Campaign Manager

Campaign Manager is a powerful broadcast communication tool designed to schedule and send thousands of messages to your audience.

Templates ensure you send the right message every time, while custom parameters allow message content to be personalised, making each recipient feel like they’re receiving a message sent just for them.

Start Sending Now

It’s just 3 steps between you and the power of Campaign Messaging!

1. Upload or create your List of recipients
2. Craft your campaign content
3. Schedule the campaign - or send immediately

Customise Your Experience

There are a ton of features available to customise your Campaign:

• Create and customise templates
• Customise auto-response messages
• Set up forwarding to an email
• Build keyword response workflows
• Set up ’time of day’ sending restrictions
• Seamlessly manage opt-outs
• Callback services and API integration

Navigation

Campaign Manager can be found under ‘Send Messages’ in the side menu.

If it appears ’locked’ in the menu, then it is available to request by clicking the ‘Request This Product’ button.

Once provisioned, you will see the application. From left to right on-screen, the tabs are:

• Campaigns: view previous campaigns and send new ones

  • On arrival, view past and scheduled campaigns in a table
  • Search for previous campaigns by List, message content, status, or batch
  • Click New Campaign to begin crafting a campaign

• Lists: manage lists of recipients including opt-outs and auto-response messages

• Reports: check on the delivery status of campaigns, total opt-outs by campaign, or message volume by month

• Inbox: contains replies and responses

• Settings: configure templates, responses, map prefixes, etc

• API Info: information for those wanting to connect an API and bring in contact lists before sending

• User Volume: insight into who is sending messages from your account, and how much

• Logs: search for user actions such as sending or scheduling, within the account

• Opt-Outs: mobile numbers who have opted-out from a List are captured here against the list they opted-out of

• Keywords: set responses to send when people opt-in via the keywords you set, or create workflows with keywords

New Campaign

Campaigns can be sent to tens of thousands of people at one time! There are a few common steps every time a campaign is sent:

Getting There

1. Click ‘Send Messages’ in the side menu, and select ‘Campaign Manager’

2. Navigate to the Campaigns tab

3. Click ‘New Campaign’ to access the New Campaign page

Campaign Recipients

This is where you will select your recipients.

1. Select whether to upload a new list or use an existing list

   • If uploading a new list, select whether to remove mobile numbers currently opted-out while uploading the list

   • If using an existing list, numbers previously opted-out from this list will not receive this campaign

Message Content

1. Select a template, or type a message

   • If starting from a template, it is possible to then edit the message

2. Incorporate any desired parameters (e.g. %%1%%) if the List has them set up (e.g Parameter 1 = “Andre”)

Sending Settings

1. Select whether to send now - or schedule it for later

2. Select whether to stagger or split your campaign by sending it out to smaller chunks of recipients

3. Select whether to do a last-minute check and filter out numbers who are opted-out at the time of sending

   • If you uploaded a new list AND selected to strip opt-outs, this will be done automatically.

   • Note: Lists will not be updated with any opted-out numbers caught by this just-in-time filtering.

4. Click ‘Send’ or ‘Schedule’ to confirm your Campaign!

Lists

There are two options for sending campaigns; upload new recipients in a List. Or, use an existing list.

Lists are how you broadcast SMS via Campaign Manager; for conversational messaging, please use our Web2SMS application.

Getting Lists Ready

The only detail required for a recipient on a list is a mobile number. However, additional parameters can personalise campaigns.

To begin preparing your list file, either download this CSV template or create your own.

If creating your own:

• Mobile numbers must be in the first (left) column
• Parameter 1, Parameter 2, 3, 4, 5… out to Parameter 6 in the following columns

Visit the CSV formatting section for more information.

Manage Lists

There are many options available to manage Lists of recipients:

Message Content

Select from a template or write a message on the fly.

How to create a template and how to personalise a template is covered in greater detail elsewhere.

• Note: parameters may impact the number of units being sent to each recipient.

If your base message / base template exceeds the number of characters per unit, an alert will display and you will be asked to acknowledge that you are sending more than 1 unit per recipient. More information on character limits and encoding is available.

