distribution list to another folder:

  1. Click in the list row anywhere except the list Name or ID. 
  2. Expand the Context Menu, and then select Move.
  3. Select the desired folder, or create a new folder, and then click Move.

Deleting Distribution Lists

  1. Click in the list row anywhere except the list Name or ID. 
  2. From the toolbar, click the delete icon.

SM UG Lists delete

Cleaning Lists

Cleaning lists provides you a more accurate representation of the number of list recipients since the clean process removes all addresses that have previously bounced or unsubscribed. This is not the same as the service provided by BriteVerify when validating imported lists. When addresses are removed from cleaned lists, the records are not deleted from Sugar Market, they are only removed from the list.

To clean a single list:

  1. Click in the list row anywhere except the list Name or ID. 
  2. Expand the Context Menu, and then select Clean.
  3. In the confirmation dialog, click the Clean button.

To clean all lists:

  1. In the toolbar, click the Clean All Lists button.
  2. In the confirmation dialog, click the Clean button.

SM UG Lists clean

Exporting Distribution Lists

When your lists exceed 2,000 lines, we recommend you export them via a custom report and email the results to yourself. You can run a one-time report or set up a subscription to have the report delivered at your preferred frequency.

To create the custom report:

  1. Navigate to Manage > Distribution List.
  2. With your list name highlighted, use either CTRL+C or right-click and then select "Copy" to copy the name of the list to your system clipboard.
  3. Create a custom report using the following values:
      Field Value
    General    Select Data Source Single Table
    Table / View Distribution List (for either Lists or Segmentations)
    Report Type Tabular
    Report Name Your preferred identifying name
    Report Description Your preferred description of the report contents
    Select Folder Location where the report should be stored

    Column Name ListName
    Operator Equals
    Column Value Either CTRL+V or right-click and Paste to paste the list name from your system clipboard
    Columns Available Columns Email

Dynamic Distribution Lists

Sugar Market instances that are integrated with SugarCRM can benefit from using Dynamic Distribution Lists. These lists pull contact and lead data from reports in the integrated SugarCRM instance to automatically update the list in Sugar Market, providing you with the most recent data from your CRM within Sugar Market. Dynamic distribution lists can be used as include and exclude lists in email and nurture campaigns, and can also be used in the "list checker" step in nurtures. 

What Gets Synced?

Only contact and lead data from SugarCRM records are synced to Sugar Market through dynamic distribution lists according to your current sync settings. Related records (e.g., opportunities) and converted leads are not synced to Sugar Market. Syncing the SugarCRM reports will create new records in Sugar Market when they do not already exist and update existing records, in addition to updating the dynamic distribution list in Sugar Market.

Performance Recommendation

We recommend you have no more than 5 active dynamic distribution lists with a maximum of 50,000 contacts in each list. Having more than 5 lists or a larger number of contacts in each may negatively affect performance in Sugar Market.


The following are required before using dynamic distribution lists:

  • Your Sugar Market instance must be integrated with a SugarCRM instance on V11.0.2 or later.
  • The "Dynamic Distribution Lists" permission must be assigned to your user account.
  • You must have the following CRM sync settings enabled:
    • Pull leads
    • Pull contacts
    • Allow the creation of new leads
    • Allow the creation of new contacts
  • You must have the credentials for a user account that will sync with your SugarCRM instance. This does not have to be the dedicated syncing user that is used for your Sugar integration. This user needs to have access to the contact and lead reports in SugarCRM that you want to sync with Sugar Market. Permissions are managed in Sugar through roles and teams. Please refer to the Sugar Administration Guide for more information on roles and teams.
  • The Sugar Sell reports you want to sync must include the ID and Email Address fields associated with contacts or leads (e.g., Contacts > ID and Contacts > Emai Address > Email Address).

Note: You cannot add or remove dynamic distribution list members through form actions, scoring actions, event listeners, event actions, or nurtures as you can with static distribution lists since these changes would be overwritten with each sync.

Creating Dynamic Distribution Lists

To create a dynamic distribution list:

  1. Define the list basics.
  2. Identify the syncing user.
  3. Identify the list settings.
  4. Sync the list.
Defining List Basics
  1. Navigate to Manage > Lists > Distribution Lists.
    ddl menu
  2. Click the Create button in the toolbar, and then select "Distribution List".
    ddl create
  3. From the List Type dropdown, select "Dynamic Distribution List".
  4. Identify a name, location, and description for the list, and then click the Create button. The Distribution List Settings page displays.
Identifying the Syncing User
  1. In the CRM Username and CRM Password fields, identify the credentials for the SugarCRM user that will sync the SugarCRM records with Sugar Market. 
  2. Click the Test Connection button. After the credentials are validated, the Save button becomes enabled. Missing or incorrect user credentials will cause the Test Connection and Save buttons to remain disabled, preventing the successful creation of the dynamic list settings.
    ddl creds
  3. Click the Save button to save the user credentials. 
Identifying the List Settings
  1. In the Dynamic Distribution List Settings section, complete the following fields:
    • List Name: Defaults to the name you identified in Defining List Basics. This field can be edited.
    • Description: Optional description to help identify the list.
    • Report: Name of the report in SugarCRM. The reports to which the syncing user has permissions are displayed in the list. 
    • Located In: The Sugar Market folder in which the list is stored. This defaults to the location you selected in Defining List Basics but can be changed here.
  2. Click the Save button. After the list settings are saved, the Preview button will become enabled.
    ddl settings
  3. Click the Preview button to display a pop-up dialog with up to 100 records from the selected report. This preview is intended to help you confirm the expected results; it is not the full report. 
    ddl preview
Syncing the List
  1. In the Sync Dynamic Distribution List section, select the Auto Update option to sync the list every hour. Leaving this option disabled prevents the sync from occurring.
  2. Click the "Sync now" button to sync the selected report. The button is in a disabled state for the duration of the sync, and the "Syncing" status displays. You can navigate away from the Dynamic Distribution List settings page and the sync will continue to process. When the sync is complete, the "Last sync date and time" updates, and the "Synced" status displays. 
    ddl syncing
Sync status types

The following status types display in the Sync Dynamic Distribution List section:

  • Syncing: The sync is in progress.
  • Synced: The sync has been completed. The last sync date and time reflect the completion time.
  • Error: An error occurred that prevented the sync from occurring. An error may be encountered if the selected report was deleted from SugarCRM or the syncing user no longer has access to the report. The sync will need to be initiated again after the error is resolved. Please refer to the CRM Sync Dashboard for more information on the error.
  • Blocked: The sync has stopped because several errors were encountered over an 8-hour period. The sync will need to be initiated again after the errors are resolved.  Please refer to the CRM Sync Dashboard for more information on the errors.
  • Delayed: The sync processing is delayed because of a backend process (e.g., maintenance). The sync will continue to process after your Sugar Market instance has been restarted.
Viewing the Report

The report is displayed in the Dynamic Distribution List section and the number of records returned is displayed in the bottom right-hand corner. Use the Search field to locate specific records by a value in any report column. 

Note: To view the full report after conducting a search, clear the search term and then click the Search icon again.
ddl report

Managing Dynamic Distribution Lists

Managing dynamic distribution lists is the same as managing static distribution lists, with the exception of cleaning lists. Cleaning a dynamic distribution list is prohibited since it would otherwise disrupt data in the integrated SugarCRM instance. Keep in mind that any change to the reports in SugarCRM or your CRM sync settings, including the syncing user credentials, may affect your dynamic distribution list.

Last modified: 2021-10-15 19:57:52