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Create an engagement campaign on the iAdvize Platform

iAdvize's raison d'être is to make customer experience authentic offering conversations to the right person, in the right place and at the right time. With the iAdvize platform, you can proactively or reactively target visitors on your website according to their browsing behavior, their profile or business criteria and you can target conversations with added-value on social media and select the best conversations on messaging platforms. 
 
In order to develop and monitor your engagement strategy more quickly and autonomously on the iAdvize platform, you must create engagement campaigns. These campaigns aims at helping you to reach your goals with engagement rules. 
 

1/ Access your engagement campaigns

 
From the iAdvize administration, click on the following Engagement” icon   to access all your campaigns.  
 

2/ Create an engagement campaign

In order to create a new engagement campaign, you need to click on the + green button at the top right corner of your screen.
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This leads you to the interface which allows you to create a new engagement campaign. 
 
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2.1 Give a name to your engagement campaigns
We advise you to give an explicit and understandable name to your engagement campaigns. This will allow you to better find them in the list of campaigns created and reports dashboard. 
 
2.2 Add an activation period to your engagement campaigns (optional)
You can add an activation period to your campaigns. This way, your campaign will automatically be activated on the first day of the time period you have selected and will be deactivated after the last day of said period. 
Outside this time period, none of the rules related to your engagement campaign will be activated. 
If you don’t define any activation period for your engagement campaign, you’ll have to manually activate or deactivate it.
For example: you can create a campaign dedicated to seasonal sales with an activation period from the first to the last day of the seasonal sales. You can also create a Black Friday dedicated campaign and automatically activate it at the beginning of the day and automatically deactivate it at the end of the day, etc. 
 
2.3 Set an objective for your campaigns
In order to monitor your campaign performance, you have to set an objective for each one of them. This objective doesn't impact the rules that will be added to your engagement campaign but allows you to quickly analyze your campaign results. You can access your campaign performance and all your other results via the reports dashboard. 
 
iAdvize provides you with 4 default objectives: average basket value increase, conversion increase, turnover increase and number of transactions increase. But you can also create personalized objectives if the latter do not meet your needs. 
 
If you choose one of the four objectives offered by default, you need to define the growth rate (a percentage) you would like to achieve. 
 
2.4 Create a personalized objective
By clicking on the option to create a personalized objective, you access a screen which allows you to choose the indicator you would like to monitor. 
 
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2.4.1 Give a name to your objective. We advise you to choose an explicit and understandable name to your objective as it will help you better find it in the list of objectives proposed to you. You can always select this same objective for other engagement campaigns.  
 
2.4.2 Describe your objective. Once again, we advise you to give an explicit and understandable description to your objective to distinguish it from the other personalized objectives you have created. 
 
2.4.3 Choose a KPI. It’s the indicator we rely on to measure your campaign performance. You can only choose one KPI but you can choose it several times to set milestones. (For example: I want to generate between 1,000 and 2,000 contacts each month). Once you have selected an indicator, you must associate it with an operator (bigger than, equal to, smaller than, etc.) and an objective threshold. 
 
Here is the list of indicators available on the platform to help you create personalized objectives:
  • Satisfaction rate
  • Turnover after contact
  • Missed turnover (agents absent from the iAdvize platform)
  • Missed turnover (100% of the agents available on the platform are busy)
  • Turnover per contact
  • Unanswered contacts
  • Average Handling Time
  • Average 1st response time
  • Number of contacts
  • Missed contacts
  • Average order value after contact
  • Conversion rate
  • Transactions after contact
  • Missed transactions (agents absent from the iAdvize platform)
  • Missed transactions (the agents available on the platform are busy)
Once your personalized objective is all set, you can click on Create a goal”. 
 
When your campaign's name, objective and eventually its time period are defined, you can click on Next” to, then, create rules for your campaign. 
 

3/ Create an engagement rule

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3.1 Choose a touch point
Choose the touch point on which you want to target online shoppers: your website, a social network or a messaging platform. This choice will impact the criteria available for you to create your rules at the third stage of the campaign creation process. 
 
