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How to Create a New Campaign in Proactive Campaigns

How to Create a New Campaign in Proactive Campaigns

Creating and sending mass email campaigns is the primary function of the Proactive Campaigns application. This time, we are going to show you how to create and send a new campaign using our plugin.

Take into account that this guide shows the traditional method of campaign creation. However, we have recently enhanced the workflow with our new campaign editor. To discover how to activate the new editor and create campaigns with it, click here.

So, click Create Campaign on the Campaigns tab to get started.

1. Campaign

The app will display the first stage of campaign creation, where you need to provide it with the following information:

  • Campaign Name;
  • Tags (optional) - when the campaign is sent, the app creates tickets (for each email) and adds tags pointed at this stage to them;
  • Share (optional) - a checkbox permits sharing a campaign between agents.

Click the Next button to move to the next step.

Campaign Stage

2. Select Target List

On the Select Target List step (the second stage of a campaign), you will have three ways to reach a target audience: through the User list, Ticket list, or Import User list.

Select Targert List

  • User list - a list that contains contacts filtered by specific criteria (conditions).
  • Ticket list - contains already created tickets filtered by specific criteria (conditions).
  • Import User list - allows uploading a CSV file with target contacts. These contacts must previously be added to your Zendesk instance.

3. Email

Next, go to the Email step and fill in the required Subject line and email Body. Besides, you can edit the email Body using the instrument panel of the Rich-text editor.

Rich Code Editor

Another way to make a unique email is to use the Source code editor and write it with the HTML code.

Source Code Editor

Also, delve deeper into the Source code editor with the Usage guide: 'the Source Code Editor Work'

Above the Rich-text and Source code editors, you will see additional email body options:

  • Import from Macros: applies Zendesk macros to an email campaign;
  • Select Templates: stores saved email templates with formatted text, images, and links;
  • Body preview: shows how the email looks to clients;
  • Expand editor: increases editor size.

Macros and Templates

What are Zendesk Macros and How to Create Them?

If you click Select Templates, you can choose email templates you've already saved, or click Manage Templates to edit them and create new ones.

Manage Templates

In addition, adjust the following settings:

  • Attachments - add specific files to your emails.
  • Customer Rate or Feedback - inserts rate or feedback to the email so that customers will evaluate the campaign or service you provide.
  • Internal note - if the 'Internal note' box is toggled on, the app will send tickets within a campaign as internal notes, and requesters won't receive an email notification. It works similarly to Zendesk tickets, and it's useful if you want to inform your agents only.
  • Track email opens - tracks whether or not emails were read by receivers (available with the Email Tracking add-on).


Tickets Configurations

Afterward, go to the Tickets Configurations tab (the last stage of a campaign's creation), and select or fill in the following fields:

1. Ticket Form - if you have predefined ticket forms in your Zendesk instance, you can use one to create all the tickets from this campaign.

Ticket Form

2. Ticket Fields - they will appear when you choose one of the predefined ticket forms. You will have to fill in the ticket fields you’ve set as necessary when creating the ticket form (you can modify the list in the Admin tab of your Zendesk instance).

Fill Out Fields

3. Schedule your campaign - you can set your campaign for a specific date and time according to the time zone settings in your Zendesk account. To change your time zone, go to Admin Center > Account > Appearance > Localization.

Schedule A Campaign

4. Also, select Assignee Group/Agent, add an Alias, set Brand's parameters, Ticket Status, and CCs.

Note: not all the fields are obligatory to start the campaign. The fields necessary to start your email follow-ups are marked with the asterisk sign (*).

Status CCs

Finally, click on Save or Save and Run if the campaign is not scheduled. You can also save a campaign as a Draft or send them to test recipients before launching it.

How to send a campaign to test recipients you will find in this article: How to Send Test Emails in Proactive Campaigns

By the way, here is a trick that allows sending a new campaign directly from the Views tab. So, click the Send Email to List button in the top right corner of the Views tab. Then, the app opens the same Create Campaign page described above in this article.

Send Email To List

If you still have any questions about the test emails or suggestions, please contact our support team.

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