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Broadcast Creation Complete Guide

Table of contents

Broadcast Creation

 

There are several different types of broadcasts that are available to use in Multichannel.These will be determined by your site settings, which are determined by your requirements.

 

Select Channels Broadcast:         Enables the user to choose which channel(s) this particular broadcast is sending to.  We may send multi-channel broadcasts also, for example, SMS and email campaigns in the same broadcast.

 

Express Broadcast:                          Sends messages to all available method of communication for members of the Customer Group.  For example; if a relevant customer has three mobile phone numbers and 2 email addresses, they will receive 5 messages from the system.

 

Single Channel Plus Backup:       If a member of a customer group has a contactable EmailAdddess1 then the initial message sent will be an Email message.  Rules defined within broadcast settings will determine if in the event of the Email failing to be delivered if we will then attempt to send a SMS message.  Currently this only works Email initially sent / SMS is the back up if the Email bounces within the time frame defined.

 

Default Channel Only:   We can allocate a preferred / default channel option either by default or manually to a customer. When the preferred channel mode is selected in an outgoing broadcast, customers will receive only communication to their preferred / default channel, not all valid channels.

  1. Define your Broadcast

 

 

 

 

Note that Mode and Channels selections vary depending on your site settings.  ‘Mode / Channels’ options available to you will be one of the following and the user manual needs to be read in conjunction with your settings;

 

Select Channels or Express Broadcasting or Single Channel Plus Backup with default channel only option 

Select Channels, Express Broadcasting or Single Channel Plus Backup with no default channel only option

Select Channels or Single Channel Plus Backup options available, default channel selection possible but express not possible:

Select Channels or Single Channel Plus Backup options available, No express or default channel selection possible:

 

  • Name
  • The unique broadcast name.  This will have a default setting that reflects the date time of when the broadcast is initially added (in the format of dd/MM/yyyy hh:mm:ss). If you send out multiple broadcasts in a short space of time it is advised that you change this to something more meaningful.  This is quite critical as all broadcast reports in the reporting module are able to be selected by this field only.
  • Description
  • An extended description outlining the purpose of the broadcast.
  • Status
  • This will display the status of the broadcast. If this is the first time you have entered this broadcast message the status will be ‘Draft’.
   
  • Mode
  • Your site set up determines which modes are applicable. See previous screen shots.
  • Select Channels – this enables you to define the channels the Broadcast is to send via using the customers’ primary contactable detail (or the first secondary if the primary is not contactable).  If the Admin Settings has ‘select channels’ selected (enabled) then this radio button will be selected by default when you create any new broadcast.
  • Express – this will send the message to all contactable details available for the customer, using all available channels.  If the Admin Settings has ‘express’ selected (enabled) then this radio button will be selected by default when you create any new broadcast. If express broadcasting is not available to your site then you will not see this field within broadcasts. Express broadcasting streamlines the process to quickly end messages to groups of contacts. The message will be sent to every contactable detail for every available channel. The email and fax channels use the same message.
  • Preferred Channel only – this option if selected will send the broadcast message to the customer ONLY if the channel selected is their preferred channel.  If for example the customers preferred channel (in the message console) is set to SMS, and we are sending an email broadcast with the Preferred Channel only option selected, even if the customer has a valid and contactable email address they will NOT receive the broadcast.  If the Admin Settings has ‘preferred channel only’ selected (enabled) then this radio button will be selected by default when you create any new broadcast.  If preferred channel is not available to your site then you will not see this field within broadcasts. NB/ If both express and preferred channel are available options on your site and you wish to send an express broadcast then do not tick preferred channel if you want to broadcast to every contactable detail for every available channel.
  • Single Channel Plus Backup - If a member of a customer group has a contactable EmailAdddess1 then the initial message sent will be an Email message.  Rules defined within broadcast settings will determine if in the event of the Email failing to be delivered if we will then attempt to send a SMS message.  Currently this only works Email initially sent / SMS is the back up if the Email bounces within the time frame defined.
  • Channels
  • Your site set up determines which channels are applicable and if you get to select any channels when submitting a broadcast. See previous screen shots.
  • Indicate the channels that this broadcast will be sent via.  Note – you may choose more than one channel in a single broadcast.  The template or entry screens for each type of message e.g. sms or email will be presented to you for entry.   The option will not be available if ‘Express’ mode is selected.
  • Customer Groups
  • Choose which customer group(s) to send the broadcast to from the drop down list. Only active groups are available for selection.  Click on ‘Add’ to select the customer group.  Multiple groups can be selected for broadcasting to as required.
  • If the customer group does not exist then one can be added during the creation of a broadcast.  See details below for creating a new customer group.
  • Notification Customers
  • Specify an existing individual in the database to notify them that the broadcast has commenced processing, by typing in their details. They will receive a copy of the message on all available channels first .If a notification customer is inactive or has opted out on a given channel; it will show up in the report.   The notification customer;
    1. Has to be a customer in your database. As you type this will auto complete showing a list of the first ten contacts which best match.
    2. Click on the contact required
    3. Click on ‘Add’ to select the recommendation

