Campaigns User s Guide

Size: px
Start display at page:

Download "Campaigns User s Guide"

Transcription

1

2 Talisma 8.6 Campaigns User s Guide TAL-CAM-UG-0860

3 2012 Talisma Corporation. All rights reserved. This documentation, as well as the software described in it, is furnished under license and may only be used or copied in accordance with the terms of such license. The works of authorship contained in this document, including but not limited to all design, text, and images, and the software described herein, are owned, except as otherwise expressly stated, by Talisma Corporation or its licensors. The entire contents of this document are protected by United States and worldwide copyright laws and treaty provisions. In accordance with these terms, except as stated above, you may not copy, reproduce, modify, use, republish, upload, post, transmit, or distribute in any way material from the document. Talisma Corporation assumes no responsibility or liability for any errors or inaccuracies that may appear in this documentation. Except as permitted by such license, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, or any media whether electronic, mechanical, recording, or otherwise, without the prior written permission of Talisma Corporation and its licensors. The information in this documentation is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Talisma Corporation and its licensors. Trademarks: Microsoft SQL Server 2008, Microsoft SQL Server 2008 R2, Microsoft Exchange, Microsoft Outlook, Microsoft Internet Explorer, Microsoft Word, Microsoft Excel, Windows Server 2008, Windows Server 2008 R2, Windows 7, Windows, and Microsoft Hyper-V Server 2008 R2 are registered trademarks of Microsoft Corporation. Adobe Captivate is a registered trademark of Adobe Systems Incorporated. Talisma is a registered trademark of Talisma Corporation. All other brand and product names are trademarks or registered trademarks of their respective owners. Any and all artwork or images are protected by copyright, and the unauthorized incorporation of the same in any new image or any copying of the same in any media or by any means is a violation of the rights of the author and may not be carried out without the prior permission of such author. Copyright Talisma Corporation. All rights reserved worldwide. Version Date: June, Campus Management Corporation 777 Yamato Road Boca Raton, FL USA Phone: (561) Visit our Web site at June 2012

4 Preface Preface Overview of Talisma Talisma provides true Customer Lifecycle Management across sales, service, and marketing functions, and enables organizations to quickly, effectively, and accurately communicate with customers at any time. With Talisma, organizations have the means to accelerate and sustain growth by creating personalized experiences. Talisma offers a unified customer view through blended multi-channel support. Numerous productivity tools are available that increase response quality through automated functions, knowledge-enhanced solutions, and an organized, single window view. Management gains access to both in-depth tactical dashboards and big-picture strategic reports, driving consistent improvements. Vertical solutions give customers a choice of channels, allowing instant communication whenever and however they prefer. Talisma scales to meet the needs of large and small businesses with diverse customer bases, and reliably withstands stringent service level agreements (SLAs). Businesses gain real control, as Talisma measures, monitors, and forecasts critical information. About This Guide The Campaigns User s Guide will help you work with Talisma Campaigns, Mailing Lists, Offers, Bands and Mailers. Additionally, this guide provides you with information about monitoring the Targets in a Campaign, and illustrates samples of Talisma Campaigns. Who Should Use This Guide This guide is meant for the Business Administrators who are responsible for installing Talisma and configuring its components to meet the requirements of your organization. References In addition to the Talisma 8.6 Campaigns User s Guide, the following User Guides are available: What's New in Talisma 8.6 Guide Talisma 8.6 Advanced Operations User's Guide Talisma 8.6 Analytics User's Guide Installing Configuring and Using Talisma 8.6 Application Management Guide Talisma 8.6 Lead Management User's Guide Talisma 8.6 Chat and Co-Browsing User's Guide Talisma 8.6 Import and Duplicate Check Manager User's Guide Installing Configuring and Using Talisma 8.6 Event Management Guide Talisma 8.6 Fundamentals User's Guide Talisma 8.6 Phone User's Guide Talisma 8.6 Predefined Reports Talisma 8.6 Prospect Management User's Guide iv

5 Talisma 8.6 Campaigns User s Guide Talisma 8.6 Health Check Administrator User's Guide Contacting Talisma for Technical Support If you need additional information, you can reach us at our support Web site, by telephone, or through e- mail. The following support is available to you: Self service tools including online chat with a support engineer on our support site at support at Phone: Talk to a support engineer USA: from 5 A.M. to 7 P.M. PST/PDT, Monday through Friday excluding public holidays. APAC: or from 6 A.M. to 8:30 P.M. IST, Monday through Friday excluding public holidays. Mainland Europe: from 5 A.M. to 6 P.M. GMT, Monday through Friday, excluding public holidays. UK: from 5 A.M. to 6 P.M. GMT, Monday through Friday, excluding public holidays. Consultancy and Outsourced Services are Available If you do not have the required resources, or need support of any kind, you may purchase our consulting and outsourced services. Please contact us at: Campus Management Corporation 777 Yamato Road Boca Raton, FL USA Phone: (561) Please visit our Web site at Talisma Corporation reserves the rights to update the support policies with 30 days notice. Thank you for using Talisma. We welcome your comments and suggestions to help us improve our product documentation. Please send to v

6 Contents Contents Chapter 1: Managing Campaigns About Campaigns Working with Campaigns in Talisma The Campaign Window Quick Reference for Campaigns Quick Reference for Mailer/SMS Templates Quick Reference for Mailing Lists Quick Reference for Offers Quick Reference for Targets Chapter 2: Managing Offers About Offers The Offer Manager The Offer Window Creating an Offer Searching for an Offer Editing an Offer Inserting an Offer in a Mailer Usage Scenarios for Offers Chapter 3: Managing Mailing Lists About Mailing Lists The Mailing List Manager The Mailing List Window Searching for a Mailing List Creating a Mailing List Defining and Running an SQL Filter for a Mailing List Editing a Mailing List Making a Copy of a Mailing List Setting the Sort Order of a Mailing List Deleting Contacts from a Static Mailing List Usage Scenarios for Mailing Lists Chapter 4: Managing Bands Creating a Band Editing a Band Using Conditional Merge in an Offer Deleting a Band Chapter 5: Managing Mailers About Mailers The Mailer/SMS Template Manager vi

7 Talisma 8.6 Campaigns User s Guide The Mailer/SMS Template Window About Sending SMS Messages to Targets in Campaigns Searching for a Mailer Editing a Mailer Building a Mailer Usage Scenarios for Mailers Chapter 6: Customizing a Mailer Inserting an Attachment in a Mailer Inserting a Signature in a Mailer Inserting a Picture from a File Inserting a Picture Using a URL Inserting a Hyperlink in a Mailer Inserting a Trackable URL in a Mailer Inserting a Canned Response in a Mailer Inserting an Offer in a Mailer Inserting Properties and Property Lists in a Mailer Inserting a Form and Controls Inserting Properties in the Subject Field Chapter 7: Performing Other Operations on Mailers Viewing the Contents of a Mailer Performing Conditional Merge Previewing Mail Merge Linking Responses Based on Template ID Using a Mailer in a Campaign Chapter 8: Performing Common Operations on Campaign Elements About Common Operations Categorizing an Element Sharing an Element Copying the Item View for an Element Deleting and Restoring an Element Customizing the Table View in the <Element> Manager Chapter 9: Newsletter Campaigns About Newsletter Campaigns Mapping the Workflow for a Typical Newsletter Campaign Process Flow for Newsletter Campaigns Chapter 10:Configuring a Newsletter Campaign Configuring and Running a Newsletter Campaign Adding Targets to a Campaign Activating a Campaign Processing Campaigns vii

8 Contents Viewing Campaign Cost and ROI Chapter 11:General Campaigns About General Campaigns Mapping the Workflow for a Typical General Campaign Process Flow for General Campaigns Chapter 12:Managing Workflow Components Inserting an Action Node Inserting Event Nodes Inserting a Connector Defining and Reusing Filter Conditions Customizing the From Line in a Mailer Sending a Mailer to an Alternate Address Understanding the Flow of SMS Mailers Understanding Workflow Etiquette Chapter 13:Managing Nodes in a Workflow Inserting a Node in the Workflow Joining Two Nodes in the Workflow Activating and Deactivating a Node in the Workflow Deleting a Node from the Workflow Chapter 14:Performing Other Workflow Operations Viewing a Campaign Workflow Editing a Campaign Workflow Navigating Through a Campaign Workflow Reusing a Workflow or Mailing List Selecting Colors for Workflow Components Deleting the Workflow of a Campaign Chapter 15:Running a General Campaign Creating and Running a General Campaign Creating an Opportunity or Order from a Campaign Chapter 16:Performing Basic Tasks on Campaigns Categorizing a Campaign Setting Properties for a Campaign Copying Item View for a Campaign Setting a Reminder for a Campaign Deactivating a Campaign Deleting, Restoring, and Purging a Campaign Viewing Archived Campaigns viii

9 Talisma 8.6 Campaigns User s Guide Chapter 17:Using the Campaign Dashboard About the Campaign Dashboard Viewing the Campaign Dashboard Quick Reference for the Campaign Dashboard Viewing Mailer Details in the Campaign Dashboard Viewing the Mailer Dispatch Status Viewing Campaign Dispatcher Details Chapter 18:Operations in the Campaign Dashboard Monitoring Campaigns Processing Pending Campaigns Pausing the Dispatch of Mailers Resuming the Dispatch of Mailers Deleting Pending Mailers Clearing Mailer Errors Deleting Failed Mailers Chapter 19:Monitoring Targets in a Campaign About Targets The Target Window Working with Targets Chapter 20:Managing Targets in a Campaign Making an Outbound Phone Call to a Target Incubating Targets Transferring or Moving Targets Marking Manual Tasks as Completed Previewing Target Details in the Action Node Removing Duplicate Targets Removing Inactive Targets Deleting, Restoring, and Purging a Target Chapter 21:Viewing Target Details for a Campaign Viewing Targets in a Campaign Viewing the Status of a Target Chapter 22:Sample Campaigns Sample Campaign for a Manual Task Sample Campaign for Marking Contacts Unavailable Sample Campaign for a Wait Event Sample Campaign to Create an Opportunity or Order Index ix

10 Managing Campaigns Chapter 1:Managing Campaigns This chapter introduces you to Talisma Campaigns. In this chapter About Campaigns... Page 11 Working with Campaigns in Talisma... Page 12 The Campaign Window... Page 15 Quick Reference for Campaigns... Page 18 Quick Reference for Mailer/SMS Templates... Page 21 Quick Reference for Mailing Lists... Page 24 Quick Reference for Offers... Page 25 Quick Reference for Targets... Page 26 10

11 Talisma 8.6 Campaigns User s Guide About Campaigns A Campaign is a marketing tool designed to automate your marketing process. Using Campaigns, you can create awareness and generate interest in the Products or services of your organization. In Talisma, there are two types of Campaigns namely, General and Newsletter. A General Campaign comprises a Workflow, Mailing Lists, Mailer/SMS Templates, and Offers. A Workflow is the sequence of events and actions that define the stages through which a typical Campaign will progress. A Mailing List is a set of selected Targets at whom a Campaign is directed. A Mailer/SMS Template is an electronic letter sent to the Targets of a Campaign. You can customize the Subject Line of a Mailer used in a Campaign, personalize hyperlinks, and specify display names for Trackable URLs. You can automate the dispatch of different versions of a Mailer at the start of a Workflow using the new Automatic Step feature in Campaign Workflows. An Offer is a special promotion, with incentives for the service or Product, directed at a specific set of Targets. Offers are inserted into Mailers, and may contain selective inserts in the form of Bands that allow you to personalize Offers to different categories of Targets in the same Mailer. These elements can be reused in other Campaigns. Targets flow through the various Nodes in a Campaign Workflow, and could either be removed, Incubated for later, or converted into an Opportunity or an Order. When a Target responds to a Mailer sent through a Campaign, an Interaction is created. Talisma links all such Interactions to the Campaign. Several Campaigns can be run simultaneously, and a single base Object item could be part of multiple Campaigns, but as a different Target in each Campaign. After adding Targets to a Campaign and activating it, you can use the Campaign Dashboard to monitor and control the dispatch of Mailers. You can also view the status of Mailers, Campaign Dispatchers, and archived Campaigns in the Campaign Dashboard. The Campaigns feature in Talisma supports the Custom Object Framework (COF), and you can create Custom Objects from the Campaigns Workspace. You can also automate the creation of custom Object items through the Campaign Workflow, and specify the Properties to be set for selected custom Objects. You can manually link Objects such as Orders and Opportunities to Campaigns. Currently, Talisma enables you to make outbound phone calls only to who have progressed to become Targets in a Campaign. These phone calls can be dialer-initiated, or User-initiated. A dialer-initiated phone call is made by a dialer that is synchronized with a third-party application. A User-initiated phone call is made from the Talisma Phone Workspace. A Newsletter Campaign is designed to send newsletters to a subscription list. 11

12 Managing Campaigns Users require Campaign-related Permissions to work with Talisma's Campaigns functionality. The required Permissions are listed in the relevant topics. Note By default, Campaigns can sent to Contacts. Campaigns can also be sent to items of the following Objects: Lead Application Order Opportunity Enrollment Custom Objects For more information about enabling Campaign support for the above Objects, your administrator must see the Talisma Business Administrator User s Guide. Working with Campaigns in Talisma You need to perform the following operations before creating a Campaign in Talisma: Planning Your Campaign Planning your Campaign is vital for its success. The following checklist will enable you to plan your Campaign: State your Objective Define your marketing strategy to answer questions like: Is the purpose of the Campaign to offer a discount sale or an exciting offer? By the end of the Campaign, what is it that will be achieved by sending out a Mailer and capturing information from Targets? Choose the type of Campaign Based on the objective of the Campaign, decide whether you want to run a General Campaign or a Newsletter Campaign. Determine the Audience Identify the segment of your base Object items who will be the focus of the Campaign. Determine who you want to reach when you send the Mailer. Segment the Audience When identified, extract the segment of base Object items using Mailing Lists or Filters. The segmented audience becomes your Target after you have created the list. Market to the Segment Compose a Mailer to convey your marketing message to these Targets. Use Offers to personalize your message. Channel the Segment through the Campaign Create a Workflow for the Campaign. Define each step that a Target will flow through during your Campaign. 12

13 Talisma 8.6 Campaigns User s Guide Determining the Objective of the Campaign The function of your Marketing Team is to present your goods and services to prospects, and convince them to buy. This includes alerting people that your Product is available, showing them its features and benefits, and making them an offer they cannot refuse. Using Talisma Campaigns, you can select the target audience, create the marketing message, assign it to Teams within your organization, launch Campaigns, monitor the effectiveness of Campaigns, make changes online to increase their efficiency, and analyze results to create new Campaigns. Every Campaign is based on a set of clearly defined objectives. Determining the objective(s) is the foremost step in creating a Campaign. The Campaign objective(s) should be in line with your organization s overall marketing strategy. Consider the following objectives for your Campaign: 1. Announcing the launch of a new Product 2. Communicating enhancements in existing Product(s) 3. Building brand image to combat competition 4. Establishing the corporate image of your organization 5. Promoting sales through Introductory Offers, Free Offers, Discount sales, Clearance sales, Seasonal Offers, and so on. Example WorldWaves plans to introduce a Campaign that offers fabulous discounts on bulk purchases of apparel. You are driving the effort to plan and run this Campaign using Talisma. In this scenario, a short-term sales promotion is the objective of your Campaign, which you will achieve through discounted sales. Choosing the Type of Campaign Campaigns in Talisma are of two kinds: General and Newsletter. General Campaigns A General Campaign is designed to support Campaigns for any department in an organization. A General Campaign enables a very high degree of flexibility in the marketing process, with a combination of automated steps and manual intervention. Elements that support the General Campaign framework in Talisma include Workflow, Mailer/SMS Templates, Offers, and Mailing Lists. When planning a Campaign, you must map the sequence of actions and events that form the Campaign life-cycle. This sequence is the Campaign Workflow. The General Campaign is highly customizable enabling Targets to be routed through different channels in the Campaign, depending on preferences captured in the preceding steps of the Campaign. Targets can move from one General Campaign to another. At the end of the Campaign, Opportunities and Orders created can be automatically assigned to the Sales Team, or any other Talisma User. Newsletter Campaigns 13

14 Managing Campaigns A Newsletter Campaign is designed to send newsletters to a subscription list. Talisma enables you to run automated Newsletter Campaigns to communicate news and announcements on your new products, services, and product enhancements to items of the base Object at whom the Campaign is directed. You can tailor the Campaign to suit your organization s requirements. Newsletter Campaigns follow a fixed schedule. You can dispatch Newsletters daily, weekly, monthly, or annually. Newsletter Campaigns are predominantly run online, and rarely involve manual tasks. General Vs. Newsletter Campaigns Choosing the type of Campaign is a very important step in the process of configuring and executing a Campaign successfully. The following guidelines will enable you to identify the type of Campaign that you need to launch: Predefined Workflow A Newsletter Campaign offers you a ready-made and completely automated Workflow, which cannot be modified. You cannot insert any additional steps, or define manual actions for a Newsletter Campaign. A General Campaign allows a high degree of flexibility in defining the Workflow. Therefore, when you want to define the Workflow yourself, you can use a General Campaign. A General Campaign can be used across departments in your organization. You can use it to create internal Workflows that define organizational procedures. Reusing Targets A General Campaign does not allow a set of Targets to flow through it more than once. A General Campaign is recommended when only one Mailer needs to be sent to Targets. When you need to send out several Mailers at regular intervals to the same set of Targets, you can use a Newsletter Campaign. Determining the Target Audience of the Campaign When the objective of a Campaign is established, the next step is to identify the individuals or groups of people who are most likely to purchase your goods or services. These individuals or groups constitute the target audience towards whom your Campaign is directed. In Talisma, you can select the target audience of a Campaign, using Filters to locate specific individuals from your existing database of base Object items. By defining your target group, you save the expense of trying to sell to people who are not interested in purchasing your products and services. When you define your potential customers your marketing Campaign becomes very effective. Example If you introduced a new fabric material in the market and found that boutiques in New York are purchasing it frequently, your marketing strategy would be to focus on other boutiques in and around New York, as they are your potential customers or Targets. Segmenting the Audience The target audience of your Campaign must be effectively segmented in order to focus on them and achieve maximum results. You can segment the audience using Mailing Lists. A Mailing List is used to distribute the Mailer to a predefined set of recipients. A Mailing List comprises base Object items representing the audience segment at whom the Campaign is directed. 14

15 Talisma 8.6 Campaigns User s Guide A Mailing List is created using Filters. The condition defined for the Filter extracts a specific set of base Object items from Talisma Main Database. These base Object items become Targets, who progress through various steps of a Campaign. Marketing to the Segment Use Mailers to convey the marketing message to the segmented target audience. A Mailer is an electronic letter dispatched to base Object items as part of a Campaign. The Mailer/SMS Template Manager enables you to create and manage Mailers in Talisma. Mailers can be personalized by adding your signature, inserting Contact Properties, Canned Responses, AutoText, attachments, pictures, hyperlinks, Trackable URLs, or Forms with controls. A Mailer consists of information that you can distribute as , or SMS to a select group of Targets. A Mailer can be a newsletter, a list of new Products, an updated Product Price List, and so on. A Mailer can contain an Offer in it. An Offer is a proposal by an organization s marketing or promotional division, presenting a service or a Product on special terms. An Offer is inserted into a Mailer to be used in a Campaign. Channeling the Segment Through the Campaign You need to determine the stages through which the identified audience segment is to progress. Create a Workflow to define these stages. The Workflow of a Campaign is a graphic representation of a sequence of activities in the Campaign. These activities are represented as Nodes. A Workflow comprises Action Nodes, Event Nodes, and Connectors that link these Nodes. The Workflow distributes work among the Team members and runs a Campaign in an organized manner. You can track the stages of the Campaign and plan the successive events or actions. In a Workflow, Action Nodes are represented by rectangular boxes and Event Nodes appear as ellipses. Connectors are lines that join these Nodes. A sample is shown below: Figure 1 A Sample Campaign Workflow The Campaign Window In Talisma, you can create Campaigns to suit your varied marketing requirements. In the Table View, you can view a list of Campaigns that have been created. To view details of a particular Campaign, open the relevant Campaign window. 15

16 Managing Campaigns To Open the Campaign Window 1. From the Object Selector, select Campaigns. 2. In the Table View, select a Campaign from the list and double-click the Campaign item, or click the Campaign ID link. The Campaign window is displayed, with the Workflow tab selected by default. Subsequently, the Campaign window is displayed with the tab that you selected during the previous login session. Figure 2 The Campaign window with the Targets tab selected Components of the Campaign Window The Campaign window comprises a User Preferences pane and a Tab bar containing different tabs. The following table describes the components of the Campaign window: Component Menu Bar Toolbar User Preferences Pane Description Contains commands to perform operations in the Campaign window. Displays the most frequently performed tasks as buttons. Point to a button to view its function. Displays Campaign Properties and their values. To customize the User Preferences pane, drag Properties from the Properties tab to this pane. These Properties are also displayed in the Preview pane of the Home Workspace, or any user-defined Workspace based on Campaigns. You can resize the column width of Properties, and their values. To do so, position your mouse pointer over the column you want to resize, and click when the mouse pointer changes to a two-headed arrow. Drag the mouse pointer horizontally to resize the column. 16

17 Talisma 8.6 Campaigns User s Guide Component Tab Bar Description Displays the different tabs in the Campaign window. Select a tab to view the details in it. Tabs Properties Tab Categories Tab Workflow Tab Targets Tab History Tab Mailers Tab Personal Tab Displays system Properties and user-defined Properties for the Campaign. For more information about system Properties, see the Talisma Advanced Operations User s Guide. Displays Categories created for the Campaign. Combines various events and actions through which a Target can flow, such as receiving a Mailer or being converted into an Opportunity. Displays the list of Targets added to the Campaign. Displays a chronological list of events that are configured to be displayed in this tab. The events displayed in this tab are user-specific, and can be set in the Options dialog box. Example If a Campaign is activated, the event is recorded in the History tab of the Campaign window as follows: Activated by James on May , 04:19 PM Displays the list of Mailers sent to Targets in the Campaign. Lists Properties created for the Personal tab in Talisma Business Administrator. The tab is visible in Talisma Client only for the User who created these Properties. Note that the Personal tab is visible for the User only if the User has created at least one Property for the tab. Note The Business Administrator User can create additional tabs for the Campaign Object, and define Properties for each tab, and create custom Properties for the Properties tab. 17

18 Managing Campaigns Quick Reference for Campaigns The following table provides a list of toolbar icons available for the Campaign Object in the Campaign window: 18

19 Talisma 8.6 Campaigns User s Guide Campaigns Toolbar Icons Toolbar Button Description Creates a New Campaign, which may be General or Newsletter. Saves the changes you have made. Displays the screen viewed previously. Displays the screen viewed before clicking the Back button. Enables you to Delete the selected Object or Element. Enables you to Edit the Workflow. Enables you to GoTo a Campaign Element. Enables you to Activate the selected Campaign. Enables you to Deactivate the selected Campaign. Enables you to Add Targets to the Campaign. Enables you to clear Mailer errors. You can perform this task from the Mailers tab of the Campaign window. Adds an Action Node to the selected Connector in the Campaign Workflow. Adds a Non-wait Event to the selected Connector in the Campaign Workflow. Adds a Wait Event to the selected Connector in the Campaign Workflow. Adds a Connector to the selected Node in a Campaign Workflow. Activates a selected Node in the Workflow. This is a toggle icon. Clicking it again Deactivates the selected Node. 19

20 Managing Campaigns Toolbar Button Description Enables you to set a Reminder for the selected Campaign. Enables you to GoTo a Campaign by specifying its ID. Enables you to view the previous Campaign listed in the Table View. Enables you to view the next Campaign listed in the Table View. Refreshes the view of the screen. Enables you to Compute All Campaign-related values. Provides help tips when you click this icon and click an item in the Campaign window. Keyboard Shortcuts The following keyboard shortcuts can be used in the Campaign Table View and the Campaign window: Common Shortcuts in the Campaign Table View, and the Campaign Window To Create a new Campaign Print Campaign details using a Print Template (In the Campaign Table View) Delete a Campaign Create a new Contact Press CTRL+N CTRL+L CTRL+D CTRL+M Shortcuts in the Campaign Window Create a New Mailing List Print Campaign details using a Print Template Delete a Step or Connector Add a new Mailing List CTRL+L CTRL+SHIFT+T DELETE CTRL+L 20

21 Talisma 8.6 Campaigns User s Guide Common Shortcuts in the Campaign Table View, and the Campaign Window Add an Action Step Add a Connector Add a Wait Event Add a Non-Wait Event Add Targets Display the Campaign Dashboard Start working in the Notes area of a Campaign Node CTRL+T CTRL+SHIFT+L CTRL+W CTRL+SHIFT+N CTRL+SHIFT+A CTRL+SHIFT+M ALT+T Note This shortcut works only in the Right pane of the Campaign. For information about shortcuts you can use across Talisma Workspaces, see Talisma Fundamentals User s Guide. Quick Reference for Mailer/SMS Templates The following table provides a list of toolbar icons available for the Mailer/SMS Template Object in the Mailer/SMS Template window: Mailer/SMS Template Toolbar Icons While all the icons in the following table can be used in the Mailer/SMS Template window, the * symbol adjacent to an icon indicates that it is available in the SMS Template window. Toolbar Button Description Creates an type of Mailer. * * * * Creates an SMS type of Mailer. Saves the changes you have made. Displays the screen viewed previously. Displays the screen viewed before clicking the Back button. 21

22 Managing Campaigns Toolbar Button * * * * * Description Reverses the last action you performed in the Mailer window. Reverses the action of the Undo command. Removes selected text. Copies selected text. Inserts cut or copied text, and replaces selected text. This command is enabled only if you have cut, or copied an item, or text. Enables you to insert a file in the Message area of the Mailer. The file is inserted as an attachment. * * * * Enables you to select your signature, and insert it into the Mailer message. Enables you to insert a Canned Response as part of the Mailer message. Enables you to insert Object properties into the message area of the Mailer/SMS Template. Inserting properties helps personalize the message. Enables you to insert the Offer into a Mailer. Enables you to insert a Form into the Mailer message area. You can type the relevant URL and select the Get or Post method on which the data in the form will be based. Enables you to insert form control elements. * * * * * Checks the message for possible spelling errors, and displays suggestions for correcting them. Enables you to view the previous Mailer listed in the Mailer/SMS Template Manager. Enables you to view the next Mailer listed in the Mailer/SMS Template Manager. Refreshes the view of the screen. Provides help tips when you click this icon and click an item in the Mailer window. 22

23 Talisma 8.6 Campaigns User s Guide Keyboard Shortcuts The following keyboard shortcuts can be used in the Mailer window: To Find a string in the Message tab (Excluding the Preview tab) Find the next instance of the string in the Message tab (Excluding the Preview tab) In the Message tab, find and replace a string with another value (Excluding the Preview tab) In the Message tab, switch between the Edit, Source, Preview, and Text tabs Overwrite Text Content Press CTRL+F CTRL+F3 CTRL+H F2 CTRL+SHIFT+F5 For information about shortcuts you can use across Talisma Workspaces, see Talisma Fundamentals User s Guide. 23

