Note: This feature is available in Preview for selected customers only.
Marketing and customer engagement teams frequently need to connect with customers through SMS. Talkdesk’s automated SMS campaigns enable these teams to reach and engage customers effectively through their preferred channels.
This article explains how to set up and manage SMS campaigns using Talkdesk's Advanced Dialer Campaign Manager.
To implement and manage your SMS Campaign in the Advanced Dialer system effectively, follow the setup steps described below.
Table of Contents
- Creating a Touchpoint for an SMS Campaign
- Creating an Entity
- Creating a Workspace and Connect Schema
- Importing Data
- Creating a Filter
- Creating a Campaign
- Creating an SMS Template
- Creating a List Through a Filter
- Creating a Queueing Job
- Queueing the Job
- Setting on the List
- Change the Time Table
- Activating the List
- Check the “List Contact Queue” Details (in a tab)
- Agent-to-Contact Conversations
Creating a Touchpoint for an SMS Campaign
Login to Talkdesk, then go to the Admin page, scroll down to the Service Setting section. Select the Channel menu, and in the Channels tab, choose SMS to create a Touchpoint.
After entering, create a new Touchpoint, and make sure to select “Proactive SMS” as the “Usage type”.
Creating an Entity
To properly manage campaign information, first enable the “Campaign Manager Entity” feature. Based on the organized information, design relevant fields for Campaign information as an “Entity”. Click “Create New Entity” and design the necessary Campaign info fields according to requirements, e.g. “First Name”, “Last Name”, “Phone”.
Creating a Workspace and Connect Schema
Next, create a dedicated Workspace and associate it with the Schema that was just designed. From this Workspace you will be able to manage the Campaign and configure the relevant sending parameters.
Importing Data
Enter the Workspace and select “Import” to import the Campaign data into the Workspace. There are 3 ways to import:
- Manual file upload
- Database connection
- Or Network files like those on FTP servers
Following the Wizard’s guidance, data can be imported into the Workspace. For periodic updates, it is recommended to connect to a database or link to a Network file, allowing for continuous automatic updates of campaign information.
Creating a Filter
After importing the data, you can create a filter via the “Filter” tab to segment specific groups of users into “Lists” using selected Campaign fields. For example, you can filter contacts where the “Age” field is greater than 20 but less than 30.
While this filter will be used later for creating queue jobs in the Campaign, it must be configured at this initial stage.
Creating a Campaign
To create a Messaging Campaign, navigate to the newly created Campaign and go to the “Queueing” tab. Here, Campaign Manager can create a Queue Job by selecting the previously created Filter (which hasn’t been run yet).
Creating an SMS Template
In order to create an SMS template you must first enter the completed template.
Then, replace the key fields. Campaign Manager can use fields from the campaign schema as variables in the template. This will allow the Campaign Manager to send customized messages to different contacts.
Creating a List Through a Filter
At the campaign level, Campaign Manager can create a list by connecting to a template. When connected, the list will send content to contacts using the template’s format.
Creating a Queueing Job
Create a queue job and set rules for handling duplicate data. This step is crucial for proper campaign data management.
Queueing the Job
Queuing the job means assigning a specific task to pull data into a specified list.
Note: The list is connected to the SMS template.
This is an important step for ensuring the correct SMS template is sent to the appropriate target contact segment.
Setting on the List
Campaign Managers can modify parameters specifically on each List, such as identifying the sending number and other settings
Change the Time Table
At the List level, Campaign Managers can also specify the activation time.
Activating the List
Once all settings are ready, you can activate this list, which will send the SMS Campaign according to all preset configurations, ensuring the correct campaign info is sent to the correct segmentation.
Check the “List Contact Queue” Details (in a tab)
On the “List” tab, click “Show Queue” to open Details in the Queue, where you can view sending details and logs.
Agent-to-Contact Conversations
When a contact replies to the campaign, a conversation will automatically be created in Talkdesk, allowing Agents to continue communicating with the contact through the Conversations app.