Campaign Templates Explained

This article will attempt to answer the questions: What is a Campaign template and how is it used in the system?

The main purpose of campaign templates is that you can very easily create several different campaigns that look and work in the same way. Typically, one of your customers will have several similar campaigns over time.
For example, a fund raising company may have a spring campaign and an autumn campaign. Both campaigns are fundamentally the same but there are differences in the E-mail templates and in the script for the agent dialogue with the leads. In such a case, you will create 1 campaign template and then base all campaigns on the same template by simply cloning the first campaign. On the Campaigns, you will then simply adapt the E-mail template and the agent script accordingly. This will save you many hours of work in the long run.

A Campaign template does NOT belong to a project. It can be used for campaigns anywhere in the system regardless of project or customer. Take the example above with the fund raising company; Campaigns for 2 different customers may be very similar as the agent will ask for donations in both cases. Again, the only difference is the E-mail templates and the agent script (which is set on the Campaign anyway). The diagram below shows how it works.

Different campaigns based on one Campaign Template across projects

Even if there are some differences between campaigns, you can still use the same Campaign Template. For this you will use the Campaign Template Views (read more about this option here) where you can adapt the Campaign Template to accommodate the differences.

When creating or editing a Campaign template you will be asked to go through 2 mandatory pages and 1 optional.

Page 1: Here is where you adapt the fields for “lead master data” and “Result data”. Lead master data is the information about the lead that is either uploaded to the system or populated by the agent during the conversation. Result data contains the fields that should be filled out by the agent as the “outcome” of the conversation. Here is typically where the agents enter successes and the details of the agreement with the lead.
Important: At least one field in the Lead Master Data must be data type “Phone number” and one field in the Result data must to of data type “Picklist” or “Main Outcome”. Otherwise the Campaign template will be useless for calling and the system will therefore not allow you to save the campaign template unless you have these 2 fields in place. 

Other data types are explained in the article "Data type directory"

Import leads with Lead ownership, priority or Private redial time
Point 3 on Page 1 allows you to tell the system that there may be some special fields that are NOT a part of the Lead- or result data. There are 3 such fields:

  • Leads Ownership Code
    If you have a CSV-file where you have the Lead OwnerShip Code in a column, you can enter the header of that column in this field. On upload to campaigns under this template, the system will check this column and give the ownership to the user/team indicated here.
  • Lead Pool Priority
    If you have a CSV-file with a column indicating the priority of the lead, here you can tell the system what the header of that column is. On upload, the system will check this column and assign priority accordingly
  • Private redial time
    This field is highly useful if you are moving leads from one place to another. On exporting from the original place, make sure that you get the redial time in the export and give the column a unique header that makes sense. In this field on the campaign template, you tell the system what the header. On Upload, Hero Outbound will now look for this column header and assign the exported redial time to the leads as they are uploaded. If you have no entry in the Lead Ownership Code, the system will simply use the settings you do on the Upload Leads-page.

In my example below, I’m telling the system to look for Lead Ownership Code under the column header “Owner”, Lead pool priority under “Prio” and Private redial time under “DialTime”

Page 2: On this page you will configure the main out come field and also tell the system what type of outcome should be assigned to the different options in the Main Outcome (“Yes, please” is for example a “Success” and “No, thanks” is most likely a “Not interested”).

Assign categories to the different possible Outcomes

You also need to tell the system which field should be used for the Duplicate check by ticking “Duplicate search key” at a field that you know should be unique for a lead.

Select a duplicate key that can uniquely identify a lead

Finally you should decide if the fields should be:
- Mandatory on Upload
- Used as a Result field
- Editable by the agent
- Visible on the Contact page

Page 3: This page is optional. Here is where you can set conditions for fields. For example:
The field “How much would you like to donate?” should become visible only when the agent selects “Yes, please” as the Main outcome. Further details about these settings can be found here.

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