24 Managing Campaigns Quick Reference for Mailing Lists The following table provides a list of toolbar icons available for the Mailing List Object in the Mailing List window: Mailing List Toolbar Icons Toolbar Button Description Creates a Mailing List. Saves the modifications in the Mailing List. Displays the screen viewed previously. Displays the screen viewed before clicking the Back button. Removes the selected text. Copies selected text. Inserts cut or copied text, and replaces selected text. This command is enabled only if you have cut, or copied an item, or text. Enables you to edit the list of base Object items in the Static Mailing List by defining conditions. Enables you to view the previous Mailing List listed in the Mailing List Manager. Enables you to view the next Mailing List listed in the Mailing List Manager. Refreshes the view of the screen. Provides help tips when you click this icon and click an item in the Mailing List window. 24

25 Talisma 8.6 Campaigns User s Guide Keyboard Shortcuts The following keyboard shortcuts can be used in the Mailing List window: To Create a new Mailing List Delete a Mailing List Press CTRL+N CTRL+DEL For information about shortcuts you can use across Talisma Workspaces, see Talisma Fundamentals User s Guide. Quick Reference for Offers The following table provides a list of toolbar icons available for the Offer Object in the Offer window: Offer Toolbar Icons Toolbar Button Description Creates a New Offer. Saves the modifications in the Offer. Displays the screen viewed previously. Displays the screen viewed before clicking the Back button. Reverses the last action you performed in the Offer window. Reverses the action of the Undo command. Removes selected text. Copies selected text. Inserts cut or copied text, and replaces selected text. This command is enabled only if you have cut, or copied an item, or text. Enables you to insert the Offer in a Mailer. 25

26 Managing Campaigns Toolbar Button Description Creates a Band in the Offer. A Band in an Offer comprises multiple pairs of conditions, with text associated with each condition. Enables you to modify the conditions or text in the Band. Enables you to view the previous Offer listed in the Offer Manager. Enables you to view the next Offer listed in the Offer Manager. Refreshes the view of the window. Provides help tips when you click this icon and click an item in the Offer window. Keyboard Shortcuts The following keyboard shortcuts can be used in the Offer window: To Create a new Offer Print Offer details using a Print Template Delete an Offer Press CTRL+N CTRL+L CTRL+D For information about shortcuts you can use across Talisma Workspaces, see Talisma Fundamentals User s Guide. Quick Reference for Targets The following table provides a list of toolbar icons available for the Target Object in the Target window: 26

27 Talisma 8.6 Campaigns User s Guide Target Toolbar Icons Toolbar Button Description Saves the modifications in the Target. Displays the screen viewed previously. Displays the screen viewed before clicking the Back button. Reverses the last action you performed in the Target window. Reverses the action of the Undo command. Removes selected text. Copies selected text. Inserts cut or copied text, and replaces selected text. This command is enabled only if you have cut, or copied an item, or text. Deletes the Target. Incubates the Target for a specific duration. An incubated Target proceeds to the next Node in the Campaign only after the period specified here. Creates an Opportunity from the Target. Transfers the Target to another Campaign. You can also specify the Node in the Campaign Workflow to which you want to transfer the Target. Displays details of the Contact associated with the target in the Contact window. Enables you to GoTo a Target Object by specifying its ID. Enables you to view the previous Target listed in the Table View. Enables you to view the next Target listed in the Table View. 27

28 Managing Campaigns Toolbar Button Description Refreshes the view of the window. Computes values of all Computed Properties for the Target. For example, when creating an Opportunity from the Target, you can click this button to compute the value of the Amount property for all the products in the Product tab of the Opportunity. Provides help tips when you click this icon and click an item in the Target window. Keyboard Shortcuts Common shortcuts in the Target Table View and the Target Window To Print Target details using a Print Template Delete a Target Create a Contact (In the Target Table View only) Press CTRL+L CTRL+D CTRL+M For information about shortcuts you can use across Talisma Workspaces, see Talisma Fundamentals User s Guide. 28

29 Talisma 8.6 Campaigns User s Guide 29

30 Managing Offers Chapter 2:Managing Offers This chapter introduces you to Offers in Talisma Campaigns. In this chapter About Offers... Page 31 The Offer Manager... Page 32 The Offer Window... Page 33 Creating an Offer... Page 35 Searching for an Offer... Page 36 Editing an Offer... Page 37 Inserting an Offer in a Mailer... Page 37 Usage Scenarios for Offers... Page 39 30

31 Talisma 8.6 Campaigns User s Guide About Offers An Offer is a proposal made by an organization's marketing, or promotional division, offering a product or service on special terms. An Offer is inserted into a Mailer that is sent to the Targets in a Campaign. Talisma enables you to personalize specific parts of the Offer by inserting Bands for each Target or Target segment, based on their Properties or characteristics. A Band can have a condition and a text associated with it. A Band determines the type of information each Target will receive in the Mailer based on conditions inserted into the Band. The Target will see only the text content of the Band. After an Offer is created, it can be inserted into a Mailer. The same Offer can be used in multiple Mailers used in different Campaigns running at the same time. Example WorldWaves is introducing a Campaign offering discounts to its Opportunities in different cities. A person residing in New York City is offered a discount of 20%, and a person residing in Orlando is entitled to a discount of 10%. But Opportunities who reside neither in New York City nor in Orlando, get a discount of 5%. A positive response should be sent within a week if the Opportunity wants to receive the discount. The following Bands need to be defined in the Offer: Condition If Opportunity s city is New York. Text Respond within a week to get 20% discount on your favorite apparels. Condition If Opportunity s city is Orlando. Text Respond within a week to get 10% discount on your favorite apparels. Condition If Opportunity s city is not New York and Opportunity s city is not Orlando. Text Respond within a week to get 5% discount on your favorite apparels. 31

32 Managing Offers The Offer Manager An Offer is a special promotion, with incentives for the service or Product, directed at a specific set of Targets. Offers are inserted into Mailers, which can be sent to Targets using Talisma Campaigns. The Offer Manager enables you to manage Offers in Talisma. To view the Offer Manager, select Offers from the Edit menu. The Offer Manager Figure 1 The Offer Manager Components of the Offer Manager The Offer Manager consists of a Table View, and command buttons that enable you to manage Offers. The following table describes the components of the Offer Manager: Component Search Fields Table View Description The Team, Categories Mailers and Base Object fields enable you to locate Offers. Specify values in one or more of these fields, and click Search to locate the Offer. Lists all Offers that satisfy the specified search conditions. If the List deleted Offers option is selected, the deleted Offers that satisfy the specified search conditions are also listed. In the General tab of the Options dialog box, you can define the number of Offers to be displayed in the Table View. Properties of an Offer are displayed in columns in the Offer Manager Table View. You can customize the Table View in the Offer Manager. For information about the Properties displayed as columns in the Offer Manager, see the Talisma Advanced Operations User s Guide. 32

33 Talisma 8.6 Campaigns User s Guide Component Command Buttons Description The command buttons Search, Show All, Insert, New, Edit, Delete, Categorize, Make a Copy and Share enable you to manage Offers. The Offer Window The Offer window is displayed when an Offer is created, or when an existing Offer is opened for editing or viewing. To View the Offer Window 1. From the Edit menu select the Offers option. The Offer Manager is displayed. 2. Select an Offer from the list of Offers. 3. Double-click the Offer. The Offer window is displayed. Figure 2 The Offer Window Components of the Offer Window The Offer window consists of four predefined tabs: Properties, Categories, Bands, and History. The following table describes the components of the Offer Window: Component Menu Bar Description Contains options to perform operations in the Offer window. 33

34 Managing Offers Component Toolbar User Preferences Pane Description Displays the most frequently performed tasks as buttons. Point to a button to view its function. This pane displays Properties, and their values, for this Offer. To customize this pane, drag Properties from the Properties tab to this pane. These Properties are also displayed in the Preview pane of the Home Workspace, or any user-defined Workspace based on Campaigns. You can resize the column width of Properties, and their values. To do so, position your mouse pointer over the column you want to resize, and click when the mouse pointer changes to a two-headed arrow. Drag the mouse pointer horizontally to resize the column. Tab Bar Displays the different tabs in the Offer window. Select a tab to view the details in it. Tabs Display details pertaining to the Offer, when selected from the Tab Bar. Properties Tab Categories Tab Bands Tab History Tab Personal Tab Displays system Properties and user-defined Properties for the Offer. For more information about system Properties, see the Talisma Advanced Operations User s Guide. Displays Categories created for the Offer. Displays the Bands inserted in the Offer. Displays a chronological list of events that are configured to be displayed in this tab. The events displayed in this tab are user-specific, and can be set in the Options dialog box. Example If the value of the "Valid Till" Offer Property is updated for an existing Offer, the event is recorded as two events: Modified by James on May , 02:19 PM Property Changed by James on May , 02:19 PM Valid till = May Lists Properties created for the Personal tab in Talisma Business Administrator. The tab is visible in Talisma Client only for the User who created these Properties. Note that the Personal tab is visible for the User only if the User has created at least one Property for the tab. 34

35 Talisma 8.6 Campaigns User s Guide Creating an Offer Permissions Required Manage Offers - To create, edit, and delete Offers. An Offer comprises one or more sections of information or conditions, each catering to specific characteristics of the Target audience. These sections in an Offer are termed Bands. An Offer must contain at least one Band. To Create an Offer 1. Open the Offer Manager. 2. Click New. The Base Object dialog box is displayed Select the Base Object for which you want to create the Campaign. 3. Click OK. 4. The New Offer window is displayed 5. Click the Bands tab. 6. From the Offer menu, select New Band. - OR - Click. The Define Band dialog box is displayed. 7. Define the conditions for the Band in the Define Conditions area. 8. Type the text for the condition in the Text area. 9. Click Insert Properties to insert Properties of the base Object or Target Objects. The Insert Properties dialog box is displayed. The List of Properties area lists the Contact and Target Objects, their associated Properties, and Properties of the Objects related to Contact and Target. 10. Select the required Properties from the List of Properties area, and click Insert. 11. Click OK. The Properties are displayed in the Text area. 12. Click OK. The Band is displayed in the Bands tab. 13. Select the Properties tab. 14. Specify the values for Properties of the Offer. The Name of the Offer and the Team List are mandatory Properties. 15. From the File menu, select Save. - OR - Click. 35

36 Managing Offers The Offer is created and displayed in the Offer Manager. Note For Offers created with the Opportunity, or Order Objects as the base Object, the functionality of the Trackable URL button is not available in the Define Band dialog box. An Offer must contain at least one Band. If you have the Customize Offer Window Permission, you can click and drag the Properties from the Properties tab to the User Preferences pane. For information on the Properties you can set for this Object, see the Talisma Advanced Operations User s Guide. To Open the Offer Manager In any Workspace, from the Edit menu, select Offers. The Offer Manager is displayed. Searching for an Offer You can locate an Offer based on the Team to which it belongs, the Categories of the Offer, and the Mailers in which the Offer is used. The Base Object list in the Offer Manager will locate offers that are created with the selected Object as the base Object. Example Over the past three months, several Offers have been created in various Teams in WorldWaves. You want to locate the Offers that are shared with the Marketing Team and categorized as Festive/Seasonal Discounts. To Locate an Offer 1. Open the Offer Manager. 2. To search based on a specific Team, select the required Team from the Team list. - OR - To search based on a specific Category, select the required Category from the Categories list. - OR - To search based on a specific Mailer, select the Mailer from the Mailers list - OR - To search based on a specific base Object, select the base Object from the Base Object list. 36

37 Talisma 8.6 Campaigns User s Guide 3. Click Search. The Offers matching the search conditions specified are listed. Note While searching for Offers used in Mailers, only Offers inserted as links are listed. Specific Offers can be located by selecting all the conditions - Team, Categories, Mailers, and Base Object. Tip Click Show All to see all Offers. The specified conditions are removed. Editing an Offer Permissions Required Manage Offers - To create, edit, and delete Offers. You can edit the Properties of an Offer. You can also edit an Offer by editing its Bands. Any modification made to an Offer will be reflected in the Mailers in which the Offer is inserted, but only if the Offer was inserted as a link. To Edit an Offer 1. Open the Offer Manager. 2. Select the Offer you want to edit. 3. Click Edit. The Offer window is displayed. 4. Select the Properties tab. 5. Modify the required Properties. 6. From the Bands tab, you can edit the Band. 7. From the File menu, select Save - OR - Click. The modifications are saved. Inserting an Offer in a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. Offers are used in a Campaign, by inserting them into Mailers. An Offer can be inserted into a Mailer as a Link, and as Text. 37

38 Managing Offers When Used as a Link Changes made to an Offer from the Offer window are reflected in all the Mailers in which the Offer is inserted. While searching for the Offers inserted into a Mailer, only Offers inserted as a link will be listed. An Offer inserted as a link cannot be deleted. When Used as Text Changes made to an Offer from the Offer Manager are not reflected in the Mailers in which the Offer is inserted. While searching for the Offers inserted into a Mailer, Offers inserted as text will not be listed. An Offer inserted as text in a Mailer can be deleted without removing the Offer from the Mailer. You can insert Offers as links in Mailers only if the value in the Language Property of the Offers is the same as the value in the Language Property of the Mailer. If the Language Property of an Offer inserted as text in a Mailer is different from the Language Property of the Mailer, place holders in the Mailer will be merged based on the Language Property set for the Mailer. To Use an Offer in a Mailer 1. Open the Mailer/SMS Template window, and click the Message tab. 2. Position the cursor in the Message area of the Mailer. 3. From the Insert menu, select Offers. - OR - Click. The Offers Manager is displayed. All available Offers are listed. 4. Select the required Offer, and click Insert. The Insert Offer dialog box is displayed. 5. Select Text to insert the text content of the Offer in the Mailer. Modifications in the source copy of the Offer after inserting the Offer into the Mailer are not reflected in the Mailer. - OR - Select Link to insert the Offer as a Link in the Mailer. Modifications in the source copy of the Offer after inserting the Offer into the Mailer are reflected in the Mailer also. The selected Offer with all the Bands is inserted as a text or a link at the cursor position in the Mailer message. Note While inserting an Offer into a Mailer, you must position the cursor exactly in the place where the Offer is required. If positioned after the signature in the Message area, the Offer will not be inserted. Secondly, if the Offer is the first item in the Mailer, you cannot insert text above it. 38

39 Talisma 8.6 Campaigns User s Guide Usage Scenarios for Offers Creating an Offer and Deleting Bands from it You are the manager of the Marketing Team at WorldWaves. As a brand-building measure, you introduce a special Offer for your Contacts in various geographical locations of the USA. The Contacts in each city are offered different rates of discount. The Offer expires after 30 days. However, you extend the Offer in all cities, except Phoenix and Atlanta. Steps 1. Create an Offer and name it Introductory Offer. 2. Create Bands in the Introductory Offer, defining the conditions for different cities. 3. At the end of 30 days, delete the Bands for Phoenix and Atlanta. Using Conditional Merge WorldWaves is launching a short-term sales promotion Campaign. You are asked to create the Offer to be used in Mailers sent as a part of this Campaign. In some cities, additional discounts are offered to Opportunities who reside in the vicinity of your showroom. You can use Conditional Merge. Steps 1. Create an Offer with Bands for each city. 2. Use Conditional Merge to define specific conditions for cities where special discounts are offered on the basis of the Opportunity s address. Editing an Offer You have created an Offer containing several Bands. Each Band represents a condition for a different city. The Sales Team members would like to use the same Offer in one of the Campaigns they plan to launch. Their Campaign is specific to residential areas in the vicinity of the retail outlets of WorldWaves in different cities. You need to edit the Offer by applying Conditional Merge. Steps 1. Open the required Offer. 2. Edit it by defining appropriate conditions in the Conditional Merge dialog box. 39

40 Managing Mailing Lists Chapter 3:Managing Mailing Lists This chapter describes how you can work with Mailing Lists in Talisma Campaigns. In this chapter About Mailing Lists... Page 41 The Mailing List Manager... Page 42 The Mailing List Window... Page 43 Searching for a Mailing List... Page 45 Creating a Mailing List... Page 45 Defining and Running an SQL Filter for a Mailing List... Page 47 Editing a Mailing List... Page 48 Making a Copy of a Mailing List... Page 48 Setting the Sort Order of a Mailing List... Page 49 Deleting Contacts from a Static Mailing List... Page 50 Usage Scenarios for Mailing Lists... Page 51 40

41 Talisma 8.6 Campaigns User s Guide About Mailing Lists A Mailing List comprises base Object items who represent the audience segment at whom the Campaign is directed. If these base Object items show an interest in the product or service that is offered, they progress to become Targets in the Campaign. A Mailing List is created using Filters. The condition defined for the Filter extracts the specified set of base Object items from Talisma Main Database. These base Object items become Targets when they progress through various steps of a Campaign. A Mailing List can be used simultaneously in several Campaigns which share the same base Object. A Mailing List can be created for the following base Objects: Opportunity Order Applications Lead Enrollment Custom Objects with Campaign support Mailing Lists can be of two types: Static Mailing List A Static Mailing List is a time-bound list that stores results pertaining to the time it was saved. This list of base Object items remains unchanged, unless the Filter condition is modified, the Filter is renamed, or the base Object items are manually removed by defining a condition. These base Object items are listed in the base Object tab of the Mailing List window. Use a Static Mailing List if you do not want to update the set of Targets every time the Mailing List is scheduled to run. Example A Static Mailing List comprises 50 Contacts from New York City. After a week, 10 new Contacts from New York are added to the database. These new Contacts are not added to the Static Mailing List. Dynamic Mailing List A Dynamic Mailing List is a set of Filter conditions that generates the list of Targets only when a Mailing List is scheduled to run. As a result, base Object items are not displayed in the base Object tab of the Mailing List window. Use a Dynamic Mailing List if you want an updated set of Targets every time the Mailing List is scheduled to run. Example There are 50 Contacts from New York City at the time of defining the conditions for a Dynamic Mailing List. The Mailing List is scheduled to run after a week. During the week, 15 more Contacts from New York are added to the database. When the Mailing List is scheduled to run, the 15 new Contacts are added as Targets to the Mailing List. 41

42 Managing Mailing Lists The Mailing List Manager The Mailing List Manager enables you to locate, view, create, edit, share, and delete Mailing Lists. It also enables you to make a copy of the Mailing List and delete base Object items from a static Mailing List. To view the Mailing List Manager, select Mailing Lists from the Edit menu in any Workspace. The Mailing List Manager Figure 1 The Mailing List Manager Components of the Mailing List Manager The Mailing List Manager consists of a Table View, and command buttons that enable you to manage Mailing Lists. The following table describes the components of the Mailing List Manager. Component Search Fields Table View Description The Team, Categories, Campaign and Base Object fields enable you to locate Mailing Lists. Specify values in one or more of these fields and click Search to locate the Mailing List. Lists all Mailing Lists that satisfy the specified search conditions. If the List Deleted Mailing Lists option is selected, the deleted Mailing Lists that satisfy the specified search conditions are also listed. Properties of a Mailing List are displayed in columns in the Mailing List Manager Table View. You can customize the Table View in the Mailing List Manager. For information about the Properties displayed as columns in the Mailing List Manager, see the Talisma Advanced Operations User s Guide. 42

43 Talisma 8.6 Campaigns User s Guide The Mailing List Window A Mailing List comprises base Object items who represent the audience segment at whom the Campaign is directed. You can view a Mailing List in the Mailing List window. To View the Mailing List Window 1. From the Edit menu select the Mailing Lists option. The Mailing List Manager is displayed. 2. Select a Mailing List from the list of Mailing Lists. 3. Double-click the Mailing List. The Mailing List window is displayed: Figure 2 Mailing List window Components of the Mailing List Window The Mailing List window comprises the User Preferences pane and the Tab bar containing tabs. The following table describes the components of the Mailing List window. Component Menu Bar Toolbar Description Contains commands to perform operations in the Mailing List window. Displays the most frequently performed tasks as buttons. Point to a button to view its function. 43

44 Managing Mailing Lists Component User Preferences Pane Description Displays Mailing List Properties and their values. To customize this pane, drag Properties from the Properties tab to this pane. You can resize the column width of Properties, and their values. To do so, position your mouse pointer over the column you want to resize, and click when the mouse pointer changes to a two-headed arrow. Drag the mouse pointer horizontally to resize the column. Tab Bar Displays the different tabs in the Mailing List window. Select the tab to view details. Tabs Display details pertaining to the Mailing List, when selected from the Tab Bar. Properties Tab Categories Tab Filters Tab Contacts Tab Schedule Tab History Tab Displays predefined and user-defined Properties for the Mailing List. For more information, see the Talisma Advanced Operations User s Guide. Displays Categories created for the Mailing List. The Mailing List is categorized based on the selected Categories. Enables you to create a Filter for the Mailing List. Defining a Filter is mandatory for a Mailing List. Displays the Contacts if this is a Static Mailing List. These Contacts are added to the Campaign at the scheduled time. Selecting View Contacts in Campaign-Sort Order will display the Contacts according to the Sort Order specified in the Sort dialog box. Note In a scenario where the Mailing List is created for an Object other than Contact, the tab of the Object for which the Mailing List is created is displayed instead of the Contacts tab. Example The Mailing List is created for the Lead Object. In this scenario, the Lead tab is displayed in the Mailing List window. Displays details of the Mailing List schedules. Mailing Lists can be scheduled to run on a particular day and time, or at fixed intervals. Displays a chronological list of events that are configured to be displayed in this tab. The events displayed in this tab are user-specific, and can be set in the Options dialog box. Example If a Mailing List is shared with the "North Zone" Team, the event is recorded as follows: Shared by James with the following Team(s) on April , 10:10 AM North Zone 44

45 Talisma 8.6 Campaigns User s Guide Component Personal Tab Description Lists Properties created for the Personal tab in Talisma Business Administrator. The tab is visible in Talisma Client only for the User who created these Properties. Note that the Personal tab is visible for the User only if the User has created at least one Property for the tab. Searching for a Mailing List You can locate a Mailing List based on the Team in which it is created, the Categories to which it belongs, or the Campaign in which it is used. To Locate a Mailing List 1. Open the Mailing List Manager. 2. To locate Mailing Lists based on Teams, select the required Teams from the Team list. - OR - To locate Mailing Lists based on Categories, select the required Categories from the Categories list. - OR - To locate Mailing Lists based on a specific Campaign, select the required Campaign from the Campaign list. - OR - To locate Mailing Lists based on a specific base Object, select the required base Object from the Base Object list. 3. Click Search. The Mailing Lists matching the search conditions are listed. Tip Click Show All to view a list of all Mailing Lists. The specified conditions are removed. To Open the Mailing List Manager In any Workspace, from the Edit menu, select Mailing Lists. The Mailing List Manager is displayed. Creating a Mailing List Permissions Required Manage Mailing List - To create, edit, copy, and delete Mailing Lists. Using Filters, you can create a Mailing List comprising specific base Object items. To Create a Mailing List 1. Open the Mailing List Manager. 2. Click New. The New Mailing List dialog box is displayed. 45

46 Managing Mailing Lists Figure 3 The New Mailing List Dialog Box 3. To create a Static Mailing List, retain the selection of the Create Static Mailing List option. - OR - To create a Dynamic Mailing List, select the Create Dynamic Mailing List option. 4. From the Base Object list, select the base Object for which you want to create the Mailing List. 5. Click OK. The New Mailing List window is displayed. 6. Click the Filters tab. Selected Base Object and Target-based Filters created from the Home Workspace and any user-defined Workspace based on the selected base Object are displayed here. 7. Select the Advanced Filter option to define a new Filter for the Mailing list. You can also select an existing Filter from the list of Saved Filters. These Filters may be either from the Workspace based on the selected base Object, or from the list of Filters created by different Users. i. Define the Filter in the Define Conditions area. ii. Type a name for the Filter in the Filter Name box. iii. Click Add. iv. Click OK. If this is a Static Mailing List, the list of Contacts satisfying the filter is listed in the Contacts tab after the Mailing List is saved. - OR - v. Select SQL Filter option if you want to define and run an SQL Filter for the Mailing List using SQL queries. Note that you need the Manage SQL Mailing List Permission to define an SQL Filter. 8. Select the Properties tab. 9. Enter the values for Properties of the Mailing List. The Name of the Mailing List and the Team List are mandatory Properties. 10. From the File menu, select Save. - OR - 46

47 Talisma 8.6 Campaigns User s Guide 11. Click. The Mailing List is created and displayed in the Mailing List Manager. Note Defining a Filter is mandatory, as the base Object items resulting from the Filter constitute the Mailing List. If you create a Static Mailing List, the list of Contacts satisfying the Filter is displayed in the Contacts tab. For a dynamic Mailing List, the Filter conditions are applied when the Mailing List is scheduled to run in the Campaign Workflow. For information on the Properties you can set for this Object, see Mailing List Tabs and Properties. Defining and Running an SQL Filter for a Mailing List Permissions Required Manage SQL Mailing List - Defining and executing SQL statements to create Mailing Lists. By defining an SQL filter for a Mailing List you can run basic, and advanced SQL queries to filter the Contact list for the Mailing List. To Define and Run an SQL Filter for a Mailing List 1. In the Filters tab of the Mailing List window, select the SQL Filter option. 2. Specify the SQL query you want to use in the Define SQL Query area. For more information about defining SQL queries, see Conventions for Defining SQL Filter Based Mailing Lists on page Click Test SQL to run the SQL query. The query is run and the following message is displayed if the SQL query is executed successfully. The SQL statement was verified successfully. Conventions for Defining SQL Filter Based Mailing Lists When you specify SQL queries to retrieve base Object items for a Mailing List using the SQL Filter option, ensure that you comply with the following conventions: Avoid using simple SELECT queries such as SELECT * from <table name>. Simple SELECT queries can adversely affect the performance of the Talisma system. Further, queries to retrieve Mailing List base Object data that result in the retrieval of multiple data columns are not supported. SQL Server does not support queries that execute child stored procedures from a parent stored procedure. Ensure that you do not define a query that includes a stored procedure, and a SELECT statement. For example: Exec sproc_anonymous SELECT acustid FROM tblcustomer Ensure that you specify the (Nolock) keyword in your query statement, to minimize database blocks. For example: SELECT acustid FROM tblcustomer WITH (NOLOCK) 47

