Create an email campaign

Prerequisites
  • Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 or Genesys Cloud CX 3 Digital license

    The following permission is required for email campaigns:

    • Outbound > emailCampaign > Add, Delete, Edit, View

    The following permission is required for all campaign types:

    • Outbound > Contactlist > Search

    The following permission is optional for all campaign types:

    • Outbound > Dnclist > View

    The following permission is required to provision a domain that is used for a campaign:

    • Routing > Email > Manage

    Access to email campaigns

    • If you acquired a Genesys Cloud CX 2 or CX 3 subscription after November 2, 2022, then you have access to Outbound Email Campaigns/Agentless Email by default.  
    • If you acquired the Genesys Cloud CX 2 or CX 3 subscription before this date, you can activate the feature in the Genesys AppFoundry:

      If you are a direct customer or a partner, here are the steps you must take:

      1. After you log in to Genesys Cloud, go to the AppFoundry listing.
      2. Review all details about the feature, including pricing.
      3. Click Purchase to agree to the terms and to enable the features in your organization. 

    If you are an indirect customer, you must contact your Genesys Partner to go through these steps for you.  

    Note: Email Campaigns and Agentless Email Notifications have usage-based charges and therefore usage of these capabilities generate billable charges.

    Before you set up an email campaign, make sure that you perform these tasks:

    • Email domain – Enter your email campaign domain. If you plan to allow replies to sent emails, enter an inbound domain and address. For more information, see Set up a domain for outbound email campaigns.
    • Email replies – If you expect responses to messages sent, select an inbound flow or a queue when configuring email addresses for your inbound domain. For more information, see Manage ACD email routing and Create a flow.
    • Email content – Create an email campaign template message for the email subject and message body. You are responsible for adding standard unsubscribe language and options to your email content. For more information, see Add an email campaign template message.

    The following character limits apply to the sender email address and email campaign templates:

    • Sender email address (domain name): 254 characters
    • Sender email address (local part): 64 characters
    • Sender friendly name: 64 characters
    • Email body size: 40,000 characters
      Note: To request an increase in the email body size, contact Genesys Customer Care.
    • Email subject line: 400 characters

    Now add the resources required for this campaign mode, or identify existing resources to reuse.

    Resource Required? Description

    Contact List

    Yes

    Define the list of persons that you want to contact or know which existing contact list to use. This contact list must contain a column with properly formatted email addresses (john.smith@example.com). For more information, see Create a new contact list.

    Notes: The following contact list configurations do not apply for email campaigns:
    • Attempt control
    • Preview mode column

    Do Not Contact List

    Optional

    Define a list of email addresses that this campaign never messages, even if they are in the contact list. The contact method for this list must be email. For more information, see Create a new DNC list.

    Contactable Time Set

    Optional

    To set the optimum time to send an email to a contact, select a Contactable Time set for the email campaign. For more information on defining when the campaign can send messages to specific time zones, see Contactable time sets overview. 

    Division

    Yes

    Know which division to associate with this campaign, or whether to use the Home division by default. For more information, see Divisions overview.

    When your setup is complete, create your email campaign by following these steps:

    1. Click Admin.
    2. Under Outbound, click Campaign Management.
    3. Click the Digital Campaigns tab.
    4. Click Create New.
    5. Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but must be unique.
    6. Select a Division or accept the default Home division.

    For more information, see Work with divisions in About access control.

    1. Use the Contact List box to select a list of contacts to message for this campaign. To filter the list, type all or part of a name. If you select an unassignable list, a message indicates why. A contact list is invalid if:
      • No defined email address types exist for the list.
      • The list has no records.
      • The list failed to import.
      • An import that created the list is still running.

      Tip: If you have not created a contact list, you can do so without leaving the current page:

      1. Click the Contact List box and then click Create a New Contact List.

        Figure shows how to create a new contact list while editing a campaign configuration

        A dialog box prompts for the DNC List Name and a .csv file to upload:

      2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.
        Ignore the Attempt Control option in the Advanced section. Attempt controls only apply to voice campaigns and are not applicable to digital campaigns.

      3. Click Save.

      Note: Wrap-up code mapping is not applicable to digital campaigns.

    1. (Optional) From the Contact List Filter box, select the contact list filter that this campaign uses to limit the messages to matching contacts. For more information, see Contact list filters view.
    2. From the Messages per Minute box, enter the number of messages to be sent each minute during the campaign. The system-imposed limit for organizations is 1200 outbound email messages per minute. If you set the value to anything greater, an error occurs. You can adjust the Messages per Minute value while the campaign is running. To request an increase in system-imposed limit for organizations, contact Genesys Customer Care.
      Notes:
      • If a digital campaign has data action conditions in its rulesets, the maximum messages per minute can be set up to 1200.
        Additionally, 1200 is the maximum number of messages per minute that can be running across all digital campaigns with data action conditions.
      • Data actions that are configured for the campaign can impact (slow down) the message sending speed.
    3. (Optional) From the DNC Lists box, select a table of email addresses that this campaign will never message. To filter the list, type all or part of a name. When this campaign selects records to message from its contact list, it excludes addresses that match entries in this do not contact list. If you select an unassignable list, a message appears. A do not contact list is invalid if:
      • All or part of the list contains no records.
      • All or part of the list fails to import.
      • The Contact Method for the list is not Email.

      Tip: If you have not created a DNC list, you can do so without leaving the current page:

      1. Click the Do Not Contact Lists box and then click Create New DNC List.

        Figure shows how to create a new dnc list while editing a campaign configuration
        A dialog box prompts for the DNC list name and for a .csv file to upload.

