Overview
An SMS, or text, Campaign will send out SMS messages to all the Leads inserted by the associated Workflow Automation. Please contact Support to enable this feature on your Account.
Contents:
- Create an SMS Template
- Create an SMS Campaign
- Change an Existing Campaign to an SMS Campaign
- SMS Campaign Settings vs Other Campaign Settings
- Configure the SMS Campaign
- Link an SMS Template to an SMS Campaign in Workflow Automation
- To Edit a Workflow
Create an SMS Template
1.) Click the Account main menu.
2.) Click the SMS Templates menu option.
The Manage SMS Templates page will open.
3.) Click the blue Add SMS Template button.
The Create an SMS Template page will open.
4.) In the SMS Template Information section, enter a Name for the SMS Template in the Name field.
5.) Type the message for the SMS in the Body of the SMS Message.
- To add personalized Lead information into the body of the SMS Message:
- In the Body text field of the Body section, start typing the message for your SMS.
- With your cursor in the Body text field (the box will be outlined blue), select a Form Field to insert into the message from the Insert Field drop-down in the SMS Template Information section above the Body section.
6.) After selecting a Form Field from the drop-down, click the Insert button next to the Insert Field drop-down.
The Form Field will be entered into the Body text field.
- In the example above, the Form Field First Name is entered as {{ first_name }} into the Body text field.
7.) In the Opt In/Out field you need to enter a message that contains the words STOP and HELP in order to be compliant.
Note: If either STOP or HELP is undetected, it will revert to the default template for this field: "Reply STOP to stop, HELP for more information."
8.) Repeat these steps for any Form Field needed in the SMS Message.
Note: In the Body section, there are instructions for this process.
Note: If sending an SMS that is more than 160 characters, the system will split the SMS into multiple SMS Messages. This is troublesome because all messages need to have the Brand Name and Opt-Out message to remain compliant.
9.) Click the blue Add SMS Template button.
Create an SMS Campaign
After setting up a Template, you need to create an SMS Campaign to use the SMS Template with. To do this, you need to create a new Campaign or change the Campaign Type for an existing Campaign.
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Click the Add Campaign button.
The Create Campaign wizard window will open.
4.) Enter the name of the Campaign.
5.) Select SMS under Campaign Type.
6.) Click the Create Campaign button.
The Create Campaign wizard window will then show additional Campaign Settings.
One of these settings is the Linked Campaign Registry Campaigns field.
Important: This field will stay blank until you have created a Campaign Registry to link with this SMS Campaign. Your SMS Campaign will default to Inactive Status until a Campaign Registry Campaign is linked in this field.
Note: You can follow along in the Create Campaign wizard window to configure the Campaign by clicking the Next button or skip configuring these settings by clicking the Skip button. Either way, you will be walked through each section of the Campaign that needs to be configured. If you choose not to fill in the rest of these fields, you can still configure those fields on the Campaign Settings page after the Campaign is created.
7.) Click the Apply Changes button.
Change an Existing Campaign to an SMS Campaign
1.) Click the Call Center main menu
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
Note: In the Show Campaigns page, SMS Campaigns won't show Dial Method, Dial Level, or Hopper Load Time since that information is not applicable to this type of Campaign.
3.) Click the name of the Campaign you want to change or use the gearwheel drop-down in the Action column and select the Settings option from the drop-down.
The Campaign Settings page will open.
4.) Select SMS from the drop-down on the General tab in the Campaign General Settings section in the Campaign Type field.
The Linked Campaign Registry Campaign field will appear once the SMS Campaign Type is selected.
5.) If you have a Campaign Registry Campaign, select it in the Linked Campaign Registry Campaign. Otherwise, you can link a new Campaign Registry Campaign later on when you are ready to Activate your SMS Campaign.
5.) Click the Apply Changes button.
SMS Campaign Settings Vs. Other Campaign Settings
An SMS Campaign will have different sets of tabs compared to a regular Campaign.
An SMS Campaign will not have the Outbound Settings, Inbound Settings, Call Routing & Analysis, Auto Logout tabs, or the Advanced Configuration drop-down menu.
