Welcome to Engagement Agents
Everything your team needs to get set up, launch campaigns and see results.
Pick a part below, use the contents on the left, or search at the top. Each page covers one task; use Next and Previous at the bottom to move through them in order.
Plan labels. Each section is marked so you know what is included.
- LITE self-serve, you run the platform yourselves.
- CORE we run campaigns with you.
- PREMIUM insight and media services.
The platform features in this kit are available on every plan unless marked PREMIUM. Features still being built are marked COMING SOON.
Quick-start index
Part I · Welcome and Quick Setup
Who we are, how this kit works, and five steps to go live.
In this part
Welcome to Engagement Agents
Welcome aboard. Your shopping centers already have websites, apps, digital screens, email newsletters and social channels, and your lease gives your brand a place on them. Engagement Agents makes sure your campaigns actually show up there.
https://guides.engagementagents.com/retailers/videos/slot62.mp4
How it works
- You create a campaign once, in one place.
- We deliver it to the right marketing contact at every shopping center you choose, in the sizes and languages each one needs.
- Each center approves it and tells us which channels it will use.
- You see, store by store, who is promoting your brand and who isn't.
What your team gets
- One simple workflow instead of hundreds of emails.
- Consistent, current and correct campaigns at every location.
- More traffic and sales for your stores, and for the centers that host them.
- A support team that chases shopping centers, keeps contacts up to date and answers center questions for you.
Your support team
- Your Customer Success Manager guides your setup and first campaigns.
- Our support inbox, team@engagementagents.com, is watched every business day. Use it for any question, request or feedback.
See also
How to use this kit
Start with Quick Setup. Five steps take you from your first sign-in to your first campaign.
Then dip in when you need to. Every task has its own page with numbered steps, a screenshot and a short video.
Plan labels. Each section carries a label so you know what's included:
- LITE: included in every plan.
- CORE: everything available on the platform today.
- PREMIUM: advanced insight and media services. Some are marked COMING SOON while we finish building them.
Not sure which plan you have? Ask your Customer Success Manager.
Find things fast
- In the HTML version, press Ctrl+F (⌘+F on a Mac) to search, and click any title to jump to it.
- In the PDF, use the bookmarks panel. Every title and cross-reference is clickable.
See also
Quick Setup: live in 5 steps
Complete these five steps and you're live. Most teams finish them within the first two weeks.
1. Sign in and set your password
- Look for an email from engage@mail.engagementagents.com with your temporary password.
- Go to app.engagementagents.com and sign in with your work email and that password.
- Open your profile and choose your own password.
- See Sign in and Update your profile, emails and password.
2. Add our addresses to your safe senders list
- So our emails, and the replies from your shopping centers, never land in junk.
- See Add our addresses to your safe senders list.
3. Send us your master store list
- One spreadsheet with every store: brand, store number, store name and full address.
- Use the Store list template.
4. Approve your shopping center introduction email
- We send it from your address to every center, so they know your campaigns now come through Engagement Agents.
- Choose who it comes from, edit the wording if you like, and send it back.
- See Your shopping center introduction email.
5. Submit your first campaign
- Prepare a headline, a description and images in three shapes: square, landscape and portrait.
- Submit 48 to 72 hours before the start date.
- See Create a marketing campaign and Image specs at a glance.
Good to know. You can sign in and explore as soon as your password arrives. Sending is switched on once your introduction email has gone out to your centers. We'll let you know the moment you're ready.
See also
Your first two weeks
A typical launch, day by day. Your Customer Success Manager will confirm your dates.
| When | What happens | Who |
|---|---|---|
| Day 0 | Platform demo with your team (we record it for you) | Together |
| Day 1 | Your accounts are created; temporary passwords arrive by email | We do |
| Days 1–3 | You sign in, set your password and send your master store list | You do |
| Days 1–5 | We set up your stores, link them to their shopping centers and find each center's marketing contact | We do |
| Days 2–5 | You review and approve your introduction email | You do |
| About day 7–10 | Your introduction email goes to every center; centers send back contacts and image sizes | We do |
| About day 10 | Sending is switched on for your account | We do |
| Days 10–14 | You submit your first campaign, 48 to 72 hours before it starts | You do |
| Same day | We check your first campaign went out correctly and ask how it went | We do |
| Ongoing | Reminders, follow-ups, contact updates and reports | We do |
Tip. Brief your first campaign while your centers are being set up. Use the three default image sizes in Image specs at a glance; we'll tell you if any center needs something different.
See also
What we do and what you do
| Task | We do | You do |
|---|---|---|
| Accounts and passwords | Create your users and send sign-in details | Sign in and set your own password |
| Store list | Check it, set up each store and link it to its shopping center | Send it, and tell us when stores open, close or move |
| Shopping center contacts | Find, confirm and update the marketing contact at every center | Share any contacts you already have |
| Introduction email | Personalize it for each center and send it from your address | Approve the wording and choose the sender |
| Image sizes | Collect each center's requirements and resize your images automatically | Upload images in three shapes, large enough |
| Campaigns | Deliver them to every center you select, and check your first one | Create and submit them, 48 to 72 hours ahead |
| Pending centers | Send automatic reminders on your reminder schedule and follow up on request | Tell us if a campaign is time-critical |
| Center replies | Answer process and contact questions, copying you | Answer questions about your offer or products (or tell us the answer) |
| Declines | Help you respond, or contact the center for you | Review the reason; forward it to us if you'd like help |
| Reports | Send results at 48 hours, mid-way and at the end | Review them and share them with your team |
| Team changes | Tell every center about your new contact | Let us know when someone joins or leaves |
See also
Part II · Your first sign-in
Make sure our emails reach you, sign in, and find your way around.
In this part
Add our addresses to your safe senders list
Ask your IT team to allow these addresses and domains so nothing important lands in junk mail.
Domains
- @engagementagents.com
- @mail.engagementagents.com
Who emails you - team@engagementagents.com (and team@mail.engagementagents.com): our support team. Use team@ for all help. - engage@mail.engagementagents.com (and engage@engagementagents.com): passwords, automatic reports and reminders. - accounting@engagementagents.com: invoices and billing. - Your Customer Success Manager's own address: setup and training.
Why @mail.engagementagents.com? Replies from your shopping centers come through this domain. That way our team sees them too, can help straight away, and keeps a full history on your account. When you reply, it reaches the center like any normal email.
Your introduction email also asks every center to add @mail.engagementagents.com and your own domain to their safe senders.
See also
Sign in
What it does. Sign in with your email address and password to reach your Dashboard.
When to use it. Every session. If you have forgotten your password, click Forgot password? on the sign-in page. If you have no account yet, ask your EA Customer Success contact or your company's Brand Admin to create one (see Add users and set what they can do).
Before you start. You need an active user account created by EA or your Brand Admin.
https://guides.engagementagents.com/retailers/videos/slot63.mp4
https://guides.engagementagents.com/retailers/videos/slot01.mp4
Steps
- Go to app.engagementagents.com. The Welcome Back! screen appears ("Please sign in to access Engagement Agents").
- Enter your Email address.
- Enter your Password (6 or more characters).
- Click Sign in. The button shows Sign in… while it works.
- If EA detects unusual activity, you are sent to Unusual sign-in activity.
What you'll see. You land on the Dashboard calendar (Use the Dashboard calendar).
Tips
- Forgot your password? Click Forgot password? on the sign-in page and follow the email, or contact team@engagementagents.com.
- Bookmark the sign-in page. Do not bookmark an internal page, because it redirects to sign-in when your session ends.
- Passwords need at least 6 characters.
If something goes wrong
| Message | Cause | Fix |
|---|---|---|
| Invalid email or password | Typo, or the wrong account email | Re-type the email and password. If it still fails, use Forgot password? |
| You have one login attempt remaining before your account is locked… | Repeated failed attempts | Stop and reset your password rather than guessing again |
| Redirected to Locked Out | Too many failed attempts | Follow the emailed code to reset your password |
| Unusual sign-in activity detected… | New device, location or network | Enter the emailed one-time code |
See also
Find your way around
What it does. Learn the screen layout: the left navigation, the top bar (search, language, notifications, contacts, settings, account) and the main work area.