 

  1. Customer Groups

 

Customer Groups are the collections of individuals that we send outbound broadcasts to.  Customer Contacts can be members of multiple Customer Groups.  These can be added using 2 methods –

 

  • Manual allocation of customer to an existing group within the Customer Console
  • Manual allocation / import of customers to an existing group within Admin - - > Customer groups.  

 

The prerequisites for importing data are that:

 

  1. A file that creates customers into a broadcast group is available to you to upload and;
  2. The data to be imported is formatted correctly.

 

Admin users are able to create and add / import customers into a group ‘on the fly’ within the Broadcast wizard.  General Users with access to Broadcasts will need an admin user to add a new group if required.   Admin users click on ‘Create New Customer Group’ . Once you have completed adding the new customer group you will be returned to your broadcast. The customer group you have just created will default into the customer group field.

 

Adding customer groups outside of broadcast wizard click Home à Admin à Customer Groups  

 

 

  • Name
  • The unique customer group name. 
  • Description
  • The description for this customer group.
  • Group Opt In Code
  • The opt in code for use with the SMS Subscription Handler – this is the keyword a customer will text in to opt into a group
  • Opt In Auto Response
  • This is the auto response message sent to a customer when they text the Group opt in code (NB: only applies when the SMS Subscription Handler is enabled).
  • Opt Out Auto Response
  • This is the auto response message sent to a customer when they text the Group opt out code (NB: only applies when the SMS Subscription Handler is enabled).
  • Status
  • The status is Active if a group is available, or Inactive, if not available for use.
  • # Customers
  • To view existing customers in a group click on the link for the group in the # Customers column (see highlighted above). 
  • Clear Members
  • Clears the group members currently assigned to this group.
  1. Adding new Customer Groups

To add new customer group click on the ‘Add Customer Group’ button

 

 

 

  • Name
  • Enter the Group Name for this customer group
  • Description
  • Enter the full Description for the customer group
  • Group Opt In Code
  • This is the opt in code for use with the SMS Subscription Handler – this is the keyword a customer will text in to opt into a group
  • Opt In Auto Response
  • This is the auto response message sent to a customer when they text the Group opt in code (NB: only applies when the SMS Subscription Handler is enabled).
  • Opt Out Auto Response
  • This is the auto response message sent to a customer when they text the Group opt out code (NB: only applies when the SMS Subscription Handler is enabled).

 

  1. Maintaining Existing Customer Groups

 

If the customer group has been saved then the tab ‘Group Members’  will contain the count of how many members are in this customer group.