Templates can be used by all staff with access to the Campaign Manager application the template is saved to.

Templates act as a starting-point for communications at the time of sending.

They are editable by staff members with the permission to send messages.

Templates

1. Navigate to the Settings tab in Campaign Manager

2. In the Template section, click the ‘Add New’ button

3. Enter a memorable Name for your template

4. Write the templated message

5. Click ‘Save’

Edit or Delete

To edit or delete templates you must have the correct permission.

To edit:

1. Navigate to the Settings tab in Campaign Manager

2. Click the blue Edit next to the desired template

3. Make changes

4. Click ‘Save’

To delete:

1. Navigate to the Settings tab in Campaign Manager

2. Click the red Delete to the desired template

3. Confirm

Parameters

Parameters can be used in two ways, one for customising messages to recipients, and the other for helping with reporting and filtering.

1. Use names, dates/times of appointments, or unique links as parameters to efficiently customise templated messages

2. Include labels such as role, location, etc in spare parameters (those not used within a message) to help with reporting later on

Lists can then be created/uploaded with matching parameters. Create your own or download a template CSV to get started. The character limit per parameter is 50.

For Customising Messages

Below is an example for how parameters can bet set up and will be applied in a message:

Example List for Parameter Use

Example: Template

Hi %%1%%, your appointment at %%2%% is on %%3%%. Reply CALL to reschedule.

• %%1%% will be replaced in each message by Tania, Malcolm, Annie, or Gaurav

• %%2%% will be replaced by Edgewater, Tamworth, Pickleberry and Ormiston, etc

Example: Personalised Message

Hi Tania, your appointment at Edgewater is on Sat at 2pm. Reply CALL to reschedule.

It is important to note that parameter content will be of different lengths. The character limit per parameter is 50.

For Reporting

Storing tags or labels against list members / recipients in unused parameters can help with later reporting. For example, you may choose to:

• Use parameters 1, 2, and 3 in a message

• Use parameters 4, 5 or 6 to store data about recipients; employee number, location, role, department, etc

When you later export a CSV with replies these fields can assist with reporting.

Timing of Sending

In the Campaign Settings area of the page, schedule a campaign for later or send it immediately.

Send

• Click ‘Send’

• Messages will be released after a 5-minute grace period.

  • If you would like to send immediately, navigate to the Campaigns tab and click the little ‘Play’ icon in the table row of the Campaign.

Schedule

1. Set ‘Message Timing’ to ‘Schedule’

2. Select the Send Date & Time:

   • Note that the time-selector is in 30-minute increments -

   • It is possible to schedule a campaign at any time; click back into the field and type the desired time.

3. Select the timezone that this date and time should be applied

4. Click ‘Schedule’

Edit or Delete

Edit

Scheduled campaigns can be found in the Campaigns tab. If you cannot view this, navigate away from Campaign Manager (use the side menu) and back again. To make changes:

1. Click the link for the relevant campaign in the ‘Schedule’ column on the table

2. Click the ‘Edit’ button

3. Change the details required

4. Click ‘Save’

Delete

Scheduled campaigns can be found in the Campaigns tab. If you cannot view this, navigate away from Campaign Manager (use the side menu) and back again. To delete a campaign:

1. Click the link for the relevant campaign in the ‘Schedule’ column on the table

2. Click the ‘Delete’ button

3. Confirm

Release Messages Early

If you click the ‘play’ icon in the Action column on the Campaigns tab, it will send the campaign now.

Emergency Delete

Should the need to delete a campaign before it is sent out arise:

1. Navigate away from Campaign Manager using the side menu (e.g. to Mobile Report)

2. Return to Campaign Manager

3. The original Campaign display table will be present; click the date or name of a Campaign.

4. A modal of the campaign details will appear

5. Click ‘Delete’

Auto-Responses

Automatic responses can save you time and ensure recipients are kept well-informed.

Responses can be sent to acknowledge opt-outs, welcome opt-ins, or in response to any reply.

