Navigating and Managing Campaigns

This section of the user guide is focused on navigating and managing active campaigns. To help you navigate the article we have broken it down into the following sections:

• What is the Campaigns page?
• Who has access to the Campaign page?
• How do I access the Campaigns page?
  • Active tab
• Managing an Active Campaign
  • Activity
  • General
  • Contacts
  • Analytics
  • Scheduled tab
  • Draft tab
• Campaign Conversation Tagging

What is the Campaigns page?

The Campaigns page is where you can view all draft, scheduled, active, and archived campaigns. 

Who has access to the Campaign page?

The Campaigns page is available to individuals with the following Two-Way Messaging permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I access the Campaigns page?

Under the Texting section, select Campaigns. 

The Campaigns page is broken down into four tabs:

• Active
• Scheduled
• Draft
• Archived

All tabs can be searched and filtered by tags.

Active tab

The Active tab allows you to view all active campaigns. 

On the Active tab, there are several columns that provide relevant information to the campaigns that are displayed. 

• Title - This column displays the name given to the campaign.
• Office - This column displays the office associated with the campaign.
• Phone Number - This column displays the phone number used within the campaign.
• Contact List - This column displays the contact list used within the campaign.
• Operated By - This column displays if the campaign is agent-backed or Virtual Assistant-backed.
• Tags - This column displays the tags associated with the campaign.
• Last updated - This column displays the last time the campaign was updated. Hovering over the date and time displays the time zone associated.
• Launched Date - This column displays the date and time the campaign was launched. Hovering over the date and time displays the time zone associated.
• Actions - This column displays the actions that can be taken with the campaign. 
  • View 
    • When you select the view button, there are four tabs to help manage the campaign:
      • Activity
      • General
      • Contacts
      • Analytics
  • Clone
    • Cloning the campaign allows you to reuse the campaign in a new campaign. 
  • Stop and Archive
    • The campaign will move to the Archived tab.
      
    • Campaigns using a reusable phone number that has messages that need attention will switch to follow the reusable phone number’s unsolicited message settings and move to the associated inboxes for that reusable phone number. 
      
      • If the needs attention message is in a campaign agent’s inbox that is not also an agent in the reusable phone number’s unsolicited message settings (either personal inbox or office), then the conversation is removed from that user’s inbox and added to the agent’s inbox(es) configured in the reusable number’s unsolicited message settings.
    • Campaigns that provision a single-use phone number will need to make sure all end users have been responded to first.  After the campaign has ended, no responses will be sent to the end user and pending conversations will be removed from the queue. 
      

To end the campaign manually, select the End Campaign button in the top-right corner. 

Managing an Active Campaign

There are four tabs on the Active tab to help you manage an active campaign. 

• Activity
• General
• Contacts
• Analytics

Activity

• The Activity tab displays the conversational transcripts within the campaign.
  • The search bar allows searches by first name, last name or phone number.
  • Conversations are categorized into three sections
    
    
  • Needs attention - If a conversation needs attention by an agent, it will be moved to the Needs Attention section. If there are no conversations that need attention, this section will not be displayed.
  • Agent-operated - If the campaign is agent-backed or if a conversation has been manually changed from Virtual Assistant-backed to agent-backed, the conversation will appear in this section. If there are no conversations that are agent-backed, this section will not appear. 
  • Virtual Assistant-operated - If the campaign is Virtual Assistant-backed or if a conversation has been manually changed from agent-backed to Virtual Assistant-backed, the conversation will appear in this section. If there are no conversations that are agent-backed, this section will not appear.
• Messages will display their sent status on the conversation selection panel and in the conversation panel. 
  • Sent - The green checkmark icon represents that the message has been sent and received by Twilio.
  • Pending - The blue circle arrow icon represents that the message has been sent to Twilio but it has not been accepted yet.
  • Undelivered - The red circle icon represents that the message cannot be delivered. Hovering over the icon displays the reason for non-delivery.
    
    
• To interact within a conversation, select the conversation. 
  • In the text box, enter your message. You can undo, redo, select all, or add an emoji to your message.
    • Select Send.
      