 

Click on this tab and the members within this group will be displayed;

 

 

 

  • Click on this icon and the applicable customer record will display the customer details tab in the customer console.
  • Customer Ref 1
  • Displays the current Customer Ref1 detail from the message console for the customer displayed
  • Customer Ref 2
  • Displays the current Customer Ref2 detail from the message console for the customer displayed
  • First Name
  • Displays the current first name from the message console for the customer displayed
  • Last Name
  • Displays the current last name from the message console for the customer displayed
  • Mobile
  • Displays the current mobile number details from the message console for the customer displayed
  • Email
  • Displays the current email address from the message console for the customer displayed
  • Fax
  • Displays the current fax number from the message console for the customer displayed
  • Twitter
  • Displays the current fax number from the message console for the customer displayed
  • Status
  • 1 = active customer, 0 = inactive customer.  Only active customers are broadcasted to.

 

Note - Any change made to customer details in the Customer Console will take effect for any customer in any existing broadcast group.

 

  • Details  :  Click on the ‘Detail’ icon to display the full details for this customer;
  • Select  Click on the corresponding customer record that you want to select (used for removing customers from a customer group). If selected (ticked) then clicking on the select field again will deselect the record.
  • Export Current View: Click on the ‘Export Current View’ button  and the details for the customers in the selected customer group will be exported to an excel spreadsheet format.
  • Select All: Click on the ‘Select All’ button  and all customers in this group will be selected.
  • Select None: Click on the ‘Select None’ button  and any customers in this group that are flagged currently as selected (ticked) will no longer be selected.
  • Add Filter: Click on the ‘Add Filter’ button  to be able to filter the existing data;

 

 

  • Field Name: Click on the drop down box to display a list of the customer and generic customer fields applicable to your site, select the option required.
  • Filter Type: Click on the drop down box to display a list of filter types and select the option required.
  • Filter Value:  Enter the value that you want to filter the list of customers by.
  •  - Accepts the options entered and will filter the customer list accordingly.
  •  - Cancels the current editing.
  •  - Removes the filter criteria and displays all customers or those applicable to any other filters still present.

 

Similarly, lists uploaded to a Broadcast Group also affect the active group following the specified business rules below;

 

  • Customers can be added or removed from the Broadcast Group until the Broadcast Wizard ‘Confirm’ step has been completed. 
  • At this point the members of the broadcast group cannot be changed however their details can be i.e. email address contactable, name spelling, addresses etc.

 

 

  1. Manually adding Customers to Group

The ‘Add Customers to Group’ tab   allows you to add any existing customers to a customer group; Click on Add customers to group tab and screen displays;

 

 

Search:   Enter text for searching customers in the Customer Console. Tick the box = exclude customers already in the group so you will return only those customers that match the search criteria that are not in the customer group currently. Click on search and any applicable customer records will be displayed;

 

 

 

  • Add Selected: Click on the ‘Add Selected’ button   and any selected records will be added to this customer group.
  • Add All: Click on the ‘Add All’ button  and you will be prompted to add all customers selected to this customer group. Note if you choose to proceed with this action then all customers, regardless of whether you have selected them or not, will be added to the group.

 

 

 

Alternatively individual customers can also be manually added to (or removed from) a Group through the Customer Groups tab in the Customer Console.

 

  1.  Removing Customers from Groups
  • Remove Selected: Click on the ‘Remove Selected’ button   and any selected records will be taken off this customer group.
  • Remove All: Click on the ‘Remove All’ button and you will be prompted to remove all customers from this group. Note if you choose to proceed with this action then all customers, regardless of whether you have selected them or not, will be removed from the group.
  • Customer Data Import

The behaviour of uploading lists is determined by the Customer Identifier Rules setup for your site.

 

Unique Customer Ref Match (CustomerRef1 / CustomerRef2 combo):

 

Your site setup will match on both CustomerRef1 and CustomerRef2 fields so any upload list must always contain both these fields.

 

  • Where there is a matching Customer Reference combination found, the customers’ details are overwritten and any existing customer details including channel information is maintained.
  • Where there is no Customer Reference combination match found a new record is created e.g. a new customer is added to the database.
  • Upload Business Rules

When uploading data, updates are dependent on a match occurring within the CustomerRef (as stated above). If a match does occur then the following rules apply:

 

  • If a column contains blank field information it will not overwrite existing customer data unless the “Update customer details with blank field information” checkbox is selected.  (Ticked).
    1. Please note that blank information updates only apply to extended customer information and not primary channel data.

