📤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 Networks — for sending messages via messengers and social media platforms

• Email — for sending messages via email

• Calls — for automatically dialing clients

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. Message text (only for Email and Social Networks types) for sending, with the ability to add emojis 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.

1. Interaction mode (only for Call type) — the mode that will be used for outbound activities.

   • Progressive mode — the system automatically dials clients and, if the client answers, transfers the call to a group of operators.

   • Agentless mode — the system automatically dials clients and plays a pre-recorded voice message.

For example, a live campaign that sends a welcome email to all new users registering in the system.

1. Response waiting time — the time the system waits for a client to answer a call. If the client does not respond within the specified time, the dialogue will automatically close. Until then, the dialogue remains in the Open status.

2. Number of initiated dialogues per agent — the number of dialogues that the Dialer can initiate per agent within this campaign. If the number of dialogues exceeds the specified value, the Dialer will not be able to initiate new calls until an agent becomes available.

3. Priority — the priority level at which the campaign will be processed. The higher the number, the more calls the Dialer will initiate for this campaign compared to campaigns with a lower priority.

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.

1. DNC lists — a list of blocked contacts (phone numbers, email addresses, and other communication units) that the Dialer will exclude and will not use for outbound interactions. Multiple lists can be selected within a single campaign.