The Information page, shown previously, includes the general campaign information such as name and description. All fields are optional except where specified:

Inactive/Active	If the campaign is active. (Default campaigns that have not been used in the last 60 days are automatically set to ‘Inactive’)
Visibility on Dashboard - Hide/Show	Indicates if the campaign is included on the Dashboard page. Default is 'Show'.
Communication Type	The type of communication to be used for the campaign: Phone, Email, Text, Multi-Comm.. Additional tabs appear depending on the setting. The type cannot be changed once the campaign has been created. Select 'Multi-Comm.' to specify multiple communication steps for a single campaign. Refer to Rules tab for more information. Note that Appointment Confirmation and Appointment For Tomorrow Confirmation campaigns cannot be multi-communication campaigns. For Email and Text campaigns, refer to Sending text and email campaign messages for more information.
Campaign Type	The category the campaign belongs to. Refer to Campaign types for the full list.
Campaign Name	Mandatory and must be unique.
Campaign Description	Mandatory.
Frequency	How often the campaign data is refreshed (refreshes are done overnight): One-Time - The campaign will only be updated once. Daily - The campaign will be refreshed each night. Weekly - The campaign will be refreshed weekly. Monthly - The campaign will be refreshed monthly. If the campaign is set to refresh more than once, note the following: Phone campaigns: If a task has not been closed by the Appointment Coordinator, then the associated customer will not be added again to the campaign list. Email or text campaigns: As these tasks are closed as soon as a campaign is run, the same customer will be included each refresh if they still match the criteria. For more information refer to Sending text and email campaign messages. (Vehicle Health Check campaigns must always have a daily frequency.)
Campaign Date	Start and End dates of the campaign. For example: If the campaign has a 'Weekly' frequency and its campaign dates are Jan 15th to Jan 29th, the campaign data will be initially created on the night of Jan 15th and refreshed weekly until the last refresh on the night of Jan 29th. The maximum duration is 2 years. For email/text campaigns only: A Send Time can optionally be set between 7 am and 10 pm. A note indicates when messages will be sent. For example, 'Text will be sent every Wednesday at 09:00:00' might appear for a text campaign with a weekly frequency and a 9 am send time. The day of the week is determined by the start date.
Expire Tasks	(phone campaigns only) If checked, tasks will be flagged as expired based on the selected setting: Task expires after x day(s) - If selected, outstanding tasks expire after the specified number of days have elapsed. Task expires after x attempt(s) - If selected, outstanding tasks expire after the specified number of attempts to reach the customer. (Default Customer Retention campaigns) These campaigns are automatically set to expire after 90 days.

The Criteria page includes the fields used for campaign selection criteria such as vehicle information. These are the values used to identify which tasks should be added to the campaign during a campaign refresh.

All fields are optional except where specified.

 

