What is the campaign message?
It is a feature that automatically sends marketing messages by identifying specific actions (events) of target customers on the website where Channel.io is installed.
Campaign Operation process
Please remember the 3 steps below to understand the operation process.
Customer information is checked at each step. At each stage, if the target audience is not met, the message is not sent.
Set the conditions (events) for the campaign to start. If the condition is satisfied, it moves on to the ‘Process’ stage(Learn more about events).
E.g.) A start event has occurred when the customer enters the website and views a page, or the customer clicks the shopping cart button.
When a start event occurs, the system checks whether the target audience information is matched.
Delay time(waiting time)
Once the trigger event is met, we call it a process that counts the delay time(waiting time) before sending campaign messages to the target audience.
If set to [Immediate], when the start event is satisfied, it goes to the sending stage immediately.
We can add an additional event filter during delay time to send the campaign message. we go to the next step only when specific events occur or do not occur.
E.g.) Send messages about a coupon discount if the customer does not purchase within 7 days after signing up
In each process step, the system checks whether the target audience information is matched.
Set when and how to send a message if the preceding conditions are satisfied. The message will send to the target audience.
E.g.) Send a message every Monday at 9 am if the customer hasn’t purchased anything for 2 weeks after signing up.
In this step, the system checks whether the target audience information is matched before sending out the campaign message. If the target audience information is not matched, the message will not send.
E.g.) If a customer reached 1 session when the start event occurred and reached to 2 sessions just before sending the message out, the campaign message is not going to send to the A customer.
How to send the campaign messages?
It is a process of sending a one-time message automatically to your customers when certain actions are made by them after visiting the website. You may refer to how to set up a one-time message.
Choose your message delivery method
You can deliver the message via Channel.io or SMS.
Compose a message
A space to compose a message to be sent as a campaign message. Send messages using images, videos, etc. as well as text.
You can check which message works best under the same conditions through A/B testing.
You can set up to 4 in total, and they are sent randomly.
Find your target audience
Select whom you want to send one-time messages to.
The customer’s online/offline status will be determined at the time of sending messages, and the message delivery method will be changed as below depending on the status;
Customer contact information on file and online: Message delivers via Channel.io chat
Customer contact information on file but offline: Message delivers via Channel.io chat + Text + Email
Customers without contact information: Message delivers only via Channel.io chat
Set the conditions for the campaign to start. (Learn more about the event)
Example 1) When the customer completed the sign-up process:
If your website’s sign-up page URL contains signup(e.g. abc.com/signup/123), you can set the trigger event as;
[PageView] + [URL contains sign up]
Example 2) When the ad link contains a UTM variable:
If the website address contains UTM value(e.g. www.siteaddress.com/utm_source=google&utm_&utm_term=&gclid=CjwKCA), you can include a specific UTM value.
[PageView] + [URL contains google]
If you set the delay time, the message will not send immediately to the target audience. After the start event occurred, the message will send after the delay time has passed.
If you use the additional event filter, the system tracks whether the customer who completed the start event did or did not complete an additional event action during the delay time.
By using the additional event filter, you can send a message if there is no purchase within 1 day after placing an order, or send a message if a purchase is made within 3 days of viewing page A.
Even if an additional event occurs, the message will send after the delay time. For example, let's say you want to send a message to a customer who completes a purchase within 3 days of viewing page A. Even if the purchase completion event occurs on the first day, the message will send after 3 days which is set as a delay time.
Set up operations
Set when and how to send a message to the target audience who met the above conditions.
Campaign messages will send once only if the repetition setting is off.
When the repetition is on, your customers can get the same message again.
The minimum cool-down period is 24 hours.
Scheduling start and end date
The campaign will be active during the time you set.
The campaign will be active immediately if you don't set a start time, and it will be continuously active until you manually turn it off.
Delete unviewed messages
You have the option to enable automatic deletion of unviewed messages.
This means that when a campaign comes to an end (either at its scheduled end date or through manual intervention), any messages that the recipient has not yet read will be automatically deleted.