      2. Type a name in the DNC List Name box. Then to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of email addresses. A DNC file can contain multiple email address columns and redundant information, such as contact names.

        Example:

        Last Name, First Name, Email_Work, Email_Home
Smith, Bill, Bill.Smith@example.com, BSmith2345@example2.com
Jones, Don, Don.Jones@example.com, DJones5876@example2.com

        As a best practice, put only email address columns in your .csv file.

      3. Click Save.

    4. Optionally select sets of rules from the Digital Rule Sets filtered box. Rule sets apply automation to campaign records processing. To filter rule set choices, type all or part of a rule set name and view case-sensitive matched selections. To accept a matched item, select it from the list. For more information, see Rule sets view.

      Figure shows assignment of multiple rule sets to a campaign

      Tip: If you assign multiple rule sets, change rule set evaluation order by dragging items to new positions in the Digital Rule Sets box. The system evaluates rule sets in left-to-right order.
    5. (Optional) Select a Contactable Time Set containing time zone names and when email can be sent for each time zone. For more information, see Contactable time sets overview.
      Note: To use the contactable times feature, the contact list assigned to the campaign must contain at least one time zone column. If it does not, and you assign a set of contactable times to the campaign, the configuration is invalid and you cannot save changes to the campaign.

    1. From the Type box, select Email.

      Note: You cannot change the type of digital campaign while the campaign is running.

    2. From the Email Column box, select the contact list column that contains the email address of the customer.
    3. From the Email Campaign Template box, select an Email Campaign Template.

      Verify the substitutions used in your template with the corresponding headings in your contact list. If a substitution does not match a contact list heading, the system sends a default substitution. If no default is provided, the system sends the name of the column heading. The missing substitutions display in the event viewer. For more information, see Add an email campaign template message.

    4. In the From Address section, in the Address box, type the local part of the sender email address you provisioned for this campaign.

      Note: You can use the same From Address and Reply-To Address on multiple running email campaigns. Certain restrictions apply to email campaign addresses. For more information about sender and reply-to addresses, see character limits.

    5. From the Domain box, select the outbound domain part of the sender email address (example.com). For more information, see Set up a domain for outbound email campaigns.
    6. (Optional) In the Friendly name box, type the name by which you want the sender identified.
    7. (Optional) In the Reply-To Address section, first select the inbound Domain where the reply-to email address is provisioned. And then, from the Address box, select the address to which you want replies to this email campaign directed.

    1. (Optional) Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records. This option is useful if another source dynamically updates the contact list.

    2. (Optional) Sort the contact list by column before messaging begins. For example, if your contact list has an Amount_Owed column, you could sort the list to message people who owe the highest amount first.

      Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start. If you add a contact while a campaign is running, the new contact is messaged but is not included in contact list sorting. To sort by more columns, click the plus sign. You can sort up to four contact list columns, with the first sort taking the highest precedence.Figure shows options for sorting the contact list based on a single column

      Note: Special considerations apply when sorting a date column. The system does not sort a contact column with dates formatted as mm/dd/yy. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered as a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.

    3. To add a new contact to a running campaign and re-sort the contact list while the campaign runs, turn on Dynamic Queueing sorting. Be sure to select a Sort By column by which to re-sort the contact list when the new contact is added to the running campaign. 

      Displays Dynamic Queueing Sorting toggle turned On

      Before you configure dynamic sorting, consider these actions:

      • If you do not configure Contact Sorting, contacts sort in the order that they appear in the contact list.
      • If you configure Contact Sorting, contacts sort when you run a campaign based on campaign configuration settings.
      • When you enable Dynamic Queueing Sorting, contacts re-sort at the time of the contact attempt during a running campaign.

      Configure Dynamic Queueing sorting for a campaign:

      • When you configure a campaign, the Contact Sorting Sort By column data type Field is Numeric must match the Column Data Type Specifications Data Type, in the contact list.
      • When you enable Dynamic Queueing sorting for a campaign, you must also define the selected Sort By column in the campaign's contact list Column Data Type Specifications.

      Notes:
      • If you receive more than two contact list validation errors when you create or edit a campaign with Dynamic Queueing, you must select a new contact list without errors.
      • You can have up to five active Dynamic Queueing sorting campaigns per organization that run concurrently.
      • You can have a total of 10 active and inactive Dynamic Queueing sorting campaigns per organization. Make sure to delete your inactive campaigns. 
      • You cannot enable the Dynamic Queueing Sorting feature after you create a campaign. Create a new campaign and a new contact list to enable the Dynamic Queueing sorting toggle.
      • The Dynamic Queueing sorting option is not currently available in the Salesforce UI and thus for the Salesforce integration.

    4. To ensure that your campaign honors Contact List Filters changes at any time, for example, while a campaign is running, then when you create the campaign, switch the Dynamic Queueing Filtering toggle to On. 

      Displays Dynamic Queueing Filtering toggle turned On

      If you did not create the campaign with Filtering switched to On, you cannot enable the Dynamic Queueing Filtering feature. To enable the Dynamic Queueing Filtering feature, create a new campaign.

     

    When you complete your email campaign configuration, click Save. The new campaign is available on the Campaign Management page.

    Notes:
    • A message appears if the new campaign exceeds the maximum limit count of 1,000 campaigns. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.
    • You can see and export digital campaign reporting from the interaction view, and not in the call detail report. For digital campaigns, you can see the dispositions OUTBOUND-MESSAGE-SENT or OUTBOUND-MESSAGE-FAILED.
    • To view the delivery status of your email campaign interactions, click Performance > Workspace > Interactions. The data is present in the Delivery Status column. For more information, see Interactions view. 
    • For information about email campaign pricing, see Email pricing.