Actualize filter 

This action is used when the filter (Filter customers) has previously been set in the action chain, and now there is a need to update it. This is done to avoid duplicating the filter description.

Example of filter application:

• Filter customers. For example, add all customers who placed 1 order.
• Send an email.
• Wait for 30 days.
• Actualize filter (new customers appeared during this time).
• Send them an email.

There may be other actions between the Filter customers and the Actualize filter actions.

Similar to the Filter customers action, the Actualize filter action allows to split the incoming flow into two scenarios:

• Red point — positive scenario, i. e. all customers who satisfy the filter conditions will be filtered into this branch of the chain;
• Black point — negative scenario, i. e. all customers who do not satisfy the filter conditions.

For example, the filter selects everyone to whom an SMS message will be sent. All others (the black point branch) will receive an email.

Then both branches of the chain can be combined again with one common action (if required). 

Use customers from segment 

The action allows to select customers who are included in a certain preset segment.

А/В test 

This action allows to run the А/В testing, i. e. to create different variants for continuing the chain in the campaign. This helps to choose the best variant and further apply only this variant. 

In the field — Distribute the number of customers randomly — randomly specify the number of customers that will be used for A/B testing. These customers will be evenly distributed across all branches. Then the most effective variant will be given preference. For example, if 500 is specified in the field, the first 500 customers will be evenly distributed across all branches, and all subsequent customers will be directed to the winning branch.

In the field — Criteria for selection of the winning options — specify the criterion for selecting the best option. The winning option will be the one with the maximum number of openings/clicks/orders.

The field — Result waiting period, days — allows to make a pause and not immediately take into account the actions of customers. For example, if the field is set to 7 days, openings/clicks/orders will not be taken into account for the first 7 days for calculation of the winning option.

To create branches, add the child actions. It is possible to add 2 or more different variants.

А/В test example:

Add to audience 

This action allows to include customers in audience or exclude from audience as part of campaigns.

Select the audience name from the drop-down list or create a new audience in the field below and it will be displayed in the list. 

If you need to transfer the list of customers from the audience to the Loyalty Program, check the correponding box. If integration with the Loyalty Program is configured and it supports transfer of customer lists, the list will be automatically transferred to the Loyalty Program when it is added to the audience.

For example:

1. An audience with the customer list "Wants to buy iPhone 13" is created.
2. This list is automatically sent to the Loyalty Prgram.
3. A rule for customers from this audience can be set up in the Loyalty Program. For example, offer a gift if they buy an iPhone 13.

The option Exclude from audience allows to exclude a customer segment from the audience. Select an adience that should be excluded from the drop-down list. Lists for excluding from audience can also be transferred to the Loyalty Program. 

Assign call 

Allows to schedule a call to customers for a Call Center operator.

Specify a topic of the call (task theme). Prepare a call script for the Call Center operator. The Task script field allows to use the Template Engine patterns. 

The Assign to employee field allows to assign a call to a specific operator of the Call Center or make the employee selection automatic. 

There are 2 possible scenarios:

1. If the System is integrated with a Call Center, a task will be automatically created for a Call Center operator.
2. If there is no integration with the Call Center, the task will be automatically created for the employee in My tasks section.

Assess scores 

This action allows to accrue points/scores to customers for their actions in the System.

For example:

• Visited the website — 3 points;
• Made a purchase from the mailing — 5 points;
• Made a purchase in the store — 20 points.

Points can be both accrued and deducted. For example, if the customer has not purchased anything for three months — deduct 50 points.

In the Amount of scores field, you can specify both a positive number (to accrue points) and a negative number (to deduct points). For example, it is possible to accrue -10 points:

Issue bonus 

This action allows to accrue bonus points to customers in the Loyalty Program.

Specify the quanity of bonus points to be accrued, validity period (if the Loyalty Program supports expiration of bonus points), and a legal entity. If required, add the description for bonus points accrual.

Limit the number of clients 

Limit poll 

The action allows to set the maximum number of customers who will be able to participate in a poll previously created in the Polls section.

In the Poll field, select a poll for which you want to limit the number of participants. Then select one of the options for setting a limit:

• Total limit. In this case, the specified number will determine how many customers in total can participate in the poll.
• Trade object limit. The specified number of customers who can participate in the poll will be set for each trading facility registered in the System.

If there is a need to specify how many customers to ask at a time, check the respective box and specify the number of customers. 

