Create an email campaign

Feature coming soon

Prerequisites
  • Genesys Cloud User 2 or Genesys Cloud User 3 

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

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 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 sent each minute during the campaign. The system-imposed limit for organizations is 1,200 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.
    Note: To request an increase in system-imposed limit for organizations, contact Genesys Customer Care.
  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.

  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.
  8. (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. (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.

 

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.