 

 

  • Data in the upload file must pass any field validation rules set up on your site.   For example; standard regular expression rules monitor the incoming mobile phone number and email field formats.

 

 

  • All channel1 fields are deemed to be a customer’s primary contact for that channel. For example- importing into Mobile1 or EmailAddress1 will ensure the imported details become the primary Mobile Number and Email Address for that customer record.
  • If there is no primary contact available for a customer then the next lowest number contact is promoted to be become the primary contact.
  • We can change any of the channel contact details to be contactable or uncontactable during the import. To do this we must include the column for the channel and the related number (i.e. Mobile1, Mobile2, Mobile3, Mobile4 or Mobile5) and an additional column to determine if the Mobile Number is to be made contactable or uncontactable (MobileContactable1) – the entry in this field is a 1 – contactable, or a 0 – uncontactable. Please note however that in terms of Twitter Accounts there is TwitterAccountName1 only and there is no facility to make a Twitter Account Name uncontactable via a customer import.
    1. For example if Mobile2 is currently contactable and you want to upload the customer details and set Mobile2 to uncontactable then the columns Mobile2 and MobileContactable2 must both be in the csv file. (Email addresses start with EmailAddress1, EmailAddress2, EmailAddress3, EmailAddress4, and EmailAddress5).  See example below for Mobile2;

 

 

  • The upload file can contain a maximum of 5 contacts per channel per customer.  That is, 5 mobile numbers, 5 email addresses, 5 fax numbers, 5 Twitter Account Names.
  • If communication types are enabled for your site then these may also be imported.  The format is Mobile1CommunicationType, ditto Mobile2-5,  Email1CommunicationType,  ditto Email2-5, Fax1CommunicationType, ditto Fax2-5, HomePhone1CommunicationType, ditto HomePhone2-5, BusPhone1CommunicationType,  ditto BusPhone2-5.
  • Upload file column names for generic data fields can be either the ‘Map To’ name or the ‘Field’ name and will be uploaded even if the field is disabled. e.g. Company or ShortField01.

 

Example using ShortFields

 

 

Example using label assigned to ShortFields

 

 

A single customer may not have duplicate contacts for the same channel in the upload file.

 

 

In regards to importing phone numbers these must have international formatting applied to them, either in the upload file or they can be configured to have the prefix applied during the import process

 

Uploading a file will create new customer details for any customers who do not already exist in the database and updates any changed details of any record which already exists based on the criteria entered.

 

‘Update Customer Details with blank field information’ when ticked  :  any column that exists in the upload file that is blank will over write the existing customer record in Multichannel with blank information.  If a field is not in the csv file then there will be no impact on the existing customer record within Multichannel.  Please note the following are the only columns within Multichannel that the blank overwrite applies;

  • Customer.CustomerRef1 
  • Customer.CustomerRef2
  • Customer.FirstName
  • Customer.LastName
  • Customer.Address1 
  • Customer.Address2
  • Customer.Address3
  • Customer.City
  • Customer.State 
  • Customer.Country
  • Customer.PostCode
  • Customer.PreferredChannel
  • Customer.TimeZoneInfoID
  • all GenericCustomerData fields

 

 

‘Update Customer Details with blank field information’ when un-ticked  : any column that exists in the upload file that is blank will not over write the customer record in Multichannel with blank information, the detail in the existing record will remain unchanged.  If a field is not in the csv file then there will be no impact on the existing customer record within Multichannel.

 

In the Import Customers tab, click on browse and select the .csv file that you would like to upload. 