When to use it. On your first day, or when a menu item seems to be missing.
Before you start. Your role decides which menus you see: for example Brand Admin or Brand User. Your plan (LITE, CORE or PREMIUM) decides how much help EA gives you and whether you get the Intelligence Hub. See Who can do what (roles and plans). If a menu you expect is missing, your Brand Admin or EA Customer Success contact can check your access.
https://guides.engagementagents.com/retailers/videos/slot03.mp4
Steps
- Left navigation (vertical; horizontal or mobile layouts are also available). The main groups are: - Dashboard - Communications: Marketing Campaigns, Recruitment Campaigns, Mall Memos, Store Memos - Reports: Marketing Campaigns, Incoming Opportunities, Recruitment Campaigns, Mall Memos, Store Memos - Locations: Malls, Stores - Accounts: Brands, Users, Companies - Contacts - Email Communications
Parent items open their first child page.
- Collapse or expand the nav with the toggle button at the top edge of the nav.
- Top bar, left to right:
- Search (searchbar): jump to a page.
- Language: change the UI language.
- Notifications bell (Check your notifications).
- Contacts popover.
- Settings (gear): Dark mode, Contrast, Right to left, Compact, Presets, Layout, Color, Font family and size.
- Account (avatar): Home, Profile, Security, Preferences, Logout.
Tip. Your profile picture sits at the bottom of the left menu, next to the notifications bell and the settings gear. Click it to open your account menu: Profile, Security, Preferences and Logout.
- Use Settings → Reset to return the display to its defaults.
What you'll see. You can reach any page your role allows in two clicks.
Tips
- The search box looks up page names, not records. To find a record, use the list page's own search (Find, sort and export your lists).
- Compact mode fits more rows on smaller laptops.
If something goes wrong
| Symptom | Cause | Fix |
|---|---|---|
| A menu described here is missing | Your role or plan doesn't include it | Ask your Brand Admin, or your Customer Success Manager for tier questions |
| Page shows 403 | No permission for that URL | Use the nav rather than old bookmarks; request access |
See also
Update your profile, emails and password
What it does. Keep your name, photo and signature current, control which platform emails you receive, set out-of-office forwarding, and change your password.
When to use it. During onboarding, before a vacation, or when you get too many (or too few) emails.
https://guides.engagementagents.com/retailers/videos/slot04.mp4
Steps
A. Profile
- Click your profile picture at the bottom of the left menu, then Profile.
- Under Basic Info, update your details. Click Upload Avatar / Upload Photo for your photo and Upload Signature for your email signature.
- Click Save changes.
B. Email preferences
- Open Account → Preferences. The page is titled Email Preferences.
- Out of Office: switch it on and choose Redirect To (a colleague). Redirect To is required when Out of Office is on.
- Ignore/Drop Auto-Responses: stops mall auto-replies from cluttering your inbox.
- Under Receive Emails / Email Templates, choose for each email type: - Send to Me - Platform Only (no email; visible in the app only) - Include Others, adding people with Include in CC or Include in BCC (use Search Users)
- Click Save.
C. Change password
- Open Account → Security.
- Enter New Password and Confirm Password, then click Save.
What you'll see. Your settings take effect immediately.
Tips
- Before a vacation, turn on Out of Office with a Redirect To colleague. That keeps mall declines from going unanswered.
- Use Include in CC to keep your district managers informed without forwarding every email.
If something goes wrong
| Message | Fix |
|---|---|
| Redirect To is required when Out of Office is enabled! | Choose a colleague, or turn Out of Office off |
| New password is required / Confirm password is required | Fill both password fields |
See also
Use the Dashboard calendar
What it does. See your campaigns and memos on a calendar, filter them, and open any item.
When to use it. Use it to plan the "Always Be On" cadence, check what is live this week, or find a draft.
https://guides.engagementagents.com/retailers/videos/slot06.mp4
Steps
- Click Dashboard.
- Switch the view: Month, Week, Day or Agenda.
- Move through dates with Previous date, Today and Next date.
- Filter the calendar: - Filter by Tags. You must select a company before tags. - Expired: show expired items. - Drafts: show drafts.
- The Colors: legend explains chip colours by type. When a day overflows, click ＋N more.
- Click a chip to open the item.
What you'll see. You open the campaign or memo record.
Tips
- Turn on Drafts to find campaigns you saved but never submitted.
- Agenda view is the easiest to read for a weekly review with your team.
If something goes wrong
| Symptom | Cause | Fix |
|---|---|---|
| "Must select a company before tags" | Tag filter used before a company is selected | Choose a company first |
| A campaign is missing | It is expired or a draft and hidden by default | Turn on Expired or Drafts |
See also
Find, sort and export your lists
What it does. All list pages share the same toolbar and grid pattern.
When to use it. Use it any time you need to find, sort or export records.
https://guides.engagementagents.com/retailers/videos/slot05.mp4
Steps
- Type in the search box. The placeholder tells you which fields it searches.
- Use the toolbar filters (status, brand, tags, dates and so on). Status values include Draft, Active, Upcoming, Scheduled, Expired, Manually Expired, Pending Approval, Approved and Declined.
- Click Columns to show or hide columns. At least one column must stay selected.
- Click a column header to sort it. Turn on Dense for compact rows.
- Click Reset Filters to clear everything.
- Click Export to download the current list. You will see Export request submitted successfully!
- Row actions (the menu at the end of the row) include Edit, Visit, copying the ID or name, and Flag / Remove Flag (watch).
What you'll see. You find the records you need, or a file of them.
Tips
- Flag a campaign to add it to your watch list. Remove the flag when you no longer need to follow it.
- Large exports run in the background. If the download doesn't start, check your email and notifications.
If something goes wrong
| Message | Fix |
|---|---|
| Select at least one column… | Re-enable a column in Columns |
| Failed to export… Please try again later. | Narrow the filters and retry |
| No results found | Click Reset Filters |
See also
Part III · Launch your first campaign
One walkthrough first, then each step in detail.
In this part
Launch your first campaign
What you'll do. Create a marketing campaign, choose your stores, set the dates, add your text and images, and submit it. We send it to every shopping center you picked, and you can track each one's answer.
Before you start
- You have signed in and set your own password (see Sign in).
- Your store list is loaded and your introduction email is approved (see Quick Setup: live in 5 steps).
- Have ready: a headline under 50 characters, a short description, and your images (JPG, RGB) in square, landscape and portrait.
- Your start date is at least 48 to 72 hours away. Shopping centers need time to review and schedule your campaign.
Steps
- Open Marketing Campaigns. In the left menu, go to Communications → Marketing Campaigns and click Create (top right).
- Fill in the basics. Choose the Campaign Type (for example Sales / Promo or New Arrival), give the campaign a Campaign Name (only your team sees it), then pick at least one Channel: where you'd like centers to share it, such as their website, app, social media or in-mall screens.
- Choose your stores. In Locations, pick stores from Available or use Select All. Filter by store tags (for example Region-West or Outlet) to pick a group quickly. Check the Selected count before you move on.
- Set the dates. Click How Timeline Works? for a quick guide. - Timezone: use the time zone of your stores. - Send Date (optional): leave it empty to send shortly after you submit, or pick a date and we send at 9:00 AM that day. - Post no Earlier than: the first day centers may start promoting. It must be on or before the start date. - Start Date and End Date: the days the offer is valid. The end date is the last valid day.
- Write your text and add images. Add your headline, description and any web link, then upload an image set. We create every size each center needs from your images. If a size can't be made, the card turns red: upload a larger image for that shape.
- Preview and submit. Click Submit, check the Marketing Campaign Preview, then confirm. Read any warnings before you confirm.
