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1 **Action **is an activity that the Smart Communications module should perform with respect to the [[Customer Profile>>doc:Main.Using.Smart_Communications.Customers.All_clients.WebHome||anchor="Profile"]] that was included in the [[campaign>>doc:Main.Using.Smart_Communications.Campaign_list.WebHome]] (e.g. send an email, wait, apply a filter, tag, etc.).
2
3 As the **action** input, the campaign receives an array of customer profiles. As the **action **output, the campaign receives an array of customer profiles for which the **action** was performed.
4
5 === Creating an action ===
6
7 To create a new **action** in a chain, perform the following steps:
8
9 * drag an **action** from the left-side menu to the edit field;
10 * or click on the **action**, and then click on the edit field:
11
12 |(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Actions_main.png" width="900"/}}
13
14 |(% style="border-color:white; width:1040px" %)(((
15 Connect the action with the previous element of the campaign using the left mouse button. The connection line should go from the red point to the blue one, as shown on the image.
16
17 To remove the link, right-click on the line.
18 )))|(% style="border-color:white; text-align:center; width:398px" %)[[image:attach:link.png||height="176" width="296"]]
19 |(% style="border-color:white; width:1040px" %)(((
20 The action in the campaign can be **edited**, **copied**, or **deleted**. Right-click on the action and select the desired option in the context menu that opens.
21
22 To proceed to action editing, double-click on it with the left mouse button.
23 )))|(% style="border-color:white; text-align:center; width:398px" %)[[image:attach:Action_edit_en.png||height="141" width="298"]]
24 |(% style="border-color:white; width:1040px" %)If a campaign has several scenarios for a trigger chain that end with the same action, there is an option to combine several campaign branches into a single action.|(% style="border-color:white; text-align:center; width:398px" %)[[image:attach:Combine_actions_en.png||height="231" width="292"]]
25
26 **The following actions are available in the Smart Communications module:**
27
28 {{toc start="6"/}}
29
30 (% class="table-bordered" style="width:1443px" %)
31 (% class="info" %)|(% style="width:417px" %)**Action**|(% style="width:1021px" %)**Description**
32 |(% style="width:417px" %)(((
33 ====== Actualize filter [[image:attach:Filter.webp]] ======
34 )))|(% style="width:1021px" %)(((
35 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.
36
37 **Example of filter application**:
38
39 * Filter customers. For example, add all customers who placed 1 order.
40 * Send an email.
41 * Wait for 30 days.
42 * Actualize filter (new customers appeared during this time).
43 * Send them an email.
44
45 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Actualize_filter.png]]
46
47 There may be other actions between the **Filter customers** and the **Actualize filter **actions.
48
49 (% class="box infomessage" %)
50 (((
51 If there are several filters in the chain prior to the **Аctualize filter **action,** **only the nearest filter will be updated.
52 )))
53
54 Similar to the **Filter customers **action, the **Actualize filter** action allows to split the incoming flow into two scenarios:
55
56 * Red point — positive scenario, i.e. all customers who satisfy the filter conditions will be filtered into this branch of the chain;
57 * Black point — negative scenario, i.e. all customers who do not satisfy the filter conditions.
58
59 For example, the filter selects everyone to whom an SMS message will be sent. All others (the black point branch) will receive an email.
60
61 Then both branches of the chain can be combined again with one common action (if required).
62
63 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Merge_actions_en.png||height="195" width="498"]]
64 )))
65 |(% style="width:417px" %)(((
66 ====== Use customers from segment [[image:attach:Customer_selection.png]] ======
67 )))|(% style="width:1021px" %)(((
68 The action allows to select customers who are included in a certain preset segment.
69
70 (% class="box infomessage" %)
71 (((
72 The list of preset segments and their settings can be found in the **Customers > **[[User segments >>doc:Main.Using.Smart_Communications.Customers.User_segments.WebHome]]section.