 

Then click on ‘Upload’

 

 

 

To upload successfully, the .CSV file needs be in a specific format, based on field names.  This should have the following columns – note the order that columns appear in is not important;

  • CustomerRef1
  • CustomerRef2
    At least one Channel detail 
  • EmailAddress1(2,3,4,5) : leave this blank for SMS  or fax messages
  • Mobile1(2,3,4,5): these always start with the country code e.g. 64 (NZ) or 61(AU). Leave blank for email or fax messages.
  • Fax1(2,3,4,5): these always start with the country code if outside New Zealand e.g. 61(AU). Leave this blank for SMS  or email messages
  • TwitterAccountName1

 

When sending, the broadcast will use either the primary channel detail for the customer or the communication type applicable to the broadcast.

 

Where the customer is Inactive no message will be sent regardless of whether individual channel details are contactable.

 

This file may also contain any of the following update information:

  • Status: to make a customer record active insert a 1 in this column, to make a column inactive insert a 0.
  • FirstName
  • LastName
  • Customer Detail Fields: the field name in the column needs to match the field name displayed in the Customer Detail field you wish to update. These fields may contain spaces but may not include commas.
  • HomePhone1(2,3,4,5) – see example below; 
  • BusPhone1(2,3,4,5) - see example below; 

  • ChannelContactable1(2,3, 4,5): Contactable fields specify whether the matching channel detail supplied is available for outbound use i.e. this is an opt out facility.   Note – if you are changing a contact e.g. HomePhone1 from Contactable to Uncontactable then you must also include the related contact detail in the file.  E.g. the Mobile1 field or EmailAddress1 – see example below.

 

 

 

  • Specifying MobileContactable1(2,3,4,5), EmailContactable1(2,3,4,5) or FaxContactable1(2,3,4,5) as 0 in the upload file designates this number as opted out or not contactable. A value of 1 makes the channel detail contactable.
  • MobileCarrierCode1(2,3,4,5):  These fields are required when carrier information is needed to send messages e.g. Australia PSMS and US/ CANADA. Where an inbound message has been received from the handset this information is tracked automatically so does not need to be uploaded.
  • Time Zone: Format is the Standard Time description given to each time zone (e.g. Greenwich Standard Time, New Zealand Standard Time, Central Standard Time).  Column header ID = TimeZoneInfoID.  Refer to Super User Manual for full list of Time Zones.
  • Date Time fields can be used in customer import uploads. Valid date time formats are as follows;
    • 23/10/2009 9:00 pm
    • 13-10-2009 21:00
    • 2006-06-12
    • 09-10-2007
    • 2006.06.12 12:00
    • 15.09.2007 23:00
    • If the date is invalid – the whole row will fail to import.
  • CommunicationTypes: When enabled for your site then each of the applicable contacts (Mobile1-5, Email1-5, Fax1-5, HomePhone1-5, BusPhone1-5 can have the applicable communication type assigned to the record.  The communication types themselves are site definable – for user manual purposes we use 2 only e.g. marketing and official.  A contact can have a single communication type or multiple communication types assigned to it (each type is separated with a semi colon, e.g. marketing;official will assign both communication types to the one contact record in the import file, see example below).  Communication Types are assigned to individual contacts thus if you are changing / adding a communication type for e.g. EmailAddress1 then EmailAddress1 and Email1CommunicationType must both be in the import file, see example below.

 

 

 

To import the file, enter the Broadcast Group, click on the ‘Browse’ button and locate the file required.

 

 

 

Click on the ‘Upload’ button to initiate the import to Multichannel.

 

The file will then upload, identifying any issues as it goes along.   Refresh the page to get an update on progress.

 

Error messages: - error messages result in the customer / member NOT being imported to the Broadcast group.

 

 

Upload errors and warnings (i.e. where a record has not been added or the system has uploaded a record but highlights a potential issue) will display at the bottom of the screen with an error/warning message identifying what has happened. 