What you'll see. Your campaign shows as Upcoming if it starts in the future, or Active if it has started. Each shopping center then answers Approved or Declined, and you can follow every answer in See which malls approved.
Tips
- Text inside images is the most common reason a center declines. Keep words in the headline and description, not on the picture.
- Changing channels changes which stores are eligible, so set channels before you pick stores.
- To reuse an earlier campaign, open it and click Duplicate.
If something goes wrong
| What you see | What to do |
|---|---|
| At least one channel is required | Pick at least one channel in step 2 |
| At least one location is required | Select stores in step 3 |
| Post no earlier than date must be on or before the start date | Move the date earlier, or the start date later |
| You cannot submit campaigns while your account is in onboarding status. | Your setup isn't finished yet. Ask your Customer Success Manager |
| A store you expect is missing | Email team@engagementagents.com and we'll check it for you |
See also
Plan your campaign
What it does. Choose the right campaign type, timing and assets before you open the form.
When to use it. Before every campaign, and especially your first one or a holiday one.
https://guides.engagementagents.com/retailers/videos/slot15.mp4
Steps
- Pick the Campaign Type. It decides which locations and channels are available: - Sales / Promo - Events - New Arrival / Featured Product / Featured Service - Loyalty Campaign
- Decide the dates: Send Date, Post No Earlier Than, Start Date and End Date (Set your campaign dates).
- Prepare the copy: - Headline, kept short. The limit is set per mall, and is stricter for Google and Apple. - Description, including T&Cs. - Optional social captions and campaign URL.
- Prepare images: square, landscape and portrait, each at least as large as the largest required size (Part IV, Prepare campaign images). JPG or PNG.
- Submit 48–72 hours before the post date.
See Figure 02-06.
What you'll see. You have everything the form will ask for.
Tips: Give the internal Campaign Name a consistent pattern (for example 2026-11 BlackFriday CA) so search and reports stay tidy.
If something goes wrong: A campaign longer than one month triggers a courtesy warning ("…greater than one month…"). Check your dates, then continue if they're correct.
See also
Create a marketing campaign
What it does. Start a new campaign and set the fields that decide where it can go.
When to use it. To start any new marketing campaign. To start from an earlier campaign, see Change, copy or end a campaign (Duplicate).
Before you start. Your account and brand must not be in onboarding status. Submitting is blocked until onboarding ends.
https://guides.engagementagents.com/retailers/videos/slot16.mp4
Steps
- Go to Communications → Marketing Campaigns and click Create.
See Figure 03-01.
- Brand: selected automatically if your account has only one brand.
- Campaign Type: required.
- Campaign Name: required. It is internal only and is not sent to malls. There is a maximum length; the message tells you the limit.
- Associated User (if shown): choose who the campaign is sent from.
- Channels → Select Channels: at least one is required. Options include: - App - Email Campaign - Facebook, Facebook (stories) - Instagram (regular post), Instagram (stories) - In-mall digital signage - Mobile Site/Website - TikTok, X (Twitter), Pinterest, Snapchat - Other channels not listed here
See Figure 03-02.
- Campaign Tags (optional): internal labels that make campaigns easier to search.
What you'll see. The Locations card becomes active (Choose your stores).
Tips: Change channels only when you mean to. Changing them changes which locations are eligible.
If something goes wrong
| Message | Fix |
|---|---|
| Campaign Type is required / Campaign Name is required | Fill the field |
| Campaign Name cannot exceed N characters | Shorten the name |
| At least one channel is required | Select a channel |
| You cannot submit campaigns while your account is in onboarding status. | Contact your Customer Success Manager to finish setup |
See also
Choose your stores
What it does. Choose which stores and malls receive the campaign.
When to use it. Every campaign.
https://guides.engagementagents.com/retailers/videos/slot17.mp4
Steps
- Locations appear only after Brand, Campaign Type and Channels are set. Those choices decide which locations are eligible.
- Pick locations one by one from the Available list, or use Select All.
- To narrow the list, filter by store tags: use match all tags, Select All / Remove All, and Clear Tags.
See Figure 03-03.
- Check the Selected count.
What you'll see. At least one location is selected.
Tips
- Store tags are created by EA on request (for example
Region-WestorOutlet). Ask CS for them. - If a location you expect is missing, contact team@engagementagents.com, as the form suggests.
If something goes wrong
| Message | Fix |
|---|---|
| At least one location is required | Select locations |
| There are locations in this campaign that you do not have permission to update. | Ask your Brand Admin; you may only have store-level access |
See also
Set your campaign dates
What it does. Set the timezone and the four dates that control delivery and posting.
When to use it. Every campaign. Click How Timeline Works? in the form for the in-app help.
https://guides.engagementagents.com/retailers/videos/slot18.mp4
Steps
- Timezone: defaults to your own timezone. Change it to the locations' region if they are elsewhere. It also sets the delivery time.
- Send Date (optional): leave it empty to deliver shortly after you submit. If you choose a date, delivery happens at 9:00 AM on that date in the selected timezone.
- Post no Earlier than: required. It is the earliest date malls may start promoting. It must be on or before the Start Date.
- Start Date: required. It is the first day the offer is valid. For Apple Business Connect it must be at least 3 days from today.
- End Date: required. It is the last valid day, inclusive. If the offer isn't valid on Aug 31, enter Aug 30.
See Figure 03-04.
What you'll see. Valid dates. After you submit, the campaign status is Upcoming if the start date is in the future, and Active otherwise.
If something goes wrong
| Message | Fix |
|---|---|
| Send date must be on or before the post no earlier than date | Move Send Date earlier |
| Post no earlier than date must be on or before the start date | Adjust the dates |
| End date must be later than start date | Fix the End Date |
| Start Date must be at least 3 days from today for Apple Business Connect review | Move the start date, or untick Apple (Choose where else your campaign goes) |
| Timezone is required | Choose a timezone |
See also
Write your campaign text
What it does. Enter the headline, description, captions, URL and note to malls, and say how much malls may adapt your copy and images.
When to use it. Every campaign.
https://guides.engagementagents.com/retailers/videos/slot19.mp4
Steps
- Headline: required. The limit is the lowest headline limit among your selected malls. It is also capped at 58 characters if Google Business Profile is on and 38 if Apple Business Connect is on.
- Description: required. Write it in the third person and include T&Cs. With Apple on, the cap is 100 characters.
- Social Media Captions: tick Use the same description as above for social media captions, or write your own Facebook, Instagram and X (Twitter) descriptions.
- Campaign URL (optional; must be a valid URL). Call to Action Type (for Google): Book, Order, Shop, Learn More, Sign Up or Call.
- Notes to malls: private; malls see it, consumers don't.
- Copy Publishing Rules: required. Choose one: - Use as Provided: exact copy, no edits. - Can be Adapted: malls may tailor the wording but must keep the facts. - Requires Approval if Updated: malls must email you their wording and wait for your approval.
- Multi-language: if your locations need more than one language, a language switcher appears. Every required language must be filled in.
What you'll see. All copy validates.
Tips
- Write the headline for the strictest channel first (Apple, 38 characters).
- Use Can be Adapted for the best approval rates unless legal wording must stay exact.
If something goes wrong
| Message | Fix |
|---|---|
| Headline cannot exceed N characters for the selected locations | Shorten it, or remove the strict mall |
| Headline cannot exceed 58 characters for Google Business / 38 … Apple Business Connect | Shorten it, or untick that toggle |
| Description cannot exceed 100 characters for Apple Business Connect | Shorten it |
| Copy Publishing Rules is required | Choose a rule |
| Campaign URL must be a valid url | Include the domain, e.g. https://… |
| An error on another language tab | Switch tabs and complete the missing language |
See also
Tip. Headline length limits vary by mall and channel. Keep headlines short and punchy, and the form will tell you if a mall needs something shorter.
Choose where else your campaign goes
What it does. Choose who else is told about the campaign and where it is auto-published.