73 )))
74 )))
75 |(% style="width:417px" %)(((
76 ====== А/В test [[image:attach:A_B_icon.png]] ======
77 )))|(% style="width:1021px" %)(((
78 This action allows to run the [[А/В testing>>doc:Main.Using.Smart_Communications.Mass_mailings.A_B_testing.WebHome]], 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.
79
80 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:A_B_test_en.png||height="313" width="592"]]
81
82 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.
83
84 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.
85
86 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Criteria_en.png]]
87
88 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.
89
90 To create branches, add the child actions. It is possible to add 2 or more different variants.
91
92 **А/В test example:**
93
94 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:AB_test_example_en.png||height="310" width="286"]]
95 )))
96 |(% style="width:417px" %)(((
97 ====== Add to audience [[image:attach:Add_to_audience.png]] ======
98 )))|(% style="width:1021px" %)(((
99 This action allows to **include customers in audience** or **exclude from audience** as part of campaigns.
100
101 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Add_to_audience_en.png||height="313" width="416"]]
102
103 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.
104
105 If you need to **transfer** the list of customers from the audience to the **Loyalty Program**, check the corresponding 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.
106
107 **For example:**
108
109 1. An audience with the customer list "Wants to buy iPhone 13" is created.
110 1. This list is automatically sent to the Loyalty Program.
111 1. 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.
112
113 The option **Exclude from audience **allows to exclude a customer segment from the audience. Select an audience that should be excluded from the drop-down list. Lists for **excluding from audience **can also be transferred to the Loyalty Program.
114 )))
115 |(% style="width:417px" %)(((
116 ====== Assign call [[image:attach:Call.png]] ======
117 )))|(% style="width:1021px" %)(((
118 Allows to schedule a call to customers for a Call Center operator.
119
120 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Assign_call.png||height="313" width="389"]]
121
122 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>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]].
123
124 The **Assign to employee **field allows to assign a call to a specific operator of the Call Center or make the employee selection automatic.
125
126 (% class="box infomessage" %)
127 (((
128 It is possible to manually select any employee registered in the System (**Settings > Users > Employees list**).
129 )))
130
131 There are 2 possible scenarios:
132
133 1. If the System is **integrated with a Call Center**, a task will be automatically created for a Call Center operator.
134 1. If there is no integration with the Call Center, the task will be automatically created for the employee in **My tasks **section.
135 )))
136 |(% style="width:417px" %)(((
137 ====== Assess scores [[image:attach:Points.png]] ======
138 )))|(% style="width:1021px" %)(((
139 This action allows to accrue points/scores to customers for their actions in the System.
140
141 **For example:**
142
143 * Visited the website — 3 points;
144 * Made a purchase from the mailing — 5 points;
145 * Made a purchase in the store — 20 points.
146
147 Points can be both accrued and deducted. For example, if the customer has not purchased anything for three months — deduct 50 points.
148
149 (% class="box" %)
150 (((
151 Using this action, you can pick the most active customers and build segments using scoring.
152
153 **Example: **
154
155 * Visited the website 3 times in a month — award points.
156 * Made more than 2 purchases in the last quarter — award points.
157 * Opened an email — award points.
158 )))
159
160 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:
161
162 |(% style="border-color:#ffffff; text-align:center" %)[[image:https://docs.loymax.net/xwiki/bin/get/Main/Using/Smart_Communications/Campaign_list/Actions/?sheet=CKEditor.ResourceDispatcher&outputSyntax=plain&language=en&type=attach&typed=true&reference=Assess_scores_en.png||height="198" width="379"]]** **
163 )))
164 |(% style="width:417px" %)(((
165 ====== Issue bonus [[image:attach:Bonus_points.png]] ======
166 )))|(% style="width:1021px" %)(((
167 This action allows to [[accrue bonus points to customers in the Loyalty Program>>doc:Main.Using.Smart_Communications.SmartCom_Bonuses_Accural.WebHome]].