48 Managing Mailing Lists It is recommended that you use the WHERE, and TOP clauses to ensure that you retrieve only the required information. For example: SELECT acustid FROM tblcustomer WITH (NOLOCK) WHERE acustid <= 10 Order by dcreated desc SELECT TOP 1 acustid FROM tblcustomer WITH (NOLOCK) Order by dcreated desc To specify a query to create a dynamic Mailing list, use the query to first create a static Mailing List, and then use the same query to create the dynamic Mailing List. If you specify queries that do not follow the recommendations listed above, the data may not be retrieved accurately. For more information, contact Talisma Support. Editing a Mailing List Permissions Required Manage Mailing List - To create, edit, copy, and delete Mailing Lists To Edit a Mailing List 1. Open the Mailing List Manager. 2. Select the required Mailing List, and click Edit. The Mailing List window is displayed. 3. Click the Filters tab. 4. Select the Filter you want to edit, from the Filters list. 5. Click Edit. The Mailing List condition is displayed in the Define Condition area. 6. Modify the required details. For more information about editing an SQL Filter in the Mailing List, see Defining and Running an SQL Filter for a Mailing List on page Click Save. The Mailing List is updated to reflect the most recent changes. Making a Copy of a Mailing List Permissions Required Manage Mailing List - To create, edit, copy, and delete Mailing Lists. 48

49 Talisma 8.6 Campaigns User s Guide You can create a copy of a Mailing List by reusing Filter conditions from the original Mailing List. Make a copy of a Mailing List when the same base Object items segment has to be addressed in different Campaigns, or by different Teams. Example You have created a dynamic Mailing List comprising Contacts in Dallas. You have been entrusted with the responsibility of dispatching a set of Mailers to the Contacts on that Mailing List. These Mailers are not to be sent to any new Contacts that may be added to Talisma Main Database during or before the scheduled dispatch of those Mailers. You can create a static copy of the Mailing List. To Make a Copy of a Mailing List 1. Open the Mailing List Manager. 2. Select the required Mailing List, and click Make a Copy. The New Mailing List dialog box is displayed. 3. Select the type of Mailing List you want to create - Static or Dynamic. 4. Click OK. A new Mailing List is created with the Filter conditions from the original Mailing List. 5. Modify the Filter conditions, if it is required. 6. Select the Properties tab. 7. Specify the values for the Properties of the new Mailing List. The Name of the Mailing List and the Team List are mandatory Properties. 8. From the File menu, select Save. - OR - Click. The Mailing List is created and displayed in the Mailing List Manager. Setting the Sort Order of a Mailing List Talisma enables you to sort base Object items in a Mailing List, based on the Properties of the base Object Properties. Setting the sort order enables you to refine the list of Targets to be added to a Campaign, based on specific conditions. The sorting can be in ascending or descending order. You can sort the Contacts in a Mailing List using one or more Properties. To do so: 1. Open the Mailing List Manager. 2. Select the required Mailing List, and click Edit. The Mailing List window is displayed. 3. From the Mailing List menu, select Sort Order. The Sort by Property dialog box is displayed. This dialog box consists of a table that lists the Contact Properties in the Properties column, and the sort order in the Order column. 4. Select the Properties on which you want to sort the Mailing List. This dialog box displays Properties that are displayed in the Select Columns dialog box in the Table View of the base Object in the Home Workspace. Other base Object Properties are not available for setting the sort order. 49

50 Managing Mailing Lists 5. Click in the corresponding Order column, and select Ascending or Descending, depending on the order in which you want to sort the base Object items for the Mailing List. 6. To change the priority in which the Properties need to be sorted, click or. 7. To specify the number of Targets to be included in the Mailing List, select Add top "n" Targets to Campaign, and specify the number by typing or selecting a value in the list box. To add all the Targets, select All from the list. For example, if you specify 100 in this field, only the first 100 Targets from the sorted list are added to the Campaign. 8. Click OK. 9. From the File menu, select Save. - OR - Click. Deleting Contacts from a Static Mailing List Permissions Required Manage Mailing List - To create, edit, copy, and delete Mailing Lists. You can delete base Object items from a Static Mailing List. To do so, you must define a Filter that will remove base Object items matching the specified condition. To Delete Contacts from a Static Mailing List 1. Open the Mailing List Manager. 2. Select the required Mailing List, and click Edit. The Mailing List window is displayed. 3. From the Edit menu, select Edit Base Object List. - OR - Click. The Edit Base Object dialog box is displayed. 4. Define the required conditions to delete the corresponding base Object items from the Mailing List. 5. Click OK. The base Object items satisfying the condition are deleted from the Mailing List. Note Base Object items cannot be removed from a Dynamic Mailing List unless the Filter in the Mailing List is modified, or the base Object items are removed from the Talisma database. The Filter for a Static Mailing List is used only once to generate the base Object items for the Mailing List. Deleting base Object items from the Mailing List has no impact on the Filter. 50

51 Talisma 8.6 Campaigns User s Guide Usage Scenarios for Mailing Lists Creating a Mailing List The Sales Team at WorldWaves is initiating sales promotion Campaigns in different geographical locations of the USA. You are handling the customers in Philadelphia. Your responsibilities include creating, updating and maintaining the entire list of Contacts in Philadelphia, so that the list is available whenever a Campaign for Philadelphia is created or updated. Steps 1. Create a Dynamic Mailing List in the Marketing Team. 2. Define Filter conditions to locate all Contacts based in Philadelphia. 3. Save it as Philadelphia Contacts. Setting the Sort Order for the Mailing List David, the head of the Sales Team at WorldWaves, wants you to retrieve Contacts whose age is 30 years or more, to be added to a Mailing List. He wants you to create a Filter to retrieve these Contacts, and then sort the Mailing List to send the Mailer to the first 100 Contacts above the age of 30. Steps 1. Create a Filter to retrieve Contacts whose age is 30 years or more. 2. Add these Contacts to your Mailing List. 3. Sort the Mailing List in ascending order, based on the Date of birth Property of the Contact. 4. Add the first 100 Contacts in the Mailing List to the Campaign. Editing a Mailing List Andrew, the Sales Team Manager informs you that the Campaign in Philadelphia must focus on Targets who live on 52nd Street in Philadelphia. Steps 1. Open the Mailing List Philadelphia Contacts. 2. Edit the Mailing List by defining an additional Filter condition Contact Address-Street = 52nd Street. Making a Copy of a Mailing List You are entrusted with the responsibility of dispatching a set of Mailers to the existing Contacts in Philadelphia. These Mailers are not to be sent to any new Contacts. In addition, two Contacts are to be removed from the Mailing List. These two Contacts reside on 52nd Street, and their names are Martha Simon and Jacques Gray. Steps 1. Make a copy of the Mailing List Philadelphia Contacts. Ensure that the copy you create is a Static Mailing List. 2. Save the copy as Existing Philadelphia Contacts. 3. From the Static Mailing List Existing Philadelphia Contacts, delete the two Contacts by defining the following Filter Conditions in the Edit Mailing List dialog box: i. Contact Address-Street contains 52nd Street. ii. Contact First name contains Martha. iii. Contact Last name contains Simon. 51

52 Managing Mailing Lists iv. Contact First name contains Jacques. v. Contact Last name contains Gray. 4. Group the conditions (i), (ii) and (iii). Group the conditions (i), (iv) and (v). The Define conditions area should look like this: 5. Save and close the Mailing List. 52

53 Talisma 8.6 Campaigns User s Guide 53

54 Managing Bands Chapter 4:Managing Bands This chapter describes how you can work with Bands in Talisma Campaigns. In this chapter Creating a Band... Page 55 Editing a Band... Page 56 Using Conditional Merge in an Offer... Page 57 Deleting a Band... Page 58 54

55 Talisma 8.6 Campaigns User s Guide Creating a Band Permissions Required Manage Offers - To create, edit, and delete Offers. A Band in an Offer determines the type of information each Target will receive in the Mailer. An Offer can have many such Bands, depending on the Campaign strategy. While a Band comprises a condition and text associated with it, only the text content of the Band is displayed to the Target. Example WorldWaves is offering the following festival discounts to its customers in different cities of the USA: 1. For Contacts in New York: 10% on purchases exceeding $ % on purchases exceeding $ For Contacts in Dallas: 15% on purchases exceeding $ % on purchases exceeding $500. You are entrusted with the responsibility of creating an Offer containing Bands to define these conditions. To Create a Band 1. Open the Offer Manager. 2. Open the required Offer, and click the Bands tab. 3. From the Offer menu, select New Band. The Define Band dialog box is displayed. 4. Define the conditions for the Band in the Define Conditions area. 5. Type the text for the condition in the Text area. 6. Click Insert Properties to insert Properties of the base Object or Target Objects. The Insert Properties dialog box is displayed. The List of Properties area lists the base and Target Objects, their associated Properties, and Properties of the Objects related to base Object and Target. 7. Select the required Properties from the List of Properties area, and click Insert. 8. Click Conditional Merge to insert merged Properties. 9. Click Insert List to insert a list of Properties. The Insert List dialog box is displayed. The Select List to view Columns area lists the base Object and Target Objects, and Property Lists of their related Objects. i. Select the required related Object tab. A list of Properties that belong to the selected related Object is displayed in the Select Columns area. - OR - 55

56 Managing Bands Click Advanced to define advanced search conditions in the Advanced Filter for List dialog box, to narrow your search for Object items whose Properties must be merged in the message text. Click OK. ii. Click Insert. Example You have created a custom Property with multiple values called Type for the Contact Object. In this Property, you maintain details about your Web site visitors. You want to introduce a special Offer of to your Web site visitors whose shopping cart value exceeds $5000. You can define a Band to check whether the Shopping Cart Value exceeds $5000, the visitor has clicked the Banner ad for Garden Parasols on your corporate Web site, and submitted the Web Form to indicate interest in purchasing summer furniture. You can create a Mailer thanking the customer and insert the required Contact details in the message, such as Shopping Cart Value and the name of the Banner ad clicked. You can also list the special offers of summer furniture, in the Mailer. 10. Click OK. The Properties are displayed in the Text area. 11. Click OK. The Band is displayed in the Bands tab. Note For Offers created with the Opportunity, or Order Objects as the base Object, the functionality of the Trackable URL button is not available in the Define Band dialog box. In the Select Columns area of the Insert List dialog box, use the Up and Down arrows to move a Property in the list, up or down in the order of preference. This list determines the order in which the Properties will be merged in the message. Editing a Band Permissions Required Manage Offers - To create, edit, and delete Offers. You can edit a Band inserted in an Offer. Modifications in a Band inserted in an Offer are reflected in Mailers only if the Offer is inserted as a link. To Edit a Band 1. Open the Offer Manager. 2. Select the Offer you want to edit. 3. Click Edit. The Offer window is displayed. 4. From the Bands tab, select the Band to be edited. 56

57 Talisma 8.6 Campaigns User s Guide 5. From the Offer menu, select Edit Band. - OR - Right-click the required Band, and select Edit Band from the shortcut menu. The Define Band dialog box is displayed. 6. Modify the conditions for the Band in the Define Conditions area. Modify the text for the condition in the Text area. 7. To modify Properties inserted in the Band, click Insert Properties. The Insert Properties dialog box is displayed. The List of Properties area lists the base Object and Target Objects, their associated Properties, and Properties of the Objects related to base Object and Target. 8. Add or remove Properties from the List of Properties area. 9. Click OK. The Properties are displayed in the Text area. 10. Click OK. The modifications are reflected in the Bands tab. Using Conditional Merge in an Offer Permissions Required Manage Offers - To create, edit and delete Offers. You can define a condition within a condition in a Band, using Conditional Merge. The Conditional Merge feature enables you to customize an Offer to specific target segments. Use the Conditional Merge feature to refine the text sent to specific audience segments in a Campaign. The Conditions defined in an Offer are based on Properties of Targets in a Campaign. Talisma uses the If and Then fields to perform alternate actions, or send alternate text. Example As part of the Grand Discount Sale Offer in New York, WorldWaves decides to give an additional 5% discount to Contacts who reside in the Downtown area of New York. You can use Conditional Merge to define the condition Contact Address-Street contains Downtown within the Band Contact Address-City = New York. To Use Conditional Merge in an Offer 1. Open the Offer Manager. 2. Select the required Offer. 3. From the Offer menu, select Edit Band. The Define Band dialog box is displayed. 4. To define a condition within the condition in the Band, click Conditional Merge. The Conditional Merge dialog box is displayed. 5. Define the additional conditions for the Band in the Define Conditions area. 6. Enter the text for the condition in the Text area. 57

58 Managing Bands 7. Click OK. The Define Band dialog box is displayed. 8. Click OK. The condition is displayed within the main condition in the Band. 9. Click the Properties tab. 10. Ensure that the values for the Properties of the Offer are specified. The Name of the Offer and the Team List are mandatory Properties. 11. From the File menu, select Save. - OR - Click. Deleting a Band Permissions Required Manage Offers - To create, edit, and delete Offers. From an Offer, you can delete Bands which are no longer required. To Delete a Band 1. Open the Offer Manager. 2. Select the Offer from which you want to delete the Band. 3. Click Edit. The Offer window is displayed. 4. In the Bands tab, select the Band to be deleted. 5. Right-click the selected Band, and select Delete Band from the shortcut menu. The Band is deleted. 58

59 Talisma 8.6 Campaigns User s Guide 59

60 Managing Mailers Chapter 5:Managing Mailers This chapter introduces you to Mailers in Talisma Campaigns. In this chapter About Mailers... Page 61 The Mailer/SMS Template Manager... Page 62 The Mailer/SMS Template Window... Page 64 About Sending SMS Messages to Targets in Campaigns... Page 67 Searching for a Mailer... Page 67 Editing a Mailer... Page 69 Building a Mailer... Page 70 Usage Scenarios for Mailers... Page 74 60

61 Talisma 8.6 Campaigns User s Guide About Mailers A Mailer is a means of communicating electronically with Targets as part of a Campaign. It consists of information that you can distribute as to a select group of addresses, or as an sms message to mobile phone numbers targeted by a Campaign. The Mailer/SMS Template Manager enables you to create and manage Mailers in Talisma. Mailers can be created for the following base Objects: Contact Lead Enrollment Order Opportunity Application Custom Object When you create a new Mailer, Talisma prompts you to select the Create Mailer Template option, or the Create SMS Template option in the New Mailer/SMS Template dialog box. Based on the option that you select, the value of the Template Type Property is updated to , or SMS. For Mailers whose Template Type Property is , Talisma enables you to personalize the Mailer by adding Offers, your signature, base Object Properties, AutoText, attachments, pictures, hyperlinks, Trackable URLs, and Forms with controls. Canned Responses can be inserted only for Mailers with Contact as base Object. For Mailers whose Template Type Property is SMS, Talisma enables you to personalize the Mailer by adding your signature, Offers, base Object Properties. Canned Responses, and AutoText. Type of Mailers In Talisma, you can create plain-text as well as HTML versions of a Mailer, so that mail clients that are not HTML-compatible can still receive professional looking text Mailers. When you create both HTML and plain-text versions of a Mailer, Talisma sends the correct version depending on the capabilities of the recipient s mail client. Talisma identifies the capability of the mail depending on the value selected in the Message type base Object Property. If the selected value is HTML Type, Talisma sends the HTML version of the Mailer. If Text Type is selected, the text version is sent. If the Message type of the base Object is Text and HTML, both versions of the Mailer are sent, and the base Object s mail client can pick up the version it is capable of displaying. When sending a Mailer to a base Object whose Message type is Text and HTML, the Campaign Dispatcher appends the HTML Sniffer URL to the Mailer to detect the capability of the base Object s mail client. If Talisma identifies that the base Object s mail client is HTML-compatible, it updates the Message type Property of the base Object to HTML. However, if the mail client is not found to be HTML 61

62 Managing Mailers compatible, the Message type Property is not automatically updated. You need to update the Message type Property through the Campaign Workflow, through Web Form integration, or manually. Note To ensure that a Mailer recipient working on a Windows 2008 computer can work with the trackable URL and Form features, your administrator must see the steps described in the Post Installation Tasks section for Talisma Client in the Talisma Installation and Deployment Guide. You can work with SMS type of Mailers if your organization has purchased the Talisma SMS license, in addition to the Talisma Campaign license. The Mailer/SMS Template Manager A Mailer is a means of communicating electronically with Targets as part of a Campaign. It consists of information that you can distribute as , or as an SMS message to a select group of addresses, or mobile phone numbers targeted by a Campaign. Using the Mailer/SMS Template Manager, you can perform various operations relating to Mailers such as creating, editing, sharing, categorizing, and making copies of Mailers. To view the Mailer/SMS Template Manager, select Mailer/SMS Template from the Edit menu. Figure 1 The Mailer/SMS Template Manager 62

63 Talisma 8.6 Campaigns User s Guide Components of the Mailer/SMS Template Manager The following table describes the components of the Mailer/SMS Template Manager. Component Search Fields Table View Description The Team, Categories, Keywords, and Base Object fields enable you to locate Mailers. Specify values in one or more of these fields and click Search to locate the Mailer. Lists all Mailers that satisfy the specified search conditions. If you select the List deleted Mailer/SMS Template option, the deleted Mailers that satisfy the specified search conditions are also listed. In the General tab of the Options dialog box, you can define the number of Mailers to be displayed in the Table View. Properties of a Mailer are displayed in columns in the Mailer/SMS Template Manager Table View. You can customize the Table View in the Mailer/SMS Template Manager. For information about the Properties displayed as columns in the Mailer/ SMS Template Manager, see the Talisma Advanced Operations User s Guide. 63

64 Managing Mailers The Mailer/SMS Template Window The Mailer/SMS Template window is displayed when a Mailer is created or an existing Mailer is opened for editing or viewing. This window consists of four predefined tabs: Properties, Categories, Message, and History. To View the Mailer/SMS Template Window 1. From the Edit menu select the Mailer/SMS Templates option. The Mailer/SMS Template Manager is displayed. 2. Select a Mailer from the list of Mailers. 3. Double-click the Mailer. The Mailer/SMS Template window is displayed. Figure 2 The Mailer/SMS Template Window 64

65 Talisma 8.6 Campaigns User s Guide Components of the Mailer/SMS Template Window The following table describes the components of the Mailer/SMS Template window: Tabs A Menu Bar A Toolbar User Preferences Pane Description Contains commands to perform operations in the Campaign window. Displays the most frequently performed tasks as buttons. Place the cursor over a button to view its function. This pane displays Properties and their values for this SMS/Mailer template. To customize this pane, drag Properties from the Properties tab to this pane. These Properties are also displayed in the Preview pane of the Home Workspace, or any user-defined Workspace based on Campaigns. You can resize the column width of Properties, and their values. To do so, position your mouse pointer over the column you want to resize, and click when the mouse pointer changes to a two-headed arrow. Drag the mouse pointer horizontally to resize the column. Tab Bar Displays the different tabs in the Mailer/SMS Template window. Select the tab to view the details in the tab. Tabs Display details pertaining to the Mailer, when selected from the Tab Bar. Properties Tab Categories Tab Displays system and user-defined Properties of the Mailer. You can set values for these properties, except the Subject Property, in the right column. You can drag additional Properties from the Left column to the User Preferences pane if you have the Customize Template Windows Permission. For more information about system Properties, see the Talisma Advanced Operations User s Guide. Displays the Categories of the Mailer. The Categories displayed are all user-defined. 65

66 Managing Mailers Tabs Message Tab History Tab SMS Tab Personal Tab Description For Mailers whose Template Type Property is The Message tab displays Mailer Properties such as Title, Subject, Date of creation, Last modified, Author, Team List, Usage count, and other Properties in the User Preferences pane. The message of the Mailer is displayed in the message area. You should define the Title, Subject, and Team List Properties without which the Mailer cannot be saved. In the Message area, you can insert attachments, signature, AutoText, Properties, Offers, Conditions with appropriate messages, picture, hyperlink, Trackable URL, Form, and control.canned Responses can be inserted only for Mailers with Contact as base Object. Mailers are personalized by inserting base Object and Target Properties and the sender's signature. You can also format the message text and insert tables into the message. For Mailers whose Template Type Property is SMS: The Title, Author, and Team List Properties are displayed in the User Preferences pane. You can specify the text of the message by selecting the Text tab in the Message tab of the Mailer/SMS Template window. The Edit, Source, and Preview tabs in the Message tab are disabled. In the Message area, you can add your signature, insert Offers, base Object Properties, Canned Responses, and AutoText. Displays a chronological list of events that are configured to be displayed in this tab. The events displayed in this tab are user-specific, and can be set in the Options dialog box. Example If a Mailer is created, the event is recorded as in the History tab of the Mailer/SMS Template window as follows: Created by James on April , 10:10 AM Title = Chicago Mailer Subject = Winter Wear Discount Author = James The Used for automatic response, and SMS Keyword Properties are available in this tab. For information about these Properties, see the Talisma Advanced Operations User s Guide. Note While you can select a value in the SMS Keyword Property for type of Mailers, the selected Property value does not affect the functionality of type of Mailers. Lists Properties created for the Personal tab in Talisma Business Administrator. The tab is displayed in Talisma Client only for the User who created these Properties. Note that the Personal tab is visible for the User only if the User has created at least one Property for the tab. 66

67 Talisma 8.6 Campaigns User s Guide About Sending SMS Messages to Targets in Campaigns The Short Message Service (SMS) feature in Talisma enables you to send outbound SMS messages to mobile phones of Targets in Talisma Campaigns. You can send an SMS message to update Targets in a Talisma Campaign to promote your organization s products, and services. Sending information through an SMS message enables your organization to reach out to the Target at any time of the day, and enables you to dispatch information at the click of a button. To work with the SMS feature, your organization must purchase the Talisma SMS license. Base Object items who progress to become Targets can update your organization that they do not want to receive SMS messages as part of your organization s Campaigns. In such a scenario, set the value of the Send SMS Contact Property to No. To use this feature you must ensure that the condition you specify at the Connector before the Send SMS Action in the Campaign prevents such base Object items from progressing to the Send SMS Action. However, you will still be able to send high priority SMS messages such as disaster warnings, and other critical information to these base Object items. You can do so by not filtering such base Object items at the Send SMS Action. Searching for a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. You can locate Mailers using the simple search or the advanced search features of Talisma. Locating a Mailer Using Simple Search Using the simple search feature, you can locate a Mailer based on the Teams with which it is shared, and the Categories to which it belongs. You can also locate a Mailer using the simple Keyword Search feature. Example You want to locate Mailers that are categorized as Special Offers and shared with the Marketing Team. To Locate a Mailer Using Simple Search 1. Open the Mailer/SMS Template Manager. 2. From the Team list, select the required Team. - OR - From the Categories list, choose the appropriate Categories. - OR - From the Base Object list, choose the appropriate base Object - OR - Enter the relevant keywords in the Keywords field. 67

68 Managing Mailers 3. Click Search. Mailers satisfying the specified conditions are listed in the Mailer/SMS Template Manager. To locate a Mailer using multiple keywords, separate each keyword with a space. When you type keywords and click Search, Mailers with Title, Subject Line, or message content that match the specified keywords are listed. Locating a Mailer Using the Advanced Search The advanced search feature enables you to locate specific Mailers. This search mechanism enables you to perform sophisticated search operations using changes in Mailer Properties, Campaign and base Object Properties, Mailer-related events (categorized, created, and deleted) and Mailer Properties (Author, Last Modified, Subject, Team, Title, and Usage Count) as the search criteria. Example There are several Mailers created in the Marketing Team. You want to locate the Mailers that your colleague Jacob Thomas has created. To Locate a Mailer using the Advanced Search 1. Open the Mailer/SMS Template Manager. 2. Click Advanced. The Advanced Search dialog box is displayed. 3. In the Object column, you can select the Object with which you are currently working, a Relationship created for the selected Object, Events, or PropertyChanges. Click More to select an Object that is related to a related Object. In this example, select Contact. 4. In the Field column, select the Property of the Object selected. In this case, select Team. 5. In the Operator column, select the appropriate operator. Select =. 6. In the Value column, type or select the value to be located. In this example, select Marketing from the Teams list. 7. In the And/Or column, select And to specify that the search needs to satisfy all the conditions specified. Select Or to specify that the search can satisfy one or more conditions specified in any row. 8. Repeat Steps 3 through 7 to define multiple conditions. In this example, define the additional condition Contact Owner = Jacob Thomas 9. Click Run. The query results are displayed in the Mailer/SMS Template Manager. You can also perform other Operations using the Advanced Search dialog box. These include Grouping and Ungrouping. Grouping The Group option is used to combine two or more conditions with And or Or into one set according to the requirement. The Group option is enabled if you select multiple rows to prioritize a specific set of conditions over the others. To Group two or more rows: i. Click the first row: Press the [SHIFT] key and click the next row, if the rows are consecutive. Press the [CTRL] key and click the next row, if the rows are random. ii. Click Group. Grouped items are indicated by a link to the left of the grouped rows. 68

69 Talisma 8.6 Campaigns User s Guide Ungrouping The Ungroup option is enabled when you select a grouped condition. On clicking Ungroup, the selected conditions are no longer grouped. Note If you have used the default space available in the Advanced Search dialog box, you can use the scroll bar to specify additional conditions. Alternatively, you can resize the dialog box by positioning the mouse pointer at the top, or bottom edge of the dialog box and dragging it up, or down when the pointer changes to a twoheaded arrow. You can also resize the dialog box horizontally by positioning the mouse pointer at the left, or right edge, and dragging it when it changes to a two-headed arrow. The size of the resized dialog box is unique to the logged in User, and is retained across login sessions. The 'And' that is used to combine two or more conditions gains precedence over the 'Or' used to combine another set of conditions. To Open the Mailer/SMS Template Manager In any Workspace, from the Edit menu, select Mailer/SMS Template. The Mailer/SMS Template Manager is displayed. Editing a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. You can edit the title, contents, and Properties of a Mailer either from the Mailer/SMS Template Manager, or from the Campaign Workflow. To Edit a Mailer 1. Open the Mailer/SMS Template Manager. 2. Select the required Mailer and click Edit. The Template window is displayed. 3. Select the Message tab. The cursor is positioned in the Message area. 4. Modify the required details. You can also modify the title of the Mailer, its Categories, and the list of Teams with which it is shared. 69

70 Managing Mailers 5. From the File menu, select Save. - OR - Click. The modifications are saved. Note To edit conditional text in the Mailer, select the table inserted for the condition, right-click, and select Edit. The Conditional Merge dialog box is displayed. Modify the condition in the If area, and click OK. The modified condition is saved. If a condition is nested within another condition, you cannot edit the nested condition in the Conditional Merge dialog box, while editing the parent condition. You must select the table for the child condition, and then edit it. You can edit a Mailer while a Campaign is running. The modified Mailer will be sent to Targets in the batch that is sent after the current batch of Mailers is sent. You can edit the subject of a Mailer in the Subject field of the Message tab. Building a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. In Talisma, you can create , or SMS type of Mailers. The process of building a Mailer includes composing the content of the Mailer, performing a Conditional Merge, and validating the Mailer. After generating the Mailer, you can insert it in the Workflow of a Campaign. An type of Mailer can be sent to a recipient only if the value of the Send Mailers Property of the base Object item is set to Yes. However, an SMS type of Mailer can be sent to a recipient regardless of the value of the Send SMS base Object Property. To ensure that the Mailer is sent only to base Object items whose Send SMS Property is set to Yes, you must define an appropriate Filter at the relevant Connector before the Send SMS Action node. You can create an SMS type of Mailer if your organization has purchased the Talisma SMS license. To be able to send Mailers in Campaigns, the Campaign Dispatcher must be installed using Talisma Database Administrator. For more information about Campaign Dispatchers, see the Talisma Database Administrator User s Guide. To Build a Mailer 1. Open the Mailer/SMS Template Manager. 2. Click New. The New Mailer/SMS Template dialog box is displayed. By default, the Create Mailer Template option is selected. 3. To create an type of Mailer, retain the selection of the Create Mailer Template option. - OR - To create an SMS type of Mailer, select the Create SMS Template option. 70

