Campaigns
Keep your customers engaged with CINNOX Campaigns. This broadcast messaging feature lets you bulk-send messages and communication campaigns to target audiences worldwide.
Campaigns are available for SMS and WhatsApp and will support more channels soon.
Create and send scalable campaigns according to your target recipients and message content. SMS and WhatsApp campaigns are mainly used to send promotional or transaction-related messages for marketing purposes.
Types of Campaigns
CINNOX lets you create a campaign of any of the following types:
SMS Standard Campaign
SMS Standard Campaigns lets you send messages to your target recipients using a spreadsheet template.
Refer to this Guide's Creating SMS Standard Campaign section for more details.
SMS Dynamic Campaign
SMS Dynamic Campaigns let you send the same message to multiple target recipients. You may also personalise each recipient's message using variables like weblinks, first and last names, or other customisations on your template.
Refer to this Guide's Creating SMS Dynamic Campaign section for more details.
WhatsApp Campaign
WhatsApp Campaign is a broadcast message feature that lets you run your campaigns to your customers anywhere in the world through the WhatsApp channel supported by the 360dialog WABA.
For details about connecting the 360dialog WABA to CINNOX, please refer to 360dialog (WhatsApp BSP).
Refer to this Guide's Creating Whatsapp Campaign section for more details.
Campaign Templates
Templates are ready-made message contents that staff members can use or insert in their Dynamic Campaigns. CINNOX lets staff members create or import Campaign Templates; therefore, they don't have to compose messages from scratch every time they launch a campaign.
- Refer to the SMS Templates section of this Guide to learn how to create SMS Templates.
- Refer to the WhatsApp Templates section of this Guide to learn how to sync and create WhatsApp Templates in 360dialog.
Submitted Campaigns
Campaigns Pending For Approval or In Progress means scheduled for sending lists under Submitted Campaign.
To search for submitted campaigns, type in the campaign name in the search box. Relevant results display on the campaign list.
You can select one of the campaign types, All, WhatsApp or SMS or the following campaign status to search for your required campaign:
- All Status
- Scheduled on
- Pending for Approval
- In Progress
Approve / Disapprove Campaigns
Staff with administrators, managers, leaders, and custom roles with campaign permission can be assigned as approvers to the campaign.
To approve or disapprove of a campaign:
- From the dashboard navigation pane, click Campaigns > Submitted Campaign. On the status column, there will be ā and ā.
- Click on to approve a campaign or click on to disapprove it.
To approve or disapprove a campaign and include comments or edits:
- Open the campaign details. You have the option to add notes in the comment text box.
- You can also edit the campaign schedule (Time zone, Frequency, Date, or Time).
- Click Approve to approve the campaign or Disapprove to disapprove it. Approved campaigns will stay under the Submitted Campaign list, while disapproved ones will be moved to the Draft Campaign list.
Delete an Approved Campaign
To delete an approved campaign from being sent out:
- From the dashboard navigation pane, click Campaigns > Submitted Campaign.
- In the search box, search for the campaign you wish to delete.
- From the search results, click on the campaign to open its details.
- Click Delete. A pop-up window will appear with the following message: "Are you sure you want to delete this campaign? You cannot undo this action."
- Click Delete to confirm. The deleted campaign will be deleted and disappear from the Submitted Campaigns list.
Revoke an Approved Campaign
To revoke or stop an approved campaign from being sent out:
- From the dashboard navigation pane, click Campaigns > Submitted Campaign.
- In the search box, search for the campaign you wish to revoke.
- From the search results, click on the campaign to open its details.
- Click Revoke. A pop-up window will appear with the following message: "This campaign will be cancelled and moved to the Draft Campaign list. Are you sure you want to proceed?"
- Click Revoke to confirm. The revoked campaign will then be moved to the Draft Campaign list.
Duplicate a Campaign
To duplicate or make a copy of an existing campaign:
- From the dashboard navigation pane, click Campaigns > Submitted Campaign.
- In the search box, search for the campaign you wish to duplicate.
- Click on the correct campaign from the search results to open its details.
- Click Duplicate. A new campaign containing all the details from the original will be created.
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Edit the following details as necessary before saving or sending for approval:
- Campaign Name
- Recipient Numbers and Content in the Standard Template file
- SMS Sender ID
- Use of suggested variables (if available)
- Schedule (Time zone, Frequency, Date, and Time)
-
Click Send for Approval, then select Approver. Otherwise, click Save and move the campaign to the Draft Campaign list.
Draft Campaigns
Campaigns that have been Draft, Failed, Disapproved or Canceled will be listed on the Draft Campaigns page.
To search for draft campaigns, type in the campaign name in the search box. Relevant results display on the campaign list.
