A Short Message Service (SMS) campaign is a text message that is sent to a large number of contacts, to provide marketing and other important information to customers. A campaign is a focused attempt to contact a certain set of customers based on factors, such as dialing strategies, customer service goals, or regions. Campaign files contain phone numbers and customer information for use on the SmartReach dialing systems. 

SmartReach's Campaign Management functionality works with SmartReach's Contact Manager to let you easily configure highly-customized and regulatory-compliant campaigns based on your contacts' attributes, interaction history, and channel preferences (voice, email, or SMS). 

A contact campaign is a campaign that is created in the Contact Manager editor. A transaction campaign is a file-based campaign created using the Campaigns editor. 

Depending on the configuration, you can create the following types of campaigns; however, this article focuses on creating an SMS campaign:

• SMS
• 10DMT (10-Digit Manual with Transfer)
• Email
• HCI (Human Call Initiator)
• HTI (Human Text Initiator)
• Messaging
• Outbound

  Note

  Only the contacts with the Email and SMS checkboxes selected (on the Channels tab) are included in the email campaign and SMS campaign, respectively.

  

   

Using Contact Manager to Create, Build, and Play an SMS Campaign

The following steps describe how to create, build, and play an SMS campaign through Contact Manager:

Create an SMS Campaign: You must filter your list of contacts to include only those contacts selected for the campaign and then specify the basic and advanced settings. The detailed procedure is described here, and a shortened procedure is described as follows:

1. On the Configure tab of the SmartReach Portal, click Contacts > Contacts.
   The Contacts window appears. 
   
2. On the Contacts tab, use the Search or Advanced Search option to filter the contacts for the SMS campaign.

   Information

   For information about how to filter contacts, see Filtering Contacts.

    
   
   
    
3. Click Make a Campaign. The Create Campaign window appears. To create an SMS campaign, in the Basic tab, specify the campaign type as SMS and provide the information in the other fields. See Campaign Advanced Fields for information about the advanced field options. Click Create.
   

Build and Play an SMS Campaign: Building a campaign takes the file that was uploaded to the SmartReach server and loads it into a table so that it is ready to be sent. After the build process is complete, the campaign is ready for dialing. If a campaign has not been built and is not ready to dial, the Play State column displays a gray star.

To build an SMS campaign, use either of the following options:

1. Click the wrench icon in the Campaign Control columns on the Campaigns page.
   
2. Double-click a campaign to open the Campaign Details window with the Build button.
3. Click the Build button to start the build process. A spinning gray loading icon appears in the Play State column. 
    
4. When a campaign is built and ready to play, the Play State column displays a blue star icon. The Play option allows you to play the SMS campaign.
   

   Information

   To build and immediately play an SMS campaign, click the Play icon within the Campaign Control columns or the Play button from Campaign Details.

   

    

Using the Campaigns Editor to Create, Build, and Play an SMS Campaign

Campaign files contain phone numbers and customer information for use on the LiveVox dialing systems.

1. Navigate to Configure > Campaigns > Campaigns and click the Upload button in the lower-right corner of the campaign manager window. The Upload Campaign window is displayed.
   
   
2. In the Upload Campaign window, select the Basic tab to set the service and campaign-level attributes. Select SMS as the campaign type from the Campaign Type drop-down menu.
3. Click the Campaign File field to navigate to the local directory that contains your upload file. Select the file you want to upload (one at a time) by highlighting the file, and clicking Open, or by double-clicking on the file name. 
4. Select a service from the Service drop-down.
5. Select a dialing strategy for an SMS campaign from the Dial Strategy drop-down.
6. Select the SMS Opt-In message from the Message drop-down. This selected message is used when the SMS campaign is launched for the service. Available LV-standard contact flows are SMS Blast, SMS UAD Opt-In, and SMS UAD Widget.
7. Scrub is a read-only setting that denotes the wireless segmentation option for the selected service. This setting is configured at the Services-level Client editor Setting tab.
8. Select the Advanced tab to enable the segmentation, scheduling, and append settings. See the Advanced Tab for more details about these options.
   Click the Segmentation Template checkbox to enable segmentation, and select an option from the Segmentation Template drop-down to apply a Segmentation template.
9. Click the Allow Append check box to add/append records to active campaigns using the Campaign API. This setting is displayed only when the Allow Append functionality is enabled in the Client Editor > Settings > Advanced Features section. New records can be appended to active campaigns only in Built, Pause, or Play states.

   Information

   An enhanced campaign append functionality is available where the service level dialing sort can be superseded for priority record handling, allowing appended campaign records to be handled with priority over existing campaign records. Contact the LiveVox Customer Care Team to configure append handling with priority.

   For append automation support, contact the LiveVox Customer Care Team.

    
10. To manually control the campaign's dialing, leave the radial button next to On Demand selected. To schedule a campaign's dialing, select the radial button next to Schedule to view available Schedule options. By default, Start Time and End Time values are ASAP and End of Day, respectively. 

    Note

    Scheduled campaign timeframes use military/24 hour time and are based on the Eastern Time Zone.

     
    • To specify either Start Time or End Time, clear the checkboxes to the left of ASAP or End of Day and select the hour and minute from the drop-down menus.
    • If you want the campaign to play the following day, click the Next Day checkbox.
11. Click the Upload button at the bottom of the Upload Campaign window to finish. A message appears in the portal to inform you that the campaign was successfully created.
12. Building a campaign takes the file that was uploaded to the LiveVox server and loads it into a table so that it is ready to be dialed. After the build process is complete, the campaign is ready for dialing. If a campaign has not been built and is not ready to dial, the Play State column displays a gray star. 
    
13. To build an SMS campaign, use either of the following options:
    Look for the wrench icon in the Campaign Control columns on the Campaigns page.
    Double-click a campaign to open the Campaign Details window with the Build button.
    Click the wrench icon or the Build button to start the build process. A spinning gray loading icon appears in the Play State column.
14. Click the wrench icon or the Build button to start the build process. A spinning gray loading icon appears in the Play State column.
15.  When a campaign is built and ready to play, the Play State column displays a blue star icon as the Play option, which allows you to play the SMS campaign. 
    

Additional Information

You can run a campaign on demand or schedule it as follows:

• ASAP - Start the campaign as soon as possible.
• End of Day - The campaign ends by the curfew hours, depletion, or if a manager stops the campaign.