Even if the recipient clicks the "Mark as read" button in the Channel.io Lounge without reading individual messages, those messages will still be deleted automatically.
Messages in bubble form and texts are considered viewed only when the chat window is opened, while full-screen forms and emails are considered viewed even without opening the chat window. If a customer sees a message after one week from the time it is sent, it is not counted as viewed.
Set time & date
If you set a specific time, the message will be sent at the time you set.
If it is outside the set time, the message will be sent after the available time for sending.
E.g) If you set it to send during operating hours and the customer completes the start event during non-operating hours, the message is not going to send immediately. The message will send during the next operating hours.
If you want to set a different time zone to send the campaign message, use a custom time.
Channel time zone: The message will be sent out based on the channel time zone.
(To set the channel’s time zone, go to channel profile setting)
Recipient time zone: The message will be sent out based on the recipient’s time zone. If there is no recipient’s time zone information, the message will be sent out based on the channel time zone. If the recipient's time has passed the scheduled delivery time, the message won’t be delivered.
Send offline push notifications
Text and email notifications will be sent if the customer is offline at the time of sending marketing campaign messages. Turning off this feature will limit notifications via the Channel.io plug-in only.
For advertising messages, we recommend you send them during business hours.
Set goals to measure the conversion rate of the message you send. When a customer who receives the message visits the website and completes the event you set, it is measured as a goal achieved.
The marketing message is not visible on the desired page. What can I do?
When configuring the URL conditions for the pageView event, include only relevant keywords from the URL, rather than the entire URL address. You don't need to include phrases like https:// or www.
For example, if you want to display the message only on the channel.io/payment page, you should set the event as follows: pageView + URL + contains "payment".
I keep getting the same marketing message over and over. What can I do?
check if the repetition option is enabled for the campaign. If it is, accessing the site from a different device or browser may result in receiving the message again.
Also, if you log in after accessing the site as a non-member, you may receive the same message repeatedly.
What is the recommended image size and ratio?
Images should be no larger than 30MB, in png or jpg format, and have a maximum size of 4000 x 4000 pixels. If an image's width or height is greater than 4000 pixels, it will be uploaded in a file format. Images should be designed to fit multiples of mobile and desktop screen sizes, with a width of 320px for mobile full-screen and desktop bubbles, and 520px for desktop full-screen. Image ratios between 1:1 and 16:9 are supported. If an image is too long horizontally or vertically, it will be cropped to the center.
For videos, the recommended format is mp4, with a file size no larger than 32MB, and a video codec of H.264 (AVC1) format. If a video does not play automatically, please check its codec, and convert it through a codec conversion program if necessary. On a Mac, you can check the codec by selecting the video file, then clicking "Get Info" and "More Info." On Windows, you can use PotPlayer, GOM Player, or similar software to check the format and codec information by right-clicking on the screen during video playback and selecting "Playback information" and "File information."
What is the difference between URL and Page?
URL is the address of the accessed page, while Page is a static and unique value that remains unchanged in the page address. URL adds customer-specific information to the back of the domain, making it volatile, while Page remains fixed and directs the customer to the desired page. It's recommended to use URL information for targeted marketing and static Page information for setting up support bots.
I enabled the repetition option for my campaign, but the customer only received it once.
If [Delete unviewed messages] is enabled and the customer has not read the previous message, a new message is sent after deletion, and only one message is exposed. If the customer has read the previous message, an additional new message is sent, allowing you to view one or more campaign messages in the chat list.
I have multiple campaign messages set up.
If you have multiple campaign messages for the same customers, they will be seeing those messages in the following order: 1) the latest reply to an ongoing chat, 2) a full-screen message from the marketing/support bot, and 3) a bubble message from the marketing/support bot.
My pop-up message disappeared!
For marketing pop-up messages, Channelio gives a customer 10 seconds to realize the information and hides the message if the customer takes any action that indicates they are not interested in the message, such as scrolling down or shifting to another page. Although a customer takes no action but hovers over a message for more than three seconds, the pop-up message will remain visible.
Also, in case of a manager's response to a chat conversation appears as a pop-up message, it will remain visible for conversation.