You can select one of the campaign types, All, WhatsApp or SMS or the following campaign status to search for your required campaign:
- All Status
- Cancelled
- Drafted
- Disapproved
- Failed
Edit and send approved drafted and disapproved Campaigns
You can continue changing drafted or disapproved campaigns before sending them for approval.
- From the dashboard navigation pane, click Campaigns > Draft Campaign
- Double-click a campaign name, click the More(...) on its right and select View Campaign.
-
Click on Edit to make changes in any of the following details in the campaign:
- Recipients
- Campaign Name
- SMS Sender ID
- Content
- Schedule (Time zone, Frequency, Date, and Time)
-
Click on the Send for Approval button at the bottom of the screen.
- On the Select Approver pop-up window that will appear, select the staff required to approve your campaign.
- Click on Select to proceed. The campaign will then be moved to the Submitted Campaign list and a CINNOXBot chat, and an email will be sent to the selected Staff Admin, alerting them about the campaign pending approval.
Delete drafted, disapproved, and cancelled Campaigns
A. To delete multiple drafted, disapproved, or cancelled campaigns:
- From the dashboard navigation pane, click Campaigns > Draft Campaign
- On the displayed campaigns list, tick the buttons before the campaign names you wish to delete. The total number of campaigns selected and the Delete icon will appear at the top of the list.
- Click Delete.
- On the pop-up window that will appear, click on Delete to confirm the action. The deleted campaigns were removed from the campaign list.
B. To delete Campaigns one by one:
- From the dashboard navigation pane, click Campaigns > Draft Campaign, then find the campaign name you wish to view its details before deleting.
- Click the More(...) on the right, then select View Campaign.
- Inside Campaign Details, click Delete.
- On the pop-up window that will appear, click on Delete to confirm the action. The deleted campaign was removed from the campaign list.
Sent Campaigns
Campaigns that have been Sent will be listed under Sent Campaign.
You can view and download the details of sent SMS and sent WhatsApp campaigns, including the campaign creator, the sender (SMS sender ID or WhatsApp channel name), the subject (WhatsApp campaign name), total recipients, dates and times sent, and the campaign's message status.
The campaign's message status is shown below:
| Status | Description | Remark |
|---|---|---|
| Delivered | The total number of campaign messages that were successfully sent to recipients. | In WhatsApp and SMS Campaign |
| Read | The total number of campaign messages read by recipients. | In WhatsApp Campaign only |
| Replied | The total number of replies is due to clicks on the buttons or web links to the campaign message. The following are the criteria for the reply count for the "replied status". * Reply via buttons: The replies to the campaign message through multiple clicks on the button from the same recipient will be counted once only. * Reply via web links: One click on the web link from a recipient will be counted as one reply, and multiple clicks on the web link from the same recipient will be counted as multiple replies. | In WhatsApp Campaign only |
| Pending | The campaign message was successfully sent from CINNOX, but it is still waiting for a "Delivered" response from the 360dialog to the recipients. | In WhatsApp Campaign only |
| Failed | The total number of campaign messages that failed to send to recipients. | In WhatsApp Campaign only |
To search for submitted campaigns, type in the campaign name in the search box. Relevant results display on the campaign list.
You can select one of the channel types of the Campaign, All, WhatsApp or SMS, or the following time frame to search your sent campaigns:
- All (All time)
- Today
- Yesterday
- Last 7 Days
- Last 30 Days
- Last 90 Days
- Custom
When you select Custom, you can set the date and time as your specific time frame for searching the sent campaigns.
Download Sent Campaign Details
To download the details of the sent Campaign,
- From the dashboard navigation pane, click Campaigns > Sent Campaign, and find the Campaign you wish to download the details.
- Click on the Download icon - zip file downloaded to your computer.
- Unzip and open the file to view the campaign details.
Important
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In CINNOX, a single (1) SMS is limited to 160 chars for English text while 70 chars for non-English text (universal code), E.g., Chinese and Japanese scripts.
If the SMS text exceeds the single SMS limit, it splits into smaller messages for transmission.
A. SMS with English chars > 160 splits into 153-char per sent.
E.g., SMS with 161 chars - will be sent as 2 SMS, first with 153 chars and the second with 8 chars.B. SMS with non-English chars > 70 splits into 67-char per sent.
E.g., SMS with 71 chars - will be sent as 2 SMS, first with 67 chars and the second with 4 chars.
- When an SMS is combined with English and non-English chars, 1 non-English char is regarded as non-English text.
Smart Calling
Smart Calling is CINNOX's auto-dialler feature that lets you run a call tree or make an outbound call campaign to your target customers by automatically dialling phone numbers immediately after each call. With Smart Calling, you don't have to worry about memorising a long list of phone numbers, so you can focus instead on gathering relevant customer information and creating memorable interactions with them.
Refer to the Smart Calling section of this Guide for more information.