Campaigns

The Campaigns feature enables you to send broadcast messages to specific user groups through various communication channels (MS Teams and Slack).

The main purpose of a Campaign:

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

2. Drive Action: promote products, share information with employees (such as, Get 2FA)

3. Communication: sharing important information to keep your users up-to-speed

Channels that support Campaigns

• Slack

• MS Teams

• Glip

• Zoom

• Email ( limited )

  • Setting up for use with custom SMTP configuration

The Aisera GenAI platform allows you to send Campaigns and/or Notifications to any Zoom user in your organization who has access to your application/bot. More specifically, this release extends support to users who’ve been given access, but have never previously interacted with your application/bot.

Creating Campaigns

The quickest 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. Select OK. A Draft of the new Campaign is created.

4. Click on the row to view the Campaign Details page:

1. Select the Campaign Content link to edit the copy

2. The Test Workflow link opens the Workflow Details page:

   1. The campaigns has an initial structure

   2. The initial status of the Content is Draft. Always Save and Publish the workflow before sending a test or scheduling a campaign.

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

1. Once done, select OK, Save and Publish.

When publishing, add the relevant information.

1. Now you can send the Campaign as a test and then schedule the campaign.

2. Go back to the Details View

3. Choose Send a Test.

1. Add email addresses and then select the Send arrow.

2. If the design looks good, choose 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 can run for as long as you need them. A 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. They are only sent to end users who haven't clicked on any of the buttons within the Campaign.

After you have scheduled the Campaign, the Campaign does not update the recipient group list. If a Campaign was scheduled to be sent to 1K users, the reminders are sent to those users who have not engaged with the campaign out of the same list of 1K users.

The same Campaign is not sent to the same user twice.

A Campaign scheduler runs every 5 mins and checks for all scheduled campaigns, 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, select OK. The Campaign Status will change to Scheduled.

2. Once the campaign has been sent out, the status changes to Completed.

3. The Insights are available upon the Campaign completion.

Metrics Related to Campaigns

You can review the following metrics related to campaigns.

Campaign Insights

The following insights are captured for Campaigns.

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. When a recipient clicks on any of the buttons or links within a Campaign, the campaign is considered Engaged.

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, select Yes for Metric for relevant questions.

Once the campaign is completed, an Admin can view the survey insights within the campaign insights tab (see image below). If you don't have permission to see the Campaign Insights, contact your Aisera Team or Aisera Customer Support.