168
169 (% class="box infomessage" %)
170 (((
171 This action is available if the module is integrated with the [[Loyalty Program>>doc:Main.General_information.Loymax_Loyalty.WebHome]]. Integration can be configured via request to the technical support service.
172 )))
173
174 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Issue_bonus_en.png||height="367" width="415"]]
175
176 (% class="box infomessage" %)
177 (((
178 A set of parameters of the **Issue bonus** action** **depends on the capabilities of each specific Loyalty Program platform.
179 )))
180
181 Specify the **quantity **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.
182
183 (% class="box" %)
184 (((
185 If there is a need to accrue bonus points and send notification to customers, create a chain of actions in the campaign: **Issue bonus** **> Wait > Send e-mail**. In this case customers will get bonus points first, and then they will receive a message about accrual of bonus points. This will allow to avoid situations when the customer has already received a notification, but his/her bonus account has not been updated yet.
186 )))
187 )))
188 |(% style="width:417px" %)(((
189 ====== Limit the number of clients [[image:attach:Limit_participants.png]] ======
190 )))|(% style="width:1021px" %)The action allows to limit the number of customers for whom subsequent actions in the chain will be performed. This limit is applied to the entire campaign. Once the specified number of customers is reached, the campaign stops.
191 |(% style="width:417px" %)(((
192 ====== Limit poll [[image:attach:Poll_limitation.png]] ======
193 )))|(% style="width:1021px" %)(((
194 The action allows to set the maximum number of customers who will be able to participate in a poll previously created in the [[Polls >>doc:Main.Using.Smart_Communications.Survey.WebHome]]section.
195
196 (% class="box infomessage" %)
197 (((
198 This action is available only if the polls functionality is enabled. For more details, please refer to the [[Polls >>doc:Main.Using.Smart_Communications.Survey.WebHome]]section.
199 )))
200
201 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Limit_poll.png||height="342" width="383"]]
202
203 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:
204
205 * **Total limit**.** **In this case, the specified number will determine how many customers in total can participate in the poll.
206 * **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.
207
208 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.
209 )))
210 |(% style="width:417px" %)(((
211 ====== Send SMS [[image:attach:SMS.png]] ======
212 )))|(% style="width:1021px" %)(((
213 The action allows to send a text message to customers.
214
215 (% class="box infomessage" %)
216 (((
217 If the SMS provider support the Viber option, it is possible to send Viber messages or Viber > SMS cascade.
218 More information about cascades and Viber messages can be found [[here>>doc:Main.Using.Smart_Communications.Mass_mailings.SMS_mailings.WebHome]].
219 )))
220
221 **Example of window for sending SMS without Viber option:**
222
223 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Send_SMS_en.png||height="509" width="396"]]
224
225 **Example of window with active Viber option:**
226
227 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Viber_message_en.png||height="481" width="374"]]
228
229 You can used [[macros>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]] in the text of the message.
230
231 There is also an option to specify the [[mailing category>>doc:Main.Using.Smart_Communications.Settings_SC.Mailing_categories.WebHome]] so that to send the message only to interested customers.
232
233 **Delivery management**
234
235 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.
236
237 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 functionality is relevant if the customers are located in several different time zones.
238
239 (% class="box infomessage" %)
240 (((
241 The action of sending SMS messages is performed only for customers who simultaneously have the following:
242
243 * active subscription to the SMS communication channel;
244 * the phone number is valid;
245 * active subscription to a selected mailing category (if specified).
246 )))
247
248 (% class="box warningmessage" %)
249 (((
250 **Important: **any actions in the chain that are child actions to the **Send SMS** action are performed **only **for customers to whom the message was sent (ignoring the delivery status).
251 )))
252 )))
253 |(% style="width:417px" %)(((
254 ====== Send PUSH [[image:attach:Push_icon.png]] ======
255 )))|(% style="width:1021px" %)(((
256 The action allows to send a push message to customers.
257
258 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Send_PUSH_en.png||height="572" width="432"]]
259
260 Fill in the required fields:
261
262 * **Title **for the mailing.
