📤Campaigns

In the Campaigns subsection, you can set up and run different types of campaigns that allow you to automatically make outgoing interactions with customers.

There are two subsections in the Campaigns section:

• Active - displays a list of created and active campaigns;

• Deleted - displays a list of deleted campaigns.

In the Active subsection, you can edit existing campaigns and create new ones.

In the Deleted campaigns section, you can restore deleted campaigns.

1. Name of the Campaign

2. Type: email, social media

3. The list of contacts that is linked to the campaign

4. Total: the number of contacts in the sample for which outgoing interactions within the campaign are possible

5. Callable: contacts that are suitable for outbound activity

6. Planning: contacts that are selected for processing by Dialer and for which outbound interactions are planned

7. Open: contacts for which the outbound activity was successfully completed and are in an incomplete status (waiting for a customer response or being processed by a chatbot/operator)

8. Attempted: contacts for which the maximum number of attempts has been reached

9. Flagged: contacts for which there are no communication units (phone numbers, emails, etc.) suitable for outgoing activities with the corresponding type of conversation

10. Closed: contacts for which the outbound activity was successfully performed and completed

11. Status: active or completed. To launch a campaign, you need to switch it to the active status. You can switch off the campaign manually or it will switch off automatically when all contacts are processed (if the Always active = off setting is set)

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Create/Edit a campaign

When creating a campaign, you need to specify the following parameters:

General

1. Campaign name

2. Campaign type.

There are the following types:

Social media - for sending messages to messengers and social networks

Email - for sending notifications to email

1. Calendar - the time of the campaign. It is within the specified time period that outgoing interactions within the campaign will be carried out.

2. Subject line (only for the Email type). In this field, you can use standard variables (by entering {{) and values from the columns of the contact list (if the contact list was generated by uploading a file). To do this, specify the name of the column to be substituted in the form - {{cl.<column_name>}}.

3. The text of the message to be sent with the possibility of adding emoji and attachments. In this field, you can use standard variables (by entering the {{ symbols) and values from the columns of the contact list (if the contact list was generated by uploading a file). To do this, specify the name of the column to be substituted in the form - {{cl.<column_name>}}.

The use of variables in the subject line and the body of the email allows you to personalise bulk emails, for example, address the customer by name, specify the amount of debt, discount amount, product name, or even send a different message to each customer within the same campaign.

Interaction control

1. Response action - an action to be taken if the customer responds. There are the following types:

   • Transfer to team

   • Custom - a custom event that launches a chatbot script.

To create a chatbot script, you need to contact NovaTalks technical support.

1. Dialogue autoresolve, min - timer for auto-end dialogue if the client does not respond to a successfully sent message. When this time is reached, the dialogue ends.

2. Attempt control - settings for attempt control. It is used in case of unsuccessful outgoing interaction (for example, failure to send, conversation is in the Open status, etc.) to plan the next attempts or close the contact.

3. Max lines - the maximum number of simultaneously active dialogues (dialog status!=resolved) within a campaign.

This setting is used to limit the number of dialogues that are sent and active within a campaign to limit the workload on operators (because after the campaign is sent, customers can unsubscribe to clarify details). When the limit is reached, Dialer will stop sending campaigns and resume them when open dialogues start closing.

1. Max dialogues per minute - the maximum number of dialogues that can be initiated within 1 minute within the campaign.

2. Always running - a parameter depending on which the campaign can/can't be automatically deactivated if all contacts have been contacted and retried. Usually used if the Contact List attached to the campaign provides for automatic uploading of new contacts.

Contact list

1. The list of contacts to be processed by the campaign.

2. Contact columns - the names of the columns from the Contact List that contain contact information for outgoing interactions.

Only those columns that have the same type as the campaign type are available for selection (for example, the Email column is available only for a campaign with the Email type). You can select different columns to be processed by different campaigns. For example, an attempt to send to a work email will be made during working hours and to a home email after hours.