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App Note 012 - Broadcast Setup v1.1

Abstract

This Application Note will briefly describe the capabilities of the LiveOps Multichannel Broadcast features. Broadcasts can be used for a variety of needs including sending customer updates, marketing or sales notifications, service interruption or maintenance notification, appointment reminders and more.

 

Note:     This Application Note is intended to act as a supplement to the complete LiveOps Broadcast Documentation.

 

Overview of Solution

LiveOps Multichannel Broadcasts can be built in a variety of ways to target individuals or groups of customers accomplishing a variety of uses.

 

There are three primary ways that Broadcasts can be configured:

  1. Select Channels – Allows you to choose which channel(s) a particular broadcast will utilize. You can send both email and SMS messages in the same broadcast or elect to utilize only one channel.
  2. Express Broadcast – This method will send broadcast messages to all available channels for which a CRM record contains contact information. For example, if a customer has two email addresses and a mobile number then they will receive three total messages: two emails and one SMS message.
  3. Single Channel Plus Back Up – If a member of a customer group has a valid “EmailAddress1” then the initial notification will be an email message to that address.  Rules can be defined within the broadcast so that, in the event the email fails to be delivered, the system will then send an SMS message. This can be thought of as a “back‐up option” to an undeliverable email message.  Currently this only works using email as the initial channel and SMS as the backup channel.

 

 

Key Items to Note

Adding Customer Contacts: Users of the LiveOps system are able to import their customer data to create Broadcast Groups.  A Broadcast Group is a collection of customers or contacts to send broadcast messages to.   Any new contacts imported in this fashion will also create a new contact record within your tenant on the  LiveOps Multichannel platform.  It is assumed that you understand the process of importing and/or creating records within your LiveOps tenant.  If you are unsure of how to import or create customer records please refer to the “LiveOps Multichannel User Guide – Broadcast” documentation.  If you do not have access to this document please contact your LiveOps professional services representative and request it.

 

Access to Broadcast Features: By default, only Super Users and Admin Users can send broadcast messages. General users can only send broadcast messages if the site settings have been enabled to allow them to do so.

 

Multiple Time Zones: The ability to send broadcast messages across multiple time zones is supported. This is available both as a site‐wide setting and an individual contact setting. If a particular contact has a time zone set then the broadcast will commence according to that customer’s time zone setting. If not, broadcasts will be sent according to the site’s overall time zone setting. Once a broadcast is started it will be in a status of “sending” until all customers within the broadcast group have been sent their message.

 

 

Primary Channel: A customer may have more than one email address and/or more than one SMS number within their customer record in Engage. Selecting the “star” icon next to an entry will set that value as the “Primary” value for that channel. Only the “Primary” value per channel will be used when sending Broadcasts to that user.

 

 

Default Channel: A customer can have a “Default channel” set from within the LiveOps Multichannel Administration Web Portal. An administrator can use the “Default Channel only” checkbox when creating a “Select Channel” or “Express” Broadcast. Doing so will constrain the broadcast message to use only the one channel set as the Default channel for each user.

 

 

 

Configuration Steps

The configuration steps below will guide you through the processes required to create a broadcast. These steps can be summarized as:

  1. Define your broadcast in terms of naming, channel selection and identifying which customers will receive the broadcast messages.
  2. Define the message details that will be sent out via the broadcast.
  3. Determine when you will begin sending broadcast messages.
  4. Preview and confirm the message(s) that will be sent via the broadcast.

 

You begin by using the broadcast wizard tool. To access this tool, log into the LiveOps Multichannel Administration Web Portal and navigate to “Home > Broadcasts”. Select the button labeled “New Broadcast”.