71 Talisma 8.6 Campaigns User s Guide 4. From the Base Object list, select the base Object for which you want to create the Mailer. 5. Click OK. Based on your selection in Step 3, the New Mailer Template window is displayed, or the New SMS Template window is displayed. 6. Select the Message tab. Note If your organization has not purchased a Talisma SMS license, the New Mailer Template window is automatically displayed when you select New in the Mailer/ SMS Template Manager. The New Mailer/SMS Template dialog box is not displayed. To Create an SMS Type of Mailer 1. In the Text tab of the New SMS Template window, type the text you want to send as an SMS message. The Edit, Source, and Preview tabs are disabled. The maximum count of characters that can be dispatched in a single SMS message is displayed in the note at the bottom of the window. If the count of characters in the SMS message, after Property merge, exceeds this value, the SMS message is split into multiple SMS messages. Your administrator can configure the maximum count of characters that can be dispatched in a single SMS message. For more information, your administrator must see the Options in the TblGlobalInfo Table document. 2. In the Title field, type the name of the new SMS Template. This is a mandatory field. The value you specify in this field must be unique. Even if a Mailer with the same name has been deleted, you cannot save this Mailer. 3. By default, the name of the logged in User is displayed in the Author field. You can select a different name as the author of the SMS Template. 4. Click. in the Team List field. The Share dialog box is displayed. Select the Teams with which you want to share the SMS Template. This is a mandatory field. 5. Click OK. 6. Select the Categories tab and choose appropriate Categories to classify the Mailer. 7. Select the SMS tab. In the SMS Keyword list, select the Keyword that you want to associate with the SMS Template. Talisma prompts you to select a different Keyword if the selected Keyword is already associated with another SMS Template. You can insert Mailer elements such as your signature, Offers, and Properties to customize the Mailer. Note The text specified for the Title of the SMS Template is displayed in the Subject field when you save the Mailer. You cannot insert Offers, or Canned Responses that include HTML elements, or pictures into an SMS type of Mailer. 71

72 Managing Mailers You can insert Canned Responses if the Mailer has Contact as base Object. 8. From the File menu, select Save. - OR - Click. The SMS Template is created and listed in the Mailer/SMS Template Manager. Note For information on the Properties you can set for this Object, see the Talisma Advanced Operations User s Guide. 9. In the SMS tab, in the Used for automatic response field, select one of the following values: Yes - to use the SMS Template to dispatch an SMS response to the Target when the Target sends an SMS message to Talisma. The SMS message is sent automatically without the intervention of the User. No - When this option is selected, the SMS template will not be used to send out automatic responses to Targets. Note You can update the value of this Property only after the SMS Template is saved. To Create an Type of Mailer 1. Type the name of the new Mailer in the Title field of the New Mailer Template window. 2. In the Subject field, type the subject of the new Mailer. This is a Mandatory Property. You can customize the subject of the Mailer by inserting Properties in the Subject field. Example WorldWaves sells a variety of brands. Some customers are loyal to specific brands. You can specify the Subject as "Special offer on <<Contact.Brand>> for <<Contact.Name>>", where 'Brand' is a custom Property created in Talisma Business Administrator. The values for the inserted Properties are merged when the Mailer is sent. The Subject is displayed as "Special offer on Chocos for Robert for a contact called Robert who is interested in the Chocos brand. The same Mailer displays the Subject as "Special offer on Whackos for Bill" for a Contact named Bill, who prefers the Whackos brand. You can view the Subject of the Mailer with the merged Properties, by previewing mail merge. 3. Type the required message in the text area of the Message tab. You can create an HTML-based Mailer with or without typing HTML code. When you are creating an HTML-based Mailer, select the Retain Source option to ensure that HTML code you have modified 72

73 Talisma 8.6 Campaigns User s Guide or added in the Source tab to customize the Mailer is not modified when the Mailer is saved. The Mailer content displayed in the Edit tab and the Preview tab will be based on the HTML code in the Source tab. If the Retain Source option is cleared, Mailer content in the Edit tab and the Source tab will be synchronized when you save the Mailer. If content is modified in the Edit tab, the HTML code in the Source tab is changed to reflect this modification. To create an HTML-based Mailer without typing HTML code, select the Edit tab and type the content in the Message area. You can format the content, and insert pictures. The corresponding HTML code is automatically created in the Source tab. you can view and edit the corresponding HTML code from the Source tab. You can also copy HTML code from other HTML editors such as MS Front Page and Dreamweaver and paste it into the Source tab. To create an HTML-based Mailer by typing HTML code, select the Source tab and type the HTML code. You can edit the content of the Mailer in the Message tab, and you can also edit the HTML code in the Source tab. To check how the Mailer will appear on the recipient's mail client, select the Preview tab. However, the Preview tab does not display the Trackable URL and Conditional Merge that may be used in the Mailer. To create a plain-text version of the Mailer, select the Text tab and type the content in the Message area. Tip Press F2 to switch between the Edit, Source, Preview, and Text tabs. 4. Select the Properties tab. The Title, Subject, and Author details are displayed. Your name is displayed in the Author field. 5. Click in the Team List field. The Share dialog box is displayed. 6. Select the Teams with which you want to share the Mailer. 7. Click OK. 8. Select the Categories tab and choose appropriate Categories to classify the Mailer. Insert Mailer elements to customize the Mailer if it is required. You can insert attachments, trackable URLs, hyperlinks, Offers, pictures, Properties, and forms in a Mailer.Canned Responses can be inserted only for Mailers with Contact as base Object. 73

74 Managing Mailers 9. From the File menu, select Save. - OR - Click. The Mailer is created and listed in the Mailer/SMS Template Manager. Note Links that you insert in the Mailer to navigate to other locations on the same page will not work when you preview the Mailer in Talisma Client. However, the links will work when the recipient views the Mailer. To test links, send a test Mailer to a sample recipient, and check the links in the Mailer, or copy the HTML source of the Mailer, create an HTML page, and check the links. When selecting the Mailer to be sent through a Campaign, you can customize the From line in the Mailer. The Mailer Name, Subject, and Team details are mandatory Properties while creating a new Mailer. Ensure that the Mailer Name is unique. If a deleted Mailer with the same name already exists, you cannot save the Mailer. You can create multiple Mailers with the same Subject line. Select the History tab to view all actions performed on the Mailer such as Mailer Author, Created Date and Time, Modification Details, Properties set, and Categorized. Do not Copy and Paste text into a Mailer that includes JavaScript, or VB Script. Instead, use the Open File option from the File menu of the Mailer window. All Trackable URLs in Mailers in earlier versions of Talisma are displayed in angular brackets in this version of Talisma. To insert the URL in this version of Talisma, edit the Mailer by deleting the brackets and insert the URL to track. For information on the Properties you can set for this Object, see the Talisma Advanced Operations User s Guide. Usage Scenarios for Mailers Creating a Mailer The Research and Development (R&D) Team at WorldWaves has identified tremendous sales potential for winter wear in Chicago, IL. Based on the findings of the R&D Team, the Marketing Team is launching a Campaign to introduce winter wear at a discounted rate in Chicago. You need to compose a Mailer to be sent as a part of this Campaign. Steps 1. Create an Offer with Bands defining the appropriate conditions. 2. Create a Mailer and name it Chicago Mailer. 3. Compose the message in the Message area of the Mailer. 4. Insert the Offer in Chicago Mailer. 5. Insert Product pictures in the Mailer to make it attractive and informative. 6. Attach files containing relevant additional information, if it is required. 74

75 Talisma 8.6 Campaigns User s Guide 7. Save and close the Mailer. Inserting a Trackable URL Being the manager of the Marketing Team, you are entrusted with the responsibility of handling all operations related to the Mailer that is to be sent as a part of WorldWaves image building Campaign. The Mailer must contain the Web site URL of WorldWaves, and you should be able to ascertain the number of times it was accessed. Steps 1. Create a Mailer. 2. Compose the message in the Message area of the Mailer. 3. Insert the Web URL of WorldWaves as a Trackable URL. Inserting a Picture from a URL WorldWaves also entrusts you with the responsibility of sending this Mailer, once on December 10 offering 10% discount coupons on selected Christmas merchandise. A week later, the company decides that the entire stock must be cleared, and therefore wants you to send another coupon on December 17, offering 20% discount. Steps 1. Create a picture for the 10% discount coupon (xmascoupon.gif). 2. Store the picture in a Web-based folder. 3. Create a text type Property named Picture for the Target Object. 4. Create the Mailer with the URL of the Web-based folder. 5. On December 10, specify the value of the Picture Property as xmascoupon.gif for each Target, and insert the Property at the end of the URL. 6. Send the Mailer. 7. Create another picture for the 20% discount coupon. Name it xmascoupon.gif. 8. Replace the picture in the Web-based folder with the new picture you have created. 9. On December 17, send the Mailer again. Editing a Mailer You have created a Mailer to be used in a Campaign offering discounts during Christmas and saved it as X Mas Offer. Jonathan requests you to rename it as Christmas Offer Mailer. He also asks you to modify the message to reflect a higher discount percentage. Steps 1. Locate X Mas Mailer in the Mailer/SMS Template Manager and open it. 2. Edit the name of the Mailer from the Properties tab. 3. Edit the content of the Mailer from the Message tab. 75

76 Managing Mailers Making a Copy of a Mailer The Marketing Team at WorldWaves launches a Campaign to introduce swim wear at discounted rates in Chicago. Eventually, you plan to launch a Campaign in Denver, CO. This Campaign is also an introductory offer on the same terms as the one launched in Chicago. Reuse the Mailer used in the Chicago Campaign. Steps 1. Make a copy of Chicago Mailer and name it Denver Mailer. 2. Modify the necessary details in the message text. 3. Save and close the Mailer. Including an SMS Template in a Talisma Campaign Using SMS messages, the Marketing Team at WorldWaves would like to update Targets in the Seminar on Safe Waste Disposal Practices Campaign about their status in the Campaign. Towards this, the Marketing Team needs to compose an SMS type of Mailer, and include it in the Campaign. Steps 1. In the Mailer/SMS Template Manager, select the Create SMS Template option. 2. Create and save the SMS Template. 3. Include the Mailer in the Send SMS Action of the Safe Waste Disposal Practices Campaign. Note Ensure that the condition you specify at the Connector before the Send SMS Action in the Campaign prevents base Object items whose Send SMS Property is set to No from progressing to the Send SMS Action. The maximum count of characters in the SMS message is based on the value specified in the note at the bottom of the SMS Template window. If the count of characters in the SMS message after Properties inserted in the message have been merged exceeds the value in the note, multiple SMS messages are sent to the Target with each message containing the count of characters specified in the note. 76

77 Talisma 8.6 Campaigns User s Guide 77

78 Customizing a Mailer Chapter 6:Customizing a Mailer This chapter describes how you can customize a Mailer in Talisma Campaigns. In this chapter Inserting an Attachment in a Mailer... Page 79 Inserting a Signature in a Mailer... Page 79 Inserting a Picture from a File... Page 80 Inserting a Picture Using a URL... Page 80 Inserting a Hyperlink in a Mailer... Page 83 Inserting a Trackable URL in a Mailer... Page 85 Inserting a Canned Response in a Mailer... Page 87 Inserting an Offer in a Mailer... Page 88 Inserting Properties and Property Lists in a Mailer... Page 88 Inserting a Form and Controls... Page 91 Inserting Properties in the Subject Field... Page 94 78

79 Talisma 8.6 Campaigns User s Guide Inserting an Attachment in a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. You can perform this operation only in Mailers whose Template Type Property is . When you dispatch a Mailer, you may want to provide additional information along with the main message. To provide such supplementary information, you can insert a file as an attachment in the Mailer. Example You are composing a Mailer to be dispatched as part of a Campaign that offers discounts on some of WorldWaves Products. You want to send the Product Price List along with the Mailer. You can insert it as an attachment. To Insert an Attachment in a Mailer 1. In the Mailer window, select the Message tab, and position the cursor in the Message area of the Mailer. 2. From the Insert menu, select File. - OR - Click. The Select File(s) dialog box is displayed. 3. Select the required file(s), and click Open. The Attachment pane of the Mailer window displays the file(s) attached. Double-click the attachment to view or edit the file. Inserting a Signature in a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. Talisma enables you to insert a customized signature into SMS, and type of Mailers. To do so: 1. In the Mailer/SMS Template window, select the Message tab, and position the mouse pointer at the place you want to insert the signature. 2. From the Insert menu, select Signature. - OR - Click. The Select Signature dialog box is displayed. 3. Select the appropriate Team from the Team list. The signature configured for the Team is displayed. 4. Click OK. The signature is inserted at the cursor position. 79

80 Customizing a Mailer Inserting a Picture from a File Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. You can perform this operation only in Mailers whose Template Type Property is . You can make a Mailer interesting and informative by inserting pictures in it. You can insert a picture from a file or from a Web path (URL). To Insert a Picture in a Mailer from a File 1. In the Mailer/SMS Template window, select the Message tab, and position the cursor in the Message area of the Mailer. 2. From the Insert menu, select Picture, From File. - OR - Click. The Picture dialog box is displayed. 3. In the Picture Source field, type the name of the file with the picture. - OR - Click Browse and select a file to be inserted from the Picture dialog box. The file name and path details are displayed in the Picture Source field. 4. In the Alternate Text field, type the required text. You can type text that you want displayed in place of the image when images are turned off or when images are unavailable on the recipient s computer. The alternate text is also displayed when the image is loading. If you specify a path for the picture inserted into the Mailer and then delete the picture, the text typed in the Alternate Text field is sent in the Mailer in place of the picture. 5. Set the alignment options for the picture, in the Alignment and Border Thickness fields. 6. Set the spacing options for the picture in the Horizontal and Vertical fields. 7. Click OK. The selected picture is inserted, and is displayed at the cursor position in the Mailer message. Repeat from Steps 3 through 7 to insert multiple pictures. If you specify a path for the picture inserted in the Mailer and then delete the picture, the text typed in the Alternate Text field is sent in the Mailer in place of the picture. Inserting a Picture Using a URL You can make a Mailer interesting and informative by inserting pictures in it. You can insert a picture from a file or using a Web path (URL) or a Property. You can perform this operation only in Mailers whose Template Type Property is . In a Mailer, a Property can be used in the following ways: To store the entire URL. 80

81 Talisma 8.6 Campaigns User s Guide To store part of the URL in it, such as, just the file name. Example For example, When the Mailer is opened by the Target, the Picture Property is updated to render the relevant picture. To store different parts of the URL in it, such as, the name of the site and the file name. Example For example, When the Mailer is opened by the Target, all the Properties inserted in the URL are updated to reflect the relevant value. In this example, the Website Property is updated with the name of the Web page, and the Picture Property is updated with the relevant picture for the Target. Using a Property to insert a picture in a Mailer will not send the picture in the Mailer, thereby keeping the size of the Mailer manageable. The picture itself is rendered from the appropriate Web page when the Mailer is opened by the Target. The Target will not see the URL in the Mailer. Talisma enables you to render different pictures using a single Mailer. To do so, you must create an additional Property for the base Object or Target Object, and insert this Property within a URL or use the Property to store the URL. Example WorldWaves wants to send information about its partner companies to its Targets. The information to be sent to all the Targets is the same, but the logo for each company is different. WorldWaves wants to create a single Mailer in which different pictures can be rendered for different Target groups. Creating a different Mailer for each of the partner companies would be very tedious and expensive. Worldwaves decides to insert the logos using a Property. 81

82 Customizing a Mailer This feature is especially useful when you send out repeated Mailers with updated pictures. Example John Smith from WorldWaves wants to send Mailers with the logo of GoodShoes Inc to Targets in New York, and Mailers with the logo of BetterShoes Inc to Targets in Houston. He follows these steps: 1. Creates a text type Property for the Target Object. For example, Company Name. 2. Uses a Filter to identify the group of Targets in New York to whom the Mailer must be sent with the GoodShoes Inc. logo. 3. Sets the value for the Company Name Property for the relevant Targets. To make this task easy, John can select multiple Targets and set this Property using a customized script. Please contact your administrator for more information about using scripts. 4. Repeats steps 2 and 3 for the group of Targets from Houston, who must receive a Mailer with the BetterShoes Inc. logo. 5. Inserts this Property in the URL. For example, 6. Sends the Mailer. The Mailer is sent to each Target with the appropriate URL. The picture itself is not sent in the Mailer. It is rendered from the specified URL when the Target opens the Mailer. To Insert a Picture Using a URL or a Property 1. In the Mailer window, select the Message tab, and position the cursor in the Message area of the Mailer. 2. From the Insert menu, select Picture, From URL. The Talisma Insert Picture dialog box is displayed. 3. In the Specify the URL of the picture area, type the URL or Web path where the picture is stored, and its file name. For example, You can also specify an FTP path instead of a URL. 4. To insert a base Object or Target Property, click Insert Properties. The Insert Properties dialog box is displayed with Properties of the Base Object. The List of Properties area lists the base Object and Target Objects, their associated Properties, and Properties of the Objects related to base Object and the Target. 5. Click the plus sign (+) to view the Properties of the base Object or Target Objects. 6. Select the base Object or Target Property to be inserted. 7. Click Insert. The selected Property is inserted. You can use this Property to store the entire URL, or parts of it. Repeat steps 4 through 7 to insert additional Properties. 8. Click OK. 82

83 Talisma 8.6 Campaigns User s Guide The URL and the inserted Properties are displayed in the Message area of the Mailer. Note When the Message type Property for a base Object is set to Text Type: If you use a Property to insert a Picture in a Mailer, the Property is displayed as a merge field in the Edit tab of the Mailer, but when the base Object item opens the Mailer, the link is displayed as text. If you add content to the Text tab of the Mailer, the Edit tab and Text tab are no longer synchronized, and only the content in the Text tab is sent to the Contact. You can see a preview of the Mailer when creating the Campaign Workflow. To do so, right-click the Send Mailer Node, and select Preview Mail Merge. When a Target opens a Mailer with a picture that has been inserted using a URL, the picture is rendered only if the Target is online. If, instead of a Property, you type the Web path of a picture in the Insert Picture dialog box, the picture is inserted in the Mailer, and sent along with it. Inserting a Hyperlink in a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. You can insert a Hyperlink into a Mailer to enable the recipient to access a specific Web site. Example You are composing a Mailer to be used in a corporate Image Building Campaign. The recipients of the Mailer must be able to access the Web site of WorldWaves from the Mailer. You can insert a hyperlink. You can perform this operation only in Mailers whose Template Type Property is . 83

84 Customizing a Mailer You can personalize a hyperlink by inserting Properties in it. This is useful when you want the same hyperlink to open different Web pages for different Targets. Example WorldWaves periodically sends Mailers to its shareholders, updating them on the value of the stocks they own. This information is available on the corporate Web site of WorldWaves. The stock details for each shareholder are stored on a separate Web page. Each such Web page has a unique identifier attached to its URL. When composing the Mailer, you can insert the hyperlink and customize the hyperlink by inserting a custom Property named ID at the end. When the Mailer is dispatched, the values are merged. Each Target views the hyperlink containing the merged ID. When a Target clicks the hyperlink in the Mailer, the Web page for that Target is displayed. To Insert a Hyperlink in a Mailer 1. In the Mailer window, select the Edit tab in the Message tab. 2. In the Message area, type the Hyperlink. - OR - Type some text and select it. This is the text that the recipient can click to access the Web site. Example Type "Talisma" and select it 3. From the Insert menu, select Hyperlink. The Insert Hyperlink dialog box is displayed. 4. In the Enter URL field, type the contents of the URL. Example 5. Click Insert Properties. The Insert Properties dialog box is displayed. The List of Properties area lists the base Object and Target Objects, their associated Properties, and Properties of the Objects related to Contact and Target. 84

85 Talisma 8.6 Campaigns User s Guide 6. Select the required Property, and click Insert. Example WorldWaves is launching a sales promotion offer, with different rates of discount being offered to residents of various states. Information relating to the discount schemes available in various states is stored on separate Web pages of the WorldWaves site. You want the residents of each state to view only the information relevant to that state. You can personalize the hyperlink by inserting the <<State>> Property in it. When Targets click the link in the Mailer, the relevant Web page is displayed. For example, when a resident of New York clicks the link, the Web page NewYork is displayed. 7. Click OK. The Hyperlink is inserted at the cursor position in the Mailer message. Inserting a Trackable URL in a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. Manage Trackable URL - To create and use Trackable URLs in Mailers to track hits on URLs inserted in Mailers. You can perform this operation only in Mailers whose Base Object is not Opportunity, or Order. In Mailers created with the Opportunity, or Order Objects as the base Object, the functionality of the Trackable URL option is not available. The Trackable URL feature enables you to track a recipient who has accessed a trackable URL inserted in a Mailer. You can configure a Campaign Workflow such that Targets progress from one Node to another, or from one Campaign to another, depending on the URL clicked. You can view reports on the number of times a Trackable URL inserted in a Mailer was accessed. This report is based on the URL Clicked Target Property. Example You are composing a Mailer to send to your Contacts in Los Angeles. This Mailer is part of a corporate Image Building Campaign. You want to include the URL of WorldWaves Web site in the Mailer. You also want to find out how many recipients of the Mailer visited the Web site. You can insert it as a trackable URL in the Mailer. To Insert a Trackable URL in a Mailer 1. In the Mailer window, click the Message tab, and position the cursor in the Message area of the Mailer. 85

86 Customizing a Mailer 2. From the Insert menu, select Trackable URL. The Insert Trackable URL dialog box is displayed. The Trackable URL option is available only if the URL is defined in the URL used for tracking Campaign Mailers field of the System Options screen in Talisma Business Administrator. For more information about setting System Options in Talisma Business Administrator, your administrator must see Talisma Business Administrator Help. 3. Select the required URL from the Select URL to be sent list. The URL is displayed in the URL to be sent box. - OR - Click Add to create a Trackable URL. The Add Trackable URL dialog box is displayed. i. In the Name field, type a display name for the URL. You can use this display name to locate the URL during a search, and when creating reports. Example Support URL. ii. In the Display Text field, type a label for the URL. This label is displayed when the Trackable URL is inserted in the Mailer. Example Click here to view the Customer Support page. iii. In the URL to be sent field, type the URL. Example iv. Click OK. The Insert URL to Track dialog box is displayed. 4. Select the Display as Image option, to insert a picture as a Trackable URL. 5. Type the path of the.bmp,.gif, or.jpg file to insert a picture as a Trackable URL. - OR - Click. The Open dialog box is displayed. Select a.bmp,.gif, or.jpg file to insert a picture as a Trackable URL. 6. Click OK. The URL is inserted at the cursor position in the Mailer message. Talisma tracks every visit to this URL, and displays the results in reports generated from Talisma Analytics. From the Insert Trackable URL dialog box, you can remove an existing trackable URL from the list of URLs configured as trackable. 86

87 Talisma 8.6 Campaigns User s Guide To Remove an Existing Trackable URL 1. In the Mailer window, position the cursor in the Message area of the Mailer. 2. From the Insert menu, select Trackable URL. The Insert Trackable URL dialog box is displayed. 3. Select a URL from the Select URL to be sent list. The URL is displayed in the URL to be sent box. 4. Click Remove. The Trackable URL is deleted. Note Even if the recipient of the Mailer is not the Contact in the Campaign, when the recipient clicks the trackable URL, Talisma considers the click to be performed by the Contact, and updates the following Contact Properties: No. of Clicks - is incremented by 1. Last Clicked On - updated with the date on which the URL was clicked. You can edit an existing Trackable URL. To do so, select the required URL, and click Edit in the Insert Trackable URL dialog box. The Edit Trackable URL dialog box is displayed. Modify the required details, and click OK. Inserting a Canned Response in a Mailer Permissions Required Manage Templates -To create, edit, and delete Mailer/SMS Templates. Talisma enables you to insert Canned Responses into SMS, and type of Mailers. Note In SMS type of Mailers, you cannot insert Canned Responses that include images, or HTML elements. A Canned Response is a standard response that can be used repeatedly. Contacts often require generic information such as Product catalogs, Price Lists, policy documents, or answers to questions, or information about known issues. You can create a Canned Response to answer such questions. Talisma enables you to insert a Canned Response in a Mailer. To Insert a Canned Response Into a Mailer 1. In the Mailer window, select the Message tab, and position the mouse pointer at the place you want to insert the Canned Response. 2. From the Insert menu, select Canned Responses. - OR - Click. The Canned Responses dialog box is displayed. 87

88 Customizing a Mailer 3. Select the required Canned Response and click Insert. The Canned Response is inserted. You can format the Canned Response in the Mailer before sending it. Inserting an Offer in a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. Talisma enables you to insert Offers into SMS, and type of Mailers. An Offer is a proposal made by an organization's marketing division offering a service or a Product on special terms. Note In SMS type of Mailers, you cannot insert Offers that include images, or HTML elements. To Insert an Offer in a Mailer 1. In the Mailer window, select the Message tab, and position the cursor in the Message area of the Mailer. 2. From the Insert menu, select Offers. - OR - Click. The Offer Manager is displayed. All available Offers are listed. 3. Select the required Offer, and click Insert. The Insert Offer dialog box is displayed. 4. Select Text to insert the text content of the Offer in the Mailer. Modifications in the source copy of the Offer after inserting the Offer into the Mailer are not reflected in the Mailer. - OR - Select Link to insert the Offer as a link in the Mailer. Modifications in the source copy of the Offer after inserting the Offer into the Mailer are reflected in the Mailer as well. You can insert Offers as links in Mailers only if the value in the Language Property of the Offers is the same as the value in the Language Property of the Mailer. If the Language Property of an Offer inserted as text in a Mailer is different from the Language Property of the Mailer, placeholders in the Mailer will be merged based on the Language Property set for the Mailer. The selected Offer with all the Bands is inserted as a text or a link at the cursor position in the Mailer message. Inserting Properties and Property Lists in a Mailer Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. 88