3.2 Give a name to your rule
We advise you to give an explicit and understandable name to your rules. This will allow you to better find them in the list of rules created. 
 
Note: agents can know which rule has been triggered to start the conversation they are having with an online shopper. To get the name of this rule, they just need to have a look at the beginning of their conversation within their chat box. 
 
 
3.3 Choose your targeting criteria
By default, some targeting criteria are already available for you to use. They are described in the table below: 
 
a) On your website
 
Label
Description
Type
Conditions available
Time: hour
Choose a specific hour
Multiple choice
A selection is available every 15 minutes
Time: day
Choose a specific day
Multiple choice
Monday / Tuesday / Wednesday / Thursday / Friday / Saturday / Sunday
Time: duration of the visit on the page currently visited by the online shopper (in minutes)
Duration of the visit on the page currently being viewed 
Numerical
is superior to / is equal to / is inferior to
Time: duration of the visit on the website (in minutes)
Duration of the visit on your website (since the beginning of the visitor's session) 
Numerical
is superior to / is equal to / is inferior to
Browsing: time elapsed since the last visit (in hours)
Elapsed time in hours since the last visit on your website
Numerical
is superior to / is equal to / is inferior to
Browsing: Web address of the previous page visited 
Web address of the page previously visited by the online shopper
Text
contains/doesn’t contain/starts with / is exactly / is not / ends with / matches the regular expression / does not match the regular expression
Browsing: Web address of the page currently viewed 
Web address of the page currently viewed by the visitor 
Text
contains / doesn’t contain / starts with / is exactly / is not / ends with / matches the regular expression / does not match the regular expression
Browsing: Number of pages viewed
Number of page viewed on your website (since the beginning of the visitor's session)
Numerical
is superior to / is equal to / is inferior to
Browsing: Number of visits
Number of visits on the website (figure based on HTTP cookies)
Numerical
is superior to / is equal to / is inferior to
Visitor information: comes from this website 
Web address of the website from which the visitor comes 
Text
contains / doesn’t contain / starts with / is exactly / is not / ends with / matches the regular expression / does not match the regular expression
Visitor information: has landed on the website thanks to a specific keyword
Keyword written on the search engine which led the online shopper to visit your website 
Text
contains / doesn’t contain / starts with / is exactly / is not / ends with / matches the regular expression / does not match the regular expression
Visitor information: source type
Source thanks to which the online shopper landed on your website 
Multiple choice
Search engine / Direct access / Website
Visitor information: Number of previous conversations
 
Number of conversations the visitor has previously had on your website
(figure based on HTTP cookies)
Numerical
is superior to / is equal to / is inferior to
Visitor information: city / language / country
City / Language / Country defined by the visitor’s IP address.
-
predefined choices for the language and the country, free input for the city
Visitor information: browser window width
Width of the visitor’s browser window 
Numerical
is superior to / is equal to / is inferior to
Visitor information: browser window height
Height of the visitor’s browser window 
Numerical
is superior to / is equal to / is inferior to
Visitor information: device type
Type of device used by the visitor 
Multiple choices
is exactly / is not
 
 
 
 
Note: you can also add your own targeting criteria (average order value, the value of a product, etc). To do that, you need to create Custom Data (also known as personalized data). Once created, these criteria will appear in the drop-down menu with the criteria listed by default.
 
 
 
 
b) On Facebook
 
Condition
Settings
Value
Comment
The message
Contains / Does not contain
Text
The value can be used with * to broaden the data collection; i.e. *bio* will also collect messages with the word antibiotic
The type of content
Is / Is not
A type of content available in the list of values
Post / Comment / Reply to a comment / Private Message
The ID of the original content
Is / Is not
ID
This criterion is mostly used to block the reception of comments on specific posts (For example: blocking messages with marketing intent)
The name of the page
Is / Is not
A name in the list of values
This criterion allows users to create rules for a specific page and then transfer them to the right agents