When to use it. Every campaign. Each toggle is on by default when it is enabled for your account.
https://guides.engagementagents.com/retailers/videos/slot20.mp4
Steps
- Notify store contacts: sends an FYI email from you, via EA, to your store and/or district managers.
- Send to Google Business Profile: publishes to the selected locations' GBP. It is unavailable if your GBP setup is incomplete.
- Send to Apple Business Connect: publishes to Apple. It is unavailable if setup is incomplete. It adds the 3-day start-date rule and the stricter copy limits.
- Send from associated users (only if configured): creates a master campaign with a sub-campaign for each associated user. Each user may need to approve before it sends.
What you'll see. Distribution is set.
Tips: You can't change Send from associated users after you submit, or on a sub-campaign.
If something goes wrong
| Symptom | Fix |
|---|---|
| Toggle greyed out | GBP or Apple setup is incomplete. Contact team@engagementagents.com |
| This setting cannot be changed after the campaign has been submitted | Duplicate the campaign instead (Change, copy or end a campaign) |
See also
Add images and submit
What it does. Upload image sets and attachments, then save a draft or submit to malls.
When to use it. To finish any campaign.
https://guides.engagementagents.com/retailers/videos/slot21.mp4
Steps
- Assets → Include Images for this Campaign: on by default. Turning it off risks declines.
- Upload into Image Set 1 (JPG or PNG). Click Add Additional Image Set for more. The maximum is 10 sets (Reached maximum allowed image sets per campaign).
- Check Required/Generated Images. The system generates each mall's sizes from the closest larger upload (before you submit, see Part IV, Prepare campaign images, for the card colours and resizing).
- Optional settings: - Use Language Specific Images - Image Background (Blurry / White) - Asset Publishing Rules: Use as Provided / Can be Adapted / Requires Approval if Updated
- Attachments (GIF, video, PDF) are sent as-is.
- Click Save as Draft at any time. You will see Save as Draft success!
- Click Submit. A preview opens with the warning "Submitting a communication will send emails to all associated parties." Confirm.
See Figure 03-06.
What you'll see. Status changes to Upcoming or Active, and emails go to the selected locations.
Tips: Upload at least one image with text and one clean lifestyle image per orientation.
If something goes wrong
| Message | Fix |
|---|---|
| Required images missing | Upload larger images for the red orientations (Fix missing image sizes) |
| Marketing Campaign form is incomplete or invalid! | Scroll up; the fields with errors are outlined in red |
| You must still include at least one file under "Attach Documents"… | Images are off, so attach your creative |
| Banner asks you to press Resize Images | Click Resize Images, then submit |
See also
Change, copy or end a campaign
What it does. Change a campaign after creating it, reuse it, end it early or remove it.
When to use it. Use it to fix a mistake, repeat a campaign, or stop a cancelled promotion.
https://guides.engagementagents.com/retailers/videos/slot22.mp4
Steps
- Open the campaign from the list (Edit) or from the Dashboard.
- Which actions appear depends on the status:
| Status | Actions |
|---|---|
| Draft | Edit, Submit, Delete |
| Upcoming, Active, Scheduled | Update (sends the changes), Expire |
| Declined, Expired, Manually Expired | Delete |
| Any | Duplicate (copies it into a new draft) |
- Expire ends the campaign now (status Manually Expired).
- A master campaign with sub-campaigns shows Master campaign updated!, and sub-campaigns may need re-approval.
Good to know. Once a campaign has ended it can no longer be edited. To run it again, click Duplicate, update the dates and submit the copy.
What you'll see. The campaign is updated, copied, ended or removed.
Tips: Duplicating is the fastest way to run a recurring promotion. Change the dates and name, then submit.
If something goes wrong: You cannot expire / delete … while your account is in onboarding status. Contact CS.
See also
Tips for getting approved
What it does. Habits that keep campaigns approved and visible.
When to use it. Use it to plan your campaign calendar and review results.
https://guides.engagementagents.com/retailers/videos/slot23.mp4
Steps
- Always Be On: keep at least one active campaign at all times.
- Submit 48–72 hours ahead of the post date.
- Write short headlines and descriptions that include the T&Cs.
- Upload two image styles per set, large enough for every orientation.
- Pick Can be Adapted where you can.
- Review Approval % weekly and track your Hours You've Saved (1 hour per mall you submit to).
What you'll see. Higher approval and promotion rates.
Tips: The list header shows # of Campaigns You've Sent and Total Hours You've Saved. These are useful figures for QBRs.
See also
Always be "on"
Keep at least one active campaign running at all times. Your shopping centers then always have something of yours to feature.
https://guides.engagementagents.com/retailers/videos/slot64.mp4
Every kind of campaign counts
- Sales and promotions
- Gifts with purchase
- New arrivals and featured collections
- In-store events
- Loyalty offers
Why it matters
- You've already paid for this visibility. Your lease expects centers to promote your brand. If you don't send content, that space goes to someone else.
- Your competitors are showing up. When your brand is missing from a center's screens and social feeds, the shoppers you paid to reach see other brands instead.
Tip. Line up your Engagement Agents calendar with your national and store promotions calendar, so every promotion you run also reaches your centers.
See also
Your first campaigns: what to expect
Approval rates are often a little lower for your first one to three campaigns, or right after you change contacts. That's normal, and it settles quickly.
Why it happens
- Centers are adjusting. Some aren't used to receiving your content, or this new, simpler format.
- We're still confirming contacts. As each new contact is confirmed, they start receiving your campaigns straight away.
What to expect next. Once your content arrives regularly and contacts are confirmed, approval rates rise and hold steady. Across brands on Engagement Agents, approval rates average about 95% (2026).
What you can do
- Keep campaigns coming (see Always be "on").
- Check which centers are pending or declining, and spot patterns.
- Ask us to follow up with any center that needs extra attention.
See also
Part IV · Campaign images
Sizes, uploads and fixes, so every center can use your images.
In this part
Image specs at a glance
Three shapes are all you need. Upload one image in each shape and we create every size your centers ask for.
| Shape | Default size | Use it for |
|---|---|---|
| Square | 1280 × 1280 px or larger | Social posts, websites, apps |
| Landscape | 1920 × 1080 px or larger | Digital screens, website banners |
| Portrait | 1080 × 1920 px or larger | Digital directories, stories |
File specs
- JPG works best; PNG is also accepted.
- RGB color, 72 dpi or higher, standard (baseline) JPG.
- Upload each shape at least as large as the largest size your centers need. We can make images smaller, never sharper.
Best results
- Include two image sets: one with your offer text, and one clean lifestyle image with no text. Some centers won't use text overlays; others prefer them.
- You can add up to 10 image sets for carousels and extra placements.
- Bilingual stores: add language-specific images, or turn that option off if your images have no text.
- GIFs, videos and PDFs can go along as attachments. They're sent as they are, not resized.
Before your centers are set up. Use the default sizes above. Once each center's requirements come back, the image cards in your campaign show exactly what's needed.
If a center sends you its own specs, forward them to team@engagementagents.com and we'll add them.
See also
Upload your image sets
What it does. Adds the pictures for your campaign. Each image set is one version of your creative, for example one with text and one without.
When to use this. Every marketing campaign, unless you're only sending files such as a PDF (see Add videos, GIFs and PDFs).
Before you start.
- Choose your stores first. The sizes you need depend on which malls are in the campaign. If no store with a language is selected, you'll see Select at least one location with a language before uploading images.
- Have JPG or PNG files ready in three shapes: square, landscape and portrait. Each one should be at least as large as the biggest size required for that shape.
https://guides.engagementagents.com/retailers/videos/slot25.mp4
Steps
- In your campaign, go to Assets. Leave Include Images for this Campaign switched on.
- Under Image Set 1, click Upload and choose your files (JPG or PNG).
See Figure 03-05.