 

  • Column name is invalid Parameter name: ‘the incorrect column name will be displayed’ – note, this will prevent any data from being imported – see correct column headers above. 
  • Unable to Import, duplicate unique ID in file – this will prevent a specific record(s) from being imported.  For example; if your site is CustomerRef1 matching you will see by searching on the errored record that you have another row with the same CustomerRef1.  Note – neither of the records will be updated.
  • Unable to Import, mandatory field is blank.  This indicates that there is information missing from your file – a CustomerRef1 and / or CustomerRef2, or contact information e.g. Mobile Phone Number.
  • Unable to Import, customer has duplicate contact details: ‘CustomerRef1 or CustomerRef1/CustomerRef2 is a duplicate with another record in the file’.
  • Unable to Import, Customer has no primary channel. File is missing primary contact information.
  • Unable to Import, Customer has no channel data (missing at least one of Mobile, Email or Fax)
  • Duplicate primary channel records contained in the upload file.  The same e.g. mobile number is allocated to multiple records in the file.
  • Customer contact value not valid Parameter name – if this is an issue with the mobile number in the import file appearing as for example 6.42102E11 then you need to format the Mobile1 (2,3,4,5) field(s) so the values are numbers to 0 decimal places and then resave the csv file.  Each time you reopen and save a csv file the formatting is not remembered from the previous save.

 

 

Warning messages – warning messages will import the data.  The list of warning messages will not display by default.  Click on

 

 

  • A customer already exists with these contact details

 

If you still wish to upload these records, you need to resolve the errors and upload these again in a new .CSV file (or clear the group and start again). A count is included to verify that the correct number of records has been uploaded.  Clicking on this will display details of customers in the group.  The field = Source Item No if populated will be the applicable row number from your csv file that is in error / has resulted in a warning.

 

When the upload has completed and is successful the display will be

 

 

 

Click on the ‘Close’  button.

 

  1. Populate Customer Group

 

The ‘Populate Customer Group’ tab   allows you to add existing customers to a customer group by importing a file of valid customers.  Click on the populate customer group tab

 

Uploading a file will not create new customer details for any customers who do not already exist in the database and due to the restriction of the columns allowed in the file it can not be used to update any customer details in the database either.  If new customers / updates to existing customers are required them the ‘import customers’ tab should be used.

 

The file being imported must be a .csv file and restrictions exist based on the settings for your site.

 

Your site is CustomerRef1 and CustomerRef2 matching this should have the following columns;

 

 

In the ‘Populate Customer Group’ tab, click on browse and select the .csv file that you would like to upload. 

 

Then click on ‘Upload’

 

To import the file, enter the Broadcast Group, click on the ‘Browse’ button and locate the file required.

 

 

 

Click on the ‘Upload’ button to initiate the import to Multichannel.

 

The file will then upload, identifying any issues as it goes along.   Refresh the page to get an update on progress.

 

Error messages: - error messages result in the customer / member NOT being imported to the Customer group.

 

 

Upload errors and warnings (i.e. where a record has not been added to the customer group or the system has uploaded a record but highlights a potential issue) will display at the bottom of the screen with an error/warning message identifying what has happened. 

 

  • Column name is invalid Parameter name: ‘the incorrect column name will be displayed’
  • Invalid number of column headers
  • Unable to add Customer to group. Customer does not exist.

 

Warning messages – warning messages will import the data.  The list of warning messages will not display by default.  Click on ‘Include Warnings’

 

 

If you still wish to upload these records, you need to resolve the errors and upload these again in a new .CSV file (or clear the group and start again). A count is included to verify that the correct number of records has been uploaded.  Clicking on this will display details of customers in the group.  The field = Source Item No if populated will be the applicable row number from your csv file that is in error / has resulted in a warning.

 

When the upload has completed and is successful the display will show:

 

 

Click on the ‘Close’  button.

 

 

 

 

It is always a good idea to send a test message before sending a bulk message to ensure this is received as intended.

  1. Define Channels
  2. Define Channels – Select Channels

 

  • Click on ‘Next’ to move to step 2 of the wizard to compose your message.  For each channel type defined you will be requested to select a template (if applicable), enter the text for the broadcast, you can right click with your mouse and insert agent, customer, or customer data field details “on the fly”, and assign a category to the message. You will be able to save the message as a template for use in the future.