How to run SMS campaigns in bulk via Proactive Campaigns

Proactive Campaigns is available for running not only bulk emailing but SMS campaigns. To start the process, you need to perform several actions in the Zendesk instance and launch the Campaign in the usual way. Let’s show you how.

At first, go to the Admin Center > Channels > Messaging and social > Text.

Next, select the Numbers tab, click on Add number, or choose the one from the list to be shown as the sender contact (if there is one).

Then, choose the number, click Next to check the choice, and finish the activation process. By the way, this number will be displayed in the Active Numbers section.

The next step is setting the trigger. To perform it, go to the Admin Center > Objects and rules > Business rules > Triggers > Add trigger.

The next step is choosing conditions for the trigger, as shown in the screenshot below.

Set the following conditions:

“Comment - Is - Public”

“Is campaign - Is - Checked”

Besides, we can create one more condition: “Tags - Containing at least one of the following - sms.” So, this tag pointed at the first stage of the campaign will activate this trigger, and you will be able to launch an sms campaign.

Then, scroll down the page and set the following action: “Text user - (requester).”

Also, choose the sender’s number (Zendesk’s number) and add this shortcode {{ticket.latest_comment.value}} in the Body field. Click Create to activate the trigger.

Now we are going to show how to create a new SMS Campaign briefly.

Go to the Proactive Campaigns app and create a new contact list with any necessary conditions. Check out the whole process: How to create a Contact list and Ticket list in Proactive Campaigns.

Make sure you’ve added phone numbers to the needed contacts, as in other cases, the messages will be sent only to email addresses.

Then create the campaign with the Target list as usual, and the SMS will be sent automatically to contacts from the chosen list.

Also, you can send SMS to contacts from your CSV file. To do it, don't forget to create the Phone number column in your file and insert the number in the following format: +XYYYZZZZZZZ, where X is the country code, Y - is a mobile operator code, and Z - is a personal phone number. Read more about how to import users with a CSV file.

And that’s all for today! We hope this article was helpful for you. If you need to ask something, feel free to contact our support team.