Criteria Page fields

Date Range Relative To Today's Date	This field governs which tasks are eligible for the campaign. The search period could be a time period in the past or future depending on the campaign type. In general, it is expressed as "__ to __ day(s) ago" except for Appointment Confirmation campaigns where it is expressed as "__ to __ day(s) from now". For example: To target all customers who had a repair order within the last 6 -9 months, the Target Time Period should be "180 to 270 day(s) ago". To target customers for appointment confirmations, when the appointment is in the next two weeks starting 1 day from now, the Target Time Period should be "1 to 15 day(s) from now". (Recall campaigns) The Date Range is used to find recalls with an effective date within the range. The range can be a maximum of two years (730 days) starting at any time in the past. Create new campaigns as required to cover additional time spans. (Sales campaigns) For these campaigns, the field is an In Service Date Range relative to today's date. It can be used to target vehicles of a specific age.
Exclude Business Customers	This is checked if business customers are excluded from the campaign.
Exclude appointment created within the last x days	(Appointment Confirmation campaigns only) Excludes tasks from the campaign if an appointment was scheduled for the within the last 'x' days.
Only Defined Criteria is Displayed in Task and Customer Communications	(Deferred MPI Recommendations and Declined Services campaigns only) Specifies whether the campaign only shows the declined services or deferred recommendation OP Codes (as per the campaign type) that are included in the campaign. Select (check) Only Defined Criteria is Displayed in Task and Customer Communications to restrict by OP Code and deferred recommendation condition (if applicable). OP Codes are included/excluded for these campaigns as described in OP Code criteria for OP Code campaigns: Deferred recommendations are included, by condition, as described next. For further information about using this criteria, refer to Additional option for OP Code campaigns:.
Include Deferred Recommendation condition(s)	(Deferred MPI Recommendations campaigns only) Specifies which customers with deferred recommendations should be included or excluded in the campaign. The customer's service visit must have had at least one recommendation with the specified condition : Requires Immediate Attention (Red) May Need Future Attention (Yellow) Both (default option) - i.e. either a Red or Yellow deferred recommendation If Only Defined Criteria is Displayed in Task and Customer Communications is selected, only the included OP Codes that also meet the recommendation condition criteria are shown in customer communications and Task Details history. Refer to Additional option for OP Code campaigns: for more information.
Exclusion List	Specifies customers or groups of customers who should not be included in the campaign: For personal customers, enter a full last name or first name or first name {space} last name. For business customers, enter the full name of the business. The exclusion text is not edited and the text does not have to be case-specific. The exclusion criteria appears exactly as entered. Click 'x' to remove an entry from the list. Enter additional names as needed. Click "Preview Exclusion List" to preview who will be excluded from the task list. The customer search is based on the names in the DFX customer database (active customers only).
Year, Make, Model	Specifies vehicle criteria for the campaign. More than one make and corresponding models can be selected.
Mileage	Specifies a range of vehicle mileage to be included in the campaign.
Country, State/Prov	Specifies the location to be included. Can be 'United States', 'Canada', 'Puerto Rico' or blank to mean any country.
Zip/Postal Code	Specifies the location to be included. It must be in the correct format if a country has been specified.
Appointment Source	(Appointment Confirmation campaigns only) Used to include only customers who booked appointments through the selected appointment source(s): Online Scheduler, Appointment Manager and/or Sales to Service Introduction.

 

Preview:

Click to see the list of customers and VINs that meet the selected criteria:

Check the accuracy of the configuration plus the volume of tasks the campaign would generate. Adjustments can then be made before finalizing the campaign.

For email and text campaigns, additional preview information is returned. This includes the number of valid and invalid-format email addresses/phone numbers (depending on the campaign type), as well as the number that are authorized and not authorized communication types as specified by the customer. It can give an indication of the likely success of the campaign.

Note: The preview results are point-in-time results. When the campaign is run, results may differ.

 

OP Code criteria for OP Code campaigns:

OP Code campaigns include the following campaign types:

• Service Type
• Declined Services
• Deferred MPI Recommendations
• Appointment Confirmation
• Appointment for Tomorrow Confirmation
• Missed / No Show Appointment

For these campaigns, it is possible to specify OP Code criteria.

Note: If no OP Codes are included or excluded, all OP Codes are considered included in the campaign.

Click the "OP Codes" button that appears for these campaigns in order to see the list of all available OP Codes:

1. Click to flag an OP Code as 'included' in the campaign.
   • If a vehicle had one or more services within the date range that included this OP Code, it will be added to the campaign. This can be used to target customers who had an oil change six months ago, for example.
2. Click to flag an OP Code as 'excluded' from the campaign.
   • If a vehicle had one or more services within the date range that did not include this OP Code, it will be added to the campaign. This can be used to target customers, for example, who have not had an oil change in the last six months.

Note: It is also possible to specify both included and excluded OP Codes. This can be used, for example, to target vehicles that have had new tires installed but have not had an alignment.