- Wait while the progress bar runs through Analyzing images…, Uploading images… and Images are being generated… For large images, you'll see Large images detected. This may take a few minutes…
- Check two areas: - Uploaded Images: the files you added. - Required/Generated Images: every size your malls need, each marked (Required) or (Optional) with its size (for example 1080W x 1080H).
- To add another version, click Add Additional Image Set. You can have up to 10 sets per campaign.
- Optional settings: - Use Language Specific Images: upload separate images for each language, for example English and French. - Image Background (Blurry or White): how empty space is filled when an image is fitted to a new shape. - Asset Publishing Rules: Use as Provided, Can be Adapted, or Requires Approval if Updated.
What you'll see. Every required size shows an image. You can now save or submit the campaign.
Tips
- Upload the largest originals you have. The system only makes sizes smaller than what you upload.
- Two styles per campaign work well: one image with text and one clean lifestyle image.
- Uploading a new image with the exact same size and shape as an existing one replaces it, and every size made from it updates automatically.
If something goes wrong
| What you see | What to do |
|---|---|
| Your file is unsupported. | Save the image as JPG or PNG and upload it again. |
| Select at least one location with a language before uploading images. | Choose your stores first (see Choose your stores). |
| Please check your file sizes and try again… | Try a smaller file. If it still fails, email team@engagementagents.com. |
| Reached maximum allowed image sets per campaign | You've hit the 10-set limit. Remove a set you don't need. |
| Something went wrong with the image upload, please try again | Upload again. If it repeats, contact support. |
See also
How image resizing works
What it does. Explains how Engagement Agents turns your uploads into every size each mall asks for, so you don't have to resize anything yourself.
https://guides.engagementagents.com/retailers/videos/slot26.mp4
When to use this. Read it once before your first campaign, or whenever sizes come out missing.
Steps (what the system does for you)
- It removes duplicates. If you upload two images with the same size and shape, only one is kept.
- It picks the closest larger image. For each required size, it uses the upload of the same shape that is nearest in size and larger, then scales it down.
- It never makes an image bigger than the upload, apart from a small allowance (see Fix missing image sizes). That's why your uploads need to be at least as large as the biggest required size for each shape.
- It redoes everything when you change your uploads. Adding or removing an image regenerates every size. If you remove an image that others were made from, the system uses the next closest one. If none fits, that size is removed and shows as missing.
- It updates when your stores change. Adding malls can add new required sizes. If that happens, a banner asks you to click Resize Images.
What you'll see. A full set of generated images that match each mall's rules.
Tips
- Open How Image Generation Works in the image card for the in-app version of this page.
- Before you upload, check the biggest size needed for each shape under Required/Generated Images.
If something goes wrong
| What you see | What to do |
|---|---|
| A size disappeared after you removed an image | Upload a large enough image in that shape. |
| A banner asks you to press Resize Images | Click Resize Images, then save. |
See also
Fix missing image sizes
What it does. Helps you spot and fix sizes the system couldn't make, so the campaign can be submitted.
When to use this. When you see a red-bordered image, the message Required images missing, or a banner asking you to click Resize Images.
https://guides.engagementagents.com/retailers/videos/slot27.mp4
Steps
- Under Required/Generated Images, look for images with a red border. Each one is a required size that is missing.
- Read the size under the red image (for example 1080W x 1920H) and note its shape: square, landscape or portrait.
- Upload an image in that shape that is at least that large.
- If your image is only slightly smaller (up to about 15% short), the system can stretch it. A banner asks you to click Resize Images. Click it.
- Check that no red borders remain, then save or submit.
What you'll see. Every required size is filled and the campaign can be submitted.
Tips
- Portrait sizes for stories and digital signage (for example 1080 × 1920) are the ones most often missing. Keep a tall original ready.
- A slightly stretched image may look soft. Where you can, upload a properly sized original instead.
If something goes wrong
| What you see | What to do |
|---|---|
| Required images missing when you submit | Fix every red-bordered image (steps 1–3). |
| Width and Height cannot exceed N pixels. | Your image is too large. Resize it below the limit shown and upload again. |
| A red border stays after you upload | The new image is the wrong shape or too small. Check its size against the label. |
See also
Good to know. A red border means a required image size is missing. If an image is close to the right size, you'll see a Resize Images prompt that fixes it for you in one click.
Add videos, GIFs and PDFs
What it does. Shares extra creative with malls (animated GIFs, videos, PDFs) exactly as you upload it.
When to use this. When you have motion or print-ready files, or when you switch off images and send creative as files instead.
https://guides.engagementagents.com/retailers/videos/slot28.mp4
Steps
- In Assets, go to Attachments.
- Click Upload and choose your files.
- To remove a file, delete it and confirm Delete this attachment? You'll need to upload it again to undo this.
What you'll see. Your files are listed and will go to every mall in the campaign.
Tips
- Attachments are sent as they are. They aren't resized, converted or optimised, so make sure they're final.
- There's no strict file-type or size limit, but keep files easy to open and download on any device.
- Use clear file names, for example
BlackFriday-2026-Signage-1080x1920.mp4.
If something goes wrong
| What you see | What to do |
|---|---|
| You must still include at least one file under "Attach Documents"… | You switched images off. Add at least one attachment so malls have creative to post. |
| Malls say a file won't open | Re-export it in a common format (MP4, PDF, GIF) and replace it. |
See also
Fix rejected or blurry images
What it does. Helps you prevent and fix image problems that make malls decline a campaign.
When to use this. When a mall declines because of image quality, or before an important campaign.
https://guides.engagementagents.com/retailers/videos/slot29.mp4
Steps
- Open the campaign and check the decline reason under See which malls approved.
- Check the image size. A soft or blurry image usually means the upload was smaller than the mall's size and had to be stretched.
- Upload a larger original in the same shape. Images with the exact same size and shape replace the old one, and its generated sizes update.
- If the mall's rules say "no text on images", add a clean lifestyle image set without text.
- If you changed images after the campaign was submitted, click Update so malls get the new version.
What you'll see. Sharp images at every size, and fewer declines.
Tips
- Turning images off entirely makes declines more likely.
- Pick Can be Adapted under Asset Publishing Rules so malls can crop or reformat small things without asking you.
If something goes wrong
| What you see | What to do |
|---|---|
| A mall says the image is blurry | Upload a larger original (step 3), then click Update. |
| A mall needs a size you don't see | The mall's size settings may be out of date. Email team@engagementagents.com. |
See also
Need a hand? If an image keeps getting rejected, send it to your EA Customer Success contact and we'll help you get it right.
Part V · Track approvals
See who said yes, follow up on pending centers and respond to declines.
In this part
See which malls approved
What it does. See each mall's response and follow up.
When to use it. Daily for the first 72 hours after submitting.
https://guides.engagementagents.com/retailers/videos/slot30.mp4
Steps
- In the list, check the Approval % and Approvals Breakdown columns. Open Report, or the campaign's approvals page.
- Use the tabs Sent, Approved, Pending and Declined.
- For a Declined location, read the reason, then reply to the decline email or fix the campaign and click Update.
- For Pending locations, use Follow Up / Send Follow Up Email. EA also sends automatic reminders.
- Use Export for a status file.
What you'll see. You know where the campaign is live.
Tips: Your first 1–3 campaigns usually come in lower while mall contacts get used to EA.
If something goes wrong: If many malls decline, check your copy and image rules (Write your campaign text, Add images and submit).
See also
Good to know. Engagement Agents sends malls friendly reminders automatically while a campaign is waiting for review, so you don't have to chase them yourself.
Pending centers, reminders and follow-ups
Pending means the center hasn't approved or declined yet.
What happens automatically
- Every pending contact gets reminder emails until the campaign ends or they respond. How often is your choice: your account has a reminder frequency, in hours, for each kind of reminder (for example 12, 24, 48, 72 or 168 hours).
- Unless you choose otherwise, unanswered new campaigns are reminded every 48 hours, and changes, extensions and removals every 24 hours.
- To change your schedule, email team@engagementagents.com and tell us the frequency you'd like.
