Sending text and email campaign messages

Most campaigns can be configured as a text or email campaign. Multi-communication campaigns can include two or more text or email steps. The tasks generated for a these campaigns are not assigned to a specific Appointment Coordinator but generate automatic text or email messages to the customer.

Messages are sent out by Customer Connect on the campaign's start date between the configured start and end times unless a send time is specified. For multi-communication campaigns, the message is sent at the specified send time whenever the associated task progresses to an email or text step, if not the first step. Refer to Rules tab for more information.

To receive a Customer Connect email or text through a campaign, the dealership must have:

• The customer's email address/phone number (as appropriate) in the application database. Text messages are sent to the customer's default phone number if no cell phone number is available or if the cell number is in an invalid format (e.g. 000-000-0000, 123-456-7890).
• 'Email'/'Text' (as appropriate) selected as an Authorized communication. Refer to Additional notes when working in Messenger for more information about text messages with the customer.

For email campaigns, the email address specified in the configuration is the address that appears to the customer as the 'From' address. Also, when the user replies, this is the email address to which the reply is sent. This gives the dealership flexibility regarding where replies are routed.

Note that for a text campaign, the start and end times set up for appointment reminder text messages in Appointment Manager are also used to control when text campaign messages are sent.

If a script is available in the customer's preferred contact language, as specified in their customer details, it is automatically used. If the appropriate script is not available, the English script is sent by default.

If a Missed / No Show Appointment campaign is configured as a text or email campaign, customers who reschedule or cancel their appointment after being added to the campaign task list are still sent the campaign's text or email message.

Once a message has been sent, the campaign task is closed so that the customer does not receive additional texts or emails from this campaign. If a message is successfully sent, the task's call disposition is set to 'Text Message Sent' or 'Email Sent'. If the message failed to send, it is set to 'Other - Close Call'.

Note: For multi-communication campaigns, a task is not closed when the email or text is sent as part of a step. It is only closed when it meets a Close Task condition. Refer to Rules tab for more information.

If the campaign is set to run more than once, note that the same customer will be included each refresh if they still match the criteria.