Send SMS 

The action allows to send a text message to customers.

Example of window for sending SMS without Viber option:

Example of window with active Viber option:

You can used macros in the text of the message. 

There is also an option to specify the mailing categry so that to send the message only to interested customers.

Delivery management

By default, SMS messages are delivered to recipients only within the time interval allowed in the module settings, for example from 9:00 a.m. to 9:00 p.m. If the recipient's location time is outside the allowable interval, the message will wait in the queue for the next day until the allowable delivery interval.

The Deliver immediately checkbox allows to ignore this rule and send the message immediately at the moment when a campaign is triggered, ignoring the time at the location of the message recipient. This functionaly is relevant if the customers are located in several different time zones.

Send PUSH 

The action allows to send a push message to customers.

Fill in the required fields:

• Title for the mailing.
• Push text. You can use macros from Template Engine in the text of the message. 
• The Loymax Smart Communications module provides an option of sending In-app notifications. In case of using this option, the window for editing a push notification will contain sections My discounts or Promo type that should be selected. 

• Fill in the external link or deep-link, if there is a need to re-direct the customer to a different website or page in the Mobile App. 
• Check the Deliver immediately box, if there is a need to send push notification immediately at the moment of campaign triggering, ignoring time at the location of message recepient.
• There is an option to select the mailing category so that to send message to the interested customers only. 
• Specify the message lifetime in hours, days or minutes.

Send e-mail 

The action allows to send an email to customers.

• Fill in Sender name and Sender e-mail.
• Specify the return e-mail address, if required. To do this, click the link and type the e-mail address.
• Fill in the Subject and Mail body. There is an option to use email templates. It is also possible to format the text of the email.
• If necessary, you can attach files to the text by clicking the Upload button.
• It is also possible to add the UTM-tag to track online advertising campaigns. If the UTM-tag is set, it will be added to all links in the email. 
• There is an option to specify a mailing category to send an e-mail only to interested customers.
• Specify the Message lifetime in hours, days, or minutes.
• Check the box Deliver immediately, if there is a need to send e-mail immediately at the moment of campaign triggering, ignoring time at the location of message recepient.
• Once you have filled in all parameters of the e-mail, it is possible send a test message. To do this, click Send test message button. Fill in the name and e-mail adress, and click Send.

Filter customers 

This action allows to determine for which customers the next action will be performed. For example, you can perform the following action only with those customers who have active SMS and email subscriptions.

The filter allows to split the incoming flow into two scenarios:

• Red point — positive scenario, i. e. all customers who satisfy the filter conditions will be filtered into this branch of the chain;
• Black point — negative scenario, i. e. all customers who do not satisfy the filter conditions.

For example, the filter selects everyone to whom an SMS message will be sent. All others (the black point branch) will receive an email.

Then both branches of the chain can be combined again with one common action (if required). 

More information about setting up filtering can be found in the section Creating a new segment.

Wait 

Wait till specific date 

This action allows to delay the next action till a specified date.

The next action in a campaign will be performed on the specified date at 00:00 (according to the time zone set in the section Settings > General settings > Contact details > Time zone).

Сheck mail status 

This action is applied after the Send e-mail action. It allows to implement different chains for customers depending on their reaction to the e-mail.

Possible e-mail statuses:

• Not delivered;
• Delivered, not opened;
• Opened, no click;
• Opened, clicked the link.

Action settings:

1. Create the Check mail status action.
2. Create the required number of child actions (descendants).
3. Edit the Check mail status action and specify the criteria for each variant. The critera are the customers' reaction to the e-mail.

Example:

Send an e-mail, wait for 5 days. Then check the e-mail status: 

• If the e-mail was opened and read, and a customer clicked the link in the e-mail, award bonus points to the customer.
• If the e-mail was delivered but it was not opened, send an SMS message to the customer.
• If the e-mail was not delivered, send it once again.

To set up such branching, add 3 child actions to the Check mail status action:

• Issue bonus points;
• Send SMS;
• Send e-mail.

Then edit the Check mail status and specify a criterion for each option:

This is how the campaign chain will look like: 

Report to Manager 

This action allows to send an email to the company's employee who is using the Smart Communications module. 

Specify the subject and add the text of the mail message. It is possible to use Template Engine patterns in the mail message field.

You can send an e-mail to a specific employee by selecting his name in the drop-down list or make the selection of an employee automatic.