We are going to be reviewing campaigns and the campaign builder. These can be accessed from the admin menu by clicking on Campaigns. Over on the far right, there are different types of campaigns that can be built in volley. Different communication types. As far as campaigns go, we support email, export list, phone and SMS message campaigns. All of the different methods of communication can be used to communicate with a customer. So that's email, text and phone call. By building out different campaigns, I'm going to open up a phone campaign and do a quick review of each tab that's available on the phone campaign. In the top bar where you have the campaign name, you have some details regarding that campaign specifically.
So each campaign has a name that can be used to identify the type of customers that are being targeted or the reason for communication for this particular campaign, the organization that the campaign belongs to, the communication type. So whether this is a phone, SMS message, email or export list campaign, every campaign will have a start date, which should be today or any date in the past. And then optionally you can also set an end date on a campaign. That date should be some point in the future. When that end date comes, the campaign would automatically be deactivated. Campaigns also have a unique volley id. This is used more so by the volley team to identify a unique campaign within our entire system. Lastly, you have the status of the campaign in this window. Campaigns can be either active or inactive.
Only an active campaign can host communications, so any communication can only come through an active campaign. Inactive campaigns will not support communications going along the tabs for the campaign on the left hand side. Again, I'm looking at a phone campaign, but they're listed alphabetically at the very top. I have ADF emails. ADF emails can be used to direct leads into a campaign. ADF is a format that's used to pass data. it's specifically used for automotive data. A lot of CRMs use ADF formats to receive leads from lead providers. If you provision an ADF email address on your campaign, you can provide that ADF email address to lead providers or to a CRM so that they can send in leads to this campaign in that ADF format, you're able to provision one or many, if necessary, on your campaigns.
The next tab down is affinity. Affinity is a setting that can be used to lock a specific campaign customer onto a particular agent for a set period of time. This makes it so that the designated agent is the only agent who can make outbound communications to that customer on this particular campaign. This is oftentimes used with sales leads. If a BDC agent maintains ownership of that lead over a set period of time, this can be enabled or disabled. If you choose to turn affinity on, you can set the days that affinity relationship would explain. Meaning if the agent hasn't attempted contact to that campaign customer within that set period of time, whatever days you allot, they would lose that affinity relationship with that campaign customer and that campaign customer could be contacted by any agent outside of that time limit.
The next tab down is Alerts. Alerts can be used to notify dealership employees about certain outcomes on your campaign. These are disposition driven email notifications that would be sent out to your employees. So if a specific disposition is selected, you can set up different recipients at the store level to receive a templated email giving them information about that customer or that specific communication that was triggered by the designated disposition. So the Alerts tab helps you configure those settings for those email notifications. Next up is the Billing tab. The Billing tab can be used to capture activities on this campaign based on certain thresholds. So for example, you can set a budget on a campaign that would only allow a set number of phone calls to be made on that campaign per each day, or each week, or each month, etc.
This allows you to throttle the activity on a campaign so that you can space out that campaign over time. If you don't want to burn through all of these records in this campaign as quickly as possible, the Billing tab allows you to set limits on how many communications can be made on this campaign within a certain time frame. The next tab down is Call Center Hours. Call Center Hours dictates the hours during which inbound phone calls should be directed to the queue for an agent to potentially answer and then outside of those hours the calls would be sent to voicemail. These hours can be configured by day of the week. You also have the option to list one day of the week as completely closed.
If the call center hours are closed on a particular day, calls would go directly to voicemail on that day. Next tab down is Campaign Types Think of campaign types like a label. This allows us to tag campaigns with certain attributes that can be used when filtering in your volley reports. So for example, some really common ones that we use are sales or service. You can use the campaign types to tag a campaign as a sales campaign or a service campaign. You can also use tags to designate if the campaign is a revenue generating campaign or if it's a non revenue generating campaign, for example csi. So those tags can be applied on the Campaign Types tab the next tab down is Communication Queues. The queue is what the agents log into in the communication center to field communications for this campaign.
So this is where you can skill specific teams or specific agents and you can give them access or take away their access to this particular campaign. You can have one or many queues on a campaign. The reason that you might have more than one is, for example is if you have multiple languages that you need to support within your customer base. You can have one queue for English speakers and another queue for Spanish speakers and you could skill your agents accordingly between those two queues. Next tab down are Custom Fields. Custom Fields allows you to store unique information at the campaign level. Most common use case for this one might be a specific promotion that applies to this campaign only.
