Guides

Message Configuration

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In this section, you’ll learn how to build and customize the messages your audience will receive when participating in an interactive campaign.

Depending on the delivery channel you’ve selected (SMS, Email, RCS, or WhatsApp), the platform will display a tailored message configuration screen where you can:

  • Create or select a message template
  • Add personalized fields to customize messages for each recipient
  • Insert trackable links to measure engagement

You’ll also find specialized configurations for campaign types like Trivia, Raffle Giveaway, or Polls & Surveys, where multiple message tabs can be configured—for example, participation invitations, prize confirmations, or closure messages.

Message Content

In the Message step, in the context of Interactive campaigns, the Digital Customer Engagement platform will present the option that corresponds to the delivery channel you selected for your campaign. For example, if you selected SMS as your campaign engagement channel, the platform will present the configuration section that corresponds to configuring SMS as the engagement channel.

The following table shows what types of delivery channels are available for each interactive campaign:

SMS Message

In sending a message through SMS, there are four options to complete the message content:

The steps to add and personalize the message content are the following:

  1. Select one of the previously created templates at the top of the panel or create a message on the fly.
  2. Add a Link Tracker. Allows adding a URL that recipients can tap for a redirect to take place. For more information on adding a link tracker to the SMS message body, go to the Link Tracker section.

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    LINK TRACKER AVAILABILITY

    The Link Tracker is available when sending a messaging campaign via SMS or RCS. However if you send an interactive campaign via SMS or RCS, the Link Tracker won't be available.

  3. Type the message directly into the SMS Message box.

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    ABOUT THE MESSAGE STRUCTURE

    In the lower section of the SMS Message box, it shows the message GSM 7 bit encoding format, a character counter, and number of messages to be sent to each recipient using the message that was entered., including the text of the personalized field. So you must be vigilant that the current max length to enter the message content is 160 characters. If the message content contains a total of 170 characters, the message will be segment and the channel will deliver 2 messages to each Recipient. That is, every time the total number of characters is exceeded, the SMS counter will be incremented.

  4. Add Personalized Fields (Placeholders). Messages can be personalized using placeholders in the message content. For more information on how to add personalized fields to the SMS message body and messages to be sent through Interactive Campaigns, go to the Message Personalization section.

For the case of the Web Trivia, Trivia, and Raffle Giveaway campaign promoted through SMS, the platform will present the following configuration screen:

In the Message Content section, three message tabs are presented:

  • Campaign Participation: This is the message that is delivered to all Campaign Recipients, inviting them to participate. A Template can be selected to fast-forward the process, or it can be started from Scratch. And the personalized field that refers to the campaign link must be added to the message.

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    NOTE

    The Campaign Participation tab is not available for the Trivia campaign.

  • Prize Confirmation: This message is used to be delivered to all Campaign Winners as a Confirmation of their Prize. By Default, the Prize Confirmation message is disabled. To enable this message, click on the Activate toggle.

    Once activated, the Prize Confirmation Message is able to be configured. A Template can be selected to fast-forward the process, or it can be started from Scratch. And, It is required to add select personalized fields to the message.

  • No-win Message: This message is used to be delivered to all Campaign Losers. By Default, the No-win message is disabled. To enable this message, click on the Activate toggle. Once Activated, the No-win Message is able to be configured. A Template can be selected to fast-forward the process, or it can be started from Scratch.

  • Already Claimed: Once the prize has been claimed, the message set up in this tab will be sent to the end user.

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    NOTE

    The Already Claimed tab is only available for Raffle Giveaway interactive campaign.

For the case of a Web Polls & Surveys campaign promoted through SMS, the platform will present the following configuration screen:

In the Message Content section, two message tabs are presented:

  • Campaign Participation: This is the message that is delivered to all Campaign Recipients, inviting them to participate. A Template can be selected to fast-forward the process, or it can be started from Scratch. And, it is required to add select personalized fields to the message.

  • Closure Message: You have the option to create a follow-up message after the participant has completed the poll. In its de facto state, it is deactivated. Selecting the Activate toggle switch will allow it to be configured.

A Template can be selected to fast-forward the process, or it can be started from Scratch.

Email Message

When sending the message through Email, the message content used is created or selected.

With time, as you use the platform, you may create Email templates to which you can assign predefined platform categories. The View Templates by Category dropdown, located at the top-right corner, allows you to invoke these categorized templates to be reused.

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No email templates are provided with the platform as they are industry, brand, and content-specific, but we provide flexibility to address most requirements, as you will see below.