89 Talisma 8.6 Campaigns User s Guide Talisma enables you to insert Properties, and Property Lists into SMS, and type of Mailers. Properties are attributes of an Object or Element in Talisma such as the Contact Identifier (ID). When these Properties are inserted into a Mailer, Talisma merges the fields with the Mailer, before sending the Mailer to the appropriate Contact(s). To Insert Properties in a Mailer 1. Open the Mailer/SMS Template Manager. 2. Double-click the required Mailer, or click its ID. The Mailer window is displayed. 3. Click the Message tab. 4. Click the Edit tab, and position the mouse pointer in the Message area. 5. From the Insert menu, select Properties. - OR - Click. The Insert Properties dialog box is displayed. The List of Properties area lists base Object and Target Object Property lists, and Property lists of their related Objects. Note The Event and Participant Objects are listed in the List of Properties area only if your organization has installed Talisma Event Management. 6. Click the plus sign (+) to view Properties belonging to the base Object or Target Objects. 7. Select the required Property. To insert date Properties, select a value from the Add x value box. 8. Click Insert. The selected Property is inserted in the Mailer. Repeat Steps 5 through 8, to insert multiple Properties. To Insert Property Lists in a Mailer 1. Open the Mailer/SMS Template Manager. 2. Double-click the required Mailer, or click its ID. The Mailer window is displayed. 3. Click the Message tab. 4. Click the Edit tab, and position the mouse pointer in the Message area. 5. From the Insert menu, select Insert List. 89

90 Customizing a Mailer The Insert List dialog box is displayed. The Select List to view Columns area lists the base Object and Target Objects. Note If Contact is the base Object of the Mailer, the Select List to view Columns area lists base Object and Target Object Tabs and Properties, and Tab and Property lists of their related Objects. If the base Object is not Contact, the Select List to view Columns area lists base Object and Target Object Tabs and Properties, and Tab and Property lists of Objects related only to the base Object. Further, the Outbound Phone Message option in the Target is displayed only for Mailers for which Contact is the base Object. 6. Select the required related Object tab. A list of Properties that belong to the selected related Object is displayed in the Select Columns area. 7. Select the required Property from the Select Columns area. 8. Use the Up and Down arrows to move the selected Properties up or down in the order of preference. 9. Click Insert. - OR - Click Advanced to define advanced search conditions to narrow your search for Object items whose Properties must be merged in the message text. Example You have created a Custom Property called "Offer Availed" for the Contact Object. In the Offer Availed Property, you maintain details about the Product offers that your customers have availed. For Contacts who have availed 25% discount on Winter wear in Dallas, you want to offer 30% discount on Summer wear. You can create a Mailer, and insert the required RecordList Contact details in it, such as name of the Offer, discount offered, and city. 10. Click OK. 11. Click Insert. 90

91 Talisma 8.6 Campaigns User s Guide The selected list of Properties is inserted in the Mailer. To view how these Properties will be displayed, you need to preview the mail merge. Note When you insert a list of Properties in a Mailer, you can specify the size and color of the font in which these Properties will be displayed. To do so, you must click the Edit tab in the Message tab of the Mailer, and specify the required font color and size. The color and size that you specify here is applicable to the font for all the Properties that are displayed. In the Select Columns area of the Insert List dialog box, use the Up and Down arrows to move a Property in the list, up or down in the order of preference. This list determines the order in which the Properties will be merged in the message. Inserting a Form and Controls Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. Note You can perform this operation only in Mailers whose Base Object is not Opportunity, or Order. In Mailers created with Opportunity, or Order Objects as the base Object, the functionality of the Form option is not available. Talisma enables you to insert Web Forms in a Mailer. Using a Web Form, you can receive feedback from the recipients of a Mailer. You can also provide a Web Form through which the recipients can submit their inquiries online. You can insert a Form in a Mailer by: Using the Form option from the Insert menu in the Mailer window. - OR - Copying an external Form and pasting it in the message area of the Mailer/SMS Template window. A Sample Mailer Web Form is available in the \\Samples\Web\MailerForm path on Disc2 of the Talisma Installation Kit. To Insert a Form in a Mailer 1. In the Mailer window, click the Message tab, and position the cursor in the message area of the Mailer. 2. From the Insert menu, select Form. - OR - Click. The Insert Form dialog box is displayed. 91

92 Customizing a Mailer 3. In the URL to invoke field, type the URL where the.asp file that is used to collect Form data, is stored on the Web server. 4. In the Method field, select Get or Post. Select Get when a large amount of information is to be transmitted through the Form. The Get method is more secure, as the information is not displayed in the address bar of the browser window. Select Post when the amount of data to be received through the Form is less, and security is not an issue. In the Post method, the information entered in the Form is displayed in the address bar of the browser window. 5. Click OK. The Mailer displays the Form tags in the Mailer window. The user can insert the content of the Form including Controls, between the tags: <Form> and </Form>. 6. From the File menu, select Save. - OR - Click. 7. From the File menu, select Close to close the Mailer window. Note Even if the recipient of the Mailer is not the Target in the Campaign, when the recipient responds to the Web Form, Talisma considers that the Web Form is received from the Target. The Mailer Form Sample explains how to implement the Sample Form for Mailers. The Sample Mailer Form code is available in the file WebForm.html on Disc2 of the Talisma CD-ROM, in: \\Samples\Web\MailerForm. Insert the Sample Form in a Mailer sent in a Campaign by copying the contents of WebForm.html. When a Target submits the Web Form, a mail is sent to Talisma. Talisma interprets the contents of the Form and creates an Interaction. In addition, Talisma updates Talisma Main Database using the base Object data provided in the Web Form. Inserting Controls in a Form You can insert a variety of Controls in a Web Form. Controls may be inserted as Radio buttons, Edit controls, Multiline Edit controls, Buttons, Submit controls, and Combo controls. You can use the ASP file, WebFormGenerator.asp, provided with Talisma to process Web Forms. To do so, you need to name the control based on specific conventions. See the Naming Convention for HTML Controls topic in the Talisma Web Master s Guide for more information To Insert Controls in a Form 1. Insert or copy a Form into the Mailer. 2. From the Insert menu, select Insert Control. The Insert Control dialog box is displayed. 92

93 Talisma 8.6 Campaigns User s Guide 3. Select the control(s) to be inserted in the Form. The following table describes the different types of controls that you can insert in a form: Control Procedure Example Radio Button Select the Radio button option, specify a label for the Radio button, and type or select the number of buttons to insert into the Form. In the Control Name field, type the name that you will use in the ASP file to identify the radio button. One radio button each for "Send a Newsletter" and "Do not send a Newsletter" options. Edit Control Select the Edit control option, specify a label for the Edit control, and type or select the maximum length of the edit box to be inserted in the Form. In the Control Name field, type the name that you will use in the ASP file to identify the edit control. One Edit control each for "Name", "Address", and "Date of birth." Multiline Edit Control Select the Multiline edit control option, specify a label for the Multiline Edit control, and type or select the maximum length of the edit box to be inserted in the Form. In the Control Name field, type the name that you will use in the ASP file to identify the multiple edit control. A Multiline edit control to enable the recipient to type a message. Button Control Select the Button option, and specify a label for the Button control to be inserted in the Form. In the Control Name field, type the name that you will use in the ASP file to identify the button control. Buttons for "OK" and "Cancel." 93

94 Customizing a Mailer Control Procedure Example Submit Control Select the Submit button option, specify a label for the Submit control, and type or select the maximum length of the edit box to be inserted in the Form. Select As a Button if you want the Submit control to be displayed as a button. Select As an Image to insert an image that can be clicked for the Submit control. The "Submit" option in a form to post the data entered. Combo Control Select the Combo control option to insert a combo box. In the Control Name field, type the name that you will use in the ASP file to identify the combo control. When you select this option, the Values to be displayed option is enabled. You can define the values to be displayed in the drop-down list that appears in the combo control. You can also remove existing values. For a Combo control called "Day" the values could be: Monday Tuesday Wednesday Thursday Friday 4. Click OK. The Form is displayed with the selected Control(s). Inserting Properties in the Subject Field You can perform this operation only in Mailers whose Template Type Property is . Talisma enables you to customize the Subject of Mailers to ensure higher response rates from Targets in a Campaign. You can insert base Object Properties in the Subject of Mailers to personalize them. 94

95 Talisma 8.6 Campaigns User s Guide When the subject line is personalized to include a base Object item s first name, the probability of eliciting a response from the recipient is higher. You can insert multiple Properties in the Subject field of a Mailer. Example WorldWaves sells a variety of brands. Some customers are loyal to specific brands, and you can specify the Subject as "Special offer on <<Contact.Brand>> for <<Contact.Name>>", where 'Brand' is a custom Property created in Talisma Business Administrator. The values for the inserted Properties are merged when the Mailer is sent. The Subject is displayed as "Special offer on Chocos for Robert for a contact called Robert who is interested in the Chocos brand. The same Mailer displays the Subject as "Special offer on Whackos for Bill" for a Contact named Bill, who prefers the Whackos brand. To Insert Properties in the Subject Field 1. In the Subject field of the Mailer, place the cursor at the point where you want to insert Properties. 2. From the Insert menu, select Properties. - OR - Click. The Insert Properties dialog box is displayed, with base Object s Properties. 3. Select the required Property. 4. Click Insert. The selected Property is inserted. To insert additional Properties repeat Steps 1 through 4. Note As Properties can be inserted in the Subject field of a Mailer, the number of characters may exceed 255 when the Property values are merged. However, the length of the Subject line is restricted to 255 characters when the Mailer is sent. Any characters exceeding 255 characters will be truncated by the mail server. 95

96 Performing Other Operations on Mailers Chapter 7:Performing Other Operations on Mailers This chapter describes the operations you can perform on Mailers. In this chapter Viewing the Contents of a Mailer... Page 97 Performing Conditional Merge... Page 97 Previewing Mail Merge... Page 98 Linking Responses Based on Template ID... Page 100 Using a Mailer in a Campaign... Page

97 Talisma 8.6 Campaigns User s Guide Viewing the Contents of a Mailer Permissions Required Manage Templates - To create, edit and delete Mailer/SMS Templates. You can view a Mailer from the Mailer/SMS Template Manager, or from an Action Node in the Workflow of the Campaign window. You can read the contents of the Mailer, or view the Properties, Categories, or History of the Mailer. To View a Mailer from the Mailer/SMS Template Manager 1. Open the Mailer/SMS Template Manager. 2. Click Show All. All existing Mailers are listed. 3. Double-click the Mailer you want to view, or click the Template ID. The Mailer window is displayed. The Mailer opens in read-only mode if you do not have Permissions to edit it. To View a Mailer from the Campaign Window 1. From the Object Selector, select Campaigns. 2. In the Search tab, click Run. All Campaigns are listed in the Table View. 3. Click the Campaign ID of the required Campaign. The Campaign is displayed in the Campaign window. The Workflow tab is selected by default. 4. In the Workflow, right-click the Action Node that is scheduled to send a Mailer, and select View Mailer from the shortcut menu. The Mailer is displayed in the Mailer window. You can edit the contents of the Mailer. Performing Conditional Merge Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. You can use the conditional merge feature to refine the text sent to specific audience segments in a Campaign Mailer. The conditions can be defined in an Offer inserted in a Mailer, or in the Mailer itself. Example Consider a case where all residents of New York and Washington are requested to contact specific phone numbers for more information about a Talisma Seminar. In the message area of the Mailer window, type a message and personalize the message by inserting appropriate Contact properties and conditions. The condition specified in the Conditional Mail Merge dialog box can be: If Contact State is "NY", in the Insert this text area, type "Please contact us at " Specify the next condition in the Conditional Mail Merge dialog box as: If Contact State is "WA", in the Insert this text area type "Please contact us at ". 97

98 Performing Other Operations on Mailers To Insert a Conditional Merge into a Mailer 1. Open the Mailer/SMS Template Manager. 2. Open the required Mailer. 3. Position the cursor in the Message area of the Mailer. 4. From the Insert menu, select Conditional Merge. The Conditional Merge dialog box is displayed. You can define one or more conditions in the Conditional Merge dialog box. In the Object column, you can select the Object with which you are currently working, a Relationship created for the selected Object, Events, or PropertyChanges. Click More to select an Object that is related to a related Object. For example, Select "Contacts". In the Field column, select the Property of the selected Object. For example, Select "Address- State". In the Operator column, select the appropriate operator. For example, Select "contains". In the Value column, type or select the value to be located. For example, Select "NY". In the Insert this text area type: "Dear <Contact First Name>, The discount in your area is 10%" In the And/Or column, select And to specify that the search needs to satisfy all the conditions specified on each row. Select Or to specify that the search can satisfy one, or more conditions specified in any row. Specify conditions on successive rows to define multiple conditions for the merge. Example Specify the second condition as: Object Contact Field Address-State Operator contains Value WA In the Insert this text area type: "Dear <Contact First Name>, The discount in your area is 20%". 5. Click OK. The condition defined in the Conditional Merge dialog box is inserted at the cursor position in the Mailer. Previewing Mail Merge Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. 98

99 Talisma 8.6 Campaigns User s Guide Talisma merges Target Properties inserted into the Mailer, and displays the Mailer with the value of the Property when previewed. This enables the User to ensure that information exists for each Target field inserted. Example If the Mailer reads: Hello <<Contact Name>>, Please call us or us in the next <<7 days>> days, the Mailer displays the property as Hello John, for the Contact whose name is John. To Preview Mail Merge 1. Open the required Campaign. 2. Click the Workflow tab. 3. Select a Node with a Send mailer action. - OR - Select a Node with a Send SMS action. 4. From the View menu, select Preview mail merge. - OR - Right-click the Node and select Preview mail merge from the shortcut menu. The Preview Mail Merge dialog box is displayed. 5. From the Step list, select the required Node in the Campaign Workflow. 6. From the Mailer list, select the Mailer used in the Campaign, to view the Targets in the selected Node. Talisma displays the Targets for the selected Node. 7. Select the required Target to preview the Mailer message and merged Properties. The message cannot be edited. Note that for type of Mailers, the Mailer message is displayed in the HTML file format. Repeat Steps 6 and 7 to view merged Properties for Targets in each Mailer in the Campaign. 8. Click OK. Caution Do not click the Trackable URL in an type of Mailer while previewing mail merge for the Mailer. If you do, the Target automatically moves to the next step in the Campaign Workflow. Note For SMS type of Mailers, the count of characters in the Mailer after the Properties have been merged is displayed in the Character count field. The Preview Mail Merge feature enables you to view the merged values for Properties inserted in the Subject field of the Mailer. 99

100 Performing Other Operations on Mailers To Open a Campaign 1. In the Home Workspace, select Campaigns from the Object Selector. - OR - Go to the My Campaigns Workspace or any Campaign-based Workspace. 2. Using the Teams, Users, or the Search tab, locate the required Campaign in the Table View. Click the Campaign ID link or double-click the Campaign to open it. - OR - Press Ctrl+G. In the Goto Campaign dialog box that is displayed, type the Campaign ID. Click OK. The Campaign window is displayed. Linking Responses Based on Template ID Permissions Required Manage Templates - To create, edit, and delete Mailer/SMS Templates. This procedure is specific to Mailers whose Template Type Property is set to . When a Target responds to a Mailer, the response is linked to the Campaign to enable follow-up. In order to ensure that the responses are linked to the relevant Campaign, Talisma adds an identifier to the display name in the To field of the Mailer, and links Mailers to the relevant Campaign based on the ID in the To field. Example WorldWaves is launching a Campaign to introduce a discount Offer to its customers in Fort Lauderdale, FL. As the Marketing Manager of WorldWaves, you have composed the Mailer for this Campaign with the Subject field containing the Property <<Contact.Name>>. You want all responses received from the Targets to be linked to the Campaign so that you can follow it up. When a Target responds to the Mailer, Talisma adds a unique identifier to the display name in the To field in the following format: "WorldWaves Marketing{'worldwaves#12345_123_123'}". Alternatively, you can choose to link responses to Mailers based on the ID of the Mailer. When Template ID-based linking is enabled, the Template ID is prefixed to the text in the Subject field of the Mailer. The Target must not modify or delete the Template ID when responding. Whenever a Target responds to a Mailer, Talisma checks for the presence of the Template ID in the Subject Line of the reply and links the response if the Template ID is available. If the Template ID is not available, Talisma checks for a Subject that is exactly the same as the Subject of the sent Mailer. If this required subject text is also not available, the response is not linked to the Mailer and the Target does not proceed to the next step in the Campaign Workflow. Therefore, it is recommended that you retain the default linking behavior for Mailers. To Link Responses to a Mailer Using the Template ID 1. Open the Mailer/SMS Template Manager. 100

101 Talisma 8.6 Campaigns User s Guide 2. Double-click the required Mailer to open it in the Mailer window. 3. From the Template menu, select the Link responses using Template ID option. Note If you change the type of linking to Template ID-based linking for a Mailer currently in use in a Campaign, all further Mailers sent after the modification will contain the Template ID in the Subject line. Talisma prefixes the To field of the Mailer with the Template ID and Talisma Database identifier. Using a Mailer in a Campaign Permissions Required Manage Templates - To create, edit and delete Mailer/SMS Templates. A Mailer is a prerequisite for creating a Campaign in Talisma. After you have created a Mailer, you must insert it in the Campaign Workflow. To Insert a Mailer in a Campaign 1. From the Object Selector, select Campaigns. All Campaigns in Talisma are listed in the Table View. 2. From the File menu, select New Campaign. The Team Selection dialog box is displayed. 3. Select the required Team and click OK. The Campaign window is displayed, with the Workflow tab selected. 4. Click. An Action Node is added to the Workflow. The fields corresponding to the Action Node are enabled in the Right pane. 5. From the Select type of action list, select Send mailer. - OR - Select Send SMS. 6. Select the required type of Mailer from the Select Mailer Template list. - OR - Select the required SMS type of Mailer from the Select SMS Template list. 7. For type of Mailers, select the required Outgoing Alias to customize the From line in the Mailer. The Mailer is inserted in the Campaign Workflow. Now you can continue creating the Campaign Workflow. 101

102 Performing Common Operations on Campaign Elements Chapter 8:Performing Common Operations on Campaign Elements This chapter describes the operations you can perform on Campaign Elements. In this chapter About Common Operations... Page 103 Categorizing an Element... Page 103 Sharing an Element... Page 104 Copying the Item View for an Element... Page 105 Deleting and Restoring an Element... Page 106 Customizing the Table View in the <Element> Manager... Page

103 Talisma 8.6 Campaigns User s Guide About Common Operations This section discusses common operations that you can perform on all Campaign-related Elements. Common operations are basic tasks that you can perform from the dialog box related to the relevant Element. For example, you can perform tasks on Offers from the Offer Manager. The term "Element" is used to indicate any of the Campaign-related elements namely, Offers, Mailer/SMS Templates, Mailing Lists, and Targets. <Element> indicates menus for each Campaign Element. The <Element> menu refers to: The Template menu in the Mailer/SMS Template window. The Mailing List menu in the Mailing List window. The Offer menu in the Offer window. A dialog box related to an Element is also referred to as <Element> Manager. For example, <Element> Manager can refer to the Offer Manager, the Mailer/SMS Template Manager, or the Mailing List Manager, depending on the context. The term <Element> window indicates Offer window, Mailer/SMS Template window, Mailing List window, or Target window, depending on the context. Categorizing an Element To categorize a Campaign Element, ensure that the required Categories are created for the Campaign. Categories are always associated with Teams. You must create the required Categories in the relevant Teams. For example, you can create Categories like Brand Building and Seasonal Offers in the Marketing Team. Select the required Team from the Team list in the Categories tab of the Campaign window to view the list of Categories. You can select one or more Categories from the list to categorize the Campaign. An Element can be categorized only in the Categories created in the Team to which the Campaign belongs. You can categorize Offers, Mailer/SMS Templates, and Mailing Lists. Example In the Marketing Team, you have created three Categories namely, Brand Building, Corporate Image, and Special Offers. You are launching a Campaign in Chicago to introduce your new product line. As part of the Campaign, you have created a Mailer containing the Introductory Offer in the Marketing Team. You can classify the Mailer and the Offer under the Special Offers Category. As this is a brand building measure, you can associate the Chicago Contacts Mailing List with the Brand Building Category. To Categorize an Element 1. In the Home Workspace, select Campaigns from the Object Selector. 2. From the Edit menu, select the <Element>. The <Element> can be Mailer/SMS Templates, Offers, or Mailing Lists. The <Element> Manager is displayed. 3. Select the Element to be categorized. 4. Click Categorize. The Categorize dialog box is displayed with the list of Teams to which you have access. 103

104 Performing Common Operations on Campaign Elements 5. Select the required Team from the Team list. The Categories associated with the selected Team are displayed in the Categorize as list. 6. From the Categorize as list, select the required Category. You can select multiple Categories. 7. Click Properties to view the Team(s) with which the Category is shared. The Category Teams dialog box is displayed. The list of Teams with which the Category is shared is displayed. 8. Click OK. The Categorize dialog box is displayed again. 9. Click OK. The Element is categorized. Note You can also categorize an Element by selecting Categorize from the <Element> menu in the <Element> window. Sharing an Element An Element created in your Team can be used by other Teams only if you share it with them. You can share an Element with one or more Teams. All Users in the selected Teams can view the Element. You can share Offers, Mailer/SMS Templates, and Mailing Lists. Example You create a Winter Offer in the Marketing Team. Harold, the Sales Team Manager, informs you that he wants to use this Offer in one of his Mailers. You need to share Winter Offer with the Sales Team. To Share an Element 1. In the <Element> Manager, select the Element to be shared. 2. Click Share. The Share dialog box is displayed. 3. Select one or more Teams with which you want to share the Element. 4. Click OK. The Element is shared with the selected Team(s). Note You can also share an Element with other Teams from the Properties tab in the <Element> window. Click in the Team List row to view the Share dialog box. 104

105 Talisma 8.6 Campaigns User s Guide Copying the Item View for an Element Permissions Required Copy <Element> Item View - To copy the User Preferences pane of the <Element> to other Users, Teams, or Roles. You can copy the User Preferences pane of the <Element> window to other Talisma Users. The Properties displayed in your User Preferences pane can be viewed by Users, Teams, or Roles to whom the User Preferences pane is copied. Example You have customized the User Preferences pane of the <Element> window and would like all the Users in your Team to work with the same Properties in the User Preferences pane. Your administrator has given you the Copy <Element> Item View Permission. You can copy the view of the User Preferences pane to other Users in your Team. To Copy the Item View of an Element to Other Users 1. Open the Element whose Item View you want to copy to other Users. Note You cannot drag and drop Groups, and RecordList tab Properties into the User Preferences pane. 2. From the <Element> menu, select Copy Item View. The Copy Item View dialog box is displayed. 3. Copy the Item View to Users, Teams, or Roles. 4. Click OK. The Item View of the Element is copied. Note The Users area of the Copy Item View dialog box lists only those Users who belong to Teams to which you have been granted access. If you add or remove Properties from the User Preferences pane after it is copied to other Users, you need to copy the pane again to the Users for them to be able to view the changed User Preferences pane. 105

106 Performing Common Operations on Campaign Elements Deleting and Restoring an Element When an Element is deleted, it is moved to the Trash Can. You can view a deleted Element, and restore it if you want. You can delete an Element from the <Element> Manager, and from the <Element> window. To Delete an Element from the <Element> Manager 1. From the Edit menu in the Home Workspace, select <Element>. The <Element> Manager is displayed. For example, if you chose Mailer/SMS Templates from the Edit menu, the Mailer/SMS Template Manager is displayed. 2. Select the required Element from the list. 3. Click Delete. The selected Element is deleted. You can view the list of deleted Elements by selecting the List Deleted <Elements> option. Tip You can also delete multiple Elements simultaneously. To select consecutive items in the <Element> Manager, click the first item, hold the SHIFT key down, and click the last item. For random selections, click the first item, hold the CTRL key down, and click the other items. To Delete an Element from the <Element> Window 1. From the <Element> Manager, select the required Element. 2. Open the selected Element in the <Element> window. 3. From the <Element> menu, choose Delete. - OR - Click. The Element is deleted. Restoring a Deleted Element Offers, Mailer/SMS Templates and Mailing Lists can be restored from the relevant <Element> Manager. You can retrieve a deleted Target from the Trash Can. To Restore a Deleted Element 1. From <Element> Manager, select the List deleted <Elements> option. The relevant deleted Elements are listed. For example, if you chose this option in the Mailing List Manager, the deleted Mailing Lists are listed. 106

107 Talisma 8.6 Campaigns User s Guide 2. Select the required Element and click Undelete. The selected Element item is restored. Note To restore a deleted Target, you must: 1. Go to the Trash Can. 2. Locate the required Target and right-click it. 3. Click Undelete in the shortcut menu. Purging an Element When an Element is purged, it is deleted permanently from the database, and cannot be retrieved. You can purge Offers, Mailers and Mailing Lists from the relevant <Element> Manager. You can purge Targets from the Trash Can by selecting Purge from the shortcut menu. To Purge an Element 1. In the <Element> Manager, select the List Deleted <Elements> option. The relevant deleted Elements are listed. 2. Select the Element(s) to be purged. 3. Right-click the selected Element(s) and click Purge from the shortcut menu. The Element is purged. Customizing the Table View in the <Element> Manager A dialog box related to an Element is referred to as <Element> Manager. For example, <Element> Manager can refer to the Offer Manager, the Mailer/SMS Template Manager, or the Mailing List Manager, depending on the context. Each <Element> Manager displays the Properties of the relevant Element as columns in a Table View. The Table View in the <Element> Manager can be customized. To Customize the Table View in the <Element> Manager 1. Right-click a column header in the <Element> Manager, and choose Select Columns from the shortcut menu. The Select Columns dialog box is displayed. 2. Select the required column from the list. 3. Double-click a column to view it in the Table View of the <Element> Manager. - OR - Drag the required column to the header row in the Table View of the <Element> Manager. 4. To remove a column from the header row in the Table View of the <Element> Manager, drag the column to the Select Columns dialog box. - OR - Drag the column away from the header row. - OR - Right-click the column in the header row, and select Remove this column from the shortcut menu. 107

108 Newsletter Campaigns Chapter 9:Newsletter Campaigns This chapter introduces you to Newsletter Campaigns in Talisma. In this chapter About Newsletter Campaigns... Page 109 Mapping the Workflow for a Typical Newsletter Campaign... Page 110 Process Flow for Newsletter Campaigns... Page