263 * **Push text**. You can use [[macros from Template Engine >>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]]in the text of the message.
264 * 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.
265
266 (% class="box infomessage" %)
267 (((
268 **Note**: to be able to send In-app notifications, the backend of the existing Mobile App should be integrated with the module at the Partner's request.
269 )))
270
271 * 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.
272 * 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 recipient.
273 * There is an option to select the [[mailing category>>doc:Main.Using.Smart_Communications.Settings_SC.Mailing_categories.WebHome]] so that to send message to the interested customers only.
274 * Specify the **message lifetime **in hours, days or minutes.
275
276 (% class="box infomessage" %)
277 (((
278 The action for sending push notifications is performed only for customers who simultaneously have the following:
279
280 * active subscription to PUSH channel;
281 * push identifier is filled in;
282 * active subscription to the selected mailing category (if specified).
283 )))
284
285 (% class="box warningmessage" %)
286 (((
287 **Important: **any actions in the chain that are child nodes to the **Send push** action are performed **only **for customers to whom the message was sent (ignoring the delivery status).
288 )))
289 )))
290 |(% style="width:417px" %)(((
291 ====== Send e-mail [[image:attach:Mail.png]] ======
292 )))|(% style="width:1021px" %)(((
293 The action allows to send an email to customers.
294
295 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Send_email_en.png||height="557" width="461"]]
296
297 * Fill in **Sender name **and **Sender e-mail**.
298 * Specify the **return e-mail address**, if required. To do this, click the link and type the e-mail address.
299 * Fill in the **Subject** and **Mail body**. There is an option to use [[email templates>>doc:Main.Using.Smart_Communications.Mass_mailings.Emails.Templates.WebHome]]. It is also possible to [[format >>doc:Main.Using.Smart_Communications.Mass_mailings.Emails.WebHome||anchor="H42443E44043C43044243844043E43243043D43843544243543A44144243043F43844144C43C430"]]the text of the email.
300 * If necessary, you can attach files to the text by clicking the **Upload **button.
301 * It is also possible to add the [[UTM-tag>>https://ru.m.wikipedia.org/wiki/UTM-%D0%BC%D0%B5%D1%82%D0%BA%D0%B8]] to track online advertising campaigns. If the UTM-tag is set, it will be added to all links in the email.
302 * There is an option to specify a [[mailing category>>doc:Main.Using.Smart_Communications.Settings_SC.Mailing_categories.WebHome]] to send an e-mail only to interested customers.
303 * Specify the **Message lifetime **in hours, days, or minutes.
304 * 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 recipient.
305 * 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 address, and click **Send**.
306
307 (% class="box infomessage" %)
308 (((
309 The action for sending e-mail is performed only for customers who simultaneously have the following:
310
311 * active subscription to e-mail channel;
312 * E-mail address is valid;
313 * (((
314 active subscription to the selected mailing category (if specified).
315 )))
316 )))
317
318 (% class="box warningmessage" %)
319 (((
320 **Important: **any actions in the chain that are child nodes to the **Send e-mail **actions are performed **only** for customers to whom the message was sent (ignoring the delivery status).
321 )))
322 )))
323 |(% style="width:417px" %)(((
324 ====== Filter customers [[image:attach:Customer_filter.png]] ======
325 )))|(% style="width:1021px" %)(((
326 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.
327
328 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Filter_customers_en.png]]
329
330 The filter allows to split the incoming flow into two scenarios:
331
332 * Red point — positive scenario, i.e. all customers who satisfy the filter conditions will be filtered into this branch of the chain;
333 * Black point — negative scenario, i.e. all customers who do not satisfy the filter conditions.
334
335 For example, the filter selects everyone to whom an SMS message will be sent. All others (the black point branch) will receive an email.