In the main pane, you can select an existing Email Template, upload an Email HTML file, or get creative and use the Email Editor to start content from Scratch.

The steps to add and personalize the message content are the following:

  1. Select one of the following methods to create the Email content:
  • New: Create the Email Content from Scratch using the Email Editor by selecting the New card.
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  • Upload: Use an existing HTML file for the Email content by selecting the Upload card.
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  • Continue: Continue editing the template you have created by selecting the Continue card.
  1. Add a Link Tracker button that allows the insertion of URLs that recipients can click for further actions. For more information on adding a link tracker to the SMS message body, go to the Link Tracker section.
  1. Add Personalized Fields/Placeholders. Messages can be personalized using placeholders in the message content. For more information on how to add personalized fields to the Email message body and messages to be sent through Interactive Campaigns, go to the Message Personalization section.

For the case of the Web Trivia and Raffle Giveaway campaigns promoted through Email, the platform will present the following configuration screen:

In the Message Content section, three message tabs are presented:

  • Campaign Participation: This is the message that is delivered to all Campaign Recipients, inviting them to participate.

    Independent of the option chosen to create the invitation message, you will be taken to an email editor screen with an array of tools to tailor the email and fine-tune it to your needs. And, it is required to add select personalized fields to the message.

  • Prize Confirmation: This message is used to be delivered to all Campaign Winners as a Confirmation of their Prize. By Default, the Prize Confirmation message is disabled. To enable this message, click on the Activate toggle.

    Once activated, the Prize Confirmation Message is able to be configured. Independent of the option chosen to create the invitation message, you will be taken to an email editor screen with an array of tools to tailor the email and fine-tune it to your needs. And, It is required to add select personalized fields to the message.

  • No-win Message: This message is used to be delivered to all Campaign Losers.

    By Default, the No-win message is disabled. To enable this message, click on the Activate toggle. Independent of the option chosen to create the invitation message, you will be taken to an email editor screen with an array of tools to tailor the email and fine-tune it to your needs.

  • Already Claimed: Once the prize has been claimed, the message set up in this tab will be sent to the end user.

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    NOTE

    The Already Claimed tab is only available for Raffle Giveaway interactive campaign.

For the case of the Web Polls & Surveys campaign promoted through Email, the platform will present the following configuration screen:

In the Message Content section, two message tabs are presented:

  • Campaign Participation: This is the message that is delivered to all Campaign Recipients, inviting them to participate.

    To enable this message, click on the Activate toggle. Independent of the option chosen to create the invitation message, you will be taken to an email editor screen with an array of tools to tailor the email and fine-tune it to your needs. And, it is required to add select personalized fields to the message.

  • Closure Message: You have the option to create a follow-up message after the participant has completed the poll. In its de facto state, it is deactivated. Selecting the Activate toggle switch will allow it to be configured.

By Default, the Prize Confirmation message is disabled. To enable this message, click on the Activate toggle. Independent of the option chosen to create the invitation message, you will be taken to an email editor screen with an array of tools to tailor the email and fine-tune it to your needs.

RCS Message

Sending the message through RCS, there are three options for selecting the content:

The steps to add and personalize the message content are the following:

  1. Select one of the predefined templates at the top of the panel.
  2. Add a Link Tracker button that allows the insertion of URLs that recipients can click for further actions. For more information on adding a link tracker to the SMS message body, go to the Link Tracker section.

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    NOTE

    The Link Tracker is available when sending the message via SMS or RCS. If you send any campaign via SMS or RCS, the Link Tracker won't be available.

  3. Type the message directly into the SMS Message box.

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    NOTE

    The lower section of the SMS Message box will indicate the message Encoding Format, Character Count, and Number of Messages to be sent to each Recipient using that message Length.

    The current maximum message length is 160 characters. If the message content contains a total of 170 characters, 2 messages will be delivered to each Recipient. That is, every time the number of characters exceeds the 160 SMS maximum, or a multiple of it, two or more messages will be delivered, and the SMS counter will reflect the number of messages that will be required to deliver the whole message.

  4. Add Personalized Fields/Placeholders. Messages can be personalized using Place Holders in the message content. For more information on adding personalized fields to the SMS message body and messages that were sent through Interactive Campaigns, go to the Personalized Fields/Placeholders section.

Message Personalization

Messages can be personalized using placeholders. Messages can include placeholders that are dynamically replaced with subscriber data. The platform supports default fields that can not be deleted or modified, such as mobile, email, devices, last updated, and member since.

How personalized fields are added to a message depends on the delivery method being used in the campaign.