- Centers can also Snooze reminders for a while, or until the post date.
- You can confirm that every email and reminder was delivered on your campaign's page.
If a center is still pending after the post date, we recommend a personal follow-up. Choose one:
- We draft, you send. We write a short check-in email; you approve it and we send it from you, copying ourselves.
- We send for you. We contact the pending centers directly and copy you.
Just email team@engagementagents.com with the campaign name and your choice.
Time-critical campaign? Tell us when you submit it, and we'll keep a closer eye on pending centers.
See Figure 05-01.
See also
Respond to a decline
When a center declines, it must give a reason. The decline email goes to the person who submitted the campaign and includes the center name, the contact and the reason.
What to do
- Read the reason. Some are simply for your information (for example, no space on a particular channel this week).
- If you'd like to discuss it, reply to the email. It reaches the center contact directly.
- Prefer us to handle it? Forward the email to team@engagementagents.com. We'll advise you or contact the center for you.
You can see every decline reason at any time by clicking the red Declined count on your campaign.
See also
Share a public campaign or memo page
What it does. Every campaign, job post and memo has a review page that mall or store contacts open from their email without logging in. There they can review the content and approve, decline or ask for edits.
https://guides.engagementagents.com/retailers/videos/slot31.mp4
When to use this. To understand what malls see, or to resend a link to a contact who lost their email.
Steps (what the contact does)
- Open the link in the email.
- Review the text, images and dates.
- Choose Approved or Declined, or Request Edits with a comment. For memos, answer the questions too.
What you'll see. The brand's report updates with the contact's response.
Tips
- Links are unique to each contact. Don't forward them to other people.
- If the content changed after the link was sent, the page shows Hold up! A change has occurred and loads the latest version.
If something goes wrong
| What the contact sees | What it means |
|---|---|
| This campaign has been cancelled | The brand cancelled it. The contact should remove any posted content and click Confirm Deletion. |
| Nothing to review | Everything has already been answered. |
| An "invalid link" page | The link is wrong or expired. Send a fresh link from the report. |
See also
Part VI · See your results
Reports, results and what's coming next.
In this part
Your automatic campaign reports
You don't have to remember to check. We email results to the person who submitted each campaign.
| When | What you receive |
|---|---|
| 48 hours after sending | First results: approved, pending and declined centers |
| Mid-way through the campaign | Progress update, including approved channels |
| After the campaign ends | Final results for every center |
| Near the end of your last active campaign | A reminder to submit your next one |
You can also check results live, any time, on the campaign's page and under Reports → Marketing Campaigns.
See also
See campaign results
What it does. Shows, store by store, how malls have responded to your marketing campaigns.
When to use it. Weekly, after a big campaign, and before a review meeting with a retailer.
https://guides.engagementagents.com/retailers/videos/slot44.mp4
Steps
- In the left menu, click Reports, then Marketing Campaigns (app.engagementagents.com/reports/marketing-campaigns).
- Each row is one of your stores. Read the store, mall, Last Campaign Sent, Last Action and Response Time in Hours columns.
- Compare Your Approval % of Last 5 Campaigns with Overall Approval % of Last 5 Campaigns, and Your Ongoing Average Approval % with Overall Ongoing Average Campaign Approval %.
- Click a Sent, Approved, Pending or Declined count to see the campaigns behind it.
- Click Export to download the report.
What you'll see. Your Last 5 Campaign Results shows a small chart for each store: green means promoted, red means not promoted.
Tips
- Switch on Show Closed/No Marketing Stores to see every store, not just active ones.
- A mall with a low overall rate is a mall-side issue. A low rate only for you is worth a closer look at your content.
If something goes wrong
| What you see | What to do |
|---|---|
| Export doesn't download | Exports may arrive by email. If you see Failed to export…, try again later. |
| A store is missing | It may be closed or its mall may not support marketing. Use Show Closed/No Marketing Stores. |
See also
See results for jobs, memos and opportunities
What it does. The same kind of report for job posts, mall memos, store memos and incoming opportunities from malls.
When to use it. To follow up on a job post or memo, or to see which malls send you marketing opportunities.
https://guides.engagementagents.com/retailers/videos/slot45.mp4
Steps
- Go to Reports and choose Recruitment Campaigns, Mall Memos, Store Memos or Incoming Opportunities.
- For memos, compare Your Approval % of Last 5 Memos with the overall rate. Store memos also show the Store Manager Name and Store Manager Email.
- For opportunities, check Number of Opportunities Received and Last Opportunity Received.
- Click a count to see the details, or Export to download.
What you'll see. One row per store or mall, with the latest response and how quickly it came.
Tips
- Use Show Closed/No Mall Memo Stores on the mall memo report to include every store.
If something goes wrong
| What you see | What to do |
|---|---|
| A memo shows no responses | Check the mall contacts (see Find and update mall contacts). |
See also
Tip. Click Visit on any row to open that mall's website in a new tab.
Insights and services on the way
PREMIUM adds deeper insight and hands-on media services. These are being built into the platform now.
Intelligence Hub
See competitor campaigns across your shopping centers, which ad formats and channels perform best, and how each mall performs.
Custom reporting
Dashboards and monthly reports built around the measures your team cares about.
Paid mall media
Plan, book and report paid placements (digital screens, directories, large-format boards and center email) across your portfolio, with proof of placement from every mall. Available today as a managed service.
Social channel reach
Extend your campaigns into paid social and location-targeted apps and websites.
On-demand help
Ask us to resize images, draft a campaign or build a custom report whenever you need it.
Interested in any of these? Ask your Customer Success Manager.
See also
Part VII · Your shopping centers and contacts
Introductions, replies, missing contacts and team changes.
In this part
Your shopping center introduction email
Before your first campaign, every shopping center receives a short introduction email from your brand. It gives formal notice that your campaigns now arrive through Engagement Agents.
What the email does
- Announces the change, in your voice and from your email address.
- Asks the center to add @mail.engagementagents.com and your domain to its safe senders.
- Confirms who should receive your campaigns, or asks the center to complete a short form with its marketing contacts and image sizes.
- Lets the center know store managers will stop sending campaigns separately, to avoid duplicate work.
What we need from you
- Choose one sender. If others on your team will also send campaigns, we'll name them in the email.
- Review the wording in the Shopping center introduction email: approval form. Edit anything you like.
- Tell us if any region needs the email in another language. Send your translated version, or approve the English one.
- Send it back to us. We personalize it for every center and send it.
After it's sent. Replies come to the sender's inbox and to our team. Contact details and image sizes come straight to us, and we load them for you.
See also
How shopping center replies reach you
Every reply to a campaign or email sent through Engagement Agents comes to you and to our team. You'll notice the center's address shows @mail.engagementagents.com; that's how we keep a copy and a full history.
Who answers what
- Platform, process and contact questions: we answer for you and copy you, so you're always in the loop.
- Questions about your offer, products or stores: reply to the center yourself, or tell us the answer and we'll reply for you and copy you.
You never need to forward replies to us. We already have them. If something needs your input, we'll ask.
See also
When a shopping center contact is missing
Occasionally we can't find the right marketing contact for a center straight away. We search center websites, contact forms and phone lines until we do.
What you'll receive. A short report listing any centers still missing a contact.
How you can help
- Check whether your team already has a contact for those centers.
- Ask your local store managers. They often know the center's marketing team.
- Send anything you find to team@engagementagents.com.
Until a contact is confirmed, that center can't receive your campaigns. As soon as it is, the center gets every active campaign straight away.
See also
When your team changes
When someone joins or leaves your team, tell us. We'll update your accounts and let every center know who to expect campaigns from.
What to do
- Email team@engagementagents.com with who is joining, who is leaving and the date.
- Complete the Contact change form. It updates the email we send to your centers.
- We create or close user accounts and send the update to every center from your new contact.
See also
Part VIII · Notifications
Notices from us inside the portal.