109 Talisma 8.6 Campaigns User s Guide About Newsletter Campaigns A Newsletter Campaign is designed to send regular Mailers, such as weekly news summaries, and quarterly statements to a subscription list. In such Campaigns, the only variable is the Mailer itself. However, the following elements remain constant: The recipients of the Mailers. The frequency with which the Mailers are dispatched. These can also be modified. The Mailing List for a Newsletter Campaign can be scheduled to run at specific intervals. When it is run, recipients in the Mailing List receive the Mailers. Base object items who do not want to receive the Mailers can be removed from the Mailing List. Ideally, Newsletters are sent at regular intervals, such as daily, weekly, fortnightly, monthly or annually, depending on the company s policy. You can effortlessly create a Newsletter Campaign using the predefined Workflow provided in Talisma. Before creating a Newsletter Campaign, you need to create a subscription list containing the list of your base Object items. You also need to compose at least one Newsletter to be dispatched. In Talisma, the Newsletter that you send out to recipients is referred to as a Mailer. Predefined Workflow of a Newsletter Campaign Talisma comprises a built-in Workflow that supports the repeated tasks required to run a Newsletter Campaign. These repeated tasks include selecting the Newsletter to be sent, modifying the subscription list, and scheduling the dispatch of the Newsletter. While running a Newsletter Campaign, you need to select the Newsletter and define a Filter condition for the Connector preceding the last Action Node. You can also modify the subscription list, but this is optional. Scheduling the Dispatch of Newsletters Newsletters can be dispatched daily, weekly, fortnightly, or monthly. You need to schedule the Mailing List in order to dispatch the Newsletters to your Contacts at a particular time, or at specific intervals. When scheduling a dispatch for a particular date and time, ensure that the correct Newsletter has been added to the Send Mailer Node, and that the Mailing List linked to the Campaign has been updated. 109

110 Newsletter Campaigns Mapping the Workflow for a Typical Newsletter Campaign Newsletter Campaigns follow a fixed process, represented by the Newsletter Campaign Workflow shown below: Step 1 and Connector 2 The Workflow begins with a dummy Start Event and a Connector which represent the starting point for the Campaign Workflow. They serve an aesthetic purpose. Step 3: Send mailer Action From this Node in the Campaign, you can select the Mailers to send. This task should be performed every time a Mailer is sent. Example You have configured a Newsletter Campaign with a monthly dispatch schedule. The Newsletter for August has been dispatched. You need to compose the Newsletter for September and insert it in the Send mailer Action Node on the last day of August. 110

111 Talisma 8.6 Campaigns User s Guide Connector 4 You can define a Filter condition for this Connector when you want specific Targets to progress to the next Node, which is a Non-wait Event. Example You have dispatched a Newsletter to all your Contacts. You can define a Filter condition to specify that your New York Contacts must progress to the next Node. Event 5: Non-wait Event This Event is triggered when Targets respond to the Newsletter. The default event is On response to mailer. This event can be changed. Example You announce the new Web URL of WorldWaves through the dispatch of a Newsletter. You want to send the same Newsletter again to Targets who do not click the URL. You can replace the On response to mailer Non-wait Event with the On URL Click Non-wait Event. Targets who click the URL move to the last Action Node in the Workflow, and are removed from the Mailing List. Connector 6 In a Newsletter Campaign, the last step is an Action Node defined to remove base Object items from the Mailing List by changing the value of the Send Mailers base Object Property to No. By default, all Targets who respond to the Newsletter flow down this Connector to the Remove Contact from Mailing List Node. On flowing through the Non-wait Event Node, these Targets will be removed from the Newsletter Campaign, unless a condition is defined for this Connector. For example, you can define a condition to remove Targets who respond with 'Unsubscribe' in the message text. Targets which match the Filter condition will be moved to the last step. Note In the future, if you want to send Mailers to Targets who have been removed from the Mailing List, you need to change the value of the Send Mailers Property for the base Object item to Yes in the base Object window. Until then, any Mailers dispatched as part of the Newsletter Campaign will not be sent to these base Object items. 111

112 Newsletter Campaigns Step 7: Remove Base Object from Mailing List Action This is the last Node in the Workflow. In the default Workflow, Targets who respond to the Newsletter, and satisfy the Filter condition defined for the Connector (if such a condition has been defined), are removed from the Mailing List. Talisma preserves information about Targets who have been removed, and uses this data to generate reports. Note After configuring the Newsletter Campaign, you need to specify the subscription list. In Talisma, the subscription list of base Object items to whom Newsletters are sent is referred to as a Mailing List. Base Object items can be added or removed from this list. The task of adding base Object items can be automated using Mailing Lists. 112

113 Talisma 8.6 Campaigns User s Guide Process Flow for Newsletter Campaigns The process of creating a Newsletter Campaign is depicted in the following figure. See the table below the graphic for more information. Figure 1 Process Flow for Newsletter Campaigns 113

114 Newsletter Campaigns Step Creating a Mailing List Composing Newsletters (Mailers) Creating a Newsletter Campaign Selecting a Team Selecting the Newsletter Defining Filter Conditions Saving the Campaign Adding Targets to the Campaign Scheduling the Mailing List Activating the Campaign Description To launch a Newsletter Campaign, you must create a distribution list that contains addresses of your base Object items and potential customers. In Talisma, a distribution list is called a Mailing List. You must compose the newsletter to be sent as soon as the Newsletter Campaign in launched. You can create several newsletters and schedule their dispatch sequentially. In Talisma, a newsletter is known as a Mailer. When you have the newsletter and the distribution list ready, you can proceed to create the Newsletter Campaign. To do so, click File > New > Object > Campaign > Newsletter. Select the Team in which you want to create the Campaign. When you select a Team, the Mailers and Mailing Lists created in that Team are available for use in the Campaign. Next, you need to select the newsletter to be sent when you launch the Campaign. To do so, you must select the required newsletter from the list of Mailers displayed in the right pane. You need to define appropriate Filter conditions for the Connector joining the Action Nodes. A Connector acts as a conduit or pipe through which Targets flow between Nodes in the Campaign Workflow. When you define a Filter condition, it filters the Targets that progress to the next Node. The value of a Connector without a condition defined on it will always be TRUE, and all Targets from the previous Node progress to the next Node through it. You must save the Campaign before proceeding to the next step. In order to save the Campaign, you must specify a unique Campaign name. A Target is a base Object item who is part of the Campaign. You can add Targets to a Campaign using Filters or Mailing Lists. You can schedule the dispatch of the newsletters (Mailers) for specific dates. You can also schedule the dispatch for a regular frequency. By default, Campaigns are set to be in the Inactive state when created. No Mailers are sent and Targets do not progress through the Workflow of an Inactive Campaign. Inactive Campaigns will not be processed, and the Targets in the Campaign become inert. A Campaign has to be activated manually. If a Mailing List has been scheduled to run, and the Campaign has not been activated, Targets will not be added to the Campaign at the scheduled time. To activate the Campaign, select Activate Campaign from the Campaign menu. 114

115 Talisma 8.6 Campaigns User s Guide 115

116 Configuring a Newsletter Campaign Chapter 10:Configuring a Newsletter Campaign This chapter describes how you can configure Newsletter Campaigns in Talisma. In this chapter Configuring and Running a Newsletter Campaign... Page 117 Adding Targets to a Campaign... Page 118 Activating a Campaign... Page 120 Processing Campaigns... Page 121 Viewing Campaign Cost and ROI... Page

117 Talisma 8.6 Campaigns User s Guide Configuring and Running a Newsletter Campaign Permissions Required Manage Campaigns - To create, edit, copy, and delete Campaigns. Talisma enables you to run automated Newsletter Campaigns containing news and announcements. When a Newsletter Campaign is scheduled, you must configure the Campaign by selecting the Mailer and defining a Filter for the last Connector. This task should be performed before the Mailing List is scheduled to run. To Configure a Newsletter Campaign 1. Create a Mailing List. 2. Build the Mailers to be sent. 3. In the Home Workspace, select Campaigns from the Object Selector. 4. From the File menu, select New, Object, Campaign, Newsletter. The Team and Base Object dialog box is displayed. The Select the Team in which you want to create this Campaign list displays only those Teams in which you have the Manage Campaign Object-level Permission for at least one Object. The Base Object list displays only those Object(s) for which you have the Manage Campaign Object-level Permissions in the selected Team. Figure 1 The Team and Base Object Dialog Box 5. From the Select the Team in which you want to create this Campaign list, choose the Team to which the Newsletter Campaign must be assigned. 6. From the Base Object list, select the base Object for which you want to create the Newsletter Campaign. 7. Click OK. The New Campaign window is displayed with the Workflow for the Newsletter Campaign. 8. Click the Send mailer Action Node. All available Mailers are listed in the Right pane. 9. Select the required Mailer from the Select Mailer Template list. The selected Mailer is inserted in the Campaign. 10. In the Send To area, click. The Configure Send To dialog box is displayed. type of Properties of the selected base Object, and Target Object are displayed in this list. You can select an alternate address to which you want to send the Newsletter Campaign. 11. Click OK. 117

118 Configuring a Newsletter Campaign 12. Click the Connector joining the Action Node and the Non-wait Event Node. The corresponding Properties of the Connector are enabled in the Right pane. 13. Define a Filter for the Connector if it is required. To define the Filter: i. Click Filter in the Right pane. The Filter dialog box is displayed. ii. Define the required conditions. iii. Click OK. 14. Click the On response to mailer Event in the Workflow. You can define another Non-wait Event from the Select Event list in the Right pane, if it is required. 15. Click the Connector below the Non-wait Event Node. On completion of the specified Non-wait Event, Targets progress down this Connector to the Remove Target from Mailing List Node. By default, these Targets are removed from the Newsletter Campaign, unless a Filter condition is defined for this Connector. 16. Click the Properties tab. 17. Type a name for the Campaign in the Campaign Name field. 18. Click. The Newsletter Campaign Workflow is now configured. You must run the Newsletter Campaign. To Run a Newsletter Campaign 1. Specify the Mailing List of recipients to whom the Newsletters are to be sent. 2. Specify the dispatch schedule for the Newsletter by scheduling the Mailing List. 3. Activate the Campaign. Adding Targets to a Campaign Permissions Required Manage Campaigns - To create, edit, copy, and delete Campaigns. You can add Targets to a Campaign using Filters or Mailing Lists. Targets which are added to a Campaign go through the various steps defined in the Campaign Workflow, always beginning from the Start Node. You can add Targets to a New Campaign only after saving it. You can use Filters to add Targets to an active Campaign. These Targets are added to the Campaign Workflow immediately. When you add a Mailing List to an active Campaign, Targets are added when the Mailing List runs. Mailing Lists can be scheduled to run on a particular day and time, or at fixed intervals. Adding Targets Using Filters You can add Targets to a Campaign by defining Filter conditions to locate the Targets to be added. To Add Targets Using Filters 1. Open the required Campaign. 2. From the Campaign menu, select Add Targets. - OR - Click. The Add Targets dialog box is displayed. 3. From the Filters tab, select a saved Filter. - OR - 118

119 Talisma 8.6 Campaigns User s Guide Create a Filter by specifying conditions in the Define Conditions area. 4. Click Add to Campaign. 5. Click OK. The Targets are added to the Campaign. Note When you use Filters, Targets are added to a Campaign when the Add Targets Job starts running in the background. Adding Targets Using Mailing Lists You can add Targets to a Campaign by selecting a Mailing List that has been previously defined. The same Mailing List can be added to multiple Campaigns. Before adding a Mailing List to a Campaign you must: Identify base Object items. Create a Mailing List based on the identified base Object items. Create Mailers. Insert the required Mailer in the Campaign Workflow. Before you add a Mailing List to a Campaign, Talisma enables you to sort the Mailing List, based on Properties of the base Object. You can also specify the number of Targets to be added to the Campaign from the sorted Mailing List. Example As the Marketing Manager of WorldWaves, you are assigned the task of running a Newsletter Campaign to announce a sales promotion offer. You have dispatched Mailers to Targets in Denver, Chicago, and San Francisco. The Research & Development Team Manager informs you that New York has tremendous sales potential. So you decide to send the Newsletter to your Contacts in New York also. You can add the Mailing List containing your New York Contacts to the Campaign. To Add a Mailing List to a Campaign 1. In the Add Targets dialog box, click the Mailing List tab. 2. From the Add Targets to Campaign from list, select the Mailing List you want to add to the Campaign. 3. Schedule the Mailing List if you want it to be added at a later time. You can schedule a Mailing List: To be added at a particular time. To recur at specific intervals. 4. Click in the Scheduled For column. The Schedule Mailing List dialog box is displayed. 5. Select the date and time when the Mailing List should be added. - OR - 119

120 Configuring a Newsletter Campaign Select the Recur At and choose the Daily, Weekly, or Monthly option. 6. Click OK. The Add Targets dialog box is displayed. 7. Click OK. The Mailing List is added to the Campaign, and Targets from the list will be added at the scheduled time. Note Use the Filters tab to add Targets to an active Campaign. These Targets are added to the Campaign Workflow immediately. Mailing Lists can be scheduled to run on a particular day and time, or at fixed intervals. Ensure that you activate the Campaign. Even if the Mailing List is scheduled, the Mailers will not be dispatched unless the Campaign is activated. Set a Reminder to remind yourself. The Campaign must be active for the Mailing List to run at the scheduled time. Both Static and Dynamic Mailing Lists are displayed in this tab. The same Mailing List can be added to multiple Campaigns. Activating a Campaign Permissions Required Manage Campaigns - To create, edit, copy, and delete Campaigns. By default, Campaigns are set to be in the Inactive state when created. When inactive, no Mailers are sent and Targets do not progress through the Workflow of a Campaign. Inactive Campaigns will not be processed, and the Targets in the Campaign become inert. A Campaign has to be activated manually. If a Mailing List has been scheduled to run, and the Campaign has not been activated, Targets will not be added to the Campaign at the scheduled time. To Activate a Campaign 1. Open the required Campaign. 2. From the Campaign menu, select Activate Campaign. - OR - Click. Note A Campaign can also be activated by defining an appropriate rule in Talisma Business Administrator. 120

121 Talisma 8.6 Campaigns User s Guide Determining the State of a Campaign A Campaign can either be in the Active or Inactive state. A Campaign is in the Inactive state immediately after it is created and must be activated manually. The Campaign state Property for an Active Campaign is set to Active. You can ascertain the state of a Campaign from the Campaign state column in the Table View of the Home Workspace, or any user-defined Workspace based on Campaigns. Processing Campaigns Permissions Required Manage Campaigns - To create, edit, copy, and delete Campaigns. By default, all Campaign steps containing the Send mailer Action are processed at intervals of 30 minutes. All other steps are processed at intervals of one hour. You can choose to process all Campaigns in the system immediately using the Process All Campaigns Now option. When a Campaign is processed, actions in the respective Workflow stages are immediately performed. For example, Mailers are sent, and Opportunities are created for Targets whose Manual Task is marked as Completed. When you want the Targets in a Campaign to progress to the next step in the Workflow immediately, you need to process the Campaign. Example A set of Mailers is ready to be dispatched for three different Campaigns. Batches of mail messages to be sent to the first set of Targets in each Campaign have been created. Each batch of messages will be dispatched every hour. One batch has been dispatched five minutes ago. You do not want to wait for 55 minutes for the next batch to be dispatched. You can use the Process All Campaigns Now option to send the next batch of mail messages immediately. Unless you process Campaigns, Targets will remain in a stage for a definite amount of time as specified in Talisma Business Administrator. When you process Campaigns, Targets in the Workflow will transition depending on the action taken. To Process Campaigns 1. In the Home Workspace, select Campaigns from the Object Selector. 121

122 Configuring a Newsletter Campaign 2. From the Campaign menu, select Process All Campaigns Now. All the active Campaigns in Talisma Main Database are processed immediately. Note Multiple Campaigns can be processed simultaneously. You cannot selectively process Campaigns. If you do not want a particular Campaign to be processed, change its state to Inactive. Viewing Campaign Cost and ROI When you run a Campaign, you incur some costs on it, such as labor cost and the cost of sending out Mailers. This is your investment on the Campaign. The returns that you receive from a Campaign should not only cover the costs, but also result in positive revenue for your organization. Higher revenue implies a successful Campaign. Talisma enables you to view the cost incurred on running a Campaign, and compute its Return on Investment (ROI). ROI enables you to measure the effectiveness of the Campaign. Property Campaign Cost Expression Sum(Target.Cost) This Property is Campaign specific. This Property sums up the cost incurred on all Targets in a Campaign. Campaign ROI {[Sum(Order.Revenue) Sum(Campaign. Cost)] / Sum(Campaign.Cost)} * 100% This Property calculates the return on investment for the Campaign. This computation is based on the revenue generated from the Campaign against the cost incurred. Computing Campaign Cost Campaign Cost is Campaign-specific, and sums up the cost incurred on all Targets in a Campaign. The cost of each Node is the total cost of all Targets flowing through the Node. To View the Campaign Cost 1. Open the required Campaign. 2. Click the Properties tab. The cost is displayed in the Cost Property row. Computing Campaign ROI Campaign ROI calculates the return on investment for the Campaign. The computation is based on the revenue generated from the Campaign versus the cost incurred. The ROI for a Campaign is computed as follows: {[Sum (Order. Revenue) Sum(Campaign. Cost)] / Sum(Campaign. Cost)} * 100% 122

123 Talisma 8.6 Campaigns User s Guide To View Campaign ROI 1. Open the required Campaign. 2. Click the Properties tab. 3. Click in the ROI Property row. The Campaign ROI is computed. Note The Compute All tool enables you to compute both the Campaign Cost and ROI simultaneously. You can also compute the values of both by pressing F9. 123

124 General Campaigns Chapter 11:General Campaigns This chapter introduces you to General Campaigns in Talisma. In this chapter About General Campaigns... Page 125 Mapping the Workflow for a Typical General Campaign... Page 127 Process Flow for General Campaigns... Page

125 Talisma 8.6 Campaigns User s Guide About General Campaigns A General Campaign in Talisma is highly flexible, and is designed to support varied requirements. You can create and run any type of General Campaign by defining your own sequence of actions in the Workflow. Typically, a General Campaign in Talisma is a combination of automated steps and manual intervention. Elements that support the General Campaign framework include Mailer/SMS Templates, Offers, Mailing Lists, and Workflows. Figure 1 General Campaign framework The Workflow of a Campaign is a graphic representation of the stages through which a Campaign will progress. By creating a Workflow, you can define the sequence of actions and events through which a Campaign has to move. A Workflow enables you to define, schedule, run, and manage Campaigns. The Campaign Workflow can easily be modified, and entire sections can be removed or disabled. The Nodes in a Workflow define the Actions and Events. 125

126 General Campaigns Components of a Workflow The Workflow is an integral part of any Campaign in Talisma. Action Nodes, Event Nodes, and Connectors are the components of a Workflow. Action Nodes The Action Node in the Campaign Workflow enables you to define an operation to be performed. Actions can be automatic or manual. Typically, all Actions in a Workflow are triggered by an Event. In a Campaign Workflow, Actions are depicted as rectangles. Event Nodes An Event in the Campaign Workflow triggers the Action that follows it. An ellipse in the Workflow represents an Event. Events may be of two kinds: Wait Events and Non-wait Events. A Wait Event in the Campaign Workflow triggers an Action at the completion of the duration specified for the Event. A Wait Event can be scheduled to trigger an Action after a specified duration, or on a particular date. A Non-wait Event sets off an Action when a Target performs an activity. Connectors Connectors are like conduits or pipes through which Targets flow between Nodes in the Campaign Workflow. Connectors join the Nodes in a Workflow. Connectors are displayed as straight lines with arrowheads in the Workflow. 126

127 Talisma 8.6 Campaigns User s Guide Mapping the Workflow for a Typical General Campaign In a General Campaign, the Workflow is the most significant component. You can define a Workflow based on the stages through which you want the Campaign to progress. Figure 2 Graphic of a Typical Workflow 127

128 General Campaigns Process Flow for General Campaigns The process of creating a General Campaign is depicted in the following figure. See the table below the graphic for more information. Figure 3 Process Flow for General Campaigns Step Description Elements of a General Campaign You need to create these elements before you create the Workflow of a General Campaign. Creating a Mailer/SMS Template and a Mailing List is mandatory, but creating an Offer is optional. If you create an Offer, you can insert it in the Mailer/SMS Template that is dispatched as a part of the Campaign. 128

129 Talisma 8.6 Campaigns User s Guide Step Mailing Lists Offers Mailer/SMS Templates Creating a General Campaign Selecting a Team Creating a Workflow Selecting the Mailer to be Sent Saving the Campaign Adding Targets to the Campaign Activating the Campaign Description A Mailing List comprises base Object items, who represent the audience segment at whom the Campaign is directed. Mailing Lists are of two types, namely, Static Mailing Lists and Dynamic Mailing Lists. The same Mailing List can be used in several Campaigns. An Offer represents a section in a Mailer, the content of which may be customized according to the properties of the Target or base Object items. A Mailer is an electronic letter sent to the Targets of a Campaign. A Mailer consists of information that you can commonly distribute as e- mail to a select group of addresses targeted by a Campaign. The message can be customized to personalize the Mailer. When you have created all the required elements, you can proceed with the creation of the General Campaign. To do so, click File > New > Object > Campaign > General. Select the Team in which you want to create the Campaign. When you select a Team, the Mailer/SMS Templates and Mailing Lists created in that Team are available for use in the Campaign. The Workflow is the most important element in a General Campaign. The Workflow of a Campaign is a graphic representation of a sequence of activities in a Campaign. The Workflow enables you to define, schedule, run, and manage Campaigns. You need to insert Nodes in a Campaign. Nodes can be Action Nodes or Event Nodes. While creating the Campaign Workflow, you need to select the Mailer to be sent, from the list of Mailers displayed in the right pane. You must save the Campaign before proceeding to the next step. In order to save the Campaign, you must specify a unique Campaign name. A Target is a base Object item who is part of the Campaign. You can add Targets to a Campaign using Filters or Mailing Lists. By default, Campaigns are set to be in the Inactive state when created. No Mailers are sent and Targets do not progress through the Workflow of an Inactive Campaign. Inactive Campaigns will not be processed, and the Targets in the Campaign become inert. A Campaign has to be activated manually. If a Mailing List has been scheduled to run, and the Campaign has not been activated, Targets will not be added to the Campaign at the scheduled time. To activate the Campaign, select Activate Campaign from the Campaign menu. 129

130 Managing Workflow Components Chapter 12:Managing Workflow Components This chapter describes how you can manage Workflow Components in Talisma Campaigns. In this chapter Inserting an Action Node... Page 131 Inserting Event Nodes... Page 149 Inserting a Connector... Page 159 Defining and Reusing Filter Conditions... Page 160 Customizing the From Line in a Mailer... Page 162 Sending a Mailer to an Alternate Address... Page 163 Understanding the Flow of SMS Mailers... Page 166 Understanding Workflow Etiquette... Page

131 Talisma 8.6 Campaigns User s Guide Inserting an Action Node An Action Node can be inserted in a Campaign Workflow for an action to be performed. Example You manage the Marketing Team at WorldWaves. You are creating the Workflow for a Campaign that is scheduled to run during Christmas. You want to send out the Christmas Offer Mailer to the Targets of this Campaign. You need to insert the Send mailer Action in the Workflow, and select the Christmas Offer Mailer. Alternatively, if a Manual Action is defined, the action has to be performed by a Talisma Client User. In the Campaign Workflow, a rectangle represents an Action. To Insert an Action 1. In the Workflow tab of the Campaign window, click. 2. A rectangle is attached to the last Connector in the Workflow. Its Properties are listed in the Right pane, for which you need to specify values. Table 1 describes the Properties of an Action Node. 3. Type a name for the Node in the Name field. 4. From the Select type of action list, select the action to be performed. Based on the action selected, its corresponding Properties are enabled in the Right pane. 5. Specify values for the Properties. 6. Click the Node in the Workflow. The selected action is displayed in the Node. The following tables describe the Properties that are common across all Action Nodes: Table 1 Properties of an Action Node Property Name Description Indicates the name of the Node in the Workflow. Talisma displays a default name, which can be modified. Select Type of action Indicates the type of Action that can be performed. See Table 2 for the types of Actions, and their associated Properties. 131

132 Managing Workflow Components Property Increment/decrement threshold Cost of step Current cost Description This Property is displayed when you select the Increment Action in the Select type of action list. Specify the maximum, or minimum integer to which the Property selected in the Select Property field can be incremented, or decremented. If the selected Property has a Maximum Value specified in Talisma Business Administrator, specify a value that is less than or equal to the Maximum Value. Similarly, if the selected Property has a Minimum Value specified in Talisma Business Administrator, specify a value that is greater than or equal to the Minimum Value. For more information, see Talisma Business Administrator Help. The cost that will be incurred for this action. Cost of one unit of an Element in the Step should be specified. This value will be used to generate reports. For example, if you spend $2 on the Manual Action of sending free samples of your product to 20 Targets, the cost of the Step is $2. The total cost incurred can be calculated by multiplying the per unit cost with the total number of Targets, i.e., 2 * 20. For a Campaign action, this is the product of the count of active Targets, multiplied by the value in the Cost of step field. For example, there are 10 active Targets at the Send mailer Action, and the value in the Cost of step field is $5, the Current cost is 10 * 5 = $50. Note Click to view the updated value of this Property. If the value of the Cost of step Property of an action is modified, the updated value of the Current Cost Property is displayed when the Campaign is saved. Further, the new value of the Cost of the Step Property will be applicable for further processing. If the Campaign has been created using the Create Using menu option, the default value of this Property is set to 0. For computing this cost, the count of Targets includes only those Targets for whom the value in the Action Status Target Property is set to Target Created, Target Moved, or Action Completed. When Talisma is upgraded from a previous version to version 8.6: By default, for a selected action node, the value of this Property is set to 0. When a Campaign is processed, the value displayed for this Property may be incorrect. 132

133 Talisma 8.6 Campaigns User s Guide Property Cumulative cost Description For a Campaign action, this is the sum of the Targets that have progressed through the action, multiplied by the value in the Cost of step field. For example, 10 Targets have progressed through the Sent Mailer action. If the value in the Cost of step field is $5, the Cumulative cost is 10 *5 = $50. Note Click to view the updated value of this Property. The value of this Property will remain unchanged even if Targets that have progressed through the action, have been deleted, or purged. If the value of the Cost of step Property of a Campaign action is modified, the updated value of this Property is displayed when the Campaign is saved. If the Campaign has been created using the Create Using menu option, the default value of this Property is set to 0. When Talisma is upgraded from a previous version to version 8.6: By default, for a selected action node, the value of this Property is set to 0. When a Campaign is processed, the value displayed in this Property may be incorrect. Owner of the step A User with the Manage Campaigns Permission can create and manage a Campaign. Such a User is the owner of the Campaign. Each Step in a Campaign can be owned by a User in the Team. The Step owner is responsible for performing the action. 133

134 Managing Workflow Components The following table describes the various Campaign Actions and their associated Properties: 134

135 Talisma 8.6 Campaigns User s Guide Table 2 Workflow Actions and Associated Properties Action Description Automatic Step The Automatic Step Action enables Targets to flow through it into several adjacent Connectors attached to it. The Automatic Step Action can be used at the start of the Workflow for Targets to immediately transition to the next Step. Typically, you would use this type of Action when you want to send different versions of a Mailer in the same Campaign. Inserting this Action Node immediately after the Start event enables you to add several Connectors at the same level. You can define a Filter for each Connector. When you select Automatic Step from the Select type of action list, the Fire external action option is enabled. Fire external action You can use this option when you want an action to be initiated in a software independent of Talisma. You can also write your own program, and use this option to trigger an action in that program. 135