 

c) On Twitter
 
Condition
Settings
Value
Comment
The tweet
Contains / Does not contain
Text
The value has to be exact
Replies to this account
/
Name of the account
This condition will collect the messages sent to that specific account (@account)
Language 
Is / Is Not
A language available in the list of values
This information is given by Twitter and cannot be verified by iAdvize
Link
Has a link
Yes / No
Does the tweet contains a link or not?
Link
Is / Is not
Url
This condition allows us to collect/refuse tweets with a specific link
Author's name
Is / Is not
Text
This condition allows us to collect/reject tweets written by a specific Twitter user
Number of followers
Greater than / Less than / Greater than or equal to / Less than or equal to
Number
The author of the tweet has to respect that condition for their message to be collected.
Author's biography 
Contains / Does not contain
Text 
The author's biography on Twitter has to contain the value to be collected/rejected.

 

 
d) on Messenger
 
Condition
Settings
Value
Comment
The message
Contains / Does not contain
Text
The value can be used with * to broaden the data collection; i.e. *bio* will also collect messages with the word antibiotic. 
The name of the account
 Is/ Is not
A name in the list of values
This criterion allows users to create rules for a specific account and then transfer them to the right agents.

 

 
e) with text messages
 
Condition
Settings
Value
Comment
The message
Contains / Does not contain
Text
The value can be used with * to broaden the data collection; i.e. *bio* will also collect messages with the word antibiotic.
The number of the account
 Is / Is not
A number in the list of values
This criterion allows users to create rules for a specific account and then transfer them to the right agents

 

 
f) on Instagram
 
Condition
Settings
Value
Comment
The image
Contains / Does not contain
The #hashtag used for the value has to be in the image caption for the image to be collected.

 

 
g) on WhatsApp
 
Condition
Settings
Value
Comment
The message
Contains / Does not contain
Text
The value can be used with * to broaden the data collection; i.e. *bio* will also collect messages with the word antibiotic
The number of the account
 Is/ Is not
A number in the list of values
This criterion allows users to create rules for a specific account and then transfer them to the right agents
 
You can create and add as many conditions as you want by simply clicking on the following buttons: 
 
3.4 Choose an action to perform (option only available for your website)
 
Once you have defined targeting criteria for the rules which will be applied to your website, you need to indicate the action that will be performed for your visitors. 
 
For the other touch points, the conversations that correspond to your rules will be distributed to agents directly on their conversation panel. 
 
3.4.1 Display a floating button
 
Less intrusive for the visitor, it’s the approach most commonly used by our customers. It triggers the display of the floating button of your choice on your website. 
 
Here is an article for you to know how to personalize a floating button
 
3.4.2 Send an invitation
This approach is more intrusive in the visitor’s browsing. It displays an invitation in the foreground and darkens your website in the background as long as the visitor hasn’t accepted or rejected your invitation. 
 
Note: The invitation is only displayed to visitors once per session. 
Here is an article for you to know how to personalize an invitation
 
3.4.3 Send a message
This behavior triggers the display of a chat window containing a message you have previously written.
 
Note: the message is displayed only once per visitor session. 
If you have configured several targeting rules offering different messages, only the first message will be displayed. The following messages will not be triggered. Thus, it’s sometimes preferable to use personalized floating buttons according to your needs. 
 
3.4.4 Display an chat box invitation
It triggers the display of a chat window on your website. 
Then, visitors can start a conversation or close this chat window. 
 
Here is an article to for you to know how to personalize the display of chat windows
 

4/ Import your existing rules with your campaign 

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You can import rules from your previous campaigns. To do that, you just need to click on the "import rules" button on the bottom left. 
 
Then, you need to select the source campaign (1) where your engagement rules are used to import them.
 
You can look for an engagement rule with the search bar (2) designed for this use.
Then, you can also have a look at the list of rules you have created (3). You can select several rules simultaneously in this list. Each line of rules selected will become green.
 
Once you’ve chosen all the rules you would like to add to your engagement campaign, click on Add” (4).
You can either keep your rules in the source campaign by duplicating them (5) or you can just copy/paste them (this action will delete your rules from the source campaign)
 
Once, you have selected all the rules you need, you can import them in your campaign (6).
 