If you load promotion details into the Custom field tab on this campaign, you can then merge that promotion text into the script for this campaign, into follow up email and text messages that you send on this campaign, etc. The next tab down is Customer Summary. Customer Summary shows you a log of what has happened to all of the enrollments on this campaign historically. So you can see how many customers are active in this campaign queue right now. So they're currently enrolled into the campaign and then any who had been enrolled in the campaign in the past who are not now expired. You can see how those different records were expired from the campaign.
So for example, if they were expired via max attempts, they had a final disposition, they were expired and removed from the queue via an agent or a manager expiring that record, etc. Next tab down are your dispositions. Dispositions are the potential outcomes that an agent can select from when they are completing a communication in the communication center. These can be unique per each campaign. We typically recommend that you use dispositions consistently across your campaigns to make it easier for your reps if they have the same dispositions on every campaign. Next tab down is Email settings. Email Settings dictates which domain any email communications are sent from if you are sending emails on this campaign. Next tab down is Email Templates. Email templates can be used by agents in the Communication center if they need to send an ad hoc email to the customer.
This allows them to pick between pre templated emails that they can select and edit before sending to a customer while they have that customer record open. Next tab down are your federal DNC restrictions. This allows you to customize, if necessary, the timing restrictions that you want to use in order to filter your customers who may be on the federal DNC Volley can Scrub your campaigns against the Federal DNC list so that we are not contacting customers who are on the Federal DNC by default. We have the federal time frames listed here for transaction days and lead submission or prospect days. You have the ability to edit those settings if necessary for your campaign.
The Next tab down is Instant Voicemails are those pre recorded voicemails that you can load in advance so that agents can leave a pre recorded message if the customer doesn't answer and if the agent gets to the customer's voicemail. This allows them to move more quickly through their phone calls and allows for better, more consistent voicemails that are left for your customers. Next tab down is Marketing Exclusion the Marketing Exclusion tab has several different settings that you can use to determine how frequently or infrequently you want a customer to potentially qualify for this campaign based on their activity in other campaigns or based on the unique events that qualified them for this campaign.
So the Marketing Exclusion tab, High Level allows you to set different rules that control the frequency with which a customer can be enrolled into your campaign, so it helps you make sure that customers aren't being over contacted. Next tab down is Message Templates are pre formatted text messages that agents can select from when they're in the communication center. If they need to send an ad hoc text message to their customer, they can select from any of these templates, edit the template, and send to the customer on the fly. Next tab down is the Phone Inbound tab. This tab includes different MP3 recordings that a customer may hear if the customer is calling in on this campaign.
This includes things like the hold music, a customer recording disclaimer if you're using a disclaimer on inbound calls and your voicemail greeting if the customer calls this campaign and reaches voicemail. Also included on the Phone Inbound tab is an Agent Inbound Whisper. This whisper can be used to indicate to the agent what type of call this is before the inbound call is connected. Next tab down is the Phone Numbers tab. For a phone campaign, we need at least one phone number. The primary phone number listed on this tab would be the phone number that is displayed to customers on outbound calls. If a customer were to call that phone number back, that call would come into volley and follow the rules set on that phone number to direct that inbound call either to an agent or to voicemail, etc.
The next tab down is the Phone Outbound tab. The Phone Outbound tab allows you to designate the total number of calling attempts that can be made on this campaign. If a customer is contacted and has a final disposition prior to reaching the maximum number of attempts, that customer would be expired from the queue without completing the remaining attempts. In the attempt dialog box you are able to designate the minimum number of lock minutes that should pass between attempts. So this allows you to space those outbound attempts out so that they don't happen back to a customer. You can space those calls out over time. It also allows you to set expiration days for a customer if those maximum attempts are not completed within a set period of time.
Additionally, you have an agent Outbound Whisper that can be configured on the Phone Outbound tab. The Outbound Whisper is played for the agent before the outbound call is initiated on this campaign. The next tab down are policies. Policies are special instructions that the agent can refer to while they're on a communication for this campaign. Policies by default will pull from the organization policies, but additionally you have the ability to add campaign level policies or special instructions. The next tab down are Query Parameters. Query parameters are the filters that are built into this campaign to enroll the appropriate customers into this campaign. Query parameters can be used to filter based on transaction data or customer information that Volley has from your DMS data, the customer's lead history, their vehicle history, their communication history, etc.
Query parameters can be used independently to build a campaign from scratch based on the data that we have in Volley. Or Query Parameters can be used to filter an external list that is imported into Volley. The next tab down is the Run Schedule tab. The Run Schedule tab dictates how frequently Volley will attempt to enroll customers into this campaign or how frequently Volley will check this campaign to ensure that the enrolled customers still meet our query parameter criteria. Finally, the last tab is the Survey Templates tab. Survey Templates are the scripts that are available to the agent in the communication center for this particular campaign. For a phone campaign, one survey template is required, but you can have more than one as well.