Create a multichannel campaign with orchestration rules

使用单个联系人列表来创建和管理使用编排规则的多渠道活动。您可以通过一个联系人列表高效地管理您的营销活动，其中设有指定首选渠道的列。根据联系人喜欢的沟通渠道过滤联系人：语音、电子邮件或短信。 

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. 格式化联系人列表。
    • 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
    笔记：创建广告系列时，请确保同时启用动态排队和动态过滤。这些设置对于有效的多渠道营销活动至关重要。
  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.