336
337 Then both branches of the chain can be combined again with one common action (if required).
338
339 More information about setting up filtering can be found in the section [[Creating a new segment>>doc:Main.Using.Smart_Communications.Customers.User_segments.WebHome]].
340
341 |(% style="border-color:#ffffff; text-align:center" %)
342 )))
343 |(% style="width:417px" %)(((
344 ====== {{id name="Wait"/}}Wait [[image:attach:Wait.png]] ======
345 )))|(% style="width:1021px" %)This action allows to delay the next action. Specify by how many hours/days/minutes you want to delay the next action.
346 |(% style="width:417px" %)(((
347 ====== Wait till specific date [[image:attach:Wait_till_date.png]] ======
348 )))|(% style="width:1021px" %)(((
349 This action allows to delay the next action till a specified date.
350
351 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>>doc:Main.Using.Smart_Communications.Settings_SC.Settings.WebHome||anchor="01"]]** > Time zone**).
352
353 (% class="box infomessage" %)
354 (((
355 If the next action in a campaign is sending SMS/push notifications, the messages will be delivered later (at the time specified in the **Settings > General settings > **[[SMS>>doc:Main.Using.Smart_Communications.Settings_SC.Settings.WebHome||anchor="03"]]** > Time interval for SMS delivery**).
356 )))
357 )))
358 |(% style="width:417px" %)(((
359 ====== Сheck mail status [[image:attach:Status_check.png]] ======
360 )))|(% style="width:1021px" %)(((
361 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.
362
363 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Check_mail_status_en.png||height="224" width="429"]]
364
365 Possible e-mail statuses:
366
367 * Not delivered;
368 * Delivered, not opened;
369 * Opened, no click;
370 * Opened, clicked the link.
371
372 **Action settings:**
373
374 1. Create the **Check mail status **action.
375 1. Create the required number of child actions (descendants).
376 1. Edit the **Check mail status **action and specify the criteria for each variant. The criteria are the customers' reaction to the e-mail.
377
378 (% class="box infomessage" %)
379 (((
380 The **Wait** action is required in a chain between the **Send e-mail **and **Check mail status**. This is necessary to maximize the chain efficiency and to give a customer an opportunity to react to the e-mail.
381 )))
382
383 **Example:**
384
385 Send an e-mail, wait for 5 days. Then check the e-mail status:
386
387 * If the e-mail was opened and read, and a customer clicked the link in the e-mail, award bonus points to the customer.
388 * If the e-mail was delivered but it was not opened, send an SMS message to the customer.
389 * If the e-mail was not delivered, send it once again.
390
391 To set up such branching, add 3 child actions to the **Check mail status **action:
392
393 * Issue bonus points;
394 * Send SMS;
395 * Send e-mail.
396
397 Then edit the **Check mail status** and specify a criterion for each option:
398
399 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Status_options_en.png||height="278" width="344"]]
400
401 This is how the campaign chain will look like:
402
403 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Chain_status_check_en.png||height="245" width="425"]]
404
405 (% class="box infomessage" %)
406 (((
407 **Note**: before sending SMS messages it is necessary to check customers for availability of the communication channel, i. e. a combination of filters should be applied:** E-mail is valid **and **Active SMS subscription**.
408 )))
409 )))
410 |(% style="width:417px" %)(((
411 ====== Report to Manager [[image:attach:Manager.png]] ======
412 )))|(% style="width:1021px" %)(((
413 This action allows to send an email to the company's employee who is using the Smart Communications module.
414
415 |(% style="border-color:#ffffff; text-align:center" %)[[image:attach:Report_to_manager_en.png||height="306" width="378"]]
416
417 Specify the **subject** and add the text of the **mail message**. It is possible to use [[Template Engine patterns >>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]]in the **mail message** field.
418
419 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.
420
421 (% class="box infomessage" %)
422 (((
423 You can manually select any employee registered in the System (**Settings > Employees**).
424 )))
425 )))
Created 13/12/2023 09:53
Last edited 21/05/2025 08:07

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