In this part
Check your notifications
What it does. The bell opens a drawer of platform notices: deadlines, holidays, opportunities, report updates and admin messages.
When to use it. Check it daily, especially before planning holiday campaigns.
https://guides.engagementagents.com/retailers/videos/slot51.mp4
Steps
- Click the Notifications bell. The badge shows your unread count.
- Choose a tab: All, Global, Deadline, Holiday, Opportunities, Report updates or Admin.
- Open a notice to read it.
- Click Dismiss all to clear the drawer. When it is empty you will see You're all caught up!
What you'll see. You are up to date on deadlines and opportunities.
Tips
- Deadline and Holiday notices are created by EA (Post platform notices). They tell you when malls stop accepting holiday content.
- Opportunities shows mall-offered free or paid placements (see Part VIII, Incoming Opportunities).
If something goes wrong
| Message | Fix |
|---|---|
| There was a problem dismissing some of your notifications! | Refresh and try again |
See also
Good to know. The notifications drawer groups messages by tab, such as Global, Deadline, Holiday and Opportunities, so you can focus on what matters today.
Part IX · Jobs and memos
Hiring posts and messages for your centers and stores.
In this part
Post a job (recruitment campaign)
What it does. Sends a hiring post to the malls where your stores are, so they can share it on their channels.
When to use this. When one or more stores are hiring.
Before you start.
- Have the job title, a short description and an application email address or web link ready.
- Only open stores at malls that accept recruitment posts are included.
https://guides.engagementagents.com/retailers/videos/slot33.mp4
Steps
- Go to Communications › Recruitment and click Create.
- Choose the Brand and the Channels (for example social media or website). Your locations appear once both are chosen.
- Select the stores that are hiring.
- Fill in the details: - Campaign Name - Job type (Full Time, Part Time, Contract, Temporary / Seasonal, Internship, Multiple Positions and others) - Email or Job Application URL (required) - Headline, description and social captions - Notes to malls (optional)
- Set the dates in the store's Timezone: - Post no Earlier than: the first day malls may post. - Start Date: when the post goes live. - Unpublish Date: when it comes down.
- Add the image (see Add images to a recruitment campaign) and any tags.
- Click Submit, or Save as Draft to finish later.
What you'll see. The post shows in the recruitment list as Upcoming or Active. Each mall contact gets an email with a review link and can approve or decline it.
Tips
- Keep the post to a month or less. If Start to Unpublish runs longer, you'll see a warning.
- Track approvals under Reports › Recruitment Campaigns.
- To change wording without notifying malls again, our team can make a quiet update.
If something goes wrong
| What you see | What to do |
|---|---|
| Recruitment Campaign form is incomplete or invalid! | Fix the fields marked in red. The application link must be a valid email or URL. |
| No locations show | Choose both Brand and Channels first. |
| A store is missing from the list | It may be closed, or its mall may not accept recruitment posts. Contact support. |
See also
Good to know. On the form the end date is called Unpublish Date. In lists and reports the same date appears as End Date.
Add images to a recruitment campaign
What it does. Adds the hiring image for a job post. It is resized for each mall in the same way as campaign images.
When to use this. When you create a recruitment campaign (see Post a job (recruitment campaign)).
https://guides.engagementagents.com/retailers/videos/slot34.mp4
Steps
- In your recruitment campaign, go to the image section, labelled Recruitment.
- Upload JPG or PNG images in the shapes you need. Large originals work best.
- Check Required/Generated Images and fix any red-bordered sizes (see Fix missing image sizes).
What you'll see. All required sizes are filled for the malls in your job post.
Tips
- A simple "Now hiring" image with your logo and little text resizes best.
- Put the job details in the description, not in the image, so malls can adapt them.
If something goes wrong
| What you see | What to do |
|---|---|
| Recruitment Campaign form is incomplete or invalid! | Look for red fields or red-bordered images and fix them. |
| Your file is unsupported. | Use JPG or PNG. |
See also
Send a memo to malls
What it does. Sends an announcement or request to the mall teams where you have stores, for example a store opening, a renovation notice or a request for information. You can ask questions and collect answers.
When to use this. When you need mall management to know something or reply, rather than post something publicly.
https://guides.engagementagents.com/retailers/videos/slot35.mp4
Steps
- Go to Communications › Mall Memos and click Create.
- Choose the Brand and the stores. Number of Locations shows how many malls will receive it.
- Write the Memo Subject and Description.
- Optional: add files under Assets.
- Optional: add questions. - Type a question and pick a Question Type: Open Ended (free text) or Selection (use Add Option for each choice). - Click Add Question. Use Replace Question or Remove to change it.
- Set the Timezone, then: - Review by Date: on or before the Start Date. - Start Date - End Date
- Add Memo Tags if your team uses them. Then click Submit, or Save as Draft.
What you'll see. The memo shows as Upcoming or Active. Each mall contact gets an email link and replies with Approved or Declined, plus their answers.
Tips
- Keep memos to a month or less. Longer runs show a warning.
- If you change the Start Date, any Review by Date before it is cleared and you'll be asked to pick again.
- Use Duplicate to send a similar memo quickly. Use Export on the list to download answers.
If something goes wrong
| What you see | What to do |
|---|---|
| Mall Memo form is incomplete or invalid! | Fix the fields marked in red. |
| Please enter a question to add | Type the question text before clicking Add Question. |
| We cleared … Select a date on or after the new … | Your Start Date moved. Pick the cleared dates again. |
| You can't submit and your account is still onboarding | Finish onboarding first, or ask our team. |
See also
Which memo should I use? Send a mall memo to share news with mall management. Send a store memo to reach your own store teams.
Send a memo to stores
What it does. Sends a memo about specific stores, for example a store-level request or update, and collects a reply for each store.
When to use this. When the message or question concerns individual stores rather than the mall as a whole.
https://guides.engagementagents.com/retailers/videos/slot36.mp4
Steps
- Go to Communications › Store Memos and click Create.
- Follow the same form as a mall memo: Brand, stores, Memo Subject, Description, Assets, questions, Timezone, Review by Date, Start Date and End Date.
- Click Submit, or Save as Draft.
What you'll see. Each store shows Pending, Approved or Declined. Contacts get reminder emails if they haven't replied, on the retailer's reminder frequency (set in hours per reminder type; by default every 48 hours for a new item and every 24 hours for changes).
Tips
- Use Export to download every store's answers in one file.
- Expire ends a memo early. It shows as Manually Expired.
If something goes wrong
| What you see | What to do |
|---|---|
| Store Memo form is incomplete or invalid! | Fix the fields marked in red. |
| A store stays Pending | Reminders go out automatically. If it's urgent, contact the store directly. |
See also
Part X · Templates and checklists
Copy, fill in and send.
In this part
Store list template
Send us one spreadsheet with every store. Download the template (Store-List-Template.xlsx, included with this kit) or use your own file with these columns.
| Column | Example | Required |
|---|---|---|
| Brand | Your Brand | Yes |
| Store number | 101 | Yes |
| Store name | Your Brand – Northgate Centre | Yes |
| Shopping center | Northgate Centre | If known |
| Street address | 100 Main Street, Unit 12 | Yes |
| City | Springfield | Yes |
| State or province | IL | Yes |
| ZIP or postal code | 62701 | Yes |
| Country | United States | Yes |
| Store status | Open, Opening soon, Closing | Yes |
| Opening or closing date | 2026-11-01 | If applicable |
| Store manager email | store101@yourbrand.com | Optional |
| Center marketing contact (name, email) | If you have one | Optional |
| Languages needed | English, French | If not English only |
| Tags | Region: West; Outlet | Optional |
Tip. Include every brand and banner in one file. We'll check it against our records and send you any questions.
See also
Shopping center introduction email: approval form
Review this email, make any changes, fill in the highlighted details and send it back to us. Fields in [[double brackets]] are filled in by us for each center. A Word version (Intro-Email-Approval-Form.docx) is included with this kit.