3. Click to remove an OP Code from a list.
   
4. Click "Campaign Criteria" to return to the criteria view of this page (the default view).

 

Additional option for OP Code campaigns:

To restrict the declined/deferred services which actually appear in an OP Code campaign to only those services specifically included (by the OP Code or Deferred Recommendation condition criteria), use the Only Defined Criteria is Displayed in Task and Customer Communications option on the Criteria page.

Note: If Only Defined Criteria is Displayed in Task and Customer Communications is not selected in either example, the services that appear in the communications, export and Task Details are not limited by OP Code criteria or Deferred Recommendations conditions.

 

Additional options for Recall campaigns:

The following options are available on the Criteria page when working with a Recall campaign.

Status	Select 'Recall is active'/'Recall already processed (closed)'.
Type	Select from: Safety Collision Emissions Fire Neutral
Remedy Available	Select 'Yes' or 'No'.
Parts Ready	Select 'Yes' or 'No'.
IDs	Enter one or more recall IDs. The text is not edited so ensure they are entered correctly. Click "Enter" to add more IDs.

 

Click to review the matching list of VINs from the DFX database before sending a request to the source of recall data.

Depending on the communication type selected on the Information page, the following tab appears as indicated:

• Scripts tab for a phone campaign.
• Text tab for a text campaign.
• Email tab for an email campaign.

These pages contain the call/text/email script(s) associated with the campaign type.

For multi-communication campaigns, refer to Rules tab.

Note: There can only be one script assigned to a campaign at any time although multiple scripts may be available to choose from.

 

To review or select the script for your campaign:

1. Select a call script, text script or email template from the drop-down list, if more than one is available.  The selected script text appears for review.

Note: The script will be configured in English but may also be available in French and Spanish as described in Setting up alternate language scripts. Use the language sub-tabs to see the versions.

 

If this is an email campaign, as in the example above:

2. Select from alternate SendGrid® templates set up for your dealership, if available.
3. Enter an email address in the Sender Email Address field. The address must be in a standard email format but is otherwise not validated.
4. For each language version, enter an Email Subject .
5. Use to see what the email will look like. You can also send a test email from the preview as described in Additional tools for email scripts.

 

To create a new script for the campaign, click "New Script/Template".

Note: Adding a script can also be done on the Scripts page. To modify the script, you must use the Scripts page. Refer to Setting up campaign scripts for more information.

If a Multi-Comm. communication type is selected, two or more steps can be configured for a single campaign using the Rules page.

The Dealer Administrator defines the rules that will send an initial campaign communication to the customer followed by one or more alternate/additional/follow-up communications. Tasks move through the steps independent of each other.

Start by configuring Step 1, the first campaign communication that will be sent:

1. Select a Communication type.
   
   
   
   In the example, we want the first step to be an email communication.
   
   
2. Complete the configuration settings. Settings are specific to the communication type. The options for an email communication type, such as Send Time, are shown in the example.
3. Use trigger event rules to specify what will cause each task to be actioned by the step and when. The trigger event options for each communication type are listed below.
   
   
   
   Phone:
   
   
   
   
   
   Email:
   
   
   
   
   
   Text:
   
   
   
   
   
   In the example we want to configure the rules to close any tasks generated in Step 1 where the associated email has been clicked or opened within 15 days. All other tasks will move to Step 2 for additional customer communication at the end of this time.
   
   
   
   
   
   
   
   
   1. Click to add each trigger event. (Use to remove an event.) In this example, specify two events. They become 'or' events:
      • "If Email is Clicked or Email is Opened ..."
   2. Specify the within time (1-60 days) for the trigger event(s) to occur. If the step is an email or text campaign, the 'within' time is counted from the time the email or text was actually sent which may be later than the specified send time. In this example, specify:
      • "within 15 day(s)"
   3. Select the resulting action for the task if any one of the trigger events occur within the specified time. The options are to close the task or to move it to the next step. In this example, specify:
      • "... then Close Task"
   4. Select the otherwise action for the task if none of the trigger events occur within the time. The options are to close the task or to move it to the next step. In this example, specify:
      • "Otherwise Go To Next Step".