Responses can also be set at the global default (application-wide) level, or custom to a particular list.

Where to Set Responses

There are three locations in Campaign Manager to set automatic responses incoming messages:

• Fallback (Default) Auto-Response Messages in the Settings tab.
• Auto-Responses for a specific List inside a List in the Lists tab. These will override Fallback (default) responses, if set.
• Campaign Auto-Response - when you create a Campaign for a new List. These will override Fallback (default) responses, if set.

Which Will Send?

If auto-responses to a List or a Campaign are set, they will be sent in response to a reply.

The Fallback response will be sent out if neither Campaign or List auto-responses have been set.

Responses for Different Replies

Auto-Responses can be set in the Settings tab for incoming messages, opt-out messages, or opt-ins:

Monitoring Replies

Using the Inbox

The inbox is used to review sent campaigns, and see the content of replies as they come in.

Any keywords that are triggered are also captured and displayed.

Parameters shown in the table were not necessarily used in the sent-message; they are just displayed as they were saved against the recipient/member of the List.

It is not possible to reply to messages directly from the Inbox.

If someone requests to be opted-out (without using the correct term to trigger the opt-out automatically) it is possible to manually opt-out recipients from the List sent to, from here. Click the blue Opt-Out button at the right of the table.

Download Inbox as CSV

This download includes all the columns visible on-screen, from Mobile to Parameter 6.

It also includes:

• Reply_ID: also known as Message ID - this can be used for greater delivery detail in Mobile Report

• List: the List this message was sent to

• Batch: the optional attribute to help identify Lists

Forward Replies to Email

It is possible to forward SMS sent in response to a campaign onwards to an email address/domain that has been registered for the Email2SMS application.

We do not allow the forwarding of SMS to any email address as a security measure.

Contact your admin to have an Email2SMS set up.

This will cause all replies sent in response to this campaign to appear in an email. The mail will also include the message content sent in the campaign, for easy reference.

Reporting

Settings

The Settings tab in Campaign Manager allows for configuration of templates, automatic responses, sending hours restrictions, opt-out commands, prefix mapping, and email forwarding and callbacks (if activated).

Templates

The section for templates covers configuration in greater detail.

Auto-Response Messages

Visit the dedicated section about automatic response messages. Configuring keywords is also covered in detail.

Source Masks

Source masks, also known as Sender IDs, are only available to send into some countries and must be managed via your account Admin (not within this Settings page).

• To add or edit a source mask / Sender ID you must contact your account Admin

Sending Hours Restrictions

This setting controls the window of time messages are allowed to be sent from you, to recipients.

Callback Service

Callback services forward reply messages and delivery receipts to your API, allowing you to receive and process them within your business’s existing suite of tools / software.

Callbacks cannot be configured in the Settings tab; please email the Support Team optussd@modicagroup.com, who can assist with setup.

{
  "message-id": 1241581207,  // ID of reply message
  "source": "+64220297056",  // mobile number from which reply message was sent
  "destination": "3774",     // short code to which reply message was sent
  "content": "TEST"          // reply message content
}

{
  "id": 1241581207,
  "source": "+64220297056",
  "destination": "3774",
  "content": "TEST REPLY",
  "reply-to": 525124309,    // ID of original message to which this message is a reply
  "campaign-id": 142329     // ID of campaign within which original message was sent
}

{
  "CampaignID": 142329,                        // ID of original message
  "MessageId": 1241581207,                     // ID of original message
  "Status": "received",                        // Message delivery receipt status
  "StatusDate": "2020-07-30T01:07:47.481Z",    // Date on which delivery receipt status was received
  "Mobile": "+64220297056",                    // Mobile number to which original message was sent
  "SentDate": "2020-07-30T01:07:47.481Z"       // Date on which original message was sent
}

Email Forwarding

Forwarding is available once your account has an Email2SMS instance configured, and it has been linked to Campaign Manager in the Campaign Manager ‘Settings’ tab. Email2SMS is available by request; please contact your Admin.