• Select the Virtual Assistant-operated or agent-operated toggle to manually change if you want the agent to respond or the Virtual Assistant to respond to incoming messages. 
• Select the Needs Attention toggle on or off to either appear in the Needs Attention section or remove it from the Needs Attention section for agent-operated conversations. 
• Select the Opt Out button to manually opt out a contact.
  

General

• The General tab displays the campaign settings used to create the campaign. 
  

Contacts

• The Contacts tab displays information for all contacts in the contact list used for the campaign.
• The Contacts tab displays the following columns:
  *All fields imported in the contact list will display.
  • First Name - The first name imported into the contact list.
  • Last Name - The last name imported into the contact list. 
  • Phone Number - The phone number imported into the contact list.
  • Created - The date and time the contact was created. Hovering over the date/time displays the associated time zone.
  • Delivered - Indicator of the delivery status.
    • The red exclamation mark flag icon indicates the message was not delivered.
    • The yellow clock icon indicates the message is attempting to resend the message. It did not send the message on the first attempt.
    • The green checkmark icon indicates the message was delivered.
  • Failed Reason - If the message failed to deliver, a reason for the non-delivery is provided.
    
  • Actions
    • Opt-out - Selecting the opt-out icon will manually opt-out a contact
    • SMS preview - Select the SMS preview icon to preview the message sent to the contact.
      
      

Analytics

• The analytics tab provides a high-level overview of the campaign activity, engagement, and responses for the campaign.  
  • Campaign Send Status - This chart displays the total messages sent, how many were successfully sent, and how many failed.
  • Engagement - This chart displays how many messages were sent, how many responded, and how many contacts were opt-outs.
    • The Rate of Engagement is calculated by dividing the number of contacts sent by how many responded. 
  • Responses - The responses chart displays the total contact responses, agent responses, chatbot responses, and the median agent response time. 
  • Contact Message Activity - The graph is dynamic based on the most appropriate date range based on how long the campaign has been active. 
    • An active date range of one day will display messages per hour.
    • An active date range of more than one day but less than two months will display messages per day.
    • An active date range of more than two months but less than two years will display messages per month.
    • An active date range of more than two years will display messages per year.

Scheduled tab

The Scheduled tab displays all scheduled campaigns (campaigns that have been scheduled in advance of their being launched). 
The scheduled campaigns can be displayed as either a calendar or a table view.

To see campaigns that have been scheduled by your office or another office (except limited users) for a particular date, select a date tile within the calendar with a calendar icon on it. High-level campaign details will display on the right-hand side of the screen, which will include the Campaign Title, the provisioned phone number, the office, and the contact list name. 

If more than one campaign exists on any particular date, an icon indicating the number of campaigns scheduled for that date will be visible in the calendar view.

To schedule a campaign, on the calendar date tile, select the add button and follow the Campaign Creation wizard. 

NOTE: The launch time for a scheduled campaign must be set at least 30 minutes after the campaign creation time.

A scheduled campaign cannot be edited or canceled within one hour of the scheduled launch time.

For more information on creating a campaign, review the Creating a Campaign article. 

Draft tab

The Draft tab displays all campaigns that have not launched.

On the Draft tab, the following actions are available: Edit, Clone, Launch, and Archive the campaign. Launch will be greyed out if it is not ready to be launched. 

Archived tab

The Archived tab displays all campaigns that have already launched but have been archived, as well as campaigns that were discarded from draft status. 

On the Archived tab, you can complete the following actions: view and clone.

Campaign Conversation Tagging

To add tags via Campaign Activity, navigate to Two-Way Messaging > Campaigns > Active tab. 

Locate the campaign and select the vertical ellipses under actions, then choose View. In the Activity pane, find and select the conversation you want to tag. Next, select within the Conversation Tags input box, type the first tag, and press Enter. Repeat this process to add up to two more tags. 

To filter conversations within Campaign Activity, navigate to Two-Way Messaging > Campaigns > Active tab. Locate the campaign and select the vertical ellipses under actions, then choose View. In the Activity pane, click the Filter results icon, then select the Conversation Tags dropdown to choose the tags you want to filter by. The conversations will instantly update to show only those with the selected tags 

When adding conversation tags, please remember that shorter, more relevant tags will be more effective. It is advisable to keep each tag at a maximum length of 30 characters.