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Inbound Sub-campaigns

Inbound sub-campaigns are designed to give customers the opportunity to respond to and interact with a script or agent. Through the inbound sub-campaign, the responses and interactions, via voice calls, a text message, or hits to a URL, are captured and stored.

You have three inbound sub-campaign options:

  • Voice - used for voice interactions over the phone.
  • Text - used for two-way interactions (between a customer and a script) involving short codes.
  • Web - used when you want to provide a clickable link in the text message, which then takes customers to a personalized web page. In some cases, depending on the account, the customers are asked to provide information you want to capture, such as phone number, email address, opt-in/opt-out preferences, etc.
Important
Only one inbound sub-campaign can be running for a given campaign.

Naming and Labeling

  • Inbound sub-campaigns are automatically named by the system, using the following formats:
    • Recreated daily and weekly: Inb_<inboundNumber>_MMMdd_yy_v<version>, for example Inb_7818909090_Sep18_13_v11
    • Recreated monthly: Inb_<inboundNumber>_MMM_yy_v<version>, for example Inb_7818909090_Sep_13_v11
  • Optionally, you can define a label to help you better identify and manage your inbound sub-campaigns. Once defined, the label (up to 16 characters) is added to the sub-campaign name between the name and the phone number. The sample name could appear as Inb_SpecialOffer_7818972500_Sep_13_v11

Timing

  • Inbound sub-campaigns run indefinitely (unless manually stopped) and are automatically restarted at the beginning of each day, week or month as defined in the set up. Existing sub-campaigns which were designed to restart monthly will continue to restart monthly.
  • The restart time is midnight of the time zone in which the account exists.
  • When setting up an inbound sub-campaign it is important to consider how long the inbound message should remain active and plan to edit or stop the sub-campaign when the message is no longer relevant.

Create and Run an Inbound Sub-campaign

Before you create and run a new inbound sub-campaign, you must:

  • Request an inbound number, short-code - keyword, or URL (depending upon channel) from your Genesys representative.
  • Create and import the script for the sub-campaign. In many cases, your Genesys representative will do this for you.
  • Define the agent group that will accept the calls, if you're running an inbound voice sub-campaign.
  • Create the campaign that the sub-campaign will run under.

Inbound Voice Sub-campaign

Use an inbound voice sub-campaign if you want customers to reach out to your agents by phone.

To create an inbound voice sub-campaign:

  1. From the Campaign menu select the campaign strategy for the inbound sub-campaign.
  2. From the Script menu, select the script to be used.
  3. From the Inbound Number menu, select the inbound number to be used.
  4. Select an agent group from the Agent Group menu, if applicable.
  5. If desired, enter a label in the Label field. A label of up to 16 characters will be added to the sub-campaign name.
  6. Click Save Sub-campaign.

Inbound Text Sub-campaign

Use an inbound text sub-campaign for interactions that involve short codes. For example, customers who text Joe's Clothing Store using the short code "stop" will no longer receive coupons and sales alerts via SMS.

The SMS script handles the interactions, which are then stored in Engage reports.

To create an inbound text sub-campaign:

  1. On the Campaigns tabbed page, click New -> Inbound Sub-campaign. The New Inbound Sub-campaign page appears.
  2. From the Channel Type: options, select Text.
  3. From the Campaign menu, select the campaign strategy for the inbound sub-campaign.
  4. From the Script menu, select the script to be used.
  5. If you select an SMS script template, the Edit SMS button will appear, allowing you to create the message content for that script. Click Save when you're done to generate the script from that template. See Self-serve SMS Campaigns for more information.
  6. From the Short Code - Keyword list, select the short code(s) and/or keyword(s) to be used. Selecting one (or more) from the list creates a new sub-campaign for each of those selected.
  7. Select an agent group from the Agent Group menu, if applicable.
  8. If desired, enter a label in the Label field. A label of up to 16 characters will be added to the sub-campaign name.
  9. Click Save Sub-campaign.
Important
When you click Save Sub-campaign, the system begins to accept inbound messages immediately.

Inbound Web Sub-campaign

If you ask customers to click a URL provided in the text message, you would set up a inbound web sub-campaign. When customers click the URL, they'll go directly to a web landing page, where they can view personalized information or, if enabled, provide information you want to capture, such as phone number, email address, opt-in/opt-out preferences, etc. Once the information is captured and the customer clicks 'Submit', the contents of the web form are sent to and processed by the web script and the results are stored in Engage reports.

To create an inbound web sub-campaign:

  1. On the Campaigns tabbed page, click New -> Inbound Sub-campaign. The New Inbound Sub-campaign page appears.
  2. From the Channel Type options, select Web.
  3. From the Campaign menu, select the campaign strategy for the inbound sub-campaign.
  4. From the Script menu, select the script to be used.
  5. From the URL menu, select the URL to be used.
  6. If desired, enter a label in the Label field. A label of up to 16 characters will be added to the sub-campaign name.
  7. Click Save Sub-campaign.

Manage and Edit an Inbound Sub-campaign

You can manage an inbound sub-campaign the same way you would manage an outbound sub-campaign. For more information, visit the Outbound Sub-campaigns page.

If editing an active inbound campaign, you must stop the campaign first and then make the changes and save the campaign. At that point, a new sub-campaign is created and begins to run.

To edit a sub-campaign, including the inbound message and the script, while it is running:

  1. On the Campaigns > Show All page, go to the Actions menu next to the name of the sub-campaign you want to edit and click Stop.
  2. From the Campaign menu bar, select Edit. The Edit Sub-campaign page appears.
  3. Edit the fields as required.
  4. Click Save Sub-campaign. The edited sub-campaign begins to run immediately.

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This page was last modified on 17 August 2017, at 06:31.