Sender: name, title and email address of the person it comes from. Also sending campaigns: names of anyone else on your team who will send campaigns. Language(s): English only, or attach translations.
Subject: [[Brand]] campaigns are now coming through Engagement Agents
Hi [[ContactFirstName]],
I hope all is well. My name is [Your name], [Your title] at [[Brand]].
We've partnered with Engagement Agents to send our marketing campaigns to all of our shopping centers. It means our campaigns will reach you consistent, current and correct, and it helps us drive more traffic and sales to [[CenterName]] and our store. Please treat this email as formal notice.
To make sure our campaigns reach you, please add @mail.engagementagents.com and @[your domain] to your safe senders list.
Here are the contacts we have on file to receive our campaigns: [[ContactTable]]. If anything has changed, please reply to let us know. (For centers where we don't have a contact yet, this line asks the center to complete a short form instead.)
We'll also let our store managers know they no longer need to send campaigns to you, to save everyone duplicate work.
If you have any questions, please let me know.
Thank you, [Your name]
Approve by replying to your Customer Success Manager with "Approved" or your edits.
See also
Contact change form
Use this when someone on your team takes over sending campaigns. A Word version (Contact-Change-Form.docx) is included with this kit.
| Detail | Your answer |
|---|---|
| New contact: name, title, email | |
| Contact being replaced: name, email | |
| Effective date | |
| Centers affected | All, or list them |
| Create a user account for the new contact? | Yes / No |
| Close the previous contact's account? | Yes / No |
The email we send to your centers, from your new contact:
Hi [[ContactFirstName]],
My name is [New name], [Title] at [[Brand]], and I'm your new contact for retail marketing, center events and partnership opportunities. I'm taking over from [Previous contact], so please update your records.
Our campaigns will continue to come to you through Engagement Agents. Here are the contacts we have on file to receive them: [[ContactTable]]. If anything has changed, please reply to let us know.
If you have questions about creative or campaign timing, please contact me directly.
Thank you, [New name]
See also
Before your first campaign
- ☐ Signed in and set your own password
- ☐ Our addresses added to your safe senders list
- ☐ Master store list sent
- ☐ Introduction email approved and sender chosen
- ☐ Your Customer Success Manager has confirmed sending is switched on
- ☐ Campaign headline (under 50 characters) and description ready
- ☐ Square, landscape and portrait images ready (JPG, RGB)
- ☐ Start date at least 48 to 72 hours away
See also
Every campaign
- ☐ Right campaign type (Sales/Promo, New Arrivals, Events or Loyalty)
- ☐ Dates checked: Send Date, Post No Earlier Than, Start and End
- ☐ Stores selected (use tags to speed this up)
- ☐ Headline, description, terms and Note to Mall written
- ☐ Second-language fields complete for bilingual stores
- ☐ Two image sets: one with text, one without; all image cards green or yellow
- ☐ Preview checked, then submitted
- ☐ Two days later: pending centers reviewed
See also
Every month
- ☐ At least one campaign active at all times
- ☐ Results reviewed and shared with your team
- ☐ Store openings, closings and moves sent to us
- ☐ Team changes sent to us
- ☐ Next month's campaign calendar lined up
See also
Part XI · Frequently asked questions
Quick answers to what new retailers ask most.
In this part
Frequently asked questions
Getting started
Can I sign in before my centers have been told? Yes. You can sign in and explore as soon as your password arrives. Sending is switched on once your introduction email has gone out.
Who will we receive emails from? See Add our addresses to your safe senders list.
Do we need to write new copy for Engagement Agents? No. Most brands paste in the headline and description they've already written. Keep the headline under 50 characters and put any terms in the description.
Campaigns
Can we run more than one campaign at the same time? Yes. There's no limit. Submit each offer as its own campaign with the same or overlapping dates, and centers can feature them side by side.
How far ahead should we submit? 48 to 72 hours before the start date is ideal. Earlier is always welcome. Running late? Submit anyway: many centers post the same day.
When is my campaign sent to centers? Shortly after you submit it. To send it later, choose a Send Date.
Can we hold back the social posts for a day? Social fields can't be removed from a campaign today. Add a line to Note to Mall, for example "Please post on social media from Friday", and centers will follow it.
Can we change a campaign after submitting it? Yes, right up to the day it goes live. Open it, make your changes and click Update. Centers that have already approved get an update email listing the changes. Pending centers simply see the latest version when they open the campaign.
Do we have to fill in the French fields? Yes, when you select bilingual stores. The form shows a language toggle automatically. Add the headline, description and images in each language. If your images have no text, turn off Use Language Specific Images.
Images
What image sizes and formats do you need? Three shapes, square, landscape and portrait, as JPG (or PNG), RGB, 72 dpi or higher. See Image specs at a glance.
Why are some image cards yellow? We've enlarged a smaller image to fit. You can still submit, but a larger upload looks sharper.
Approvals and centers
Why are some centers still pending? Centers can be busy. They get reminders on your reminder schedule (every 48 hours unless you've chosen otherwise). If they're still pending after the post date, ask us to follow up. See Pending centers, reminders and follow-ups.
Centers are replying to me. Do I need to forward their emails to you? No. We receive every reply too. We answer process questions and copy you; we'll ask you about anything only you can answer.
A center asked whether our offer is valid at their store. Who replies? You can reply directly, or tell us the answer and we'll reply for you.
Why is our approval rate lower on our first campaigns? It's normal for the first one to three campaigns. See Your first campaigns: what to expect.
A center has no contact. What happens? We keep searching and send you a short report. See When a shopping center contact is missing.
Account
How do I reset my password? Click Forgot password? on the sign-in page and follow the email, or contact team@engagementagents.com.
How do I add a colleague or group stores into regions? Email team@engagementagents.com. We'll create the account or set up the tags for you.
Someone on our team has left. What do we do? See When your team changes.
See also
Look it up
Statuses, messages, words we use, and how to reach us.
In this part
What statuses and colours mean
| Status | What it means |
|---|---|
| Draft | Saved but not sent to malls |
| Upcoming | Approved or sent, and not started yet |
| Active | Running now |
| Expired | The end date has passed |
| Pending Approval | Waiting for the mall's answer |
| Approved | The mall said yes |
| Declined | The mall said no; check the reason |
| Posted to Portal | EA posted it on the mall's own system for you |
| Suspended | Paused, for example a cancelled reminder |
| Deleted | Removed; kept only for history |
| Open / Closed / Temp Closed | A store's or mall's trading status |
| Coming Soon / Closing Soon | A store about to open or close |
Mall to-do labels: New Campaign, Change Needed, Removal Needed and Actioned tell the mall what to do next.
Image cards: see Fix missing image sizes for what each image card colour means.
See also
Error messages and system pages
| What you see | What it means | What to do |
|---|---|---|
| No permission | Your role can't open this page | Ask your Brand Admin for access |
| Sorry, page not found! | The address is wrong or the item is gone | Check the address, or go to app.engagementagents.com to return to your Dashboard. |
| 500 Internal server error | Something failed on our side | Try again later |
| New Property Contact Required | A mall link was turned off because that contact left | Forward the email to team@engagementagents.com with the new contact's name |
| Invalid URL | The link is broken or was copied wrongly | Forward the email to team@engagementagents.com |
| Engagement Agents is currently under maintenance | Planned maintenance | Check back in a couple of hours |
| Form is incomplete or invalid! | A required field is missing | Fill in the fields marked in red |
| Your file is unsupported. | Wrong file type | Use PNG or JPG for images |
| Couldn't sync your data — network connection issue. | Your connection dropped | Check your connection and try again |
Get help
Email us any time: team@engagementagents.com. Include the campaign name and a screenshot if you can.
Your Customer Success Manager is there for setup, training and anything about your account.
Prefer to talk? Ask for a call or a refresher walkthrough for your team. We're happy to help.
Share your ideas. We're always improving the platform. Tell us what would make it easier for your team.