Note: As there must always be at least two steps in a multi-communication campaign, one of the actions in Step 1 must be Go To Next Step.

4. Select the Template Preview sub-tab to review the script template selected for this step with the configuration settings. Note that these are read-only. To create or modify phone scripts or email/text templates, refer to Setting up campaign scripts

When the step configuration is complete, the details are summarized in the step's header:

Continue by configuring Step 2. A task moves to Step 2 when the previous step's 'Go To Next Step' action has occurred and it has not been closed.

In the previous example, we configured a phone task as a follow-up to the email in Step 1 for those customers who have not clicked or opened their email in 15 days.

To create additional steps after Step 2, click "Add New Step". Note that:

• Up to five steps can be created.
• As each step's configuration is finished, errors are indicated.
• Each step, other than the last one, must have a rule that initiates the next step (i.e. specifies Go To Next Step) for a task.
• The final step will always set both actions to Close Task.
• The same communication type can be used for more than one step.
• If a phone communication type is used for one or more steps, the tasks that reach that step appear in the campaign's task list in the Tasks page for the Appointment Coordinator to work from.

• Depending on how the rules are configured, one task may advance to another step earlier than another task. For example a campaign may indicate that a phone task should progress to the next step when the agent successfully schedules an appointment so that a thank-you email can be automatically sent. Each task will therefore progress to the email step at a different time.

• Any steps after Step 2 can be deleted before finalizing the campaign:
  
  

• Once all steps are complete, continue with the remaining Campaigns pages as usual until the campaign is finalized (created).

Note: Multi-communication campaign rules for a step can still be modified, if needed, after the campaign has been created. Changes will only affect tasks that have not yet been created or have not progressed to the modified step.

This page can be optionally used by the Dealer Administrator to assign tasks to multiple Appointment Coordinators (Phone campaigns only.)

1. Check Assign Task to Appointment Creator, if desired, to assign tasks to the original appointment creator. This is only available for appointment-type campaigns such as Appointment Confirmation and Missed / No Show Appointment.
2. Use the arrows to add and remove names in the Assigned Service Coordinators list.

 

When tasks are added to a campaign as the result of a campaign refresh, they are assigned as follows:

• To the appointment creator if this option is selected, unless the original creator is not part of the dealership or is not in the task assignment list for the campaign.
• To the next name in the list using a round-robin system. This ensures the tasks are evenly distributed among the assigned employees.

• To the appointment creator if this option is selected, unless the original creator is not part of the dealership or is not in the task assignment list for the campaign.
• To the next name in the list using a round-robin system. This ensures the tasks are evenly distributed among the assigned employees.

If task assignment is not set up for a campaign, tasks remain unassigned and all Appointment Coordinators are able to see and work on all tasks in the campaign.

Note: Task assignment only applies to newly added tasks. Existing tasks are not affected.

The users listed as 'Service Coordinators available for assignment' are Service Advisors or Dealer Administrators and flagged in Admin Settings as belonging to the dealership's BDC Group. Refer to Assigning users to a BDC Group for the associated steps.

This page can be used as needed to delete old tasks from the campaign. It does not need to be setup initially. Refer to Removing tasks from a campaign for more information.

The Campaign History page gives the Dealer Administrator visibility into changes made to a campaign during its lifecycle as well as its execution history.

The Config History sub-tab shows all changes made and saved on the Campaigns page. It shows updates and deletions, along with a timestamp and user ID.

 

The Execution History sub-tab shows a history of the dates the campaign was expected to run and if it completed successfully, including:

• Execution result (Successful/Unsuccessful).
• Timestamp of the campaign refresh.
• # of tasks created.
• Processing time.

Note: Only the last 60 days of execution history appear in the log.

 

The configuration history and execution log data can be reviewed together (All) or separately.

On each sub-tab, use Show All/Hide All to show more or less information.