Customer Engagement User Guide

Text campaigns require a phone number. You can use a phone number in your account, order a new phone number, or port a phone number from a previous carrier to use with your campaign. If you use an existing phone number, please note that any previous messages associated with this number will be lost.

Create text campaigns to send custom messages to customers in bulk.

Before you begin: You must be set up as a user and be assigned the admin or manager role. Customize your settings before you create a campaign.

About this task: Text campaigns require a phone number. You can use a phone number in your account, order a new phone number, or port a phone number from a previous carrier to use with your campaign.

1. Sign in to our GoTo desktop/web app.
2. Optional: To change the phone number the text campaign is sending from:
   1. Select Engage > Settings > General.
   2. Select the desired number from the drop-down menu.
   3. Select Save.
3. From Engage > Campaigns, select + Add Campaign.
4. Enter a campaign Name. Then select Next.
5. Select recipients from your contact list or import a CSV of the contacts you want to message. A template is available if needed. Then select Next.
   Note: Imported contacts will become shareable with your team and can be accessed from Contacts > Shared contacts.

Optional: You have the ability to send a test campaign to a single phone number. There is an associated credit cost per test.

6. Write your message you would like to send. The following features are available to customize your campaign:

• Variables — Use contact and company variables to personalize your campaign messages.

Note: To edit company and contact variable information, navigate to Engage > Settings > Variables.

• Emojis
• Templates — You can use an existing template or save your current message as a template for future use.
• Surveys — Select an existing survey to add to your text campaign. If you haven't created a survey or need to create a new one, click here for instructions.
• If you have not already enabled an opt-out message or prepend a company name, you will be prompted with the option to enable these settings.

Note: Messages longer than 160 characters will be split into multiple messages.

7. Select Next.
8. Schedule when you want your campaign to be sent and then select Next.
9. Review the campaign for accuracy and then select Send campaign.

Note: If any changes are needed, you can use the Cancel or Save draft options which will take you to the list of campaigns where you can then select the desired campaign to Edit or Delete before sending (if applicable).

What to do next: To view a campaign's performance and details, navigate from Engage > Campaigns to see the text campaign overview page. All recipient responses will be available to interact with from your Inbox in the left navigation menu.

Using our shared inbox allows your team members to see and respond to any message responses with your shared contacts.

About this task: You need to have completed at least one of the following before you can use the shared inbox:

• Set up a text campaign
• Set up a webchat on your website
• Set up a Facebook business account
• Set up an Instagram business account

1. Sign in to our GoTo desktop/web app.
2. In the left navigation, select Inbox > Shared.

Tip: If you are in the Private inbox, you will see your direct messages just as you would if you were in the Messages section of the GoTo app. Use the arrows to navigate to the Shared inbox and engage with messages.

3. Select a message to engage with:

• Assigned to me — messages that are assigned to the logged in agent.
• Unassigned — messages that have not been assigned to an agent. To assign the chat, select Assign to me.
• Resolved — messages that have been resolved by an agent.

4. Choose what you want to do:

• To send an attachment, use the paperclip icon.

Tip: MMS files include images, videos, pdfs, etc. You can send up to 5 files in a single message with a maximum size of 2MB per file.

• To edit the contact information, select the Contact > Contact information > Edit.Tip: If you are adding a new contact, you can link the conversation to them or an existing contact.
• To flip a chat to a phone call, select the Contact > Call.
• To flip a chat to a meeting room, select the Contact > Start meeting.
• To opt-out a contact from a campaign if applicable, select the Contact > Mark as opted out.
• To view a contact's conversation history, select the Contact > Conversation history.
• To organize your chats, select +Add tag.
• To unassign a chat, select the carrot icon next to Resolve and then select Unassign conversation.Note: This action will move the chat back into Unassigned for another agent to pick up.
• To end a chat, select Resolve.

Note: When new chat conversations are received, you will also see a pop-up notification in the bottom left of the GoTo app with the name of the person who chatted in (when applicable) and your current number of unread chats. This will display regardless of where you are in the app. Audible notifications can be set up from Your profile icon > Settings > Voice > Audio > Message tone.

What to do next: Admins can customize the following shared inbox settings by navigating to Engage > Shared Inbox > Settings:

• End user and agent message read receipts
• Typing indicators
• Language
• After-hours
• Channel setup for Webchat, Facebook, and Instagram

Customize your campaign settings and user roles to optimize its performance and achieve your needs.

Before you begin: You must be set up as a user and be assigned the Admin role.

1. Sign in to our GoTo desktop/web app.
2. Optional: From Engage > Settings, select the applicable tab to edit the following settings if desired:

Important: If any changes are made, be sure to press Save before moving to the next tab.

• General tab:
  • Phone Number — Change which phone number the campaign messages will come from.
• Campaigns tab:
  • Company name — Enter a company name. This company name appears if the prepend company name feature is enabled.
  • Prepend Company Name — Enabling this feature will add the company name to the beginning of a text campaign.
  • Opt-Out Message — Enabling this feature will automatically remove a contact from the campaign if they reply with "STOP, END, CANCEL, UNSUBSCRIBE, or, QUIT".
  • Opt-Out Confirmation Message — Enabling this feature will send a confirmation message to the contact when they opt-out of a campaign.
• Variables tab:
  • Account Variables — Add your account information such as company name, address, email and phone number. Team members can use these variables in a campaign and inbox messages.
  • Contact Variables — Contact variables allows you to personalize your campaign with the contact's name. If a contact does not have a value for one of the variables, you can add a default value.
• Users & Roles tab:
  • Employee — Ability to access the inbox and can respond to message responses.
  • Manager — Ability to create and sent text campaigns, surveys and templates.
  • Admin — Ability to manage text campaign settings, shared inbox settings, and edit user's roles.

3. Select Save.