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What is Outreach Manager?
Outreach Manager provides organizations and internal resources with the ability to create and manage outreach campaigns from pre-built outreach blueprints where virtual assistants proactively engage with end users through an omnichannel approach. Examples of outreach communications include, but are not limited to, messages, reminders, confirmations, assessments, tasks, and more. Within Outreach Manager, a user can add and edit the content per channel, choose the target population, define launch/end timeframes, etc.
Outreach Manager landing page
In the Project side Navigation menu, choose “Create“
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In the Outreach section, choose Manager
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If this is the first
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time creating an outreach campaign in the Project,
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you will be landed in the Empty State screen.
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If you have created outreach campaigns within Outreach Manager
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previously, the landing page will
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display a List View of the existing campaigns with pertinent information.
Empty State
List View
3 Dot Menu
In the List View, we can make use of the 3 dot menu to Edit, View Details, Duplicate, Delete, Copy the Outreach
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ID, and Activate the
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outreach campaign. The 3 dot menu
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options can be access by hovering over the
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menu icon.
The available options in the 3 dot menu will differ based on the status of the Outreach.
Options in the 3 dot Menu when the status is “Not Live“
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Options in the 3 dot Menu when the status is “Live“
Edit
The Edit option from the 3 dot menu
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will take
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you into the
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Outreach Details screen where we can modify the configuration of the
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outreach campaign, for example Outreach Blueprint, Channels, Population, Dates & Times.
View Details
The View Details option from the 3 dot menu will
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launch a modal that displays details about the history of the outreach and allows you to edit the title and description of the outreach campaign.
Duplicate
The Duplicate option duplicates the Outreach with a Number suffix added to the Name of the new Outreach
Delete
The Delete option would delete the Outreach after the user confirms the action through a call to action
Copy Outreach ID
The Copy Outreach ID option helps in copying the auto-generated Outreach ID easily to the clipboard
Launch
The Launch option will
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change the Status of the Outreach campaign to Live and allow
How to Create an Outreach Campaign with Manager?
To create an Outreach Campaign, click on the “Create Outreach“ button on the Outreach Manager landing page/list view
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Give a Title and Description to the Outreach Manager in the “Create New Outreach“ Pop up and click on the Create button.
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Outreach Manager Campaign Setup page
Outreach Title
This will be the Name given in the Create New Outreach pop up
ID
This is an auto-generated ID
Basic Info
In this section, the Outreach Blueprint for this Outreach Manager will be selected. Based on the Blueprint selection, the Channels available will be displayed and can be selected by the business user.
Population
The population for which the Outreach is designed should be chosen in the Population dropdown. The schemas created with type
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‘Outreach Population’ will be available in the dropdown. Only one population can be chosen. You are also able to download an empty copy of the population schema if desired.
Dates & Times
In the Dates & Times section, the Duration, Time Zone, Launch Date & Time, End Date & Time will be configured.
Duration
The Duration of the Outreach can be either Ongoing or Date Range.
When the Ongoing option is chosen, only Launch Date & Time can be given. The Outreach will begin at the time given in the Launch Date & Time field and it will continue without any end.
When the Date Range option is chosen, an additional field to give the end date will appear. The Outreach will begin at the time given in the Launch Date & Time field and end at the time given in the End Date & Time field
Time Zone
The Time Zone of the Outreach users would be chosen in this field. This time zone would apply to all communications across the Outreach campaign.
Launch Date & Time
The start Date & Time of the Outreach will be given in this field
End Date & Time
This option will be available only when the Date Range option is chosen in the Duration field. The Outreach will end at the Date & Time given in this field
Options available when Duration is Ongoing
Options available when Duration is Date Range
Choosing Outreach Blueprint
The Outreach Blueprint for the Outreach
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campaign will be chosen in the Basic Info section as explained above.
Once the Blueprint is chosen, the available channels in the Blueprint will be
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displayed to
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the user and can be enabled by selecting the checkbox.
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A separate tab will be made available for the Channels chosen in the Basic Info section.
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Configurations of communications will be completed under each channel tab.
Email Tab
The configuration for the Email channel could be done in this tab.
This tab would become visible when we choose the Email Channel in the Channel section. This tab will disappear if we deselect the Email channel in the Channels sections. But if some configuration has been done in the Email tab, deselecting the Email channel from the Channels section would disable the Email tab so that configuration changes are not lost.
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Subject of Email
As the name suggests, The Email subject can be given in this section
Sender Email Address
The Sender’s Email can be given here. This email address will appear in the From Address of the Email sent to the Population.
How does it initiate?
The value for this could be either Schedule Based or Trigger Based
When we choose, Schedule Based, the When To Send option appears. In this section, we can configure the Time at which the Email has to be sent on each day of the week.
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When we choose Trigger Based, we might need to configure the triggers for the Outreach in the Experience Manager.
Email Body
We can either use the Email template already stored in the Environment or we can use the Email Body Editor to create an Email Body.
In the Select Email Template Dropdown, all the Email Template that is present in the Environment would be available. We can choose the required template.
Go to Email Template: This option will open a new browser tab and take us to the Email template chosen in the dropdown
View all Email Templates: This option will open a new browser tab and take us to the Email Templates listing screen.
Email Body Editor: This option can be used to create the Body of the Email if none of the templates can be used.
Note: We have to choose either a Template or the CK Editor. Both cannot be used together.
Attachment
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This is an optional parameter.
If we want to include any attachment in the Email, we can use this option. Multiple attachments can also be added using the “Add Another Attachment“ option
Unsubscribe URL
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This option can be used to provide an option in the Email to unsubscribe from the campaign
SMS Tab
Subject of SMS
The Subject of the SMS can be given in this section
Sender Phone Number
The Sender’s Phone Number can be given here. This Phone Number will appear in the Sender of the SMS sent to the Population.
How does it initiate?
The value for this could be either Schedule Based or Trigger Based
When we choose, Schedule Based, the When To Send option appears. In this section, we can configure the Time at which the SMS has to be sent on each day of the week.
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When we choose Trigger Based, we might need to configure the triggers for the Outreach in the Experience Manager.
Main Message
The main content of the SMS can be given in this section
Phone Tab
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Subject of Phone Call
The Subject of the Phone call can be given in this section
Sender Phone Number
The Sender’s Phone Number can be given here. This Phone Number will appear as the Caller of the Phone call made to the Population.
How does it initiate?
The value for this could be either Schedule Based or Trigger Based
When we choose, Schedule Based, the When To Send option appears. In this section, we can configure the Time at which the SMS has to be sent on each day of the week.
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When we choose Trigger Based, we might need to configure the triggers for the Outreach in the Experience Manager.
Flow
The Flow Studio flow that has to be executed for the Phone call has to be chosen in the drop-down. All the flow studio flows created in the Project will be available in the drop-down and the right flow has to be selected.
Bi-DirectionalSMS Tab
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Subject of Bi-Directional SMS
The Subject of the SMS can be given in this section
Sender Phone Number
The Sender’s Phone Number can be given here. This Phone Number will appear in the Sender of the SMS sent to the Population.
How does it initiate?
The value for this could be either Schedule Based or Trigger Based
When we choose, Schedule Based, the When To Send option appears. In this section, we can configure the Time at which the SMS has to be sent on each day of the week.
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When we choose Trigger Based, we might need to configure the triggers for the Outreach in the Experience Manager.
Main Message
The main content of the SMS can be given in this section
Flow
The Flow Studio flow that has to be executed for the Phone call has to be chosen in the drop-down. All the flow studio flows created in the Project will be available in the drop-down and the right flow has to be selected.