Create a multichannel campaign with orchestration rules

単一の連絡先リストを使用して、オーケストレーション ルールを使用するマルチチャネル キャンペーンを作成および管理します。優先チャネル専用の列を備えた 1 つの連絡先リストからキャンペーンを効率的に管理します。優先する通信チャネル（音声、電子メール、SMS）に基づいて連絡先をフィルタリングします。 

The filters in your campaigns are dynamic, which means that they are constantly evaluated during the campaign’s runtime. Your contact list filters dynamically and campaigns execute simultaneously across the different channels. When a contact’s preferred channel is updated, the contact automatically redirects to the appropriate campaign, which allows for simultaneous execution of voice, SMS, and email campaigns, and managed from a single list. 

To create a multichannel campaign, and with an understanding of contact list filters and rule management, you need: 

  • A contact list with a designated column to specify channel preferences
  • Access to create and manage campaigns in Genesys Cloud

To create and efficiently manage a multichannel campaign in Genesys Cloud without the need for Data Actions, follow these steps. 

  1. 連絡先リストをフォーマットします。
    • When you create your contact list, include a column, such as Preferred Channel, that indicates whether the contact prefers Voice, Email, or SMS.
    • Add more columns for your campaign, if necessary, such as contact information or segmentation data.
  2. Create the contact list filters that direct each contact to the appropriate campaign type. For your preferred channel column, create filters for each communication channel.
    • Voice filter, to filter contacts preferring voice communication
    • SMS filter, to filter contacts preferring SMS
    • Email filter, to filter contacts preferring email
  3. To ensure that each campaign targets only contacts with the corresponding preferred channel, create your campaigns and apply the corresponding filters. 
    • Voice campaign: Apply the Voice filter
    • SMS campaign: Apply the SMS filter
    • Email campaign: Apply the Email filter
    注記:キャンペーンを作成するときは、両方を有効にしてください動的キューイングと動的フィルタリング。これらの設定は、マルチチャネル キャンペーンを機能させるために重要です。
  4. (Optional) Next, set up the following orchestration rules:
    • Post-call (wrap up) rules for voice: After a call completes, create rules that update the contact’s Preferred channel based on conditions. For example, use a wrap-up rule to evaluate whether the number of voicemails that remain is greater than X, and if so, modify the contact’s preference column.
    • Post-contact rules for digital channels: For SMS and email campaigns, set up rules that modify the contact’s preference or when certain conditions are true. For example, with a post-contact rule, update a time stamp after contact is made, and then in a pre-contact rule check how much time has passed after the last attempt. If the time falls within a specified window, modify the contact’s preference.