Campaigns

Campaigns is a feature that enables managers to send broadcast messages to specific user groups through various communication channels (MS Teams and Slack).

The main purpose of a Campaign:

  1. Deflect: i.e. provide upfront information to prevent users creating requests / incidents

  2. Drive Action: i.e. promote products, share information with employees (e.g., Get 2FA)

  3. Communication: i.e. sharing important information to keep your users up-to-speed and in the known

Channels supported by Campaigns

Creating Campaigns

The easiest way to create a new campaign is to duplicate an existing campaign.

Duplicate Campaign

You can duplicate an existing campaign and edit the details.

When a Campaign is duplicated, the content of the Campaign is in Draft status. You need to Save & Publish the Content of the Campaign before sending a test or scheduling.

  • Clone from the list / table view

  • Clone from the Campaign Detail view

New Campaign

1. Navigate to Campaigns -> click on “New Campaign”

2. Add the following information:

  • Name

  • Select a channel (1 per Campaign)

  • Type:

    • Message - generates a simple template with a message node and buttons “Thank you” and “Not Helpful”

    • Survey - generates a simple survey template “Question 1, 2, 3, …”

  • Privacy:

    • Anonymous - Primarily helpful for surveys. Provides insights without mentioning individual user’s names

    • Public - Allows Admin to see individual people’s responses

  • Description

3. Click “OK”. A Draft of the new Campaign is created.

4. Click on the row to view details. You’d be taken to this page:

  1. Click on the Campaign Content link to edit the copy

  2. You would be redirected to the Flow Studio page:

    1. The campaigns has an initial structure

    2. The initial status of the Content is “Draft”. Always save and publish the content before sending a test or scheduling a campaign.

  1. Doubleclick on any of the nodes to edit the copy / structure

  1. Once done, click “OK”, Save and Publish the content.

When publishing, add the relevant information.

  1. Now the campaign could be sent as a test and scheduled.

  2. Go back to the Details View

  3. Click “Send a Test”

  1. Add email addresses and hit send.

  2. If the design looks good, click on “edit”

  1. Select your recipient list via:

    1. CSV file or

    2. Integration (Aisera has a limited number of Integrations currently supported for User Group learning for Campaigns. Verify with the CSM).

  1. Schedule your Campaign. Campaigns could be run for as long as needed. Campaign is sent the first time based on the time and day you select. If you’d like to send it multiple times, add “Reminders”.

Reminders are only sent to users who have not engaged with the campaign yet. Meaning, an end user hasn’t clicked on any of the buttons within the Campaign. Once scheduled, the Campaign does not update the list of the recipient group. If a Campaign was scheduled to be sent to 1K users, the reminders would be sent to those who have not engaged with the campaign out of the same list of 1K users.

A Campaign scheduler runs every 5 mins and checks for any campaigns scheduled, so it is possible that there is a slight discrepancy (up to 5 min) between the time a Campaign is scheduled and the time it is triggered to be sent out.

  1. If necessary, add Reminders. Reminders are relative to the campaign end date.

  1. Once done, click “OK”. The Campaign status will change to “Scheduled”

  2. Once the campaign has been sent out and done, the status will be “Completed”

  3. The Insights would be available upon the Campaign completion.

Using Reminders

Reminders are only sent to users who have not engaged with the campaign yet. Meaning, an end user hasn’t clicked on any of the buttons or links within the Campaign if such available. If a Campaign was scheduled to be sent to 1K users, the reminders would be sent to those who have not engaged with the campaign out of the same list of 1K users.

The same Campaign would not be sent to the same user twice.

How is the metric “Total Engaged” calculated?

When a recipient clicks on any of the buttons or links within a Campaign, we count that as “Engaged”

What Insights can I see?

Message Campaign

Total Users - How many users in the recipient list the Campaign needs to be delivered to.

Total Delivered - How many users from the recipient list the Campaign has been delivered to.

Total Engaged - How many users from the recipient list have clicked on any of the buttons, links in the Campaign.

User Engagement Over Time - How many users interacted (i.e. clicked on any buttons, links) with the Campaign over its run time.

User Engagement Breakdown - The ratio of responses.

If Campaign is Public, an Admin can click on any of the numbers and see the list of users.

Survey Campaign

Survey Insights cover the same metrics as Message type + additional metrics depending on the buttons.

Important if you want the metric to be tracked by the system, to select “Yes” for Metric for relevant questions:

Once the campaign is completed, and Admin can view the survey insights on within the campaign insights tab (see image below):

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