Create a Proactive Email Campaign
  • 04 Oct 2022
  • 4 Minutes To Read
  • PDF

Create a Proactive Email Campaign

  • PDF


Create a Proactive Email Campaign to proactively communicate with Customers through email.

Before you start

Before you configure and create a Proactive Email Campaign, we recommend that you first review the following:

Create a Proactive Email Campaign

Remember to have the Email Answer ready before you proceed to create the Email Campaign.

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Proactive Conversations category, click Proactive Email.
  4. The Proactive Email page lists Email Campaign(s) that have been created.
  5. From the Proactive Email page, click Create Campaign.
  6. Enter the following information about the Campaign
    • Campaign Name – Enter a name that helps you identify what the Campaign is for.
    • Description – Provide a brief description of what the Campaign is for.
    • Email Address – Select the email address the Campaign will use to send emails for the Campaign.
      • Note – Replies to an Email Campaign route to the Inbox linked to the email address.
    • Language – Select the language the Email Answer is created under.
    • Answer – Lists Email Answers created based on the language chosen. Select the appropriate Email Answer you created for this Campaign.
    • Campaign Schedule – Configure the time frame when Email Campaign messages are allowed to go out.
      • Note – If the Email Campaign’s start date/time (configured in the Add Recipients page) falls outside the Campaign’s schedule, then outreach begins on the next email send window. Emails are sent based on the recipient’s prescribed timezone on the CSV.
        • Closed checkbox – Check the Closed box if you don't want emails sent on a particular day. The Closed is checked by default, so uncheck the Closed box to allow emails to be sent on a particular day.
    • Click Create Campaign.

Once your Email Campaign is created, next, you'll need to add the recipients that will be contacted as part of the outreach for the Campaign.

Add Recipients

  1. To the right of the Campaign you created, click the kebab icon (three dots), then click Edit Recipients.
  2. From the Campaign’s outreach status page, click Add Recipients.
    Enter the following information:
    • Campaign Details – This section shows the meta details of the Email Campaign.
    • Recipients – Click CSV Template to download a CSV template to upload your recipient list. The template is pre-populated with rows with sample timezones and email addresses in the correct format.
      • Edit the CSV template:
        • Enter the recipient’s timezonein column A based on their primary location.
        • Enter the recipient's email address in column B.
        • Enter the recipient's name in column C.
          • For column A/timezones, use the TZ database name found here.
          • For column C/name, the name used here is used to replace the Customer’s First Name variable in the Email Answer greeting.
        • Save the CSV as Comma Separated Values.csv or CSV UTF-8 only and use a name that allows you to easily identify the recipient list.
  3. Once your CSV is saved, click Upload CSV to upload your recipient list (CSV).
  4. Outreach Date/Time –Select a date/time when you want your Proactive Email Campaign to begin. For example, If you are setting up your Campaign on the 3rd of the month but want to start the automated emails to go out on the 15th of the month, select the 15th as the start date. You can choose a time and any month in the future.
    • Should outreach end on a certain date/time? checkbox – Check this box If you want the Email Campaign to end on a specific date/time and you can specify the end date/time. Without an end date/time, a Campaign will be marked as "Completed" once it goes through the entire recipient list.
    • Note – If the outreach date and time fall outside the Email Campaign's schedule (on the Email Campaign’s details page), outreach will begin on the next Email send window.
    • Note – Some recipients may not be contacted if the outreach end/date time is reached before everyone is contacted. See email send limits for more information.
  5. Click Save.

The outreach will begin on the outreach date/time you selected.

*Watch Out - Specify the correct timezone on the CSV
When entering the timezone on the CSV, use the TZ database name found here. The default timezone used to email Customers is set by your organization's time. Because the Customers you email may be in different time zones, you will need to specify a timezone for each recipient on your list. Know where your Customers are so they receive emails at the most opportune times. For example, if your organization's timezone is America/New_York (EST) and your Email Campaign start time is 9 AM, if you have Customers on your recipient list that lives in Los Angeles (America/Los_Angeles) and you don't enter their timezone as America/Los_Angeles, you'll be contacting them at 6 AM.
Tip - Return to the Email Campaign list
Click < Proactive Email on the top left area of the Campaign Status page to return to the Email Campaign list.

Add multiple recipients

An Email Campaign can contain one or multiple recipient outreach lists. Suppose you created a “Policy Update” Email Campaign to notify Customers of your updated policy. The “Policy Update” Email Campaign can have multiple CSV lists uploaded where each CSV is segmented by different email contacts and a different outreach date/time.

Click Add Recipients to add and upload another CSV of email contacts you’d like to contact as part of the Email Campaign.

CSV upload error

If your CSV cannot be uploaded due to an error, you may see an error message with a link to download the error log. Click Download error log to view the CSV log.

Look under column A in the error log to see what caused your upload to fail.

Invalid Timezone

  • Make sure you are using the correct timezone format using the TZ database.

Wrong Number of Fields

  • There should only be two columns in your CSV: timezone, and email_address. Remove any extra columns.
  • Save the CSV as Comma Separated Values.csv or CSV UTF-8 only.

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