136 Managing Workflow Components Action Create Label Description The Create Label Action enables your organization to print labels in bulk using a Print Template. It also enables you to print labels in a format that your organization requires. This Action is available in the Campaign if: 1. You have at least one Print Template in which the base Object, or Target is set as the base Object. 2. The value in the Template Type field in the Properties tab of the Print Template window is set to Label. 3. The Print Template is shared with the Team in which you want to create the Campaign. For more information, refer to the Talisma Advanced Operations User s Guide. The associated Properties of the Create Label Action are: Select Template Select the Print Template you want to use to create a label. You can also create a new Print Template by selecting File, New, Print Template. Print Templates that belong to the Team in which you are creating the Campaign, and which share the same base Object as the Campaign are listed. Sort Target by Talisma enables you to sort Targets based on base Object Properties. Setting the sort order enables you to define the order in which Targets will be printed, based on specific conditions. The sorting can be in ascending or descending order. You can sort the Targets in a Campaign using one or more Properties. To do so: 1. Select the Sort Target by option. 2. Click. The Sort dialog box is displayed. The dialog box lists base Object Properties in the Properties column, and the sort order in the Order column. 3. Select the Properties using which you want to sort the base Object items. The Sort dialog box lists the Properties that are displayed in the Select Columns dialog box in the Table View of the base Object. Other base Object Properties are not available for setting the sort order. 136

137 Talisma 8.6 Campaigns User s Guide Action Description 4. Click in the required Order row, and select Ascending or Descending, depending on the order in which you want to sort the Targets for the Campaign. For example, if you have selected Contact ID, and First name, you can select Ascending for both the Properties, to sort their values in ascending order. 5. To set the order in which the Properties need to be sorted, click, or. In the above example, you can sort the order such that First name is sorted prior to Contact ID when the Targets are sorted for this Step in the Campaign. 6. Click OK. Note Click Clear All to clear the selection of base Object Properties. Save Document You can create files in MS Word 2003 SP2, or later, in the following ways: Select the Create One file per batch option to create a file for every batch of Targets. You can specify the number of Targets in the Batch Size field. If the number of Targets exceeds this value, multiple files are created for every subsequent batch. - OR - Select the Create one file per Target option to create individual files for each Target. Example As the Marketing Manager at WorldWaves, you specify 50 as the value in the Batch Size field. When the Target details are merged in the Print Template, details of 50 Targets are saved in a single document. If the number of Targets at this step in the Campaign exceeds 50, multiple documents are saved with 50 Targets in each document. If you selected Create One file per Target, when Target details are merged in the Print Template, details of each Target are saved in an individual document. Note Right click the Node, and select Preview Word Template from the shortcut menu to preview Target Details in the Action Node. By default, the value for the Batch Size Property is set to

138 Managing Workflow Components Action Create Letter Description This Action is available in the Campaign if: 1. You have at least one Print Template in which base Object, or Target is set as the base Object. 2. The value in the Template Type field in the Properties tab of the Print Template window is set to Letter. 3. The Print Template is shared with the Team in which you want to create the Campaign. For more information, refer to the Talisma Advanced Operations User s Guide. The Create Letter Action enables your organization to dispatch printed Campaigns to recipients. This Action enables you to send letters, promotional material, or printed mail to recipients in a standard format. To work with the Create Letter Action, carry out the steps described for the Create Label Action until and excluding the description for the Save Document section. Perform the following steps: 1. Select the Create one file per Target option. The Create Interaction option is enabled. 2. Select the Create Interactions option. The Subject, Team, and User fields in the Interaction Details area are enabled. 3. In the Subject field, the <Name of the selected Print Template> Letter text is displayed by default. You can modify this text. Text specified in this field will be set in the Subject field of the created Interaction(s). 4. In the Team list, all Teams in the Talisma system are displayed. Select the Team to which the Interaction(s) must belong. 5. In the User list, Users in the selected Team who are granted the Assign/Transfer Interaction Permission are displayed. Values in the User list are displayed based on the following scenarios: When you have access to the Team selected in step 4: If the Assign/Transfer Interaction Permission is enabled for the logged in User - By default, the logged in User is selected in the User list. You can change this selection by selecting a different User to whom you want to assign the Interaction(s) that will be created as a result of the merge operation. User Object Properties defined in the Print Template will be merged based on the User selected in the User list. If the Assign/Transfer Interaction Permission is not enabled for the logged in User - By default, the value None is selected. Further, the name of the logged in User will not be listed in the User list. You can select a User from the list for whom the Assign/Transfer Interaction Permission is enabled. Interaction(s) created as a result of the merge operation will be assigned to the selected User. 138

139 Talisma 8.6 Campaigns User s Guide Action Description User Object Properties in the selected Print Template will be merged based on the User selected in the User list. If the value None is not changed, User Object Properties will not be merged in the MS Word document that will be attached to the new Interaction(s). When you do not have access to the Team selected in step 4, content will be displayed identical to the scenario where the User s access is enabled in the selected Team, and the Assign/Transfer Interaction Permission is not enabled. When the default, or user-defined Service for the Print Job is run, Interactions will be created for Targets at the Create Letter Action Node. You can navigate to the Interaction Table View, and work the created Interactions. 139

140 Managing Workflow Components Action Create Object Description An Object item can be created automatically through the Campaign Workflow. For example, Targets in a Node can be converted to Opportunities when they express interest in your company s product or service by responding to your marketing Mailers. Similarly, Targets in a Node can be converted to Orders when they respond by placing an Order for a product or service. Using the Create Object option, you can also specify the creation of a custom Object item. Note Talisma prevents you from creating the Lead, Enrollment, Participant, and SIS Objects. The associated Property of the Create Object Action is: Select Object The Select Object list contains the following Objects: Opportunity Order Custom Objects related to the Contact Object. Custom Objects related to the Target Object. Participant - This Object is available for selection only if your organization has installed Talisma Event Management. Select the Object item that must be created. The following are the Objects that can be created and those that cannot be created in the Create Object step: If Contact is the Base Object: Order, Opportunity, Application can be created Contact s related custom Objects (of relationship type one-many and many-many) can be created. Contact, Lead, Activity, Participant, Target and all Reference Objects cannot be created. If Target is the Base Object: Target s related Custom Objects (of relationship type one-many and many-many) can be created. Order, Opportunity, Contact, Application, Enrollment and all Reference Objects cannot be created. If any other Object is the Base Object: Object s related Custom Objects (of relationship type one-many and many-many) can be created. Order, Opportunity, Contact, Target, Lead, Activity, Participant and all Reference Objects cannot be created. Note Other predefined Objects such as Interactions and Accounts, which have a predefined Relationship with the Contact Object, are not included in the Select Object list. 140

141 Talisma 8.6 Campaigns User s Guide Action Description Custom Objects that have been created in Talisma are also displayed in the Select Object list. Ensure that you create Custom Object items from the Create Object option only if your business requirements justify the creation of the custom Object item from the Campaign workflow. Delete Object (item)s Delete targets Base Object and Target details of Targets in this Node are deleted. However, they can be retrieved from the Trash Can. Targets in this Node are deleted from the Campaign. However, base Object item details are not deleted. You can delete Targets when they do not transition to another Node in the Workflow. You can restore deleted Targets from the Trash Can, using the Undelete option from the Edit menu. 141

142 Managing Workflow Components Action Increment Description This Action enables you to increase, or reduce the value of a numeric Object Property by a user-defined integer, or decimal value. The Property is modified by the specified value when the Campaign in which this Action is inserted, is processed by Talisma. The associated Properties of the Increment Action are: Select Object Select the Object for which the Property must be set. The Select Object list includes the following Objects: Contact Opportunity Order Target Event - This Object is available for selection only if your organization has installed Talisma Event Management. Participant - This Object is available for selection only if your organization has installed Talisma Event Management. Other base Objects (including custom Objects), and their related Objects, where the base Object is on the One or Many side of a One to Many, or Many to Many Relationship. Note Other predefined Objects such as Interactions and Accounts, which have a predefined Relationship with the Contact Object, are not included in the Select Object list. The Lead, Activity, and Participant Objects are not available for selection in the Select Object list even if they have a Relationship with the base Object of the Campaign. Select Property Select the required Property for the selected Object. The Select Property list includes the predefined and custom numeric Properties for the Object selected in the Select Object list. Note For the selected Object, you cannot select Computed Properties, related Object Properties, and Invisible Properties. Increment/decrement by Specify the value by which the selected numeric Property must be increased, or reduced when the Campaign is processed. To decrement the Property, use a negative value by prefixing the number with a minus sign (-). Note The numeric Property can be increased, or reduced by a decimal value if the numeric Property supports decimal values. 142

143 Talisma 8.6 Campaigns User s Guide Action Make Call Description The Make Call step enables a Talisma User to use the Talisma Phone Workspace to call a Contact who is a Target in a Campaign. The associated Properties of the Make Call step are: Call Type Enables you to select the Call Type. The options available are: User Initiated This option enables the User to converse with the Target by using the Click to Dial feature from the Target Workspace. Dialer Initiated Selecting this option enables Users of a third-party application to call Targets in an outbound Phone Campaign. The third-party application must be integrated with a dialer. Calls will be made to the Targets using Property details specified in the Property List for Phone Campaigns Phone Media Option in Talisma Business Administrator. Subject This is a free text field. Specify the subject of the outbound phone conversation that must occur with Targets in the Campaign. Script for Outbound Phone Call This is the Script that is displayed to the User when outbound calls are made to Targets using the Click to Dial feature in the Target Workspace. The User can refer to the Script, and use it to resolve questions that Targets may ask during the conversation. Phone Number for Dial Out This is the phone number that the Talisma User will use to call the Target. This option is enabled if you selected User Initiated in the Call Type Property. You can specify the Contact number that will be used to make the phone call. Click and select Properties, <Property>. The submenu includes Properties of the Contact Object. Select the relevant phone number Property that you want to be used to call Contacts who are Targets in the Campaign. Example If you have Cell Phone Number as a Contact Property, you can select this Property to be used to make calls to Contacts who are Targets in the Campaign. 143

144 Managing Workflow Components Action Description Check Call Preferences This option enables you to specify whether the Contact's Call Preferences must be checked for this Make Call Step in the Campaign. If you select Yes, Talisma checks the value specified in the Can be called for this Campaign Target Property, and the Can be Called for Campaigns, and Do not call for any Campaign until Contact Properties. The Phone User will be able to call the Target if Yes is specified in the Can be Called for Campaigns Contact and in the Can be called for this Campaign Target Property. Further, the Phone User can call the Target only on or after the date specified in the Do not call for any Campaign until Contact Property. If you select No, the Phone User can call Targets regardless of the values specified in the: Can be called for this Campaign Target Property. Can be called for Campaigns Contact Property. Do not call for any Campaign until Contact Property. Manual Task Mark Object item(s) unavailable for mailers Move targets to campaign Purge Target A manual task can be configured to be performed for Targets in the Action Node. The associated Properties of the Manual Task Action are: Manual Action This is the description of the Manual Task to be performed. For example, Send Flowers to Contact could be a Manual Action. Fire external action You can use this option when you want an action to be initiated in a software independent of Talisma. You can also write your own program, and use this option to trigger an action in that program. When this action is selected, the value of the Send Mailer Property for the base Object item is set to No. This may be done when Targets request to be removed from the Mailing List. Targets can be moved from a Node in one Campaign to another Campaign only if both Campaigns share the same base Object. The associated Properties of the Move Targets to Campaign Action are: Select Campaign Select the Campaign to which the Targets must be moved. Select Step Select the Node in the Campaign Workflow to which the Targets must be moved. A Target can be permanently deleted from the selected Node of the Workflow. 144

145 Talisma 8.6 Campaigns User s Guide Action Send mailer Description A selected Mailer can be sent to Targets in the Campaign. The associated Properties of the Send mailer Action are: Select Mailer Template Select the Mailer to be sent to Targets. You can create a Mailer by selecting New Mailer/SMS Template from the File menu. Mailers that belong to the Team in which you are creating the Campaign, and which share the same base Object as the Campaign are listed. From Line You would typically customize the From Line in a Mailer when you want to send the same Mailer to different groups of Targets, from different sources. Example Worldwaves has two Accounts, Good Shoes and Better Shoes, for whom it is managing Campaigns. Good Shoes and Better Shoes want Worldwaves to send Mailers about the new products they have launched. John Glenn, the Campaign owner at Worldwaves can create a single Campaign to address the requirements of Good Shoes and Better Shoes. He can customize the From Line of the Mailer so that the same Mailer is dispatched to the two groups of Targets with different From Lines. For more information, see Customizing the From Line in a Mailer. Send To Enables you to specify an alternate address to which you want to send the Mailer. By default, the Mailer is configured to be sent to the address specified in the field of the base Object. Example The Target Address Property is configured in the Properties tab of the Target. To send the Mailer to the address that is specified in the Target Address Property, select Target.Properties.Target Address in the list. For more information, see Sending a Mailer to an Alternate E- mail Address on page

146 Managing Workflow Components Action Send SMS Description The Send SMS Action enables your organization to send SMS messages to Targets using a Mailer whose Template Type Property is SMS. This Action is available in the Campaign if: 1. Your organization has purchased the Talisma SMS license. 2. The SMS Template is shared with the Team in which you want to create the Campaign. The Properties associated with the Send SMS Action are: SMS step ID - Specify a code for the Send SMS Step in the <Multiple characters> format. You can substitute numeric, text, or alphanumeric values in the <Multiple characters> placeholder. You must include the TLC#<Multiple characters> string in the body of the Template you select in the Select SMS Template list. You must also request the Target to type this string in the body of the reply SMS message. When the reply SMS message is received, Talisma scans the message to locate the string. The value of the code enables Talisma to confirm that the incoming SMS message is particular to a specific Send SMS Action. Note It is recommended that you specify a minimum of two characters in the <Multiple Characters> placeholder. Select Object Lists the base Object and other Objects that share a One to One, or Many to One relationship with the base Object, where the base Object is on the One, or Many side of the Relationship. Select Property Lists Text type of Properties of the Object selected in the Select Object list. Select a Property that has a valid mobile number. The SMS Mailer will be sent to the value in the selected Property. If you select the Contact Object, the Property is set to Mobile by default and cannot be changed. Note In a scenario where you send the SMS message to the Object on the One side of a Many to One Relationship, when the Object item on the One side of the Relationship responds to the SMS message, all the related Object items on the Many side of the Relationship will progress to next Node in the Campaign. Example You select five Leads to be added to a Campaign for which Lead is the base Object. However, you send the SMS message to the related Contact of the Leads in the Send SMS action. When the Contact responds to the SMS message, all the five Leads related to the Contact will progress to the next Node in the Campaign. Select SMS Template Lists SMS Templates that are shared with the Team in which the Campaign is created and which share the same base Object as the Campaign. Select an SMS Template that you want to use at this Action. 146

147 Talisma 8.6 Campaigns User s Guide Action Description Note It is recommended that the value specified in the TLC#<Multiple characters> format is unique. It must not be repeated in other Send SMS Action nodes in Talisma. If the value is repeated, the incoming SMS message from the Target may get associated with different a Send SMS action. For more information, see Understanding the Flow of SMS Mailers on page 166. From field options Enables you to specify a value that will be displayed as the sender of the SMS message. Select one of the following options: SMS Code - When the Target receives the SMS message, the Target will view this code as the sender of the message. In the From list, the list of SMS Web Services is displayed. Select the SMS Web Service that you want to use. By default, the list of SMS Web Services that are associated with the Team in which the Campaign is created is displayed. Custom text - enables you to specify custom text. In the From line custom text field, type the custom text that you want the Target to view as the sender of the SMS message. In this scenario, you must inform the Target that the Target must respond a different SMS Code that you provide in the SMS Template. An SMS Web Service must be associated with the SMS Code to which the Target will respond. The Target s SMS message will be routed to Talisma by the service provider who will receive the Target s SMS message. In the SMS Dispatcher list, select the dispatcher that will be used to dispatch SMS messages from Talisma. By default, the list of dispatchers that are associated with the Team in which the Campaign is created is displayed. Note If the value of the Mobile Property of the Target is not specified, or is invalid, the Target will not progress beyond the Send SMS Action. 147

148 Managing Workflow Components Action Set Property Description You can automate the setting of Object Properties for (Check) Contacts, Opportunities, Orders, Participants, and Targets through the Campaign Workflow. The Object Properties are set to their specified values when the Campaign in which this Action is inserted, is processed by Talisma. The associated Properties of the Set Property Action are: Select Object Select the Object for which the Property must be set. The Select Object list displays the following Objects: Contact Opportunity Order Target Participant - This Object is available for selection only if your organization has installed Talisma Event Management. Other base Objects (including custom Objects), and their related Objects, where the base Object is on the One or Many side of a One to One, or Many to Many Relationship. Note Other predefined Objects such as Interactions and Accounts, which have a predefined Relationship with the Contact Object, are not included in the Select Object list. The Lead, Activity, and Participant Objects are not available for selection in the Select Object list even if they have a Relationship with the base Object of the Campaign. Select Property Select the required Property for the selected Object. The Select Property list includes the predefined and custom Properties for the Object selected in the Select Object list. Set value to For the selected Object, you can select the required Property, for which you can specify a value in the Set Value to field. Reset Property Value Select this option to set the value of the Object Property you selected in the Select Property list, to Null. Note The Reset Property Value option is disabled if you have selected a Mandatory Property, or a Conditional Mandatory Property in the Select Property list. 148

149 Talisma 8.6 Campaigns User s Guide Note You can use the space in the Notes area to add notes about the Action. In a saved Campaign, click the Action to view its notes in the Notes area. The number of Targets in each step of the Campaign Workflow is displayed above the Action Node. Inserting Event Nodes In a Campaign Workflow, an Event triggers the Action that follows it, and is represented by an ellipsis. There are two types of Events in Talisma: Wait Event and Non-wait Event. Wait Event A Wait Event is a time-based event. Wait Events can be scheduled after a specified duration, or on a particular date at a specific time. A Wait Event can also recur after a specified interval. For example, Wait for 5 days is a Wait Event, Recur every Tuesday is a recurring Wait Event. You can use the Wait Event functionality to schedule Actions in the Campaign to "wait", or occur after a specific duration, or on a particular date at a specific time. Actions following the Wait Event can also be made to recur daily, weekly, or monthly. The following list depicts the text that is displayed in the Wait Event based on the type of wait criteria you define: Wait for 1 day Wait until 8/9/2007 2:00:00 PM Wait until (Condition) Recurring Event Example WorldWaves is launching a Campaign to introduce a new brand of its latest product line. As part of this Campaign, you have dispatched Mailers to a set of Targets in San Diego. You have decided to wait for three days before sending out a follow-up Mailer to Targets who do not respond to the Mailer. In this scenario, you need to insert a Wait Event, following the Send mailer Action in the Workflow of the Campaign. Define On elapse of 3 days, as the Property for the Wait Event. Define a Filter for the Connector preceding the Wait Event, such that Targets who do not respond to the original Mailer transition to the next Step. Only such Targets will receive the follow-up Mailer. To Insert a Wait Event 1. In the Workflow tab of the Campaign window, select the Connector to which the event needs to be connected. Ensure that the Connector does not follow another Event. It can only follow an Action. 2. From the Add menu, select Wait Event. - OR - 149

150 Managing Workflow Components Click. An ellipse is attached to the last Connector in the Workflow and the list of its associated Properties is displayed in the Right pane. 3. Type a name for the Node in the Name field. 4. In the Right pane, specify when the Wait Event must occur. The following table describes the options you can select: Option On elapse of n days Description The Action that follows the Wait Event is triggered when the specified duration has lapsed. 150

151 Talisma 8.6 Campaigns User s Guide Option Wait until <date> Description The Action that follows the Wait Event will be triggered at a particular date and time, or when a specified duration has elapsed. Figure 1 To Specify a Date and Time The Date and Time for Wait Event Dialog Box 1. Click. The Date and Time for Wait Event dialog box is displayed. 2. Select the Specify Date option. By default, the current date, and time of your computer are displayed in the date, and time fields. Select a date in the date list, and select a time in the Specify Time spin control. You cannot specify a date, and time that occurred in the past. The Action that follows the Wait Event will be triggered when the specified date, and time occur in Talisma Main Database. The Action that follows the Wait Event will be triggered when the specified date, and time occur in Talisma Main Database. - OR - Select the Specify Date Property and condition option. 151

Outlook Email. User Guide IS TRAINING CENTER. 833 Chestnut St, Suite 600. Philadelphia, PA 19107 215-503-7500

Outlook Email. User Guide IS TRAINING CENTER. 833 Chestnut St, Suite 600. Philadelphia, PA 19107 215-503-7500 Outlook Email User Guide IS TRAINING CENTER 833 Chestnut St, Suite 600 Philadelphia, PA 19107 215-503-7500 This page intentionally left blank. TABLE OF CONTENTS Getting Started... 3 Opening Outlook...

More information

Module One: Getting Started... 6. Opening Outlook... 6. Setting Up Outlook for the First Time... 7. Understanding the Interface...

Module One: Getting Started... 6. Opening Outlook... 6. Setting Up Outlook for the First Time... 7. Understanding the Interface... 2 CONTENTS Module One: Getting Started... 6 Opening Outlook... 6 Setting Up Outlook for the First Time... 7 Understanding the Interface...12 Using Backstage View...14 Viewing Your Inbox...15 Closing Outlook...17

More information

Microsoft Dynamics CRM 4.0 User s Guide

Microsoft Dynamics CRM 4.0 User s Guide Microsoft Dynamics CRM 4.0 User s Guide i Microsoft Dynamics CRM 4.0 User s Guide Copyright Information in this document, including URL and other Internet Web site references, is subject to change without

More information

MCCG PowerChart. Message Center Complete Manual. Hold the Ctrl key down & then left click on a link below to navigate to it:

MCCG PowerChart. Message Center Complete Manual. Hold the Ctrl key down & then left click on a link below to navigate to it: Hold the Ctrl key down & then left click on a link below to navigate to it: Table of Contents Overview of the Message Center Message Center Basics Working with the Message Journal Working with Documents

More information

User Guide QAD Customer Relationship Management. Introduction Sales Management Marketing Management Customer Service Reference

User Guide QAD Customer Relationship Management. Introduction Sales Management Marketing Management Customer Service Reference User Guide QAD Customer Relationship Management Introduction Sales Management Marketing Management Customer Service Reference 70-3192-6.6.3 QAD CRM 6.6.3 September 2014 This document contains proprietary

More information

Contact Manager and Document Tracking. CampusVue Student User Guide

Contact Manager and Document Tracking. CampusVue Student User Guide Contact Manager and Document Tracking CampusVue Student User Guide Campus Management Corporation Web Site http://www.campusmanagement.com/ E-mail Information: Support: E-mail form on Web site support@campusmgmt.com

More information

SAS BI Dashboard 4.3. User's Guide. SAS Documentation

SAS BI Dashboard 4.3. User's Guide. SAS Documentation SAS BI Dashboard 4.3 User's Guide SAS Documentation The correct bibliographic citation for this manual is as follows: SAS Institute Inc. 2010. SAS BI Dashboard 4.3: User s Guide. Cary, NC: SAS Institute

More information

Microsoft Outlook 2010. Reference Guide for Lotus Notes Users

Microsoft Outlook 2010. Reference Guide for Lotus Notes Users Microsoft Outlook 2010 Reference Guide for Lotus Notes Users ContentsWelcome to Office Outlook 2010... 2 Mail... 3 Viewing Messages... 4 Working with Messages... 7 Responding to Messages... 11 Organizing

More information

DCA. Document Control & Archiving USER S GUIDE

DCA. Document Control & Archiving USER S GUIDE DCA Document Control & Archiving USER S GUIDE Decision Management International, Inc. 1111 Third Street West Suite 250 Bradenton, FL 34205 Phone 800-530-0803 FAX 941-744-0314 www.dmius.com Copyright 2002,

More information

SAS BI Dashboard 4.4. User's Guide Second Edition. SAS Documentation

SAS BI Dashboard 4.4. User's Guide Second Edition. SAS Documentation SAS BI Dashboard 4.4 User's Guide Second Edition SAS Documentation The correct bibliographic citation for this manual is as follows: SAS Institute Inc. 2013. SAS BI Dashboard 4.4: User's Guide, Second

More information

1. Online help for WorkZone Client 2016 4. 2. What's new 5. 3. Getting started with WorkZone Client 13. 4. Working with the user interface 15

1. Online help for WorkZone Client 2016 4. 2. What's new 5. 3. Getting started with WorkZone Client 13. 4. Working with the user interface 15 2016 Online help WorkZone Client 2016 Contents 1. Online help for WorkZone Client 2016 4 2. What's new 5 3. Getting started with WorkZone Client 13 4. Working with the user interface 15 4.1 Navigate the

More information

Backup Assistant. User Guide. NEC NEC Unified Solutions, Inc. March 2008 NDA-30282, Revision 6

Backup Assistant. User Guide. NEC NEC Unified Solutions, Inc. March 2008 NDA-30282, Revision 6 Backup Assistant User Guide NEC NEC Unified Solutions, Inc. March 2008 NDA-30282, Revision 6 Liability Disclaimer NEC Unified Solutions, Inc. reserves the right to change the specifications, functions,

More information

Business Insight Report Authoring Getting Started Guide

Business Insight Report Authoring Getting Started Guide Business Insight Report Authoring Getting Started Guide Version: 6.6 Written by: Product Documentation, R&D Date: February 2011 ImageNow and CaptureNow are registered trademarks of Perceptive Software,

More information

SAS. Cloud. Account Administrator s Guide. SAS Documentation

SAS. Cloud. Account Administrator s Guide. SAS Documentation SAS Cloud Account Administrator s Guide SAS Documentation The correct bibliographic citation for this manual is as follows: SAS Institute Inc. 2014. SAS Cloud: Account Administrator's Guide. Cary, NC:

More information

Scheduling Software User s Guide

Scheduling Software User s Guide Scheduling Software User s Guide Revision 1.12 Copyright notice VisualTime is a trademark of Visualtime Corporation. Microsoft Outlook, Active Directory, SQL Server and Exchange are trademarks of Microsoft

More information

Sample- for evaluation purposes only! Advanced Outlook. TeachUcomp, Inc. A Presentation of TeachUcomp Incorporated. Copyright TeachUcomp, Inc.

