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Broadcast Customer Groups

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  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.
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