Outreach Requirements

Description

Outreach is a solution for sending cascading communications to users across multiple channels over a period of time to drive engagement with the communication. Ultimately the cascade will cause the user to engage with a virtual assistant or other method in which the Orbita conversational platform is employed.

Features

User Management - maintaining the list of users to reach out to on a regular basis.

Communication Management - managing the content being sent to the user (email bodies, text messages, or IVR flows)

Campaign Management - handling which users get which communications, in what order the cascade occurs, and the cadence of the communications.

Types of Outreach

Trigger Based communication - Janssen Select enrollment confirmation example a user triggers some action that automatically enrolls them in communications and the system will reach out to them. In Janssen's case the user signs up with the "Lets Stay In Touch" form and the system emails them the confirmation of their signup. Their drip campaign has the ability to reach out immediately, after 30 days, and then again after 60 days.

Schedule Based communications - Set up communications to go out at a specific date and time. Repeating if necessary.

User Management Requirements

• Be able to ingest or query for the users we want to be able to send communications to

  • Use SFTP for short term stand-ups

  • Use API integrations for longterm solutions

• Allow a user to be in multiple communication streams

• Be able to create and manage segments of users to send the communications to

• Allow for users to be able to unsubscribe from communications

Communication Management Requirements

• Add and edit HTML email messages (subject line and body)

  • plain text included

• Add and edit SMS messages

• Add and edit Phone IVR flows

  • interface for abstracting out IVR id’s and make a human readable selection

• Allow for personalization tags to be added to any message

Campaign Management Requirements

• Create scheduled outreach campaigns

  • select the date and time to send the communication

• Select the communication to send

• Add a segment or users to communicate with

• Trigger based communication flag

• Must work in load balanced environments

  • ways to detect the admin environment to allow inject nodes to fire and prevent LB instances from firing their inject nodes

• Communication blackout times and time zone handling

• Solution should be able to handle large volume of emails/SMS’s/phone calls

Campaign Analytics Requirements

• dashboards for how the cascade is performing

• Communication analytics

  • open rate

  • email bounce

Solution

User Ingestion

Use an API in front of the Lambda function to set the user field mapping and ingest the users from an SFTP location with the goal of doing straight API calls to a client’s data records.

Experience Designer utility page for handling user mapping fields so that is not hard coded within ED.

Utility page that allows the user to create lists of users for matching to a Communication campaign

Campaign Management

A utility page that allows the user to specify cadence and sequence of messaging to define the type of communication.

Schema or flow to handle those definitions to feed into the engine that processes communications.

Communication Methods

Get default implementations for Email, SMS, and Phone solutions to handle the communication channels (Pinpoint, Twilio, etc)