This new feature empowers campaigns users to better automate, scale, and/or personalize campaigns without having to involve agents in the first-level responses.
When creating a Campaign there is a new option Content Type which defines the campaign as either a Simple message (default experience) or a Yes/No Question.
Content Type - Selecting Yes/No Question prompts the user to ensure they are phrasing the question in a yes/no manner:
This adds a new section of the form below the Message called Response Management containing additional options on how to handle responses that can be automatically understood as Yes type or No type. All other responses will be considered %Unrecognized%.
Fields available for either Yes or No are:
- Escalate to “Needs Attention”
Enabling this will escalate a conversation to “Needs Attention” when the response type is recognized. Example: “If anyone says no to this I want an agent to follow up with them on why etc”
Entering a message here will automatically respond to a conversation that has the specified response type recognized with that message. This field is optional.
Example: If someone says “Yes”, I want to respond “Thank you we have received your response!”
Analytics & Reporting
Within the Campaign -> Analytics page there is a chart for Response Values:
- Yes are the number of recognized “Yes” responses to the initial message
- No are the number of recognized “No” responses to the initial message
- Other are the number of un-recognized responses to the initial message
- Not yet responded are the number of contacts that did not respond
Contact List Sorting and Filtering
Within the Campaign -> Contacts page there is a new column Response Value available for both sorting and filtering:
This, combined with the “Create new contact List” button enables you to create a secondary contact list for follow up from all contacts who responded Yes, No, Other or did not respond.
Managing Response Value
The system will attempt to automatically detect the response when contacts reply to your message; if the system cannot detect their intent, detects it wrong, or they change their answer after further discussion, then you can manually override the response value within the conversation: