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Overview

A campaign is a feature in which an agent plans and carries out the actions needed to achieve one goal, then helps drive results. This page explains the campaigns you can create and how they progress. When you tell the agent your goal and target customers, it sets the entry conditions and creates the messages or notifications to send, including their order. After you review the draft and start the campaign, the agent takes action based on each customer’s situation. Progress and results appear in the same campaign, and you can ask for changes in chat. With the currently available customer engagement campaigns, you can send emails and notifications in response to customer sign-ups, purchases, or product use.

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Examples of Campaigns You Can Create

For example, you can create the following campaigns.
  • Help newly signed-up customers get started by introducing setup and key features.
  • Increase satisfaction and encourage repeat purchases by sending product guidance and related recommendations after a purchase.
  • Encourage continued use by sending guidance to customers who have not used the service for a period of time.
  • Encourage customers who left items in their cart to complete a purchase.
  • Send a survey after a customer uses a feature to collect feedback for improving your product or service.
When you describe a campaign goal in chat, the agent creates a complete draft. You can also edit individual campaign steps directly in the canvas. In chat, describe the audience, what you want to send, the timing, and the goal you want to achieve. For example: Onboarding for new customers
Guidance for inactive customers

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The Five Stages of a Campaign

Campaigns progress through the following five stages.
  1. Describe the goal: Tell the agent what you want to achieve in chat.
  2. The agent creates the campaign: The agent plans the target customers, entry conditions, messages, and the order in which to send them.
  3. Review the draft and start: Review the campaign draft and test results, then approve and start it.
  4. The agent runs the campaign: The agent sends emails or notifications to customers who meet the entry conditions.
  5. Analyze and improve results: Analyze progress and goal completion, then ask for changes in chat when needed.
The agent creates and runs campaigns. You review content sent externally and approve, start, or pause the campaign.

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Manage a Campaign from the Agents Screen

Open an existing campaign from Campaigns on the Agents screen. When you open a campaign, you can review its current settings and results, then use these four areas.
  • Activity: Shows the number of customers who entered the campaign, their response to messages, and goal completion.
  • Settings: Sets the goal, target customers, sender, and campaign steps.
  • Tasks: Lets you ask the agent to summarize results or change the campaign.
  • Status toggle: Starts or pauses the campaign.

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Review the Draft Before Starting

Approving an agent-created campaign draft does not start the campaign. Before you start, review the goal, target customers, externally sent content, sender, and campaign steps. Approving a campaign saves the draft. To begin sending to customers, start the campaign separately after approval. The following pages explain campaign progress and how to use customer engagement.