Sample- for evaluation purposes only! Advanced Outlook. TeachUcomp, Inc. A Presentation of TeachUcomp Incorporated. Copyright TeachUcomp, Inc. A Presentation of TeachUcomp Incorporated. Copyright TeachUcomp, Inc. 2012 Advanced Outlook TeachUcomp, Inc. it s all about you Copyright: TeachUcomp, Inc. Phone: (877) 925-8080 Web: http://www.teachucomp.com

More information

Microsoft Office Outlook 2013

Microsoft Office Outlook 2013 Microsoft Office Outlook 2013 Quick Start Card Outlook 2013 Home View The default view opens to the Mail Folder, Navigation Pane, the Inbox, To-Do Bar, Reading Pane and the Ribbon. The Home View provides

More information

Wimba Pronto. Version 3.1. Administrator Guide

Wimba Pronto. Version 3.1. Administrator Guide Wimba Pronto Version 3.1 Administrator Guide Wimba Pronto 3.1 Administrator Guide Overview 1 Accessing the Wimba Pronto Administration Interface 2 Managing Multiple Institutions 3 General Features 4 Configuring

More information

Legal Notes. Regarding Trademarks. 2012 KYOCERA Document Solutions Inc.

Legal Notes. Regarding Trademarks. 2012 KYOCERA Document Solutions Inc. Legal Notes Unauthorized reproduction of all or part of this guide is prohibited. The information in this guide is subject to change without notice. We cannot be held liable for any problems arising from

More information

NETWORK PRINT MONITOR User Guide

NETWORK PRINT MONITOR User Guide NETWORK PRINT MONITOR User Guide Legal Notes Unauthorized reproduction of all or part of this guide is prohibited. The information in this guide is subject to change without notice. We cannot be held liable

More information

EMC Documentum Webtop

EMC Documentum Webtop EMC Documentum Webtop Version 6.5 User Guide P/N 300 007 239 A01 EMC Corporation Corporate Headquarters: Hopkinton, MA 01748 9103 1 508 435 1000 www.emc.com Copyright 1994 2008 EMC Corporation. All rights

More information

MICROSOFT OUTLOOK 2010 WORK WITH CONTACTS

MICROSOFT OUTLOOK 2010 WORK WITH CONTACTS MICROSOFT OUTLOOK 2010 WORK WITH CONTACTS Last Edited: 2012-07-09 1 Access to Outlook contacts area... 4 Manage Outlook contacts view... 5 Change the view of Contacts area... 5 Business Cards view... 6

More information

EMAIL QUICK START GUIDE

EMAIL QUICK START GUIDE IT Services Microsoft Outlook 2010 EMAIL QUICK START GUIDE Contents What is Outlook?...2 Quick Guide to Email...2 Create a new e-mail message...2 Forward or reply to an e-mail message...2 Creating new

More information

Microsoft Office Outlook 2010 Quick Reference Card

Microsoft Office Outlook 2010 Quick Reference Card Microsoft Office Outlook 2010 Quick Reference Card Outlook 2010 Home View The default view opens to the Mail Folder, Navigation Pane, the Inbox, To-Do Bar, Reading Pane and the Expanded Ribbon. The Home

More information

Microsoft Outlook 2013 Part 1: Introduction to Outlook

Microsoft Outlook 2013 Part 1: Introduction to Outlook CALIFORNIA STATE UNIVERSITY, LOS ANGELES INFORMATION TECHNOLOGY SERVICES Microsoft Outlook 2013 Part 1: Introduction to Outlook Fall 2014, Version 1.0 Table of Contents Introduction...3 Starting Outlook...3

More information

DocAve 6 Service Pack 1 Job Monitor

DocAve 6 Service Pack 1 Job Monitor DocAve 6 Service Pack 1 Job Monitor Reference Guide Revision C Issued September 2012 1 Table of Contents About Job Monitor... 4 Submitting Documentation Feedback to AvePoint... 4 Before You Begin... 5

More information

User's Guide for Maximizer Web Access

User's Guide for Maximizer Web Access User's Guide for Maximizer Web Access Notice of Copyright Published by Maximizer Software Inc. Copyright 1988-2010 All rights reserved. Registered Trademarks and Proprietary Names Product names mentioned

More information

Outlook 2013 Tips and Tricks Contents

Outlook 2013 Tips and Tricks Contents Outlook 2013 Tips and Tricks Contents 1. Keyboard shortcuts... 2 2. Navigate the Folders Via Shortcut Keys... 2 3. Sort and Find a Message from a Specific Person at High Speed... 3 4. Edit Subject Text...

More information

History Explorer. View and Export Logged Print Job Information WHITE PAPER

History Explorer. View and Export Logged Print Job Information WHITE PAPER History Explorer View and Export Logged Print Job Information WHITE PAPER Contents Overview 3 Logging Information to the System Database 4 Logging Print Job Information from BarTender Designer 4 Logging

More information

Basic Introduction. GMFX MetaTrader 4.0. Basic Introduction

Basic Introduction. GMFX MetaTrader 4.0. Basic Introduction GMFX GMFX About Got Money FX Got Money FX is an Australian owned and operated foreign exchange brokerage firm. We pride ourselves in offering our clients an honest and ethical trading environment. Clients

More information

Lotus Notes Client Version 8.5 Reference Guide

Lotus Notes Client Version 8.5 Reference Guide Lotus Notes Client Version 8.5 Reference Guide rev. 11/19/2009 1 Lotus Notes Client Version 8.5 Reference Guide Accessing the Lotus Notes Client From your desktop, double click the Lotus Notes icon. Logging

More information

Outlook 2010 Email Computer Training Solutions Student Guide Version Revision Date Course Length

Outlook 2010 Email Computer Training Solutions Student Guide Version Revision Date Course Length Outlook 2010 Email Computer Training Solutions Version 0.3 Revision Date Course Length 2013-Mar-05 3.5 hours Table of Contents Quick Reference... 3 Outlook 2010 Main Window... 3 Icons in the Guide...

More information

A Presentation of TeachUcomp Incorporated. Copyright TeachUcomp, Inc. 2013. Mastering Outlook Made Easy for Lawyers CPE Edition v.2.

A Presentation of TeachUcomp Incorporated. Copyright TeachUcomp, Inc. 2013. Mastering Outlook Made Easy for Lawyers CPE Edition v.2. A Presentation of TeachUcomp Incorporated. Copyright TeachUcomp, Inc. 2013 Mastering Outlook Made Easy for Lawyers CPE Edition v.2.0 TeachUcomp, Inc. it s all about you Copyright: Copyright 2013 by TeachUcomp,

More information

Release Notes DAISY 4.0

Release Notes DAISY 4.0 2010 Release Notes DAISY 4.0 NEW FEATURES Inactivate/Reactivate accounts and patients Enhanced treatment planning AutoRemind electronic appointment confirmation Copyright 2010. DAISY is a registered trademark

More information

Query and Export Guide

Query and Export Guide Query and Export Guide 011712 2012 Blackbaud, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any form or by any means, electronic, or mechanical, including photocopying,

More information

Infor ERP BaanIV / Baan 5.0 / LN 6.1. User's Guide for Worktop 2.4

Infor ERP BaanIV / Baan 5.0 / LN 6.1. User's Guide for Worktop 2.4 Infor ERP BaanIV / Baan 5.0 / LN 6.1 User's Guide for Worktop 2.4 Copyright 2008 Infor All rights reserved. The word and design marks set forth herein are trademarks and/or registered trademarks of Infor

More information

BLUECIELO MERIDIAN ASSET MANAGEMENT MODULE 2014

BLUECIELO MERIDIAN ASSET MANAGEMENT MODULE 2014 BLUECIELO MERIDIAN ASSET MANAGEMENT MODULE 2014 User's Guide Manual BlueCielo ECM Solutions bluecieloecm.com December 09 2014 LEGAL NOTICE 2014 BlueCielo ECM Solutions B. V. Polarisavenue 1 2132 JH Hoofddorp

More information

INTERSPIRE EMAIL MARKETER

INTERSPIRE EMAIL MARKETER INTERSPIRE EMAIL MARKETER Interspire Pty. Ltd. User s Guide Edition 1.3 April 2009 3 About This User s Guide How to Use This User s Guide This user s guide describes Interspire Email Marketer s Graphical

More information

Email at Bradford - Outlook

Email at Bradford - Outlook This document provides guidance for staff using Office 365 with Microsoft Outlook 2010 for email at the University of Bradford. The University of Bradford retains copyright for this material, which may

More information

Access 2010: The Navigation Pane

Access 2010: The Navigation Pane Access 2010: The Navigation Pane Table of Contents OVERVIEW... 1 BEFORE YOU BEGIN... 2 ADJUSTING THE NAVIGATION PANE... 3 USING DATABASE OBJECTS... 3 CUSTOMIZE THE NAVIGATION PANE... 3 DISPLAY AND SORT

More information

Learn About Analysis, Interactive Reports, and Dashboards

Learn About Analysis, Interactive Reports, and Dashboards Learn About Analysis, Interactive Reports, and Dashboards This document supports Pentaho Business Analytics Suite 5.0 GA and Pentaho Data Integration 5.0 GA, documentation revision February 3, 2014, copyright

More information

SAS Marketing Automation 5.1. User s Guide

SAS Marketing Automation 5.1. User s Guide SAS Marketing Automation 5.1 User s Guide The correct bibliographic citation for this manual is as follows: SAS Institute Inc. 2007. SAS Marketing Automation 5.1: User s Guide. Cary, NC: SAS Institute

More information

Using FileMaker Pro with Microsoft Office

Using FileMaker Pro with Microsoft Office Hands-on Guide Using FileMaker Pro with Microsoft Office Making FileMaker Pro Your Office Companion page 1 Table of Contents Introduction... 3 Before You Get Started... 4 Sharing Data between FileMaker

More information

Client Management WalkThrough

Client Management WalkThrough PRACTICE CS Client Management WalkThrough version 2014.x.x TL 27716a (1/16/15) Copyright Information Text copyright 2004-2015 by Thomson Reuters. All rights reserved. Video display images copyright 2004-2015

More information

Registered Trademarks and Proprietary Names

Registered Trademarks and Proprietary Names User's Guide Notice of Copyright Published by Maximizer Software Inc. Copyright 1988-2013 All rights reserved. Registered Trademarks and Proprietary Names Product names mentioned in this document may

More information

EMAIL CAMPAIGNS...5 LIST BUILDER FORMS...

EMAIL CAMPAIGNS...5 LIST BUILDER FORMS... Basic User Guide Table of Contents INTRODUCTION...1 CAMPAIGNER FEATURES...1 WHO SHOULD READ THIS GUIDE?...1 GETTING STARTED...2 LOGGING IN TO CAMPAIGNER...2 DASHBOARD...3 Modify Your Dashboard...4 EMAIL

More information

MICROSOFT OFFICE OUTLOOK 2007 - LEVEL 1

MICROSOFT OFFICE OUTLOOK 2007 - LEVEL 1 MICROSOFT OFFICE 2007 MICROSOFT OFFICE OUTLOOK 2007 - LEVEL 1 Exploring Outlook Getting Help Sending and Receiving Messages Using Outlook Messaging Features Working with Components and Office Organizing

More information

GOOGLE DOCS APPLICATION WORK WITH GOOGLE DOCUMENTS

GOOGLE DOCS APPLICATION WORK WITH GOOGLE DOCUMENTS GOOGLE DOCS APPLICATION WORK WITH GOOGLE DOCUMENTS Last Edited: 2012-07-09 1 Navigate the document interface... 4 Create and Name a new document... 5 Create a new Google document... 5 Name Google documents...

More information

User Guide QAD Customer Relationship Management. Introduction Sales Management Marketing Management Customer Service

User Guide QAD Customer Relationship Management. Introduction Sales Management Marketing Management Customer Service User Guide QAD Customer Relationship Management Introduction Sales Management Marketing Management Customer Service 78-0707B QAD CRM 6.1 September 2008 This document contains proprietary information that

More information

LOYEX TRADING STATION

LOYEX TRADING STATION LOYAL BANK LTD LOYEX TRADING STATION USER GUIDE LOYEX TEAM 1/6/2011 Copyright All rights reserved www.myloyex.com 2 TABLE OF CONTENTS 1 Launching the LOYEX Trading Station page 3 2 The LOYEX Trading Station

More information

Microsoft Outlook 2010 Part 1: Introduction to Outlook

Microsoft Outlook 2010 Part 1: Introduction to Outlook CALIFORNIA STATE UNIVERSITY, LOS ANGELES INFORMATION TECHNOLOGY SERVICES Microsoft Outlook 2010 Part 1: Introduction to Outlook Spring 2015, Version 1.4 Table of Contents Introduction...3 Starting Outlook...3

More information

NDA-30141 ISSUE 1 STOCK # 200893. CallCenterWorX-Enterprise IMX MAT Quick Reference Guide MAY, 2000. NEC America, Inc.

NDA-30141 ISSUE 1 STOCK # 200893. CallCenterWorX-Enterprise IMX MAT Quick Reference Guide MAY, 2000. NEC America, Inc. NDA-30141 ISSUE 1 STOCK # 200893 CallCenterWorX-Enterprise IMX MAT Quick Reference Guide MAY, 2000 NEC America, Inc. LIABILITY DISCLAIMER NEC America, Inc. reserves the right to change the specifications,

More information

Microsoft Dynamics GP. Electronic Signatures

Microsoft Dynamics GP. Electronic Signatures Microsoft Dynamics GP Electronic Signatures Copyright Copyright 2011 Microsoft. All rights reserved. Limitation of liability This document is provided as-is. Information and views expressed in this document,

More information

Microsoft Outlook 2010 Part 1: Introduction to Outlook

Microsoft Outlook 2010 Part 1: Introduction to Outlook CALIFORNIA STATE UNIVERSITY, LOS ANGELES INFORMATION TECHNOLOGY SERVICES Microsoft Outlook 2010 Part 1: Introduction to Outlook Spring 2012, Version 1.0 Table of Contents Introduction...3 Starting the

More information

The Raiser s Edge & Microsoft Office Integration Guide

The Raiser s Edge & Microsoft Office Integration Guide The Raiser s Edge & Microsoft Office Integration Guide 013112 2012 Blackbaud, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any form or by any means, electronic, or

More information

Microsoft Outlook 2007 Getting Started

Microsoft Outlook 2007 Getting Started Microsoft Outlook 2007 Getting Started Welcome to the Microsoft Outlook 2007 Getting Started Course! Outlook 2007 Getting Started About Outlook 2007: upgraded to improve user time and efficiency. Users

More information

Getting Started Guide. Trimble Accubid Enterprise Software

Getting Started Guide. Trimble Accubid Enterprise Software Getting Started Guide Trimble Accubid Enterprise Software Revision A August 2013 F Toronto Office Trimble Canada Ltd. 7725 Jane Street Concord, Ontario L4K 1X4 Copyright and Trademarks 2005-2013 Trimble

More information

SiteBuilder 2.1 Manual

SiteBuilder 2.1 Manual SiteBuilder 2.1 Manual Copyright 2004 Yahoo! Inc. All rights reserved. Yahoo! SiteBuilder About This Guide With Yahoo! SiteBuilder, you can build a great web site without even knowing HTML. If you can

More information

Outlook. Getting Started Outlook vs. Outlook Express Setting up a profile Outlook Today screen Navigation Pane

Outlook. Getting Started Outlook vs. Outlook Express Setting up a profile Outlook Today screen Navigation Pane Outlook Getting Started Outlook vs. Outlook Express Setting up a profile Outlook Today screen Navigation Pane Composing & Sending Email Reading & Sending Mail Messages Set message options Organizing Items

More information

WebEx Meeting Center User Guide

WebEx Meeting Center User Guide WebEx Meeting Center User Guide For Hosts, Presenters, and Attendees 8.17 Copyright 1997 2010 Cisco and/or its affiliates. All rights reserved. WEBEX, CISCO, Cisco WebEx, the CISCO logo, and the Cisco

More information

NN44400-710. Avaya Aura Contact Center Performance Management

NN44400-710. Avaya Aura Contact Center Performance Management Avaya Aura Contact Center Performance Management NN44400-710 Document status: Standard Document issue: 02.03 Document date: 12 November 2010 Product release: Release 6.0/6.1 Job function: Administration

More information

email-lead Grabber Business 2010 User Guide

email-lead Grabber Business 2010 User Guide email-lead Grabber Business 2010 User Guide Copyright and Trademark Information in this documentation is subject to change without notice. The software described in this manual is furnished under a license

More information

Administrator Guide. LANDesk Service Desk Suite

Administrator Guide. LANDesk Service Desk Suite Administrator Guide LANDesk Service Desk Suite LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE This document contains information that is the proprietary and confidential property of LANDesk Software, Inc.

More information

Microsoft Outlook 2010 The Essentials

Microsoft Outlook 2010 The Essentials 2010 The Essentials Training User Guide Sue Pejic Training Coordinator Information Technology Services Email : spejic@swin.edu.au Mobile : 0419 891 113 Table of Contents What is Outlook?... 4 The Ribbon...

More information

Chapter 20: Workflow

Chapter 20: Workflow Chapter 20: Workflow 1 P a g e Table of Contents 1. About Workflow... 5 2. About this Guide... 5 3. Vital Information... 5 4. Security... 5 5. Activity... 5 6. Accessing Workflow... 6 7. Adding a Workflow...

More information

Microsoft Dynamics GP. Audit Trails

Microsoft Dynamics GP. Audit Trails Microsoft Dynamics GP Audit Trails Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting

More information

Outlook 2010 Essentials

Outlook 2010 Essentials Outlook 2010 Essentials Training Manual SD35 Langley Page 1 TABLE OF CONTENTS Module One: Opening and Logging in to Outlook...1 Opening Outlook... 1 Understanding the Interface... 2 Using Backstage View...

More information

NYS OCFS CMS Contractor Manual

NYS OCFS CMS Contractor Manual NYS OCFS CMS Contractor Manual C O N T E N T S CHAPTER 1... 1-1 Chapter 1: Introduction to the Contract Management System... 1-2 CHAPTER 2... 2-1 Accessing the Contract Management System... 2-2 Shortcuts

More information

SQ TRADING STATION User Guide & Installation

SQ TRADING STATION User Guide & Installation SQ TRADING STATION User Guide & Installation Table of content 1. Downloading the SQ Trading Station 2 2. Launching the SQ Trading Station 3 3. The SQ Trading Station User Interface 4 4. How to place a

More information

Welcome to MaxMobile. Introduction. System Requirements. MaxMobile 10.5 for Windows Mobile Pocket PC

Welcome to MaxMobile. Introduction. System Requirements. MaxMobile 10.5 for Windows Mobile Pocket PC MaxMobile 10.5 for Windows Mobile Pocket PC Welcome to MaxMobile Introduction MaxMobile 10.5 for Windows Mobile Pocket PC provides you with a way to take your customer information on the road. You can

More information

Introduction to IMAP Email with Outlook 2003

Introduction to IMAP Email with Outlook 2003 Introduction to IMAP Email with Outlook 2003 Version 4 August 2006 Massachusetts Institute of Technology Outlook 2003 Eudora Feature Comparison Eudora Outlook Page Mailboxes Mailbox Folders p. 4, 5, 10,

More information

Results CRM 2012 User Manual

Results CRM 2012 User Manual Results CRM 2012 User Manual A Guide to Using Results CRM Standard, Results CRM Plus, & Results CRM Business Suite Table of Contents Installation Instructions... 1 Single User & Evaluation Installation

More information

IBM Unica emessage Version 8 Release 6 February 13, 2015. User's Guide

IBM Unica emessage Version 8 Release 6 February 13, 2015. User's Guide IBM Unica emessage Version 8 Release 6 February 13, 2015 User's Guide Note Before using this information and the product it supports, read the information in Notices on page 403. This edition applies to

More information

WEBTrader. User Guide

WEBTrader. User Guide WEBTrader User Guide Table of Contents Creating a Demo account How to log in Main Areas of the WebTrader Market Watch Favorites Adding Favorites Spot Panes Charts Adding New Chart Using Charts Chart Options

More information

Ontrack PowerControls User Guide Version 8.1

Ontrack PowerControls User Guide Version 8.1 ONTRACK POWERCONTROLS Ontrack PowerControls User Guide Version 8.1 Instructions for operating Ontrack PowerControls in Microsoft SQL Server Environments APRIL 2015 NOTICE TO USERS Ontrack PowerControls

More information

Microsoft Dynamics GP. SmartList Builder User s Guide With Excel Report Builder

Microsoft Dynamics GP. SmartList Builder User s Guide With Excel Report Builder Microsoft Dynamics GP SmartList Builder User s Guide With Excel Report Builder Copyright Copyright 2008 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility

More information

Contents COMBO SCREEN FOR THEPATRON EDGE ONLINE...1 TICKET/EVENT BUNDLES...11 INDEX...71

Contents COMBO SCREEN FOR THEPATRON EDGE ONLINE...1 TICKET/EVENT BUNDLES...11 INDEX...71 Combo Screen Guide 092311 2011 Blackbaud, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any form or by any means, electronic, or mechanical, including photocopying,

More information

Appendix A How to create a data-sharing lab

Appendix A How to create a data-sharing lab Appendix A How to create a data-sharing lab Creating a lab involves completing five major steps: creating lists, then graphs, then the page for lab instructions, then adding forms to the lab instructions,

More information

DESIGN A WEB SITE USING PUBLISHER Before you begin, plan your Web site

DESIGN A WEB SITE USING PUBLISHER Before you begin, plan your Web site Page 1 of 22 DESIGN A WEB SITE USING PUBLISHER Before you begin, plan your Web site Before you create your Web site, ask yourself these questions: What do I want the site to do? Whom do I want to visit

More information

TimeValue Software Due Date Tracking and Task Management Software

TimeValue Software Due Date Tracking and Task Management Software User s Guide TM TimeValue Software Due Date Tracking and Task Management Software File In Time Software User s Guide Copyright TimeValue Software, Inc. (a California Corporation) 1992-2010. All rights

More information

Symantec Enterprise Vault

Symantec Enterprise Vault Symantec Enterprise Vault Guide for Microsoft Outlook 2003/2007 Users 10.0 Full Outlook Add-In Symantec Enterprise Vault: Guide for Microsoft Outlook 2003/2007 Users The software described in this book

More information

MICROSOFT OFFICE ACCESS 2007 - NEW FEATURES

MICROSOFT OFFICE ACCESS 2007 - NEW FEATURES MICROSOFT OFFICE 2007 MICROSOFT OFFICE ACCESS 2007 - NEW FEATURES Exploring Access Creating and Working with Tables Finding and Filtering Data Working with Queries and Recordsets Working with Forms Working

More information

ShoreTel Enterprise Contact Center 8 Using Agent Toolbar

ShoreTel Enterprise Contact Center 8 Using Agent Toolbar ShoreTel Enterprise Contact Center 8 Using Agent Toolbar November 2012 Legal Notices Document and Software Copyrights Copyright 1998-2012 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.

More information

Ross Video Limited. DashBoard Server and User Rights Management User Manual

Ross Video Limited. DashBoard Server and User Rights Management User Manual Ross Video Limited DashBoard Server and User Rights Management User Manual DashBoard Server and User Rights Management User Manual Ross Part Number: 8351DR-004A-01 Release Date: March 22, 2011. Printed

More information

Last Revised: 2/16/2010. Microsoft Office SharePoint 2007 User Guide

Last Revised: 2/16/2010. Microsoft Office SharePoint 2007 User Guide Last Revised: 2/16/2010 Microsoft Office SharePoint 2007 User Guide Table of Contents OVERVIEW...3 Accessing SharePoint Site...4 Document Library...5 Viewing a File...5 Uploading File(s)...8 Check Document

More information

This document is provided "as-is". Information and views expressed in this document, including URLs and other Internet Web site references, may

This document is provided as-is. Information and views expressed in this document, including URLs and other Internet Web site references, may This document is provided "as-is". Information and views expressed in this document, including URLs and other Internet Web site references, may change without notice. Some examples depicted herein are

More information

Quickstart Tutorial. Bradford Technologies, Inc. 302 Piercy Road, San Jose, California 95138 800-622-8727 fax 408-360-8529 www.bradfordsoftware.

Quickstart Tutorial. Bradford Technologies, Inc. 302 Piercy Road, San Jose, California 95138 800-622-8727 fax 408-360-8529 www.bradfordsoftware. Quickstart Tutorial A ClickFORMS Tutorial Page 2 Bradford Technologies. All Rights Reserved. No part of this document may be reproduced in any form or by any means without the written permission of Bradford

More information

PORTAL ADMINISTRATION

PORTAL ADMINISTRATION 1 Portal Administration User s Guide PORTAL ADMINISTRATION GUIDE Page 1 2 Portal Administration User s Guide Table of Contents Introduction...5 Core Portal Framework Concepts...5 Key Items...5 Layouts...5

More information

OUTLOOK 2013 - GETTING STARTED

OUTLOOK 2013 - GETTING STARTED OUTLOOK 2013 - GETTING STARTED Information Technology September 1, 2014 1 GETTING STARTED IN OUTLOOK 2013 Backstage View Ribbon Navigation Pane View Pane Navigation Bar Reading Pane 2 Backstage View contains

More information

Non-Profit Solution for Microsoft Dynamics CRM

Non-Profit Solution for Microsoft Dynamics CRM Non-Profit Solution for Microsoft Dynamics CRM 1 Non-Profit Solution for Microsoft Dynamics CRM Users Guide Table of Contents Introduction... 2 Overview... 2 Default Objects... 2 Screen Elements... 3 Required

More information

Microsoft SharePoint 2010 End User Quick Reference Card

Microsoft SharePoint 2010 End User Quick Reference Card Microsoft SharePoint 2010 End User Quick Reference Card Microsoft SharePoint 2010 brings together the people, documents, information, and ideas of the University into a customizable workspace where everyone

More information

Introduction to Microsoft Access 2003

Introduction to Microsoft Access 2003 Introduction to Microsoft Access 2003 Zhi Liu School of Information Fall/2006 Introduction and Objectives Microsoft Access 2003 is a powerful, yet easy to learn, relational database application for Microsoft

More information

Importing Contacts to Outlook

Importing Contacts to Outlook Importing Contacts to Outlook 1. The first step is to create a file of your contacts from the National Chapter Database. 2. You create this file under Reporting, Multiple. You will follow steps 1 and 2

More information

Mail tips. Set a reminder to reply to a message. Right-click the message you want to set the reminder for, point

Mail tips. Set a reminder to reply to a message. Right-click the message you want to set the reminder for, point Mail tips Set a reminder to reply to a message Right-click the message you want to set the reminder for, point to Follow Up, and then click Add Reminder. In the Due By list, click the date when you have

More information

WatchDox for Windows. User Guide. Version 3.9.5

WatchDox for Windows. User Guide. Version 3.9.5 WatchDox for Windows User Guide Version 3.9.5 Notice Confidentiality This document contains confidential material that is proprietary WatchDox. The information and ideas herein may not be disclosed to

More information

Version Comparison MAXIMIZER CRM 2016. Published By. DATA SHEET Version Comparison 1

Version Comparison MAXIMIZER CRM 2016. Published By. DATA SHEET Version Comparison 1 DATA SHEET Version Comparison MAXIMIZER Published By DATA SHEET Version Comparison 1 Version Comparison, released October 14, 2015, includes many new features and enhancements designed to deliver increased

More information