5/ Distribute conversations coming from an engagement campaign

 
 
Once you have created your routing groups (1) click on the following button   (2) to create your new routing rule. This rule will allow you to assign conversations to the right agents. 
 
 
Then, you need to give a name to your routing rule (1). It’s at step (2) that you can select the engagement rule(s) you have just created in your campaign. You just need to select them line by line clicking on each engagement rule you would like to distribute to your agents. 
 
Be careful: if an engagement rule is not related to any routing rule, your agents won’t be able to handle any conversations from this rule.
 
Then, choose the way you would like to distribute your conversations (3) and to which group(s) of respondents you wish to distribute them (4).
 
Finally, you can save your routing rule and start handling conversations.
 

6/ Monitor your campaign performance

 
Once you have created one or more campaigns, you can track your campaigns' performance indicators on the Engagement tab in the iAdvize administration. 
 
These indicators will be displayed according to the objective you have chosen for your campaigns. The indicators vary according to the objective you have chosen for each one of your campaigns. (see title 2.3).
 
Here is the list of indicators displayed according to the objective chosen: 
 
Objective
Indicators monitored
  • Transaction rate
  • Transaction rate
  • Transactions after a contact
  • Average basket value after a contact 
  • Turnover after a contact
  • Turnover after a contact
  • Website turnover
  • Transactions after a contact 
  • Transactions after a contact
  • Transactions after a contact
  • Transactions on the website
  • Transaction rate
  • Average basket value after a contact
  • Average basket value after a contact
  • Average basket value on the website
  • Turnover after a contact
  • Turnover per contact
  • Turnover per contact 
  • Turnover after a contact
  • Number of contacts
  • Satisfaction
  • Global satisfaction rate
  • Number of respondents
  • Response rate
  • Missed contact opportunities 
  • Missed contact opportunities
  • Maximum number of agents available
  • Missed turnover
  • Missed transactions (agents were offline)
  • Missed transactions (agents were offline)
  • Missed turnover (agents were offline)
  • Missed transactions (agents were busy)
  • Number of contacts
  • Number of contacts
  • Simultaneous contacts
  • Contacts per hour
  • AHT
  • Average handling time
  • Average 1st response time
  • Response time
  • Contacts initiated which remained unanswered
  • Contacts initiated that didn’t receive an answer
  • Missed contact opportunities
  • Number of contacts
  • Response time to the first message sent by a visitor
  • Response time to the first message
  • Response time
  • AHT
  • Missed turnover (agents were busy)
  • Missed turnover (agents were busy)
  • Missed turnover (agents were offline)
  • Missed transactions (agents were busy)
  • Missed turnover (agents were offline)
  • Missed turnover (agents were offline)
  • Missed turnover (agents were busy)
  • Missed transactions (agents were offline)
  • Missed transactions (agents were busy)
  • Missed transactions (agents were busy)
  • Missed transactions (agents were offline)
  • Missed turnover (agents were busy)
  • Missed transactions (agents were offline)
  • Missed transactions (agents were offline)
  • Missed transactions (agents were busy)
  • Missed turnover (agents were offline)
 
You can also follow the evolution of your objective over time (2). 
 
In this list, you will find active campaigns that have just been launched (= without any conversations generated yet) (1).
For active campaigns which have already generated conversations and achieved their goal (2): the results of the 3 indicators are displayed in green.
Active campaigns which have generated conversations but haven't achieved their goal (4): the results of the 3 indicators are displayed in red.
The data related to suspended campaigns are darkened. 
 
You have different options when reviewing your engagement campaigns: you can delete, edit or pause them (3).
When a campaign is suspended, the rules you have implemented for this campaign are saved but no more conversations are generated. All the rules are deactivated until you relaunch your campaign. A campaign is also considered as suspended when it has a defined time period (see 2.2) and that this time period is in the past or in the future. 
You can always reactivate a campaign you have suspended. 
 
You can always take a look at the reporting tables by displaying your data per campaign, whatever the objective you may have chosen. 

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