Yes/no campaigns allow you to send a campaign designed to instigate a quick yes/no response from the student with an automatic response based on their reply. If the student is unsure, the conversation is routed to an agent to engage with the student to increase engagement.
Prior to creating a campaign, review the Creating Campaign Contact Lists article. A contact list will need to be created before the campaign can be launched.
This section of the user guide is focused on creating a yes/no campaign. To help you navigate the article we have broken it down into the following sections:
Creating a Yes/No Campaign
- Select the Create Content button, and choose Create Campaign.
- On the campaign creation wizard, select Go next to the From Scratch option
- Select the plus icon contact list that you have already created or select I'll do this later.
- Enter the Campaign Title.
- Select from the dropdown the Campus & Office associated with the campaign.
- In the Content Type field, from the dropdown, select Yes/No Question.
For information on creating a simple message campaign, review the Creating a Campaign article.
- In the message field, enter the message that will be sent to your contact list. This message should be constructed as a Yes/No question.
If you want to merge fields from your contact list, review the Merging Information from a Contact List within a Campaign article.
- In the Response Management section, configure the automated response for "Yes" or "No". Anything other than a yes/no response will be automatically routed to an agent.
- Selecting the Escalate to "Needs Attention" toggle will route users with that response to an agent.
- The Auto-Respond Message will be sent to all users with the associated response type.
- Responses classified as Other will automatically be escalated to Needs Attention.
- Enter any tags you want to be associated with the campaign to make it more searchable.
- Select the inbox(s) responses will be directed. These are for any response that has been "Escalated to Needs Attention" or "Other" response that is not a "Yes" or "No".
- Select Save Campaign.
- Complete the following four settings on the General tab.
- Select the Campaign Type - After the first automated response is complete (student user responds yes/no and then the corresponding automated response is returned), all subsequent messages are subject to the Campaign Type settings.
Bot - A bot-backed campaign will utilize your chatbot to respond to contacts who send text responses to the initial message.
Agent - An agent-backed campaign will allow an agent to respond to contacts who send text responses to the initial message. Agent-backed campaigns should consider the amount of staff available to converse with contacts who respond to your message.
Note: Once the campaign has been launched, the type can be adjusted for individual conversations on the activity tab of an active campaign.
For example, a bot-backed conversation can be switched to agent-backed if an agent wants to jump into that conversation; An agent-backed conversation can be switched to bot-backed if an agent wants the chatbot to take over responding to a conversation.
From the Launch This Campaign dropdown, select Immediately or In the Future
If you select Immediately, the campaign will launch after you have selected the Launch button.
If you select In the Future, the launch button will change to Schedule Launch. When you are ready, you will be able to schedule the date and time the campaign will be launched.
- From the Automatic Archive dropdown, select the number of days after the campaign launches the campaign will automatically be archived.
Best Practice: Ocelot recommends archiving your campaign 7 days after the campaign has launched. However, you may need to take into consideration the audience and content of the campaign.
- Select a Phone Number.
Note: Due to industry-wide phone number registration changes, it can take 2 - 10 days for newly provisioned phone numbers to become active.
- In the table are reusable phone numbers that have already been provisioned.
- To provision a new phone number, select the Provision Number button.
- Enter your area code to see a list of available numbers to use.
- The chosen number will remain active with this specific campaign until the campaign is archived (made inactive)
Best Practice: Ocelot recommends using a reusable phone number. This will allow for a better user experience. Review the Managing Active Campaigns, Viewing the Active Campaign page section.
- Select Save Draft.
- Select either Launch or Schedule Launch (if you scheduled In the Future)
Note: It takes one second to send one simple 160-character message to a student, meaning a 1600-character message will take 10 seconds to send to one student.
Each special character used in the message (i.e. @, &, $, etc.) has the potential to add additional seconds.
Therefore, sending a simple 160-character message to 1,000 students will take 15 minutes, meaning the contact who is last on your list will receive the text 15 minutes after you launch.
A simple 320-character message (2 seconds/recipient) sent to 10,000 students will take 5 ½ hours. In other words, if you launch this type of campaign at 5:00 pm, the last recipient will receive the text at 10:30 pm.
Analytics & Reporting
On the Active Campaign>Analytics tab there is a chart for Response Values:
- Yes: This is the number of recognized “Yes” responses to the initial message.
- No: This is the number of recognized “No” responses to the initial message.
- Other: This is the number of unrecognized responses to the initial message.
- Not yet responded: This is the number of contacts that did not respond.
On the Campaign -> Contacts tab, there is an additional column for Response Value. This field can be filtered and sorted. Once filtered or sorted, you can also export the list into a CSV file.
Best Practice: Filter the results and export into a CSV file to create a new contact list. Use new contact list to follow up with contacts who responded with Yes, No, Other, or did not respond.
Managing Response Value
We will automatically detect the response when contacts reply to your message; if we 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:
For more information about recognized yes/no responses, review the What responses for Yes/No campaigns are recognized? article.