• Once an Email2SMS has been set up, it will be available to select in the Campaign Manager Settings tab:

• In the Settings tab, locate the ‘Email Forwarding’ section

• Select an Email2SMS from within the dropdown

• Click ‘Save’

• Now, you can enter any email address into one of the ‘Email Replies To’ fields, and this will result in 1 email being sent per SMS reply to a campaign.

It is possible to save an email address to forward replies to, against a List, or when Creating a Campaign for a new list.

Opt-Out Commands

Learn about Opt-Out commands in greater detail here.

Prefix Maps

Messages are sent via international phone number format (+64xxx…)

This setting allows you to import or create recipient phone numbers that may not be international format, and have them automatically converted to international format at the point of sending.

Below are some suggested combinations to load, based on the country SMS will be delivered to:

API Info

Campaign Manager has a REST API available to bring in List information, message templates, or reports from your own software suite, reducing manual workload.

The Mobile Gateway REST API provides access to resources (data entities) via URI paths. To use this API, your application will make an HTTP request and parse the response. The response format is JSON.

Capabilities

Campaign Manager API supports:

• Creating a new list then sending to that list via the Campaign Manager UI
• Creating a new list and sending immediately using the API
• Creating a new list and scheduling using the API

Data that can be sent through via API:

• Name
• Schedule
• Content
• Template
• Mask / Source mask / Sender ID
• Batch
• Email (should end with E2S email domain)
• Reply-response
• Opt-out response
• List members [number + 6 params]
• Remove-opt-outs (true)
• Strict validation (true)
• Delete multiple lists

CM API also allows users to extract:

• Existing lists (including mobiles and up to 6 parameters)
• Existing templates
• Campaign reports

CM API does not support:

• Sending or scheduling to existing lists
• Creating templates

API Documentation

API documentation is available here for:

• Sending to New Lists
• Extracting Reports
• Extracting Templates

Opt-Outs

It must always be possible to opt out from any campaign.

Because of this, the reply “STOP” is permanently enabled in response to any campaigns sent out to a List.

Opt-Out Commands

There are a pre-set list of common opt-out terms that can be enabled for your Campaign Manager:

• Navigate to the Settings tab of Campaign Manager
• Scroll down to the section titled Opt-Out Commands
• If a term says “enabled’ then it will trigger an opt-out
• To enable a ‘disabled’ term, click the word ‘disabled’

Responses to Opt-Outs

There are three locations in Campaign Manager to set automatic responses incoming messages:

• Fallback Auto-Response Messages in the Settings tab
• Auto-Response messages to a List. These will override Fallback responses, if set
• Campaign Auto-Response messages - when you create a Campaign for a new List. These will override Fallback responses, if set

If List-level or Campaign-level auto-responses are set, then they will be sent in response to a reply.

The Fallback response will be sent out if neither Campaign or List-level auto-responses are set.

See below for locations to create opt-out responses:

Check Your Opt-Outs

List members can opt-out from a given List by replying STOP (or other configured commands) to a Campaign. There are a few ways to review this:

• To see all of your opt-outs (captured across all Lists), visit the Opt-Outs tab.

  • A mobile number maybe listed there more than once, if they were present on - and have opted out of - multiple Lists.

• To review opt-out behaviour after a particular campaign, navigate to the Reports tab and download a CSV of the Campaign in question.

• To see List-specific opt-outs, from the List tab click ‘Download List’ to the right of the List you’d like to review

• Another way to see List-specific opt-outs (without downloading anything) is to click into the List.

  • Scroll down to view the List Members table, and apply the “Status” filter “Opted-Out of List”

Manually Opt-Out

If you receive a request to opt a number/recipient out of communication by another channel then you may have to manually opt-out a number:

1. Navigate to the List in question

2. Find the Mobile to opt-out

3. Under the ‘Actions’ column in the table, there should be a clickable link that says ‘Opt-Out’ (if not, then they are already opted out)

4. Click ‘Opt-Out’

5. Confirm the action.

6. This mobile number will now be opted-out of campaigns sent to this List, appear in the Opt-Outs tab, and be filtered out of Campaigns where the sender selects to perform the just-in-time ‘Filter During Sending.’

It is also possible to upload a CSV of numbers to opt-out from one or more Lists.

1. Navigate to the Opt-Outs tab

2. Click ‘Upload Numbers to Opt-Out’

3. Select a CSV, and which Lists to opt those numbers out of.

4. Click ‘Upload.’

Opt-Out Management (Blocklist)

Recipients that opt out, at any time, will be added to the Opt-Out table.

The Opt-Out list will:

• Show the date the recipient opted out
• Show the list they opted out from (if the campaign was closed or the list deleted, this will be blank)
• Be applied to the list at the time of sending a campaign, to ensure any recipients that have requested removal from your lists do not receive messages

Opt-Outs are added to the list when;

• Requests to opt-out are received from mobiles (Mobile Orignated requests)
• Opt-Outs are applied manually
  • Bulk Opt-Outs can be loaded in as a single-column CSV file and in the correct international format (+61xxxxx…)

If a NEW list is uploaded, it will be treated separately to existing lists, and recipients will receive messages even if they are in the Opt-Out table for another list - unless you select the ‘Remove all numbers currently opted-out of any list’ at the time of sending.

This gives flexibility to have separate lists for different campaigns.

You can use the management tool to opt customer back in if you have permission to do so.

If a mobile number is not receiving messages, and is not present on your Opt-Outs tab, please contact Support or your Account Manager.

Keywords

Keywords can be used for opt-in, or as a workflow builder.

Adding a New Keyword

1. Ensure the List of recipients for these keywords is set up. This could either be an empty, named, list - or a full one

2. Navigate to the Keywords tab in Campaign Manager

3. Click the ‘Add New Keyword’ button

4. Type the keyword for people to reply with, e.g. YES or SAFE - don’t include any spaces

5. Select the List which the person will be added to, when they reply with the keyword

6. Write the message Response content that will be sent back to the person. This is optional because:

   • If you enter a message for this keyword, that’s what will be sent

   • Leave this blank for the default automated response to be sent in reply. This can be configured in the Settings tab.

7. Click ‘Save’

Rules for Keywords

Some rules for creating successful keywords:

1. Keywords should be a single word or words without a space, e.g. SUBSCRIBE or DISCOUNT_100

2. The same keyword cannot be used by more than one List

3. If a keyword is deleted, it cannot be re-added or used in another list

Edit or Delete

To edit a keyword, click its link under the left-hand column ‘Keywords’ on the table. Make changes, and save.

To delete, tick the checkbox on the row of the Keyword to delete. Click the red Delete button, and confirm.

Building a Workflow

We suggest mapping out your response-tree before starting to load up keywords and responses. Here is an example for Business Continuity Planning (BCP) in the workplace:

Troubleshooting

Reviewing Sending Activity

Visit the Logs tab in Campaign Manager to review campaigns that were scheduled or edited in the application over a period of time.

Formatting CSV for List Upload

Use the provided CSV template or format your own file following the rules below:

• Create a row of headers, or start from the second row (the top row of the CSV will be ignored)

• Mobile numbers must go in the first (left-hand) column

• Format this column to have zero decimal places

• Use international format for Mobile numbers:

  • With the + symbol, e.g. +64xxxx…
  • Without the + symbol, e.g. 64xxxxx…
  • If Prefix Mapping has been set up correctly, using the local format will also work, e.g. 027…

• The mobile number must be 7 to 14 digits long to be valid

• If using parameters, enter them in the columns to the right-hand-side of the mobile number column

  • Parameters must be shorter than 50 characters long
  • Maximum of 6 parameters

• Save the file as a CSV

If using a .txt file, use a comma (‘ , ‘) to separate Mobile numbers, not a semicolon (‘ ; ‘).

Check Mobile numbers are formatted correctly by opening the CSV file in a plain text editor such as Notepad (Windows) or TextEdit (Mac). Look to see if the program you are using to edit the CSV was inserting or removing characters unexpectedly.

Keywords not Working

Ensure the keyword is active, and that it does not contain a space.