SMS / RCS

For example, if you wish to send a personalized SMS / RCS message to your subscribers saying Hello Subscriber Name, type in "Hello" and from the Add Personalized fields box, select the name placeholder by clicking on it. The personalized field name will appear in the message box surrounded by a pair of square brackets [[ ]], as shown in the figure. When added, Personalized fields are placed in the next available position in the message box.

Email

For Email, create the Email content with personalized fields for each Recipient by using the Personalize block.

By clicking on the Personalized drop menu, you will view the available Fields that are obtained from the Subscriber List Fields.

For example, if the ‘Name’ Field is dropped into the Email, all Emails will be delivered to the Recipients with the Name obtained from the Subscription List Field used.

WhatsApp

For WhatsApp, depending on the template selected for the WhatsApp message, make sure that among the attributes associated with the subscriber, the values of the fields used in the template are included. For example, if the "2fa_activation_en1" template, shown in the graphic, is to be used in the message, the attributes associated with the subscriber must include the values of the [[email]] and [[activation_link]] fields.

Interactive Campaigns (SMS).

For the case of the Web Trivia, Trivia, and Raffle Giveaway campaigns promoted through SMS, the platform will present the following configuration screen:

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In the Message Content section, there four three message tabs:

  • Campaign Participation: This is the message that is delivered to all Campaign Recipients, inviting them to participate. In this section, you must add the campaign participation link given by CAMPAIGN_LINK.

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    NOTE

    The Campaign Participation option is not available for the Trivia campaign.

  • Prize Confirmation: This is a winner confirmation message delivered to all campaign winners. The message must include the personalized field that identifies the prize, such as PRIZE_NAME, PRIZE_TYPE, or AMOUNT.

  • No-win Message: This message is used for all campaign losers, and it does not require a personalized field.

  • Already Claimed: Once the prize has been claimed, the message set up in this tab will be sent to the end user.

    📘

    NOTE

    The Already Claimed tab is only available for Raffle Giveaway interactive campaign.

For the case of a Web Polls & Surveys campaign promoted through SMS, the platform will present the following configuration screen:

In the Message Content section, there are two message tabs:

  • Campaign Participation: This is the message that is delivered to all campaign recipients, inviting them to participate, and it needs to include the personalized field of the campaign participation link given by CAMPAIGN_LINK.
  • Closure Message: You have the option to create a follow-up message after the participant has completed the poll, but adding a personalized field is optional.

Interactive Campaigns (Email)

For the case of the Web Trivia and Raffle Giveaway campaigns promoted through Email, the platform will present the following configuration screen:

In the Message Content section, there are three message tabs:

  • Campaign Participation: This is the message that is delivered to all Campaign Recipients, inviting them to participate. Independent of the option chosen to create the invitation message, you will be taken to an email editor screen with an array of tools to tailor and fine-tune the email to your needs. In it, under the blocks section of the menu, you will find the Personalize section that has the campaign participation link CAMPAIGN_LINK, as shown below.
  • Prize Confirmation: This is a winner confirmation message delivered to all campaign winners. The message must include the personalized field that identifies the prize as PRIZE_NAME.
  • No-win Message: This message is delivered to all campaign losers, and it's optional to add personalized fields to the message.
  • Already Claimed: Once the prize has been claimed, the message set up in this tab will be sent to the end user.

    📘

    NOTE

    The Already Claimed tab is only available for Raffle Giveaway interactive campaign.

For the case of the Web Polls & Surveys campaign promoted through Email, the platform will present the following configuration screen:

In the Message Content section, there are two message tabs:

  • Campaign Participation: This is the message that is delivered to all Campaign Recipients, inviting them to participate.

    It is required to add select personalized fields to the message. The personalized field available for Campaign Participation is CAMPAIGN_LINK.

  • Closure Message: You have the option to create a follow-up message after the participant has completed the poll, and it is optional to add personalized fields to the message.

Link Tracker

For SMS and RCS, Add a Link Tracker allows adding a URL that recipients can click for further actions. This option will add shortened URLs to the message. Once the name of the link and the URL have been entered into the dialog box that pops up, select the Save button. The shortened URL will be placed at the next available position of the existing content in the SMS Message box.

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WARNING

Before entering the URL that will be trackable, if the configured URL has a distinct ".com" domain extension, iOS end users (iPhone) will not be able to click on the URL shortener. Therefore, we recommend placing a secure hypertext transfer protocol "https://" at the beginning of the domain.

For Email, create the Email content with trackable links using the Basic Blocks by selecting the Link Block.

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Updated 6 days ago