Instead, the SMS Campaign will have an SMS tab and an SMS Routing tab.
Note: Once the Campaign Type has been set to SMS, you cannot change it to any other Type.
The Hopper tab for an SMS Campaign has minimal options compared to any other Campaign Type.
There is no control over the Hopper Level or Load Time, and you cannot use the Auto-Hopper.
In an SMS Campaign, the only control over the Hopper is with the Remove Hopper Entries Awaiting field.
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This Hopper setting will remove any remaining messages in the Hopper based on the option selected:
- Greater than 7 days.
- Greater than 24 hours.
Configure the SMS Campaign
General Tab
1.) On the Campaign Settings page, in the General tab, configure the following fields:
- (A) Campaign Name - Name of the SMS Campaign.
- (B) Description - You can add a short description of this SMS Campaign (Optional)
- (C) Campaign Type - You can only set it to SMS.
- (D) Create Lead If Not Found - Setting this to Yes will enable the system to check if the incoming SMS number has not been found. The system will create a new Lead and will save it on the Default List below.
- (E) Status - Set the Campaign as Active or Inactive. The message "At least one Outbound SMS Number is required." This is configured on the ACID tab.
2.) Click the Apply Changes button.
SMS Tab
3.) Configure the fields in the SMS Settings section of the SMS tab.
- (A) Successful - The status to set the contact when the message was sent successfully.
- (B) Unsuccessful -The status to set the contact when the message was not sent successfully.
- (C) No DID Status - The status to set the contact when the message was not sent because the DID was not found.
- (D) No Mobile Number - The status to set the contact when the message was not sent because the DID was not a mobile number.
There are Opt-In, Opt-Out, and Help settings below the SMS Settings on the SMS tab of the Campaign Settings page.
- These settings are managed from the Campaign Registry Settings associated with this Campaign.
4.) Click the blue Apply Changes button.
Hours and Schedule Tab
5.) Click the Hours & Schedule tab.
6.) Configure the following fields:
- Start Time
- End Time
- Specific Start Date
- Specific End Date
- Time Zone
7.) Click the blue Apply Changes button.
Link an SMS Template to an SMS Campaign in Workflow Automation
After the Campaign is created and configured, you need to link the SMS Template to the SMS Campaign using Workflow Automation.
Add an SMS Workflow
1.) Click the CRM main menu.
2.) Click the Workflow Automation menu option.
The Show Workflow Automation page will open.
3.) Click the blue Add New Workflow button.
The Add Workflow New Workflow Automation page will open.
- Any new Workflow will be named New Workflow Automation until a name is created and applied in the Workflow General Settings section.
4.) Fill in the fields in the Workflow General Settings section.
5.) Click the Apply Changes button.
6.) In the Events section, click Add Event+ in the box.
The Add Event window will open.
Note: For more details about different Event Types and configuring them, see Types of Workflow Events.
7.) Configure your Event and click Save.
8.) Scroll down the page to the Actions section.
9.) Click Add Action+ in the box of the Actions section.
The Add Action window will open.
10.) Configure your Action:
- (A) Select SMS from the Action Type drop-down. When SMS is selected, the SMS Campaign fields will appear in the window.
- (B) Select an SMS Campaign from the SMS Campaign drop-down.
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(C) From the box labeled SMS Templates NOT within this campaign, select an SMS Template by clicking the name of the SMS Template you want to use.
- Click the < button in between the boxes to move the SMS Template to the box labeled SMS Templates within this campaign.
Note: If there are multiple templates available you can add more. If there are multiple SMS Templates selected, the system will use the template with the least sent count.
11.) Click the Save button.
To Edit a Workflow
Clicking on an existing Workflow Action opens the Edit Action window, which looks exactly like the Add Action window and operates the same way.
1.) On the Show Workflow Automation page, open a Workflow by clicking the name or using the Action drop-down.
The View Workflow page will open.
2.) Scroll down to the Actions section.
3.) Click the Action in the Actions box.
The Edit Action window will open.
4.) Edit any fields that you need to configure.
5.) Click the Save button.